Alena Hunter

Worked closely with my colleagues to understand the needs of customers and stakeholders and use that understanding to design and develop high quality customer centred services.

Used variety of Lean Six Sigma tools and methodologies to ensure that our services meet the needs of the customer.

Used feedback from customers and stakeholders, monitored and analysed metrics to identify areas for improvement

Participated in development of a process review framework which empowers team members to identify and propose improvements. This has been successfully piloted by twenty teams nationwide and is now ready to be rolled out across the rest of the Operations Directorate.

Opportunities identified through annual review then have been categorised into quick wins or more extensive projects like green belt initiatives. It allowed for both immediate improvements and long term strategic developments.

Supported transitions by implementing strategies to minimise resistance, communicating effectively and ensuring smooth adoption across teams.

Collaborated in development of a training course aimed at enhancing managers' abilities to navigate challenging transitions

Collaborated with cross-functional teams to assess change readiness and identify potential challenges.

Conducted stakeholder analysis to understand concerns and gain buy-in from key individuals or groups.

Acted as a liaison between management and employees, addressing concerns and promoting a positive change culture.

Collaborated with cross functional teams to establish quality goals and initiatives providing guidance and support as needed.

Facilitated training sessions and workshops to educate employees on quality management practices.

Facilitated value stream mapping and SIPOC workshops for different teams.

Lead continuous improvement initiatives to optimize processes.

Prepared reports and presentations for senior management highlighting trends and improvement initiatives.

Assisted in coordinating the development of new services

Conducted research on customer needs

Supported the team on defining service objectives and scope

Assisted in managing timelines

Helped testing new products

Assisted in reporting project updates to senior management

Support adoption through training and communication

Helped evaluate service effectiveness post launch

Assisted in evaluating the team's readiness for transitioning projects or initiatives to BAU

Supported identifying potential obstacles or gaps in readiness for BAU integration

Coordinated training to prepare stakeholders for the transition

Provided administrative support for readiness related meetings

Assisted in monitoring and reporting on readiness progress throughout the transition

Collaborated with cross functional teams to ensure alignment of readiness activities with BAU objectives and timelines

Created and managed AID (Action, Information, Decision) and Risk log

Assisted in development and distribution of marketing materials, including brochures, presentations and promotional items

Coordinated logistics for marketing events, including venue booking, travel arrangements and booth set up

Assisted in a creation and distribution of marketing communications, such as email campaigns

Provided general administrative support to the marketing department as needed

Business owner

Provided support to doctors and clients, addressing inquiries and assisting with coordination

Managed medication and other products ordering, ensuring stock availability and compliance with regulations

Handled telesales responsibilities, promoting services and products to customers

Provided excellent customer service, addressing clients' needs and concerns with empathy and professionalism

Utilised CRM system to maintain patient records and interactions

Maintained accounts and financial records

Worked in accordance with Care Quality Commission requirements, ensuring compliance with healthcare standards and regulations