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    Danielle Sherlock

    Danielle Sherlock

    Customer Service / Administration / Security and Audit / Knowledge Manageme...

    Hemel Hempstead, United Kingdom

    I have valuable customer service, training and documentation writing, data input and office administration skills. I have extensive knowledge with all Microsoft Office packages...Read moreI have valuable customer service, training and documentation writing, data input and office administration skills. I have extensive knowledge with all Microsoft Office packages and have an average typing speed of 70 words per minute. I excel at learning new processes, applications, suites and packages at a quick rate and to a high standard. Currently I manage a Security and Audit, Documentation and Training and Budgets and Billings team and therefore have a very regulated working background. I enforce Sarbanes Oxley processes throughout my orginisation, so I am used to working under strict guidelines and within tight deadlines. Prior to my current role I managed a first line IT. service desk which gave me the appreciation for offering premier customer service, meeting Service Level Agreements and working within an ITIL framework. I have also been responsible for implementing an ITIL based incident, request and knowledge management system which is now being used by 55,000 customers. I am keen to buy my own home, so am looking to work evenings, weekends and bank holidays.

    Area Covered: Customer Service / Administration / Security & Audit / Documentation & Knowledge
    Company Name: None
    Industry: Information Technology
    Employees: 1


    Work Experience
    -----------------

    Job Title: Project Leader - IT Finance & Reporting, Security & Audit and Knowledge Management
    Company: Parker Hannifin
    Description: Implementing Sarbanes Oxley controls
    From:05/Nov/2011

    Job Title: Service Desk Project Leader
    Company: Parker Hannifin
    Description: Manage and prioritise teams’ calls in a timely and decisive manner to ensure Premier Customer Service
    Manage the Integrations software and process
    Prioritise and check priority of incoming helpdesk calls
    Monitor the assignment of categories of incoming helpdesk calls in accordance with agreed categorisation
    Monitor the assignment of helpdesk calls to team members to make effective use of available resources.
    Monitor progression of open helpdesk calls assigned to team members to ensure service levels are being met.
    Provide assistance to team members when required in resolving problem issues.
    Monitor call closure and customer complaints to ensure level of quality are maintained.
    Produce statistics in agreed format and timescales.
    Ensure that all call resolution procedures are followed at all times.
    Identify and understand customer training needs
    Propose training solution to include costs, estimated effort, customer requirements and deliverables
    Seek management approval on agreed solution
    Design training material and documentation
    Organise training delivery to include times, resources and venue.
    Deliver training program as agreed.
    Monitor training quality and seek feedback as defined within agreed procedures
    Identify further or follow up training from customer feedback
    Report on training statistics to agreed format and timescales.
    Develop and maintain relationships with customers
    Identify customer requirements for systems development to support business practices
    Identify and specify solutions to meet customer requirements
    Cost and estimate effort associated with proposed solution.
    Seek management and customer approval in accordance with agreed standard procedures.
    Revise proposed solutions, cost and effort if required to do so.
    Identify other business operations where proposed solution may be beneficial and seek approval for implementation.
    Implement solution as a project following standards procedures and responsibilities.
    Produce project specifications and agree customer deliverables.
    Seek approval from management for project specification and deliverables.
    Project manages dept owned projects, adhere to Corporate IT project procedures at all times.
    Assist other project leaders in Corporate IT projects.
    Assign deliverables to other team members making best use of available resources.
    Define action plan for own deliverables, taking into consideration resources, costs, and quality control.
    Seek customer agreement for action plan to include timescales, customer actions and quality measurements.
    Ensure that deliverable is complete within cost and time constraints.
    Manage, communicate and prioritise teams’ project work to ensure all are completed within defined timelines and to department standards.
    Mentor all members of the team to ensure calls and projects are focused on and progressed in a timely manner
    Mentor all members of the team to ensure personal development plans are comprehensive and progressed
    Take responsibility for business impacting issues within the Corporate IT Department.
    Communicating corrective actions both long and short term to system issues and follow up to ensure root cause is identified and proactively managed.
    Reacting quickly to demands of clients at all times.
    Supporting management in completion of adhoc projects
    From:28/Nov/2005 To:07/Nov/2011

    Education Summary: 11 GCSE's A - C including English, Maths and Science
    3 A Level's Pyschology, Business Studies and Law
    2:1 LLB Degree in Law
    ITIL v3 Certified
    SDI Analyst Certified

      5.0
      (1)
      ÂŁ8
      /hr
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    call centercustomer serviceoffice managementadobe captivatecopy typingInformation Technology Infrastructure Library (ITIL)microsoft office (ms office)

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    Receipt entry into excel (Book Keeping)
    • Barneyby Barney G.
    • Posted: 25 Aug 2012
    • 0
    • 02 Apr 2013 Barney G.
      Barney G.
      London, GB

      As always danielle does an outstanding job :)

    165500

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