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Competences
Experience
Operational Specialist
Hope Care Support
2021-10 -
Own internal and external enquiries from initial review through resolution, gathering accurate information, coordinating follow‑up and escalating when required. Maintain operational records, workflow trackers and structured digital files to ensure actions, deadlines and outcomes remain visible and auditable. Prepare reports, procedures and guidance, translating detailed requirements into clear information for colleagues. Support payroll coordination, staff scheduling systems and training records, resolving discrepancies across multiple platforms. Identify recurring documentation and process gaps and introduce practical improvements that strengthen consistency and reduce repeat issues.
Operations Coordinator
Hope Care Support
2019-03 - 2021-02
Responded to staff and client enquiries, clarified needs, resolved routine issues and ensured outstanding actions were followed through. Coordinated schedules, training records, deadlines and operational documentation while balancing multiple priorities. Prepared reports and operational guidance and helped implement improved administrative processes and procedures. Managed documentation flow and supported the team in meeting SLA expectations.
Financial Services Officer
Hertfordshire County Council
2014-10 - 2016-08
Handled service‑user and stakeholder enquiries about financial processes with clarity, patience and sensitivity. Reviewed financial documentation, analysed individual cases and identified missing or conflicting information against policy requirements. Managed sensitive information carefully while delivering accurate, consistent service across a busy caseload.
Information Technology Help Desk Analyst (Contract)
Fujitsu
2014-03 - 2014-10
Provided first‑line technical support, investigated user issues and resolved service requests within SLA requirements. Logged incidents accurately in service‑management systems, documented troubleshooting steps and maintained clear case histories. Gathered diagnostic information, applied appropriate troubleshooting steps and escalated to specialist support when needed. Managed multiple requests simultaneously while keeping users informed and delivering professional, calm customer service.
Langues
English
fluent
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