They say...
Kim is hard working and a student. She is pursuing a career as a hospital nurse.
Team Leader/Manager at NHS Direct NHS Choose and Book Pilates and yoga instructor
Objective
PRINCE2 practitioner, creative, pragmatic, diverse, hands on operations manager and coach who leads by example with strong analytical and motivational skills with experience in change management. With a passion for coaching, customer service, succeeding, communicating, building a strong and skilled team. Also experienced in completing various projects to deadline within a Public Service, E-Commerce, Call Centre, Customer Service, and GIS environment.
Work Experience
4/2005-3/2006 NHS Direct UK-Essex
Team Leader (full time)
- Created and designed a full reporting framework encompassing individual, team, and site performance which also tied into regional and national reports to allow ease of comparison.
- Designed a rostering tool that tied into the national best fit for call volumes to ensure adequate resource was allocated. Also responsible for the creation of monthly rota’s that fit predicted call volumes.
- Created a “look back” report to identify the degree of deviance between predicted and actual call volume.
- Secured buy-in from key stakeholders to ensure call centre best practice was spread. This included Acting as a resource to other NHS Direct sites who wanted call centre and coaching expertise.
- Implemented training to team leaders how to use performance data for feedback and use of Triangulation and Trend Spotting to identify issues, areas of best practice, and development areas.
- Implemented strategic and call centre awareness training for staff to ensure that all levels had an awareness of the importance of their role in the strategic context of the NHS ten year plan.
- Shift led the site to ensure that adequate resource was allocated according to the changing needs of the service. This included acting as a point of reference for clinical and non-clinical staff.
- Led, coached, and trained a team of 16 call handlers whilst ensuring Service Delivery targets were adhered too. This included conducting Individual Performance Reviews, one to ones, disciplinaries etc.
- Conducted first, second, and third stage of recruitment/interviewing.
- Completed the NHS Breaking Through Leadership programme including “Being successful in a senior leadership role”, “Action planning” and “Mentoring for success” modules.
5/2004-4/2005 (Re-deployment) NHS Direct/Choose and book UK-Essex
BMS Team Leader/Stand-in Service Manager (full time)
- Instrumental part of the five person team who set up and delivered ahead of time a world first service call centre within a five week deadline with policy and procedures, operational manual, reporting framework, call guidelines, quality framework, system and customer service training in place before go live.
- Shared responsibility of the Service Managers role from the beginning of the service.
- Managed, trained and coached a team of five call handlers whilst ensuring Service Delivery Targets were adhered too.
- Trained in Call Centre Coach, Clinical Assessment System, Choose and Book, and The Spine.
- Created from scratch the individual/team/department reporting framework for NE NHS Direct and solved a 4 year problem that then allowed automated reporting, this included rolling out and training in how to use the system. Also helped the CCM to streamline various reporting to reduce manual input of data and created the reporting template that the national Choose and Book service will use.
- Ensured a smooth transition of the call centre and service blueprint to the Milton Keynes site, including sole responsibility for training and preceptoring the new team.
- Part of the Reporting and Policy/Procedures project groups, which ensured all changes to the service in these area’s were fully understood and ratified by all stakeholders.
- Attended NHS Breaking Through Leadership program and received excellent feedback from the observers.
- Conducted first, second, and third stage of recruitment/interviewing.
3/2003-5/2004 Career Break for birth of first child
2/2003 – 3/2003 Babtie Group UK-Kent
GIS Specialist (full time short term contract)
1/2003-2/2003 Hamilton, Hughes and Hay Solicitors UK-London
Legal Representative (voluntary part time)
8/2001 – 11/2002 (Redundancy) Lastminute.com UK-London
Customer Service Team Leader and Coach (full time)
Role and Achievements:
- Became accredited as a Team Leader and coach.
- Managed and coached a new team of 10 agents, which had a mix of travel specialists, pre-sales, post-sales, and a CS projects/travel-trainer.
- In 6 months the team I took over had raised productivity from 24% to 68%.
- Part of the CS team that raised all KPI’s by 70% in 6 months.
- Part of the team that ensured a smooth transition with the amalgamation of departments when 2 new companies where purchased by LMN Plc.
- Carrying out 121’s and quality assessments, identifying areas of development and then using my coaching and training skills to improve these areas.
- Dealing with escalated complaints via all mediums.
- Managed a variety of CS projects, which included a Business Continuation Plan, high season contingencies, new quality monitoring sheets, and advising on improvements to the online flights engine (French office).
- Involved in the first stage of recruitment/interviewing.
5/2000 - 8/2001 (Promotion) Lastminute.com UK-London
Customer Service Agent/ Lead Agent (full time)
11/1999 - 5/2000 New Millennium Experience Company UK-London
Host (full time)
7/1997 - 8/1999 SARL Punjab East France
Assistant Manager (seasonal work)
7/1996 - 4/1998 Roohi Travel UK-London
General Assistant (part time)