Debbie Sharp

• Planned training schedules, prepared materials and booked necessary rooms and facilities.
• Ordered training supplies and resources to facilitate programme delivery.
• Registered participant arrival to document attendance and enable course certification.
• Maintained customer documentation with accurate, up-to-date personal and participation details.
• Managed participant information ensuring GDPR compliance.
• Updated online platforms with training availability to maximise capacity.
• Liaised between departments to ensure coordinated efforts during trainings.
• Managed logistics of training events to ensure smooth running.
• Facilitated communication between trainers and trainees for effective knowledge transfer.
• Streamlined training process by developing efficient administrative procedures.
• Produced detailed reports after each session; providing valuable feedback for future improvements.
• Processed invoices related to training budgets whilst maintaining accurate financial records.
• Maintained an organised database of all trainings completed, ensuring easy access at all times.
• Assist as a producer for online webinars, managing technical difficulties.
• Regularly reviewing operation and logistics procedures to ensure smooth operation.

• Confidently handled customer enquires and transactions within high volume call environment.
• Addressed client inquiries and concerns promptly, maintaining high standard of customer service.
• Acted as liaison between clients and internal departments to streamline communication.
• Maintained comprehensive understanding of clients' needs and expectations.
• Proactively channelled customer feedback to relevant departments to promote continuous process improvement.
• Took meeting minutes and distributed to core staff for effective inter-office communication.
• Maintained high standards of accuracy and quality in data entry and recordkeeping.
• Managing schedule for mediators and travel arrangements for face to face meetings.

• Acted as single point of contact for stakeholders.
• Identified and managed budget, timescale and scope changes, recommending actions and improvements to meet project goals.
• Led meetings with both client and internal teams to facilitate and drive project completion and provide status updates.
• Built and nurtured professional relationships with wide range of stakeholders.
• Drafted accurate monthly management reports to illustrate project timelines and progress.
• Evaluated project risks and feasibility, identifying issues and proactively implementing proposed solutions.
• Communicated project progress and challenges to stakeholders for decision-making purposes.
• Facilitated client meetings, providing updates on project progress and addressing concerns.
• Maintained project management software to optimise task tracking and workflow management.
• Coordinated training programme set up, readying spaces, teams and resources for activity.
• Maintained customer documentation with accurate, up-to-date personal and participation details.
• Updated online platforms with training availability to maximise capacity.
• Updated learning portals to reflect available training courses and resources, increasing employee engagement.
• Updated project documentation, providing accurate and accessible information for stakeholders.

Working alongside the Support manager and closely with the support, Engineering, product, professional services and sales team to correctly position and prioritize the work necessary to resolve customer issues in a timely manner

• Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
• Owned end-to-end complaint handling and resolution in line with established procedures.
• Responded to customer feedback within target timescales.
• Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
• Took ownership for customer correspondence to deliver exceptional customer service levels.

Provide front line support to the technical support team, answering calls, triage, gathering logs, information and logging service requests

• Answered incoming tech support calls calmly under pressure situations; ensured quality customer experience despite high volumes of inquiries.
• Improved client relations by providing first line support to customers experiencing technical difficulties.
• Escalated complex technical issues to senior staff promptly, ensuring swift problem resolution.
• Used Salesforce to track support tickets and document actions.
• Consistently achieved service rating targets, managing customer enquiries with personalised care and attention to achieve SLA targets.
• Assisted customers with varying questions using product knowledge and service expertise.
• Built customer rapport by providing friendly, genuine service, increasing customer retention.
• Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
• Manage call flow and responded to technical support needs of customers
• Passing on leads to relevant teams
• Updating databases and contact information
• Responded to customer enquiries via company live chat system.

• Preparing essential clinical trial documents
• Tracking, distributing and filing documents when they are returned
• Maintaining the electronic Trial Master File (TMF)
• Preparing and sending study materials to investigator sites
• Attending study meetings and arranging investigator meetings
• Raising purchase orders to pay investigator sites
• Arranging team meetings and taking minutes
• Creating and maintaining study contact lists for study team and sites.

• Greeting visitors on reception
• Answering phone and passing calls to correct departments
• Managing meeting room bookings for the building
• Organising courier collections and international documentation
• Managing timekeeping system for all employees
• Managing facilities requests and ordering stationary
• Managing CV database for HR team
• Arranging interviews with candidates.