Karen Vaughan
Winslow
Summary
Dynamic professional with extensive leadership experience and a proven track record in performance management and strategic planning. Demonstrates exceptional project coordination and scheduling expertise, ensuring seamless operations and customer service excellence. An exceptional communicator committed to driving organisational success through innovative solutions and strategic initiatives.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Work History
Repair Centre Team Manager
Capita Technology & Software Solutions
Hemel Hempstead, Herts
09.2024 - Current
- Ensured compliance with company policies to minimise discrepancies and enhance team cohesion
- Encouraged open dialogue amongst employees for better problem-solving ability.
- Delegating responsibilities efficiently amongst team members.
- Monitored incoming fault tickets to ensure SLAs were achieved within contractual agreements
- Leading a team of 10 staff members based over GB and NI
- Reporting Repair Centre progress to internal stakeholders
- Streamlined operations, leading to increased team performance.
- Provide supporting information on schedules, costs to management.
Resource Scheduling Team Leader
Capita Technology & Software Solutions
Hemel Hempstead, Herts
08.2018 - 09.2024
- Coordinated projects ensuring timely delivery
- Monitored daily operations and improve efficiency within scheduling
- Resolved conflicts effectively, promoting harmony within the workforce.
- Provided comprehensive onboarding training to reduce learning curve for new hires.
- Liaising with field service engineers and Service Delivery Managers to fulfil contractual requirements
- Leading a team of 5 staff members based in GB and Ireland
- Holding 121 meetings and appraisals with team members
- Interfacing with all support teams such as logistics and field service engineers to ensure appointments can be fulfilled within deadlines
- Streamlined workflow for a more efficient process.
- Fostered a high-performing environment to drive productivity and quality.
Resource Scheduler
Capita Technology & Software Solutions,
Hemel Hempstead, Herts
04.2016 - 08.2018
- Coordinated field engineers availability, resulting in improved productivity.
- Eliminated confusion regarding task assignments by maintaining clear, up-to-date schedules.
- Collaborated with management to develop realistic project timelines, led to fewer deadline extensions.
- Facilitated seamless operations with effective resource allocation and schedule management.
- Utilising bespoke Call scheduling software (Aeromark/Phoenix/Remedy)
- Dealing with Customer complaints from initial complaint to resolve.
- Arranging, booking and raising project calls as well as maintaining the master spreadsheet.
Project Coordinator
The Access Group
Harpenden
04.2015 - 04.2016
- A point of contact for account management/ Sales queries with regards to scheduling in work and also challenging clarity and information on documentation provided by the Account management/Sales team.
- Monitoring of sales handovers on the system and processing into consultant diaries in accordance to availability and skill set.
- To raise the 'Statement of Works' forms for new sales and submit to clients for sign off.
- Identifying the best resource for packets of work based on skill set, location and availability and scheduling into consultant diaries within time frame expected
- Liaison with external clients to manage resource bookings in line with client availability and expectation
- Liaison with consultants to assist with problems attending site
- To maximise Consultant utilisation through continuous management of 'white space' indicated in the diary
- Monitoring of joint “projects office inbox” answering various different project related queries across the business.
- Co-ordinating smaller packets of work (1-6 days)
- Working within a team based environment and developing good rapport/relationships with colleagues.
Project Administrator
S-G-M Management & Design
Thame, Oxon
08.2012 - 03.2015
- Coordinated with external vendors, facilitating smooth operations and timely delivery of resources.
- Facilitated team briefings, enhancing overall understanding of project goals and roles amongst members.
- Liaised between different departments, promoting transparency and smooth flow of information during projects.
- Responding to customer phone calls and directing to appropriate offices within the business
- Ordering and order checking of supplies for newly opening stores
- Taking minutes of meeting and processing them into formal documents
Education
NVQ Level 3 - Principles of Management and Leadership
Chartered Management Institute (CMI)
London 09.2021 - 09.2022
NVQ Level 3 - Level 3 Apprenticeship – Team Leader/Supervisor
Corndel
London 09.2021 - 09.2022
Lord Williams's School
ThameSkills
- Leadership experience
- Performance management
- Strategic planning
- Project coordination
- Scheduling expertise
- Customer service excellence
- Exceptional communicator
- Efficient working practises
Affiliations
- Music
- Ice Hockey
- Horror & Theatre Make-up Artistry
References
References available upon request.
Timeline
Repair Centre Team Manager
Capita Technology & Software Solutions
09.2024 - Current
NVQ Level 3 - Principles of Management and Leadership
Chartered Management Institute (CMI)
09.2021 - 09.2022
NVQ Level 3 - Level 3 Apprenticeship – Team Leader/Supervisor
Corndel
09.2021 - 09.2022
Resource Scheduling Team Leader
Capita Technology & Software Solutions
08.2018 - 09.2024
Resource Scheduler
Capita Technology & Software Solutions,
04.2016 - 08.2018
Project Coordinator
The Access Group
04.2015 - 04.2016
Project Administrator
S-G-M Management & Design
08.2012 - 03.2015
Lord Williams's School
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