- London, GB
- £12 /hr
- Available now
I provide a personal or virtual general assistance service to individuals or business. From simple tasks as collection your dry cleaning to general administration. No job is toomore...I provide a personal or virtual general assistance service to individuals or business. From simple tasks as collection your dry cleaning to general administration. No job is too small or long, simple or complicated my aim is to \'get the job done\' within the agreed time or earlier to an outstanding quality.
Area Covered: LONDON AND REMOTE
Work Experience Summary: South Bank University
Fees and Bursary Administrator (Temp. position)
15th March / 1st April 2010
Processing change of addresses, courses and circumstance forms
Dealing with student enquires regarding fees and bursary issues on the help desk
Filing paperwork and applications
Emergency Team Service Customer Service Officer / Reactive Facilities Maintenance Administrator (Contract)
September 2008 / May 2009
Handling and resolving all telephone enquires received through the emergency contact centre for all council services and redirecting queries not managed by the Contact Centre to operating internal departments or external agencies.
Receiving inbound facilities maintenance service calls (approx 70+ calls per day) using prescribed telephone etiquette, identifying and analyzing customer requirements/repair needs and obtaining relevant personal information/details as required based on the nature of the assistance required.
Searching bespoke housing/maintenance database and logging all maintenance requests on appropriate records. Issuing work order to appropriate contractor (plumbers/electricians/carpenters/etc) and monitoring progress until work completion.
Ensuring work required within stated quality and SLA. Updating records appropriately and/or escalating further work required to appropriate contractors/department. Updating client/tenant and team as required. Ensuring completion of all paper work/diary entries as required per job.
Initiating appropriate action and provide first time resolution on all enquiries and problems and keep the customer informed until the query has been resolved, i.e. Social Services, Homeless Persona Unit, Stray Dogs, etc .
Entering required information onto the Customer Relation Management system by logging all initial calls and customer contacts onto relevant databases. Updating related processes (inbound and outbound) and action points, and referring logged processes where appropriate.
Processes payments for Council Tax, Rents, Service Charge and Parking.
Monitor own performance and contribute to the overall achievement of the CSC KPIs.
To make outbound calls for designated campaigns. Report failed utilities service to appropriate companies and advice/update customers on service delivery failures and assess seriousness of these failures with appropriate action.
Specialty Group Plc.
Medical Emergency Operational Specialist (Medical Travel /Corporate Insurance)
(24/7 Call Center / Office Administration)
September 2006 / February 2009 (Rota shifts work)
First point of contract and case manager for corporate and public clients. Delivering excellent and professional customer service to a varied customer base by responding and prioritising high volume of inbound UK and International enquires via telephone, faxes and emails. Providing timely, professional resolutions in response to initial client enquiries via email, fax, phone, mobile, etc.
Sourcing, booking and coordinating UK/International flight itineraries, accommodation, ground transportation (taxi/couriers/private and hospital ambulances), medical personnel, etc. Coordinating home country private/public hospital admissions, as appropriate on a case per case basis.
Calculating detailed and anticipated expense treatment plan based on an individual complete medical requirement from hospital treatment coverage, private air ambulance repatriation, and medical personnel escorts to private ground ambulances. Interpreting level of financial coverage and exemptions detailed under insurance policy terms and applying appropriately to individual case facts. Credit Control each case and securing coverage increments as required.
Obtaining/securing initial/urgent guarantee of payment from Underwriters, Employers, Embassies, family, etc. for emergency medical treatment or/and general coverage of assistance required, i.e. flights, private ambulance, medical escorts, etc. Processing final payment coverage for all expenses incurred.
Liaising with medical individuals, Consultants, International Agencies, Embassies on all levels, in providing emergency assistance to clients and obtaining medical reports/information and clarification on medical history and pre/post treatment plan. In addition to liaising with Insurance Underwriters, Brokers, domestic and international companies, Account Managers with regards to individual case details, policy authorisation and coverage issues.
Self management, prioritisation and multi-tasking of individual case administration and time management of fluctuating workload both independently and as part of a team. Providing team support to colleagues and sub-contractors Obtaining and management of medical, immigration and relevant documentation and consents from clients in forms of medical/disclaimer consent forms, medical reports, letters of support, police/incident reports, air line medical clearances, payment guarantees and fitness to fly, etc. Coordinating referrals from external agencies, instructing international assistant agencies as required and instructing/authorising local/international medical personnel of particular case requirements.
Obtaining all personal, medical and insurance policy details and accurately recording the information onto the database and completing all relevant pre-assistance paper work/forms. Ensure constant detailed update on all action taken on the case is accurately logged on the database and appropriate filing of paper work in paper files. Production of detailed notification and end of case report to insurance underwriters.
Investigating and resolving any complaints and producing a report on the findings and conclusions/resolution recommendations. Evaluation of escalation of complaints to Management and/or the provision of the external appeal procedures in place.
Wirefast Ltd (24/7 Telecommunication/Messaging Service)
Customer Relation Team Technical Support Analyst and Helpdesk Administrator
September 2007 / September 2008 (Contract)
1st line point of contact for internal departments and external clients for IT support, system/platform problem resolutions, account enquiry, actioning all client/departmental administrative requests, i.e. providing product information to setting up new client accounts/users, inbound fax numbers, Redilists, etc. Monitoring and responding to daily enquiries by phone and email within SLA.
Logging/opening tickets from start to resolving for all users and client issues through the helpdesk and escalating where required to internal departments or external agencies and service providers.
