Administration Coordinator and Chargeback Analyst - BNP Paribas
(2023-03)
- Coordinate administrative tasks, achieving consistent SLA compliance and enhancing customer satisfaction.
- Resolve customer queries promptly, improving first contact resolution rates significantly.
- Utilize analytical skills to streamline contract management processes, boosting efficiency.
- Collaborate effectively within the team to support seamless customer journeys.
- Ensure accurate and timely processing of chargebacks, minimizing financial discrepancies.
- Optimise contract management processes, enhancing efficiency and reducing processing time.
- Analyse customer feedback to identify areas for service improvement.
- Drive customer satisfaction through prompt query resolution and efficient administrative task coordination. Achieve consistent SLA compliance, boosting overall performance.
- Foster teamwork to support seamless customer journeys. Contribute to cross-functional projects, sharing insights to enhance departmental processes and outcomes.
- Ensure precise and timely chargeback processing, minimising financial discrepancies.
- Implement rigorous quality control measures to maintain data accuracy.
- Propose and implement novel solutions to streamline administrative workflows. Leverage technology to automate routine tasks, freeing up time for high-value activities.
- Drive customer satisfaction through prompt query resolution and efficient administrative task coordination. Consistently meet SLAs, boosting overall performance.
Customer Support Advisor - BNP Paribas
(2022-06 - 2023-03)
- Assist BNP Paribas customers in account management, ensuring effective financial solutions.
- Identify and support vulnerable clients, enhancing financial stability through tailored strategies.
- Collaborate with internal teams to provide comprehensive support for clients in financial distress.
- Analyze individual circumstances to offer personalized financial management solutions.
- Facilitate clients' financial recovery, focusing on stress reduction and control improvement.
- Assessed complex customer needs, ensuring precise support provision. Scrutinised individual circumstances, including mental health issues, to deliver targeted assistance.
- Partnered with internal teams to provide comprehensive customer support. Facilitated effective account management processes, fostering positive financial outcomes.
- Drove customer journey towards financial stability through personalised arrangements. Focused on achieving measurable improvements in clients' financial control.
- Provided compassionate support to diverse customers facing financial difficulties. Offered guidance on account management, reducing stress and improving financial well-being.
- Analysed complex customer needs, providing tailored financial solutions. Scrutinised individual circumstances to deliver targeted assistance, improving financial stability.
- Partnered with internal teams to offer comprehensive customer support. Facilitated effective account management processes, fostering positive financial outcomes.
Chief Operating Officer - Resonate IT - Brisbane, Queensland
(2012-08 - 2022-06)
Although my previous background is working alongside adult patients and families and children, I used my previous legal skills and knowledge to setup Resonate IT with my husband, who is an IT Consultant. I have worked part-time in the company whilst my children have been growing up. We have built the company to now include 3 full-time, 2 part-time and several contracting IT Consultants.
Within my role as Chief Operating Officer, I reviewed federal and state laws to confirm and enforce company compliance. Designed the employee performance evaluation process and merit program. Addressed enquiries from employees and management regarding new-hire activity and ongoing employee relation issues.
Created and implemented the exit interview program process.
- Created and modified job descriptions. Worked with senior-level management to create fair and consistent HR policies and procedures. Setup and worked with confidential personnel records. Developed employee handbook, including design and layout. Guided the startup and management of all HR operations, systems and programs for a new location within the company. Led strategic HR operations, implementing robust policies and procedures. Developed comprehensive employee handbook and performance evaluat
- Pioneered exit interview programme, yielding valuable insights for retention strategies. Redesigned job descriptions, aligning roles with evolving business needs and industry trends.
- Partnered with senior management to establish fair, consistent HR policies. Fostered positive employee relations, addressing enquiries and resolving issues promptly and effectively.
- Spearheaded HR infrastructure development for new company location. Implemented systems and programmes tailored to unique operational requirements and growth objectives.
- Conducted thorough reviews of federal and state laws, ensuring stringent company compliance.
- Managed confidential personnel records with meticulous attention to detail and data security.
- Spearheaded HR infrastructure overhaul, implementing cutting-edge systems that streamlined operations and boosted efficiency across the organisation.
Complaints Officer - South Tees NHS Trust - Middlesbrough, North Yorkshire, UK
(2004-02 - 2006-02)
- Initiating investigations into patient complaints and overseeing deadlines. Managing a large and complex caseload and liaising with all medical directives, legal teams, outside agencies and Politian's. Assisting patients on the telephone, face to face and via email and letter. Mediating on patient's behalf both on and off site. On the spot problem solving and conflict resolution. Collating responses and producing official reports on behalf of the Chief Executive. Proof reading and administration
- Facilitated effective communication between medical directives, legal teams, and external agencies, fostering a cohesive approach to complaint resolution.
