Maggie Young

ac7hli@r.postjobfree.com 585-***-****

*** ****** ******, *******, ** 06460

Personal Statement

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.

Employment

Administration Assistant The New York Bakery, Norwalk, CT

August 2018 - Present

Conducting administration tasks for a busy bakery & deli

Managing sales ledger

Operations scheduling

Field operations scheduling

Accounts receivable

Debt management

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.

Accountabilities

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

Accountabilities

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

Staff training

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

Accountabilities

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.

Accountabilities

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.

Accountabilities

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

Accountabilities

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.

Accountabilities

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.

Accountabilities

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.

Accountabilities

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.

Accountabilities

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

Accountabilities

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.

Education

Woolston High School Warrington

GCSE Level

Educated to GCSE standard obtaining 9 GCSE’s

Qualifications

Prince2 Practitioner - Project Management

Personal Interests

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.

References

David Davitt

IT Service Delivery Manager

ac7hli@r.postjobfree.com

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