Liaising with technical teams regarding resolution and obtaining update of issue and updating client regarding progress.
Operating and managing the in-house messaging monitoring system on a daily basis. Including the management of work queues and ensuring there compliance meets the company SLA;
Dealing with all system alerts/faults/failures by following the reporting action guideline instructions and instigation technical and managerial escalation procedures as required. Reporting alerts and system problems to external companies and service suppliers or/and escalating to specific external IT teams for further investigate. Production of fault reports and notifying appropriate manager on call of system alerts;
Data inputting and updating new/old client database/contact information. Ensuring all action on client accounts are updated on in-house database and changes appropriately recorded.
Daily/hourly testing of the system and platforms to ensure network availability.
Developing close relationship with the sales team and providing them with back-up and client support.
Completion of daily administration checks and duties, i.e. filing/scanning all documents to completing administrative daily check list forms.
Vertex Customer Management (Westminster City Council)
Correspondence, Complaints and Challenges Officer
February 2002 / July 2006
Investigating and evaluating appeal applications as a result of penalty enforcement action in accordance with and in contravention of relevant Legislation, Traffic Orders, Code of Practice and Council policy.
Undertaking necessary research using internal council resources/departments and external agencies i.e. DVLA, Police, Council Pounds, incident Parking Attendant Log Books, etc.
Preparation and consolidation of all evidence and communications for further stages of prosecution and to present to The Parking and Traffic Appeal hearings on behalf of the Council.
Responding to a high volume of investigated appeal correspondence with a view of providing a detailed reply and options for further appeal if an initial appeal was unsuccessful. Supplying financial restitution if required. Administering transfer of liability in change of ownership and contract hire agreement.
Responsibility of own casework load and time management. Compilation of statistical information for monitoring quality, quantity and individual/group work production targets. Working within Council SLA and daily work targets.
Data inputting and constant update of case information, progressions and requested evidence on bespoke computer database and paper files.
Taking Parking enquiries and complaints from the general public within the Parktel call centre service through all communication media.
Lambeth Crime Prevention Trust (Charity)
Facilities Project Manager, Charity/Event Administrator and PA to the Director and Trustees
January 2001 / January 2002
Project Manager of the Homesafe facilities project, first point of contact in answering all enquires from the public, external organisations and Local Authorities. Gathering and inputting all information onto in-house database. Liaising and distribution of work to appropriate external contractors. Monitoring job progress from start to completion and monitoring customer satisfaction. Developing and implementing improvements into the work request/administration system. Promotion of the project and submission of information for report and funding purposes. Collating contractual invoices and submission of invoices for the project to local authority.
Complete organisation and implementation of yearly training programmes and seminars which involved drafting operational plans, management of budget for each training course, raising invoices and reconciling accounts, sourcing, visiting and booking of venues, securing and booking trainers and speakers, Organising travel arrangements and presentation equipment. Design, drafting and distribution of training program booklets and leaflet. Publicising the program through leafleting in local and national publications, external organization publications, intranet websites, etc. Developing and maintaining training database using Access and paper file systems.
Managing and controlling the Training budget and production of financial records;
Control and monitoring of the yearly training and the Homesafe Project financial budget, paying invoices, collecting the fees for the workshops/training days. Collating invoices and production of quarterly financial accounts.
Providing general administrative and supportive duties for Project Officers, Trustees and acting P.A to the Director of the Trust, i.e., database management, word processing, stationary monitoring and ordering, Organising mailings, answering general inquiries, Board Meeting organisations and minute taking, diary management, stationary order and control, travel arrangements, petty cash expenditure payments and control, etc.
The Place 2 Be (Charity)
Recruitment, Placement and Training Event Officer
March 1998 / December 2000
Compiling mailing volunteer recruitment and information packs to Further Education Institutions, external agencies, charities, etc. Answering telephone, written and face-to-face enquiries regarding all aspects of recruitment, training and volunteering with the organization. Organising training venues, interviews and supplies of required materials and refreshments required during the training weeks;
Drafting recruitment advertisement for volunteer vacancies;
Collating all volunteer and salaried post holder applications and processing accordingly, i.e. references, police checks, etc. Production of offer letters and employment contracts, arranging interview schedules and final interviews/meetings.
Maintaining updated contacts with successful recruits and all interested parties, i.e. Managers, agencies, etc;
Developing, maintaining and archiving an accurate paper filling and electronic system and database for new and old recruits. Ensuring up to date data inputting details on each individual volunteer recruited is correctly logged;
Complete development and implementation of the 3-day Induction Training Event Program for all recruited volunteers (150+people), i.e., sourcing venue, organizing catering, ordering, compiling and distribution of training materials, sourcing and securing speakers and trainers, arranging group workshops, compiling and distributing training information to participating delegates. Final placement and management of each volunteer after training.
Development of financial system and control of accounts on all school equipment orders and petty cash expenditures. Maintaining and monitoring school equipment/stationary levels.
Education Summary: Middlesex University: London October 1996- July 2000
BA (Hons) Law and Business Studies
Surrey Institute of Art and Design: Epsom, September 1993-June 1995
Higher National Diploma in Fashion Design
Croydon College: Croydon
September 1991-June 1993
National Diploma in Fashion Design
Quinton Kynaston Secondary School: London
September 1987-June 1991
MS TOSIN A.
VIRTUAL AND PERSONAL ASSISTANT