Director of Operational Delivery & Improvement at Doctor Care Anywhere 2019 - 2020 Accomplishments and Experience 0 Contribute To The Definition Of Product Features 0 Developing And Managing Kpis To Drive Improvements And Deliver Performance 0 Liaison With Internal And External Auditors 0 Provide Regular Liaison And Timely Feedback To Management Team On All Aspects Of Service Delivery 0 Search For Best Practices And Innovative Solutions Which Could Improve Production And Quality
Operations Manager at Doctor Care Anywhere 2018 - 2019 Accomplishments and Experience 0 Analysed Inbound Trends To Inform Product Requirements & Eliminate/Reduce Customer Service Queries At Source. 0 Built And Managed Operational Relationships With Key Suppliers To Help Streamline High-Volume Manual Tasks. 0 Developed An Operational Structure To Support A X10 Growth Phase While Achieving An Nps Of ~80. 0 Ensure The Timely Delivery Of Services And Products To Clients 0 Implemented A Complaint/Incident Management And Review Process Informed By Capa Principles. View More
Head of Customer Service and GP Supplier Panel at Doctor Care Anywhere 2016 - 2018 Accomplishments and Experience 0 Built A Customer Support Function To Support Patient Queries From Scratch. 0 Designed And Supported The Implementation Of Our First Customer Service Case Management System 0 Developed A Comprehensive Suite Of Training Documents To Support The Integration Of New Team Members. 0 Doubled The Clinical Workforce To Ensure The Company Had A Reliable Supply Of Doctors To Support Stable Growth. 0 Part Of The Team That Achieved Iso 9001 Accreditation At The First Attempt.
Content Writer, Editor & Proofreader at Global Content Limited 2015 Accomplishments and Experience 0 Attracted Hundreds Of Thousands Of Views For Most Popular Articles. 0 Devised, Planned & Wrote Stylistically Appropriate Articles For A General Interest Website With Over 250,000 Subscribers 0 Earned Additional Responsibilities To Edit, Check And Proof Articles Created By Other Writers 0 Selected And Planned Appropriate Content For Translation Across Multiple Languages.
Account Manager & Head of Customer Service at Overland Health 2010 - 2014 Accomplishments and Experience 0 Consistently Achieved Excellent Results Against Contractual Slas. 0 Designed And Installed A Comprehensive Complaint Management And Root Cause Analysis Tool. 0 Developed And Implemented Efficient New Salesforce Processes To Reduce High-Volume Tasks Like Invoice Processing To Seconds Of 0 Direct Management And Performance Review Of 9 Staff. 0 Established A Dedicated Customer Care Team To Manage And Resolve Difficult Cases And Improve Customer Satisfaction View More
Supply Manager at The e-Reporting Group 2008 - 2009 Accomplishments and Experience 0 • Part Of The Senior Management Team, Presenting Bi-Weekly Reports To The Board. 0 Detailed, Strategic Capacity Planning To Align Supply With Demand And Reduce Unnecessary Expenditure. 0 Led A Project To Reduce Supplier Costs, Achieving A 25% Overall Reduction In Monthly Expenditure On Gp Medical Reports 0 Managed A Panel Of Several Hundred Experts, Who Were Responsible For Providing 30,000 Medical Reports P/A
Customer Service Team Leader at The e-Reporting Group 2008 Accomplishments and Experience 0 Developed Training Materials And Plans. 0 Led A Team Of 8 Staff To Deliver Daily Customer Service Tasks. 0 Monitored Performance Against Kpis.
Claims Operative at The e-Reporting Group 2005 - 2008 Accomplishments and Experience 0 Managed Claims For Solicitors And Liased With Medical Experts To Secure Reports. 0 Took On Senior Duties Including Special Management Of Key Solicitor Accounts. 0 Took Up To 100 Calls A Day In A Busy Call Centre.