Lauren Burnham
Sunderland,Tyne and Wear
Summary
Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects. Reliable Office Manager with HR Legal industry experience. Offers excellent communication and good judgment to effectively meet team needs. Proactive planner and problem solver. Resourceful employee with outstanding knowledge to develop and maintain healthy customer pipeline. Consistently works to attract new business opportunities. Talent in administrative oversight, recruitment processes and customer service improvements. Enthusiastic Office Manager with knowledge of resolving customer problems. Works to increase success through effective work strategies and customer service. Motivated HR Office Manager with 8 years of experience, recognised for assessing operational needs and developing solutions to save costs, improve revenues and drive customer satisfaction. Resourceful and well-organised with excellent leadership and team-building record.
Overview
15
15
years of professional experience
Work history
HR Office Manager
Bluebird Care
Sunderland, Tyne and Wear
09.2019 - Current
- Oversaw office budget to responsibly allocate equipment and resources.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Managed 45-employee office, supervising workers, enhancing productivity and driving efficiency.
- Conducted risk assessments to reach regulatory compliance and promote staff health and safety.
- Supervised senior management with daily office operations, coordinating meetings and other tasks as requested.
- Reviewed timesheets and administered employee entitlements with excellent HR knowledge.
- Conducted over 45 employee evaluations per quarter to improve team performance.
- Completed payroll using PASS System to maintain comprehensive records.
- Developed Standard Operating Procedures (SOP) for administrative employees.
- Interacted with customers professionally by phone, email or in-person to provide information and direct queries to appropriate staff members.
- Acted as main point of contact for 3 managers, expertly addressing concerns and queries.
- Enhanced productivity of managers by providing expert administrative support.
- Finalised vendor and employee contracts with strong legal knowledge.
- Evaluated personnel performance to complete development reviews, addressing concerns and making progress recommendations.
- Completed orientations to integrate new staff to company systems and culture.
- Provided proper scheduling of clients, ensuring timely and effective allocation of resources and calendars.
- Recruited and hired qualified candidates for vacant and new positions.
- Built rapport with key stakeholders to improve communication and operational delivery.
- Managed high volumes of correspondence with excellent record-keeping and minimal response times.
- Organised physical files and digitised records to ensure ease of accessibility and retrieval by team members.
- Provided complete meeting support, including materials preparation and minute-taking.
- Tracked and recorded team expenses and reconciled accounts to maintain accurate, current and compliant financial records.
- Managed projects within strict deadlines and budget constraints.
- Collaborated and clearly communicated across teams to achieve consistent service delivery.
- Prepared vendor invoices and processed incoming payments.
- Oversaw office inventory ordering, requisitions and stocking.
- Oversaw staff training for 45 employees, ensuring all staff training was up-to-date.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Improved overall office efficiency by establishing smooth workflow processes, monitoring daily productivity and implementing modifications to eliminate operational bottlenecks.
- Managed costs and billing, resolving financial discrepancies effectively through organisational management of account information.
- Handled conflicts and complaints with strong problem-solving and mediation skills.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Consulted with senior management to develop operational enhancements, streamline processes and increase team performance.
- Trained and mentored staff to drive performance and target achievement.
- Provided expert clerical support to over 45 internal staff and management by handling wide range of routine and special requirements.
- Kept appropriate stock levels to match expected demand.
- Processed invoices and payment runs with complete accuracy.
- Consistently arrived at work on time and ready to start immediately.
- Leveraged strategic networking to create new business opportunities.
- Successfully maintained clean driving licence and access to reliable transportation.
- Completed duties to deliver on targets with accuracy and efficiency.
- Coordinated and maintained impressive office organisation to keep facilities efficient, organised and professional.
- Negotiated with vendors to minimise costs and improve service delivery.
- Optimised finance and accounting systems to minimise processing times.
- Managed company data and KPI report generation.
Legal Office manager
NPS (Northern Parking Services)
Sunderland, Tyne and Wear
01.2017 - 09.2019
- Liaised with senior leadership by chairing committee meetings to share and implement best practices.
- Handled company recruitment activities to develop high-achieving workforce.
- Monitored in-house HR trends to assess company performance against KPIs.
