I have vast experience of working within an office environment. I am passionate about delivering results, with extensive experience in planning and co-ordinating activities/tasks.
I am a dynamic, team orientated first class communicator who is able to function effectively at all levels.
Administration Assistant The New York Bakery, Norwalk, CT
August 2018 - Present
Conducting administration tasks for a busy bakery & deli
Managing sales ledger
Field operations scheduling
liaising with suppliers and clients to ensure good relationships are maintained
Software lifecycle management (this covers bugs and training)
Creation of the full product portfolio in new system. maintain changes and provide audit reports
Point of contact for CEO for all queries in relation to the bakery operation
Creation of reports for the CEO and board meetings
All other ad hoc requests
Food Service Assistant Honeoye Falls Central School District, NY
May 2017 – May 2018
Preparation of food and baked goods based on nutritional requirements for 2750 students across 4 schools.
Inventing and baking sweet goods for sale across the schools creating extra revenue for the department
Creating and executing 3 course menus for external events hosted by the schools
Ensuring all schools have sufficient inventory required for the day.
Coordination of inventory deliveries to all schools from a central location. Liaising with external couriers to ensure timely deliveries.
Consulting monthly menu plan and ensuring that all required food items are ordered and available when required.
Receiving inventory deliveries ensuring all items are stored correctly and inventory is rotated as per HAACP guidelines.
Following all departmental HAACP procedures including logging of all temperatures.
Ensuring all equipment and work areas are sanitised to code standards
Deliver an excellent level of customer service dealing with queries from schools, colleagues, faculty, students and suppliers.
Train new employees on departmental procedures.
Supervise daily operations in absence of manager
Coffee Shop Assistant Enjoys Sweets & Savouries, Honeoye Falls, NY
August 2016 – May 2017
Preparation of food and beverages to order in the local village café
Greeting customers taking orders for food and beverages
Preparing hot and cold food and beverages
Daily preparation and baking of sweet goods such as cookies, muffins, cupcakes etc.
Daily preparation of savoury goods such as fresh, homemade soups and quiches
Development and implementation of local promotions
Key holder – opening & closing of premises
Running daily reports
Daily cash up and banking
Supervising colleagues in owners absence
Liaising with external suppliers and sales people
Ensuring all equipment and work areas are sanitised to code
Following all HAACP guidelines with regards food preparation
IT Helpdesk Implementation Supervisor The Sports Office, Wigan
May 2015 – November 2015
To create and implement an IT helpdesk solution for a sports analytics company, providing a service to British and international athletes
Actively planning and tracking project progress, communicating with and updating the stakeholders
Managing risk and issues proactively
Making proactive suggestions for service improvements
Creating and updating all infrastructure and technology related documentation and training materials
Providing operational support ensuring all systems are online
Providing a VIP service for clients (athletes)
IT Helpdesk Supervisor Integrated Dental Holdings, Bolton
October 2014 - May 2015
To lead the IT helpdesk who are the customer facing team of IT. Promoting a positive customer experience.
Manage the IT helpdesk (1st and 2nd line) team, ensuring the team meet agreed KPI’s and team objectives.
Liaise with external suppliers on complex issues
Educate and re enforce business IT policies and procedures
Assigning categories and priorities to calls, managing team members workloads
Enforce request handling procedures and escalation policies
Manage the escalation of IT helpdesk requests
Establish and enforce IT helpdesk service level agreements in consultation with end users to establish problem resolution expectations and time frames.
Maintain a 95% SLA
Participate in supplier relationship management
Develop a knowledge base for use by all IT staff and end users where appropriate
Analyse performance of IT helpdesk activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems
Analyse trends in IT helpdesk requests, generating statistical reports
Lead IT helpdesk recruitment and inductions carrying out performance reviews
Oversee the development, implementation and administration of IT helpdesk staff training
Maintain IT helpdesk staff rota
Champion IT communications and business liaison
Produce daily/weekly/monthly analysis reports
Acquisitions Supervisor Integrated Dental Holdings, Bolton
October 2012 – October 2014
To manage & execute the installation of IT hardware/software into newly acquired dental practices. To oversee this process until the practice is running efficiently on the company’s private network.
Liaising with both internal & external parties such as Business Development, Estates Management, IT Engineers, telecoms providers, Broadband providers, data installation & software suppliers to ensure they are engaged simultaneously and with accuracy.
Creation and maintenance of processes to ensure all installations run smoothly
To liaise with hardware suppliers to source the best cost effective equipment
Maintain an accurate record of expenditure and to ensure any expenditure is within the Capex budget.
