Amanda Winpenny
Sheffield,South Yorkshire
Summary
A highly skilled professional with expertise in verbal and oral communication, technical troubleshooting, and specialist software knowledge. Demonstrates proficiency in process improvement techniques and project management, ensuring efficient query resolution and effective presentation delivery. Committed to fostering a productive work environment through employee onboarding and resilience under pressure, with a focus on continuous career advancement in dynamic settings.
Dependable and well-qualified individual with skills in communication and problem-solving, coupled with strong ability to manage and prioritise tasks. Demonstrated proficiency in providing support and working collaboratively within teams. Committed to driving positive outcomes and enhancing organisational efficiency.
Overview
27
27
years of professional experience
2
2
years of post-secondary education
Work History
Portfolio Senior Application Support Officer
Sheffield Council
Sheffield, South Yorkshire
01.2020 - Current
- Collaborated with users to define system requirements
- Converted business needs into clear system specifications for development teams
- Improved system efficiency by implementing new software solutions.
- Resolved software application issues to enhance performance and support resolution
- Analysed and resolved technical problems, reducing downtime significantly.
- Outlined needs to meet end user requirements.
- Streamlined office procedures with introduction of automated systems.
- Reviewed and raised requests to enable system performance improvements.
- Provided crucial support during critical system upgrades, minimising disruption to key services.
- Facilitated system expansion, modification and updates.
- Identified new opportunities to improve business process efficiency.
- Collaborated with cross-functional teams for successful project delivery.
- Liaised with external agencies to ascertain quality IT system provision.
- Consulted with users and management to formulate guiding principles.
- Delivered first- and second-level support to maintain end-user operations.
- Identified potential system improvements through comprehensive audits.
Project officer
Kirklees Council
Huddersfield, West Yorkshire
01.2010 - 01.2020
- Achieved high client satisfaction through consistent delivery and communication.
- Determined project schedules and kept projects on track using proactive adjustments to workflow.
- Implemented change management strategies to ensure seamless transitions.
- Organised meetings for efficient communication among team members.
- Achieved successful project completion with regular team coordination to over 200 operatives and 100 back office users.
- Defined project scope, milestones and task allocation to establish and maintain clear progress plans.
- Managed desires and expectations for key stakeholders across local authority.
- Analysed and resolved complex resource management issues for optimised scheduling.
- Delivered timely results by coordinating with team members and stakeholders.
- Designed project presentations and reports for executive teams.
Office manager
Kirklees Council
Huddersfield, West Yorkshire
01.2008 - 01.2010
- Oversaw recruitment for clerical staff, accounting and operations teams.
- Accurately executed secretarial tasks, maintaining smooth administrative operations.
- Streamlined office procedures, implementing new systems to address bottlenecks and disruptions.
- Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs.
- Produced and distributed monthly reports using Excel knowledge, enabling improved business analysis.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Created and submitted progress reports to upper management.
- Coordinated team meetings for effective communication and project alignment.
- Ensured smooth day-to-day operations with diligent oversight of office tasks.
- Utilised Microsoft Excel to manage spreadsheets and deliver specialised reports on company metrics.
- Set office policies and procedures to keep team members coordinated.
- Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
- Oversaw recruitment processes, attracting top-tier talent for team expansion.
- Coordinated office workflow and implemented improvements to drive efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Generated Key Performance Indicator reporting to drive better performance and achieve 100% gas compliance.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Oversaw daily operations to achieve high productivity levels.
- Offered friendly, efficient customer service and handled challenging situations with ease.
Business Support Officer
Kirklees Council
Huddersfield, West Yorkshire
03.2003 - 01.2008
- Photocopied, faxed and filed documentation to maintain customer records.
- Resolved complex queries, ensuring customer satisfaction.
- Adapted quickly to changing environments whilst maintaining high work standards.
- Updated internal databases regularly for accurate record-keeping.
- Checked in visitors and provided appropriate passes and security clearances.
- Sorted, distributed and sent mail to maintain good customer communications.
- Recorded information about inquiries and complaints within internal database.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Set appointments with field teams to carry out service changes or deliver new products.
- Listened actively to offer accurate information and best solution to their needs.
- Ensured secure data handling, following GDPR regulations.
- Offered friendly, efficient customer service and handled challenging situations with ease. Dealing with internal and external customers.
Post office assistant
Post Office Ltd
Mirfield, Kirklees
08.1998 - 03.2003
- Conducted routine audits of stock levels with diligence.
- Sorted mail and parcels, maintaining organised workspace.
- Answered queries about postal regulations effectively, providing clarity for customers.
- Balanced cash drawer at end of each day successfully. With daily cash balance of over £17K.
- Operated computer systems accurately to process transactions without errors.
- Received new mail items from customers and issued receipts.
- Promoted available services to boost sales revenue.
- Collected signatures and payments from customers sending and receiving mail.
- Provided outstanding customer service with friendly manner to uphold Royal Mail brand.
- Adhered to security policies to maintain service integrity.
- Maintained clean and orderly work area for operational efficiency.
- Delivered excellent service by understanding customer needs.
- Assisted customers with postage rates, leading to informed decisions.
- Sold stamps, stationery and mailing envelopes for revenue generation.
- Handled cash transactions efficiently for smooth operations.
- Increased revenue by recommending products.
Education
GCSEs - Maths, English, French, Geography, Science,
Castle Hall Academy
Mirfield, Kirklees 09.1989 - 06.1991
Diploma of Higher Education - Prince 2 Project Management
Knowledge Academy
Leeds 05.2016 - 05.2016
Foundation Certificate - IT Service Management
PeopleCert
Sheffield 05.2024 - 05.2024
Skills
- Verbal and oral communication
- Technical troubleshooting
- Specialist software knowledge
- Process improvement techniques
- Project Management
- Query resolution techniques
- Presentation delivery
- Employee onboarding
- Resilience under pressure
Timeline
Foundation Certificate - IT Service Management
PeopleCert
05.2024 - 05.2024
Portfolio Senior Application Support Officer
Sheffield Council
01.2020 - Current
Diploma of Higher Education - Prince 2 Project Management
Knowledge Academy
05.2016 - 05.2016
Project officer
Kirklees Council
01.2010 - 01.2020
Office manager
Kirklees Council
01.2008 - 01.2010
Business Support Officer
Kirklees Council
03.2003 - 01.2008
Post office assistant
Post Office Ltd
08.1998 - 03.2003
GCSEs - Maths, English, French, Geography, Science,
Castle Hall Academy
09.1989 - 06.1991
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