Hayley Dunn
Haverhill,Suffolk
Summary
Innovative and forward-thinking professional with a strong focus on developing valuable solutions. Accustomed to leading a team through change whilst delivering accurate Enquiries about Results on time to customers and learners. A kind and empathetic leader who strives to build strong psychological safety in teams.
Overview
9
9
years of professional experience
4050
4050
years of post-secondary education
Work History
Results Coordinator (Cambridge International)
Cambridge University Press & Assessment
Triangle Building, Cambridgeshire
03.2023 - Current
- Supported team members through change. Examples being, implementation of Nova, expansion of global footprint, introduction of PDQs.
- Active participant on multiple working groups / projects (Access to Scripts, Modified Markschemes, Longfin)
- Chaired my own working group on RM Assessor development to find a solution that reduces administrative burden experienced by examiners taking part in EaRs, allowing them to focus on applying their expertise.
- Developing solutions to support & improve examiner experience of EaRs (8x8 system, feedback collation, RM development, creation of training & support materials).
- Using data-driven decisions to build resource profiles.
- Creation of EaR team specific strategic goals. Supporting team members create their own SMART development goals.
- Risk Champion - regular maintenance of the Results Risk Register and developed a standardised framework for team members raising incidents and finding root cause.
Senior Operations Administrator
Cambridge University Press & Assessment
DC10, Whittlesford, Cambridgeshire
08.2021 - 03.2023
- Ensured direct reports complete a variety of documented, business critical processes accurately and within pre-agreed timescales.
- Outsourced WP7 from Cambridge English to India Operations Centre (IOC) by developing training and processes.
- Work Instruction Champion - Upskilled colleagues through training and bi-annual documentation reviews, setting high standards and supported guidance documents used across CEQ Delivery.
- Supported wellbeing, engagement, and development of direct reports.
- Experience in following formal capability procedure leading to dismissal.
- Collaborated with internal & external stakeholders to improve processes and respond to customer queries and complaints.
- Supporting & overseeing UAT testing.
- Identified risks & issues found in business critical processes, formed mitigations and assigned actions. Maintained Corporate Risk Register on behalf of the CEQ Delivery Marking team.
Operations Administrator
Cambridge Assessment
DC10, Whittlesford, Cambridgeshire
03.2021 - 07.2021
- Supervised team of temporary associates: contingency marking, keying, markscheme management, script tracking & missing marks investigations.
- Delivered training on new verifier system (Vidado / Chorus).
- Used problem solving skills to adapt quickly to challenges and problems in a busy office environment.
- Liaised with the Content Team to establish new schedules, improve processes and cut costs.
Team Lead
Adecco
Triangle Building, Cambridgeshire
10.2019 - 11.2019
- I was asked to temporarily act as Team Leader to support with the successful processing of the English Literature Admissions Test (ELAT).
- Provided oversight to a team of Principle Examiners and small operations team (keyers) at the Triangle ensuring conflict of interest was managed and all deadlines met in line with university offers.
- Clear communication and confidence required to provide direction to Assessors that I had never worked with before.
Administrator (Cambridge English)
Adecco
DC10, Whittlesford, Cambridgeshire
10.2017 - 02.2021
- Reviewed potential malpractice cases submitted by candidates, invigilators and centre staff.
- Strong attention to detail and organisation skills required when preparing evidence for the Malpractice Panel and issuing the correct results to candidates.
- Used Zendesk to liaise with Centre Exams Managers & GPaO during script tracking process. Reported KPIs and any blockers at daily stand up.
- Created Zendesk macros to improve efficiency and quality of customer communications.
Clerical Marker (Cambridge English)
Adecco
DC10, Whittlesford, Cambridgeshire
05.2017 - 09.2017
- Clerically marked YLE scripts.
- Strong adherence to markschemes.
- Consistently met productivity & accuracy targets.
- Resolved discrepancies / anomalies with packet contents. Flagged potential cases of malpractice.
Claims Support Associate
AXA Insurance
Haverhill, Suffolk
05.2016 - 09.2016
- Actioned up to 150 incoming customer calls per day.
- Delivering excellent customer service.
- Using initiate to ensure customer complaints were triaged effectively.
Education
Change Management Foundation
Lean Six Sigma Yellow Belt Certification
IOSH Managing Safely
11.2022
Incident & Accident Investigation Training
09.2022
The Catalyst Programme for Line Managers
06.2022
Health & Safety Rep Training
05.2022
CIM Level 4 Certificate in Professional Marketing
2019
BA (Hons) - Sociology
The University Of Lincoln
Lincoln09.2018
A-Levels -
Samuel Ward Academy
Haverhill, Suffolk2015
GCSE -
Samuel Ward Academy
Haverhill, Suffolk2012
Skills
- Innovative and solution-driven
- Strategic thinker
- Change management
- Customer centric
- Active participant & collaborator
- Risk management
- Curious & open-minded
Timeline
Results Coordinator (Cambridge International)
Cambridge University Press & Assessment
03.2023 - Current
Senior Operations Administrator
Cambridge University Press & Assessment
08.2021 - 03.2023
Operations Administrator
Cambridge Assessment
03.2021 - 07.2021
Team Lead
Adecco
10.2019 - 11.2019
Administrator (Cambridge English)
Adecco
10.2017 - 02.2021
Clerical Marker (Cambridge English)
Adecco
05.2017 - 09.2017
Claims Support Associate
AXA Insurance
05.2016 - 09.2016
Change Management Foundation
Lean Six Sigma Yellow Belt Certification
IOSH Managing Safely
Incident & Accident Investigation Training
The Catalyst Programme for Line Managers
Health & Safety Rep Training
CIM Level 4 Certificate in Professional Marketing
BA (Hons) - Sociology
The University Of Lincoln
A-Levels -
Samuel Ward Academy
GCSE -
Samuel Ward Academy
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