Creation of weekly reports for distribution to senior directors and internal departments.
Creation and maintenance of the property database for new and existing practices ensuring all data is current and accurate.
To liaise regularly with senior management to ensure all legal documentation is in hand
To chair & attend regular meetings with both internal & external parties to provide regular updates
Compilation of property information packs for internal use.
Logistical planning of installations to minimise engineer downtime and maximise engineer efficiency.
IT Admin Assistant Integrated Dental Holdings, Bolton
March 2011 – October 2012
To answer incoming calls from our 500+ practices to the IT Helpdesk in a professional and courteous manner
1st tier support and documenting any IT issues for escalation and resolution within the agreed SLA’s
Documenting all IT Stock
Liaising with suppliers to source the best prices/quality for IT equipment
Liaising with both senior IT Engineers and helpdesk staff to establish hardware requirements
Organising ordering and delivery of equipment to over 500 practices
Creation of processes with supporting documentation to enable the IT Department to run more efficiently
To organise broadband & equipment for new acquisitions to enable them to have a network connection to Head Office within SLA.
Arranging travel and accommodation for IT Engineers
Documenting mileage of company vehicles for the IT Department
Lead IT Analyst reporting to the IT Manager on a project to transition the IT Helpdesk contacts into the Service Centre
Shop Assistant R & H Roberts Bakers
Golborne November 2009 – March 2011
R & H Roberts are a family run, independent bakers, confectioners and butchers who prepare and sell baked goods in their bakery shop.
To serve freshly baked goods to customers in the shop
To ensure stock is full and if not, on order
To prepare and make various savoury & sweet fillings for goods to be sold in the shop
Delivery of ordered food to local Surestart centres
Office Administrator Hughes Brothers Ltd
Leigh August 2007 – September 2009
Hughes Brothers are a family run local building company who as well as domestic building projects have contracts with several councils to undertake kitchen and bathroom renewals within their social housing schemes.
To collate all costs regarding building projects and invoice clients accordingly.
Procurement of materials to enable building projects to start / continue.
Configuration and management of vehicle tracking system including analysis of all journeys, time keeping and vehicle usage out of hours.
Secretarial and administrative duties for company directors including minute taking and travel and accommodation bookings.
During my time at Hughes Brothers I identified areas in which the company had not invoiced completed projects correctly. I took it upon myself to audit over a 1000 properties looking for work completed but not invoiced. This project took 6 months to complete and in that time I had found the company over £500,000.00 of items that had not been invoiced.
Senior Resource Analyst Vertex
Bolton July 2005 – July 2006
Vertex is an outsourcing company dealing with customer services and back office operations for several FTSE 100 companies, including North West Water (United Utilities) and Eon.
Forecasting resource needs, utilising work management methods and practices and applying across all work categories.
Providing detailed analysis and solutions to identify workforce workload variation.
Monitoring short and long term trends and ensuring that defined KPI’s are met.
Performing assessments of external environmental factors and their impacts on the contact forecasts and resource levels.
Building effective relationships between contact centre management and resource management function.
Using historical and current data to develop forecasted resource needs.
Traffic Manager Singlepoint Communications
Stoke – on – Trent November 2003 – July 2005
Singlepoint were a telecommunications company dealing mainly in sales and retention of mobile phone contracts. Singlepoint was purchased by Vodafone in 2005.
Analysis of real time service level impacts taking action to ensure service level agreements are met.
Maximising call centre performance through optimisation of scheduled activity.
Intra-day forecasting of calls and average handling time to understand FTE requirements across the day.
Real time co-ordination of resource activity across all sites.
Negotiating and challenging adherence to schedules for contact centre staff.
Developing and maintaining relationships with all business areas.
Resource Analyst Vertex
Warrington September 2001 – November 2003
Ensuring maximum staff utilisation is achieved whilst planning for exceptions such as training sessions and meetings.
Continually optimising all staff schedules through maximisation of the role profile
Ensuring that real time and future exceptions are logged on the workforce management tool in a timely fashion
Escalating all service effecting issues to the operational managers.
Ensuring all appropriate phone based skill changes are actioned as required.
Working as part of a virtual workforce management team, coordinating the service level achievement across all sites.
Woolston High School Warrington
Educated to GCSE standard obtaining 9 GCSE’s
Prince2 Practitioner - Project Management
My main interest is spending time with my family, and as a Mother ensuring that they are organised and on time for everything on a daily basis. In my spare time, I enjoy cooking, reading and running.
IT Service Delivery Manager