Customer Service Training

Sarah McCaughey

Personal Profile

I am a professional, confident, enthusiastic team player with a "can do" attitude;

the ability to remain calm under pressure and to work on one's own intiative.

Employment

Executive Secretary/Personal Assistant

Ernst and Young LLP

January 2010 present

Proactively maintaining and managing a portfolio of nine directors and their

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diaries; ensuring the most effective use of time.

Organise all aspects of internal and external meetings, events and

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conferences and all related logistics.

Act as first point of contact for internal and external clients and contacts via

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email and telephone.

Proactively build and develop internal and external client relationships and

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networks of contacts within the wider firm; building on and developing

knowledge on key business matters in order to effectively idenfity and

screen priorities.

Anticipate director workload and priorities in order to take ownership of

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internal and external queries and to proactively respond/action.

Prepare directors expense claims prior to submission.

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Develop good knowledge of client handling teams and their secretaries.

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Proactively update and maintain accurate entries on firm's client databasse

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(Interaction) with sales pipeline information.

Work as part of the BSC (Business Support Centre) team, providing service

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to wider team directors as and when required.

Organising complex travel arrangements including visa applications,

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transport and accommodation.

Achievements/Projects

Coaching/Mentoring Took part in a Princes Trust project and acted as a

coach/mentor to school children developing an economical and

environmentally friendly business idea, and presenting to a board of

directors.

Working as part of the department recruitment team, actively screening C.V's

and conducting all telephone interviews, assessment centres and some

face to face interviews of candidates applying for the role.

Recruitment and Training Officer

Emersons Green Treatment Centre

July 2010 – September 2010

(fixed term contract)

Recruitment

• Arranging and organizing interviews for all clinical and non clinical candidates.

• Updating and maintaining candidate tracker database of all applicants.

• Day to day queries and consultation with potential candidates/new staff to UKSH.

• Conducting interviews for all Bank staff.

• General administration including rejection correspondence to unsuccessful

candidates, completion of contracts for successful candidates and invite to

interview letters.

• Facilitating doctor interviews including; preparation of interview packs for

candidates, meeting and greeting all interviewees, processing documentation and

providing a tour of the treatment centre in addition to induction.

• Ensuring that all candidates are responded to in a timely manner in order to

maintain a high level of customer service.

Training

• Coordination and set up of company induction for all permanent and Bank staff,

including liaising with presenters, external companies and internal staff; creating

induction folders and meeting new staff on arrival.

• Setting up training days for staff, and coordinating all aspects of the sessions with

staff and presenters as necessary.

• First point of contact for all staff attending training sessions

• Ensure all necessary facilities are prepared in advance of training.

• Updating and maintaining training records and producing reports when

requested.

• Monitoring training records and contacting staff when training needs to be

renewed/updated.

• Compiling induction timetables for all new staff; includes liaising with internal

staff, recruitment agencies and candidates to ensure a effective and efficient

process for all new starters.

Nair & Co

Compensations and Benefits Assistant

March 2010 July 2010

(fixed term contract)

• Gain a clear understanding of client requirements and the terms for services to

be provided by liaison with clients/CSD/C&B Manager.

• Day to day Compensations and Benefits consulting adhering to established

systems and standards to ensure quality and timeliness of services.

• Ensure appropriate information is gathered from the client/employees and

registered/managed on the tPoint and Tracker systems to coordinate the allocation

of workload throughout the team and also ensure that progress can be tracked.

• Ensure appropriate advice and assistance is sought by relevant affiliates in

receiving countries and that those services are coordinated to maximum effect.

• Work with the Compensations and Benefits Manager to develop services and

processes so that Nair & Co can provide the most competitive and cost effective

product.

Aspects and Milestones Trust

HR and Staff Development Administrator

October 2009 – March 2010

(fixed term contract)

Duties:

HR Admin

• To ensure that all contract changes, starters and leavers paperwork, are

implemented accurately and efficiently in line with organizational deadlines.

• Enabling managers to submit all relevant information for the above by ensuring all

paperwork is fit for purpose and readily available via a range of mediums.

• To provide consistent advice to all employees, new and existing.

• To assist the HR and Staff Bank Manager in undertaking research relating to

project work as required.