- Implemented on-the-spot problem-solving strategies, significantly reducing complaint processing time and enhancing patient satisfaction rates.
- Provided empathetic assistance to patients via multiple channels, mediating on their behalf to achieve favourable outcomes and improve healthcare experiences.
- Meticulously collated responses and produced official reports, ensuring accuracy and compliance with NHS standards and regulations.
- Streamlined complaint investigation process, reducing resolution time and enhancing patient satisfaction. Managed complex cases, liaising with medical teams and external agencies.
Outreach Worker - JAFA PIPS - Durham, Co Durham, UK
(2003-07 - 2005-02)
- Responsible for supervision of families and children during supervised visitation. Alongside a team member, this role included collection of children from their care placements and providing supervision of family interaction. Working closely with Social Services and other multidisciplinary teams, report writing, conflict resolution, caseload management and liaising closely with foster carers and children's home staff. Transporting youth offenders to court and supporting both them and their famil
- Managed caseloads efficiently, producing detailed reports on family dynamics. Coordinated with foster carers and care home staff to ensure continuity of care.
- Facilitated successful family reunifications through targeted interventions. Implemented conflict resolution strategies, leading to improved communication.
- Partnered with multidisciplinary teams to develop holistic support plans. Liaised effectively between families, social services, and legal professionals.
- Provided compassionate support during youth offender court appearances. Delivered respite care for families with children facing disabilities and mental health challenges.
- Facilitated supervised family visits, ensuring child safety and fostering positive interactions. Collaborated with social services to provide comprehensive support.
Speech and Language Therapy - North Tees and Hartlepool NHS Trust - Stockton on Tees, North Yorkshire, UK
(2000-06 - 2003-12)
Working alongside adults with communication and swallowing difficulties, due to stroke, progressive disease and head injury. Programming of communication aids and the creation of communication boards. Assisting in videofluoroscopies/barium swallows and giving support to patients and ward staff in relation to the thickening of meals and drinks.
- Overseeing the running of a monthly support group for adults with communication difficulties and assisting with the organisation of intensive programs, courses and training. Implementing new systems and policies that directly resulted in improved patient service and regulatory compliance. Commitment of the highest quality of care to patients and their families and facilitating health and healing by cultivating caring relationships with patients and their families and carers. Maintaining and orga
- Facilitated monthly support groups and intensive programmes, fostering a supportive environment for adults with communication challenges.
- Meticulously maintained patient files and documentation, ensuring accurate records and seamless continuity of care.
- Facilitated monthly support groups and intensive programmes, creating a nurturing environment for adults facing communication challenges.
- Fostered caring relationships with patients, families, and carers, promoting a holistic approach to health and healing in speech therapy.
- Implemented innovative communication aids and strategies, enhancing quality of life for adults with speech difficulties due to stroke or injury.
Children Looked After Co-ordinator - North Tees and Hartlepool NHS Trust - Stockton on Tees, North Yorkshire, UK
(1995-08 - 1999-12)
Responsible for setting up and running the first Children Looked After program within Stockton on Tees. This involved liaising with Paediatrician's and Social Services to facilitate urgent medicals for children placed into care. Organisation of the setting up of medicals and assisting with all relevant sensitive documentation and reports.
Working closely with other NHS Trusts and Social Services Departments in other locations and maintaining a caseload of clients with sensitive information. Full report writing, meeting attendance and working under strict deadlines. Medical transcribing of examinations and clinics carried out by Consultants.
Consultation with other professionals across a range of multi-disciplines regarding the treatment of specific clients. Working closely with both Social Services and Child Protection Agencies.
- Pioneered Children Looked After programme, coordinating with paediatricians and social services for urgent child care medicals. Managed sensitive cases across NHS Trusts.
- Meticulously transcribed medical examinations and clinics. Maintained comprehensive records of sensitive client information, ensuring data integrity and confidentiality.
- Established efficient systems for urgent medical assessments of children in care. Improved inter-agency communication, leading to faster response times.
- Spearheaded Children Looked After programme, revolutionising urgent child care assessments. Streamlined multi-agency collaboration, enhancing response efficiency.
- Meticulously managed sensitive case data across NHS Trusts. Implemented robust systems for urgent medical evaluations, ensuring data integrity and confidentiality.
- Fostered strong partnerships with paediatricians and social services. Facilitated seamless communication, leading to improved outcomes for children in care.
