Katrina Ptashko

Providing high quality administrative, clerical support within one of the the busiest complex booking teams for Pre-Operative & Anaesthetic appointments in the NHS Trusts, working with Waiting List KPI's and SLA's targets, using electronic booking systems to support safe and timely patient pathways to surgery.

Key Duties

· Contributes to reducing surgical delays, improving patient experience and supporting efficient service delivery through strong organisational ability, attention to detail and effective communication. Liaising with Waiting List Coordinators, Consultants and the Nursing team and amending busy Clinic diaries across 2 hospital campus sites.

· Complying with internal KPI's in line with Trust targets, which may result in rearranging multiple patient appointments at short notice, using tact and diplomacy when faced with difficult conversations.

· Managing demand and capacity within standard operational practice.

· Ensuring all internal referrals from Speciality departments are booked in a timely manner, meeting various KPI's, SLA's and Referral to Treatment (RTT) targets.

This involves managing and maintaining a daily schedule for 60 plus engineers as they perform smart meter exchanges. I have to ensure engineer attendance to all appointments, troubleshooting issues that would prevent this and making quick decisions to resource jobs to alternative engineers where possible. I also have to respond promptly to a large number of email-based escalations sent over by the supplier, identifying potential gaps in the upcoming schedules and providing them with appointment availability.

Key Duties

• Supporting the Field team managers in proactively utilizing the available field resources and determine the scheduling inputs required to optimize job bookings
• Receiving and resourcing emergency call outs within a timed SLA
• Handling scheduling & booking queries, escalations and exceptions effectively and in a timely manner, within defined SLA's
• Manage effective communications with customers, and with both internal and external stakeholders
• To actively seek customer facing improvement initiatives. To actively seek cost reductions through automation or process improvement
• Manage and strengthen relationship with internal and external customers
• Monitoring and controlling the end-to-end processing of all workflow associated with the Scottish Power on-day scheduling, ensuring all jobs are raised, allocated, issued and completed within the Siemens systems

Company Overview: DWP is the government department responsible for welfare, pensions and child maintenance policy. In this role I am responsible for managing the process of assisting clients in creating and maintaining their online accounts to claim a range of government benefits.

Key Duties

• Managing a caseload of 200-500 clients, advising and supporting them with utilizing the digital channels available to submit their applications for benefits, managing the end-to-end client journey and identifying the right actions to support the client and colleagues
• Responsibility for assessing the impact of changes across the whole client journey and taking corrective action in verifying and reviewing evidence and where required making decisions on recalculating payments
• Liaising with internal and external stakeholders in ensuring accurate and up-to date information, ensuring appropriate referrals to relevant authorities for follow up action

Company Overview: Santander is an international bank, dealing with the retail side of customer care. Responsible for providing customer advice and support in a fast pace large central banking location.

This was a short-term assignment to cover staff shortage.

Key Duties

• Acted as a first point of contact, offering a personal service to a wide range of customers
• Built relationships with customers to find solutions to their banking needs
• Developed knowledge of products and the overall market, to provide authoritative advice and insight to customers and colleagues
• Contributed to identifying ways to improve the customer journey, and recommended solutions

Company Overview: The Animal Accident Rescue Unit was a registered Charity established over 25 years ago to provide a volunteer transport service to sick and abandoned animals and birds and to provide the necessary medical treatment and appropriate foster care. As a voluntary Trustee Administrator, I was responsible for providing a full range of administrative support to the Charity and undertaking fund raising activities.

Key Duties

• Provided an efficient and effective administrative service to the Charity with specific responsibility for coordinating and managing the re-homing process for animals
• Provided key advice and support to members of the public ensuring they were informed of all the Charities services and where appropriate redirecting to alternative external resources
• Liaising with referral centres as required
• Maintained a continuous review of the service, evaluated and improved procedures and identified any absent procedures to enhance service delivery/quality
• Undertook home visits, to ensure animal welfare and safeguarding measures were met, provided follow up support, feedback and guidance as relevant
• Led the recruitment process to attract new Charity volunteers to ensure business continuity
• Acted as a committee member in contributing to fund-raising ideas and liaised with the Treasurer in providing any relevant support where appropriate
• Acted as a key representative for the Charity in attending any external events and building a network of contacts

Company Overview: Gedling Borough Council provides a range of residential and business services and information within the borough.

I worked within the Finance Department and provided general administrative support with particular responsibility for the payment of housing benefits.

Key Duties

• Provided a comprehensive and general administrative service within the Housing Benefits section
• Provided support and guidance in dealing with customers either face-face or over the telephone and liaised and responded to queries from external agencies, as appropriate
• Collated relevant documentation and correspondence as required
• This involved issuing of standard letters, application forms and information leaflets
• Liaised with colleagues within the wider Finance Department in ensuring completion of the Departments objectives
• Maintained computerized records and extracted and analysed information for production of management weekly/monthly reports

• After taking voluntary severance due to the closure of the Nottingham based Rural Payments Agency (RPA) I decided to take a career break to care for elderly relatives and to project manage my house renovation

Company Overview: RPA is an executive government agency responsible for administering £2bn of EU Common Agricultural Policy to farmers. Responsible for providing an efficient and effective service to all levels of RPA staff within the Nottingham Office on matters relating to HR and Resettlement.

Key Duties

• Provided a comprehensive generalist HR service to all levels of RPA staff
• Produced monthly and quarterly statistical returns for Senior Management Teams at local and national level
• Provided comprehensive support to the HR Manager in managing recruitment campaigns
• Supervision of an Administrative Assistant, providing coaching and mentoring on all HR related matters
• Contributed to the management and coordination of HR activities, including the implementation of retention strategies during a period of downsizing and major restructuring resulting in a site closure and circa 200 redundancies
• Worked with other Civil Service departments to secure alternative roles and reduce the number of compulsory redundancies
• Worked alongside the Senior Resettlement Officer in establishing an Outplacement Centre to coordinate counselling and stress management programmes

• Undertook various administrative duties in relation to dealing with clients receiving various Benefits and their compliance with Benefit entitlement.
• Carried out Job search activities for a specific client group and liaised with relevant recruiting agencies/employers in setting up interviews for clients. Advised clients and signposted to other Government departments where appropriate.