• To ensure accurate document checking in relation to Right to Work and Criminal

Records Bureau applications are conducted as required by law.

• To develop and maintain a basic understanding of current HR policies and offer

direction within the remit of the role.

• To assist the Recruitment Coordinator as required.

Staff development Admin

• Book venues (external and internal) for all mandatory and developmental

courses, including induction and ensuring rooms are fully equipped.

• Review applications for internal and external courses to ensure correct

authorization has been obtained before processing.

• Arrange for all induction materials to be distributed to line managers for all new

Trust employees and casual workers.

• Issue invitation letters for all training courses, including statutory and

developmental programmes.

• Monitor attendance on all development programmes to ensure statutory

requirements are met and report on absences and failures to attend.

• Monitor attendance at statutory training to ensure all new employees are inducted

within the agreed timescales of individual start dates.

• Arrange training updates for staff as required.

• Promotion and marketing of courses internally and externally, including designing

of flyers to further promote the department and Trust.

• Arrange induction training for new staff both permanent and casual.

• Arrange statutory training for all new/existing employees (including contract/bank

and volunteers).

• Ensure attendance sheets/certificates are completed and distributed, and all

development activity is captured and transferred to all HR and Staff Development

IT systems.

• Ensure all professional/academic paperwork is recorded and completed in line

with awarding body standards.

• To work flexibly across the HR and Staff Development departments, assisting

colleagues when required.

• Project managing the Trust training record, ensuring that all data is current and

correct.

Computershare Investor Services

HR Administrator

August 2007 July 2008 (University placement)

Duties:

• Solely responsible for processing all contractual data for new employees

(including some work with international employees) into Personnel database (Main

task).

• Monitoring of database and continual input of any changes to employee’s details.

• Writing contracts and letters to employees.

• Coordination of client meetings including room bookings, food and

accommodation arrangements.

• Training of four new employees simultaneously on the Personnel database.

• Creating, organising and coordinating training sessions on the system for other

business departments.

• Arranging meetings between staff members (room bookings and times).

• Supervising the company induction including preparation of company material,

meeting and greeting new employees from reception, preparation and booking of

rooms, compiling emails to managers and coordination of presenters for induction.

• Candidate assessor during customer service representative assessment centres,

including taking interviews and evaluating group tasks.

• One of the main bodies responsible for the company filing room, including

updating and monitoring the filing system; creating additional component to the

filing system to increase effectiveness.

• Liaising with senior managers.

Skills profile

Team Work

• I am a flexible team member and am always focused on delivering the highest

standard of customer service.

• I can work cross functionally and coordinate my time and tasks with others in the

team.

• I believe that for a team to work at its best, the range of skills within that team

must be used efficiently in order to maximize results.

Communication

• I have experience of consulting with senior staff, stakeholders and clients.

• I have improved my communication skills through building and developing

relationships with staff members from all different levels of business.

• I have demonstrated discretion and confidentiality concerning personal

information.

• I am experienced and confident in preparing and giving presentations.

• Developed strong internal and external client relationships.

Organisation

• I am skilled at prioritizing workloads and meeting deadlines.

• I maintain a high standard of work at all times, even when under pressure.

• I work well both independently and in a team.

• I am confident working on my own initiative and managing my own workload

using methods such as online diary management and task tracking.

IT and numeracy skills

• I am highly competent with Microsoft Office programmes including Excel, Word

and PowerPoint. I have successfully completed Accounting and IT modules within

my degree course, and have used these skills in day to day tasks during my

employment experience.

Education

University of Plymouth

October 2005 – June 2009

BA (Hons) Personnel Management 2005 2009: 2:2 degree classification (57.05%).

Relevant Modules: Employee Relations, International and Comparative HRM,

Human Resource Management (including Recruitment and Selection), Corporate

Strategy, and Consumer Law.

Cardinal Griffin Catholic High School

4 A Levels: Design and Technology (Graphics) C, Music C, English Language D,

German E.

11 GCSEs: Grades A C including English A and Maths B.

Contact details

35 Railway View, Hednesford, Staffordshire, WS7 2ET

'Telephone: 078******** @ E mail: ***********@*******.***

References available on request

Contact this candidate