James Sedonne
Waterfoot,Rossendale
Summary
An accomplished administrative professional, with a wealth of experience in a multitude of administrational settings, combining a competent administrator skillset, utilising strong communication, organisation and problem solving skills. I can multitask and determine priorities and make sound decisions in a fast-paced office environment.
Overview
7
7
years of professional experience
2023
2023
years of post-secondary education
Work history
Administration Officer (AO)
Department of Work & Pensions
01.2008 - 01.2013
- I was assigned to recover over paid benefit payments from claimants who had continued to claim taxpayer funds after entering full time, paid employment (acts of fraud), and pursue repayment of social fund loans.
- The duties involved talking to local Job Centre Plus offices, debtors, solicitors, Magistrate officials, the Citizens Advice Bureau, via telephone, fax, standard letters, and tailored letters.
- Data Protection, confidentiality, became an overriding priority given the various, precarious circumstances of some of the debtors that I dealt with.
- Sometimes if the claimant was in receipt of benefit, I would set up a repayment plan through the debt management system and set up deductions directly from benefit payments via the OPSTRAT Legacy system. This was detailed and highly focussed work.
- I distributed the internal post twice daily.
- Once in the month I would write the minutes to the weekly team meetings that where held, in addition to this I would also ensure that any developments in bankruptcy, IVA, Debt Relief Orders would be communicated at the meetings to bring other section staff up to date.
- I became an expert in departmental policy when applied to debtor's accounts incorrectly, I was placed on task group, allocated to cut the backlog of cases where an appeal had been incorrectly allowed.
- The role was IT intensive and there was training for in house systems to which I mastered within six months, it was assumed that a person was able to operate MS Office Suite.
- Whilst I was with the Department of Work & Pensions, I achieved an attainment of NVQ L2 Business Administration qualification- awarded by Government.
- In terms of performance, I often hit the expected targets or exceeded them without compromise to quality (errors in work), I was able to deliver both, and this was considered 'exceptional' by management.
- In 2013 I was ill health retired by the DWP and pensioned off.
First/Second line technical support/Training support
Carphone Warehouse
01.2006 - 01.2007
- This was a telephony-based role, in conjunction with approximately fourteen systems, some online and others offline (system emulators), in house software, good, accurate analysis, underpinned by an understanding what was displayed and conveyed was key.
- To adhere to data protection policy of the regulator - first and foremost.
- To support customers in connecting to broadband, highlight irreconciled issues and notify second line technicians.
- To explain to customers about their monthly bills, pro rata billing etc.
- To support newer members of staff, with all issues, technical, billing, data protection.
- To speedily resolve issues and cut queues, waiting times, give clear, correct, information on troubleshooting process, all in adherence to the Service Level Agreement with the regulator.
- Interpersonal skills across the organisation, with team-mates, other departments were at times, critical to getting the co-operation for some troubleshooting to be seen through to completion.
- To action and bring to life the principles of great customer service as prescribed by the CEO Charles Dunstone.
- The achievements at the CPW. I know I helped strengthen customer relations between unhappy customers and the Corporation, by effectively using the resources and toolkits, merged with my understanding of consumer-based broadband and how this was better communicated, delivering on promises, meeting customer expectations.
Education
ILM (Institute for Leadership & Management) L3 Award -
ILM (Institute for Leadership & Management)
LLM (Masters) - International Business Law
NVQ L2 Business Administration - with IT
NVQ L2 Lean Organisation Management Techniques - undefined
BA (Honours) - International Business
GCE A-level3 - Business, Computing, Communications
Skills
- Strong communication/literacy
- Numerate
- Research skills
- Public speaking/presentation skills
- Customer Service (Telephony, Back office & front office)
- Intermediate IT skills (Microsoft Office Suite)
- Good analytical ability
- Conversant with Apple OS & Windows up to version 10
- Able to operate fax, photocopier, laminator, and all relevant office hardware and technology
- Administrative policy understanding
- Data entry speed 35WPM
Accomplishments
- ILM (Institute for Leadership & Management) L3 Award, 07/01/22, Pass (88.5 average)
- LLM (Masters) International Business Law, 06/01/20, Merit classification
- NVQ L2 Business Administration (with IT), 08/01/10
- NVQ L2 Lean Organisation Management Techniques, 11/01/21
- BA (Honours) International Business, 06/01/02, 2:1 classification
- GCE A-level
- 3. Business, Computing, Communications, 06/01/97
- Proven competencies in the administrative functions in a variety of settings and organisations.
- Recognized for good attendance and punctuality.
- Awarded on-the-job recognition for outstanding performance.
- Recognized for outstanding seamless implementation of KPI's in telephony work.
Custom
Available upon request.
Timeline
Administration Officer (AO)
Department of Work & Pensions
01.2008 - 01.2013
First/Second line technical support/Training support
Carphone Warehouse
01.2006 - 01.2007
LLM (Masters) - International Business Law
NVQ L2 Business Administration - with IT
NVQ L2 Lean Organisation Management Techniques - undefined
BA (Honours) - International Business
GCE A-level3 - Business, Computing, Communications
ILM (Institute for Leadership & Management) L3 Award -
ILM (Institute for Leadership & Management)
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