KIMBERLEY POOLEY

• Liaised closely with stakeholders to clarify business requirements.
• Streamlined business operations by identifying and rectifying system inefficiencies.
• Identified new opportunities to improve business process efficiency.
• Redefined processes using automation tools which increased efficiency substantially.
• Led cross-functional teams to deliver high-quality projects within agreed deadlines.
• Resolved critical system issues promptly, minimising downtime and potential revenue loss.
• Facilitated communication between IT department and other business units, enhancing collaboration and understanding of system needs.
• Identified and implemented modifications needed in existing applications to meet changing user requirements.
• Modified current systems to enhance workflows and meet new needs.
• Created intuitive user interfaces, improving user experience significantly.
• Conducted training sessions on new systems implementation for improved staff understanding.
• Implemented robust testing protocols, ensuring software reliability and performance.
• Coordinated rollout of new software releases providing comprehensive support during transition period.
• Troubleshot software application issues to identify improvements and aid resolution.
• Defined and verified configurational changes through tests to meet business requirements.
• Provided technical assistance to user staff and programming personnel by writing documentation.
• Liaised with external agencies to ascertain quality IT system provision.
• Outlined needs to meet end user requirements.

• My role includes managing internal support requests using our service desk, email, phone or Teams to resolve user issues, as well as managing our 3rd party support requests logging and monitoring tickets using the online portal as well as a fortnightly call with the Support Team staff at Aareon Housing and Digital to discuss our open tickets.
• Identified and analysed system malfunctions to support operational stability and maintain business continuity.
• Conducted investigations into reported issues to ensure swift resolutions., leading to prompt resolution times.
• Strengthened system reliability by performing regular maintenance checks and updates. through regular maintenance procedures and updates.
• Provided timely responses to user queries for improved customer satisfaction.
• For this role, I completed a QA course in SQL in March 2020, and now regularly apply these skills to my role, to help to identify and troubleshoot issues with the system.
• Optimised internal processes by implementing automated systems for efficiency. with the introduction of automated systems.
• Collaborated with development teams for successful software enhancements.
• Implemented new workflows for improved efficiency within the team.
• Documented application errors to ensure clarity and effective resolution tracking.
• Streamlined communication between IT departments to enhance collaboration and understanding.
• Assisted in software implementation, resulting in smoother transitions during upgrades.
• Actively participated in weekly meetings, contributing valuable inputs on system improvements.
• I moved into the IT Team, to take on the role of Applications support after my experience in the ACORNS project, as a QL specialist for the Income Workstream.

• Created the system design for the Rents Income Team by configuring the system, building the necessary codes, and designing user screens according to business requirements.
• Configured and built letters for QL system, incorporating merge fields and request statements to meet business needs.
• Contributed to Income and Allocations workstream in ACORNS project, implementing QL software to enhance business operations.
• Executed process mapping, delivered training, and developed software while communicating effectively with stakeholders.

Managed tenant rent recovery across assigned areas through regular account follow-ups.
Contacted tenants via visits, phone calls, and letters for overdue rent.
Attended court and signposted residents to benefits advisers for support.

• Executed duties diligently, ensuring compliance with departmental standards.
• Resolved conflicts to maintain harmony and enhance community relations within the facility.
• Facilitated communication between departments, improving coordination and information flow.
• Maintained high standards of personal conduct, contributing to a positive work environment.
• Worked alongside colleagues to foster effective teamwork and collaboration.
• Worked diligently under pressure whilst preserving high-quality output.
• Handled sensitive information with discretion and professionalism.

• Responded to customer phone calls, resolving queries and managing customer accounts effectively.
• Answered tenant phone calls, supported their queries regarding accounts, and coordinated with other staff to provide assistance.
• Updated benefit details on tenant accounts and organised files to streamline administrative processes.

• Awarded 6 GCSE's at grade C:
• Science (triple award- Physics, Biology, Chemistry)
• French
• Spanish
• Religious Studies

ATTENDED AN IN HOUSE TRAINING PROGRAMME TO ACHIEVE CERTIFICATES FOR THESE SKILLS.

• ANTHROPOLOGY
• BEHAVIOURAL PSYCHOLOGY
• INTRODUCTION TO BEHAVIOUR ANALYSIS
• VIRTUAL ASSISTANT
• PROJECT MANAGEMENT
• ADMIN AND SECRETARIAL SKILLS
• EVENT MANAGEMENT
• GRAPHIC DESIGN
• MICROSOFT EXCEL
• ENGLISH LITERATURE
• ENGLISH LANGUAGE
• HISTORY OF THE SUFFRAGETTES
• NATIVE AMERICAN STUDIES

• DISTINCTION LEVEL IN ALL OF THE ABOVE