- Communicated HR updates to staff, keeping employees operating under consistent framework across organisation.
- Partnered with management to establish workplace safety curriculum for training and education purposes.
- Devised training programmes for new and existing employees.
- Improved employee productivity and organisational effectiveness by reviewing processes to ensure optimal HR service delivery.
- Instructed employees quarterly on drug abuse and prevention programmes to enhance staff knowledge and awareness.
- Eliminated discrimination and harassment risks by investigating internal allegations and implementing corrective actions.
- Kept managers and employees updated on wide range of employment relations related to performance, attendance and discipline.
- Maintained compliance with all local, county and national laws, as well as established organisational standards.
- Developed and implemented forward-thinking strategies, enabling continued progression towards business talent and compliance goals.
- Advised senior management on employee corrective actions.
- Delivered consistent and reliable administration through strategic planning and coordination of HR functions.
- Managed leavers processes, end-of-probation reviews, changes to appointments and termination of fixed-term contracts.
- Delivered consistent and reliable service through overall administration, planning, coordination and evaluation of HR functions.
- Streamlined benefit programme administration efficiencies.
- Managed 5-person human resources team, leading employees by example to maintain department productivity.
- Instructed employees on drug abuse and prevention programmes to enhance staff knowledge and awareness.
- Improved employee productivity and organisational effectiveness by reviewing processes for optimal HR service delivery.
- Managed full recruitment lifecycle of job adverts, applicant vetting and new employee onboarding.
- Created and implemented development programmes to promote employee career progression.
- Automated employee performance evaluation reminders for senior leadership.
- Served as liaison between business divisions to facilitate communications.
- Interpreted laws, rulings and regulations for businesses and individuals.
- Managed and oversaw paralegals and legal assistants.
- Reported on casework to enable progress and performance monitoring.
- Managed teams by overseeing hiring, training and professional growth of employees.
- Handled high volume calls to address customer inquiries and concerns.
- Carried out day-to-day duties accurately and efficiently.
- Reviewed customer history to recommend appropriate products and services.
- Prevented cross-contamination by sanitising utensils and surfaces.
- Operated machinery to achieve targets while following regulations.
- Kept appropriate stock levels to match expected demand.
- Delivered services to customer locations within target timeframes.
- Replenished stock and processed deliveries to maximise product availability.
- Conducted research and gathered information from multiple sources to present clear results.
- Completed opening and closing procedures, from product replenishment to budget control.
- Increased customer satisfaction by resolving issues.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Assisted with infection control through social distancing and PPE wearing.
- Developed appropriate resources to meet needs of diverse audiences.
- Conducted testing to diagnose system faults.
- Served customers to drive sales and deliver top-quality experiences.
- Handled high-volume telephone and email enquiries to minimise backlogs.
Head of administration
Sweeney Miller Solicitors
Sunderland, Tyne and Wear
01.2018 - 01.2019
- Analysed and resolved complex resource management issues for optimised scheduling.
- Led and managed administrative staff to maintain smooth daily operations.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Developed organisational policies for administrative oversight and internal controls.
- Drafted procedural statements and guidelines for company-wide use.
- Planned revenue generation strategies designed for growth.
- Organised financial and operational data to help with yearly budgeting and planning.
- Streamlined processes to improve and optimise office operations.
- Created digital file classification system for company-wide use.
- Established clear budgets and cost controls strategies to meet objectives.
- Monitored health and safety measures for guaranteed compliance.
- Oversaw facility maintenance and allocated needed resources to meet standards.
- Designed and implemented training to further develop staff based on business goals.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Represented organisations at seminars, conferences and business events.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Created classification systems to manage archives.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
Legal secretary
Sweeney Miller Solicitors
Sunderland, Tyne and Wear
01.2009 - 08.2018
- Scheduled appointments, appearances and briefings.
- Organised files for court proceedings.
- Received and placed telephone calls to clients and prospective clients.
- Transcribed legal documents and phone conversations.
- Assisted solicitors in collecting employment, medical and financial records.
- Entered new cases into company database.
- Processed appeals, motions and pretrial agreements.
- Obtained signatures from solicitors for legal documents.
- Screened telephone calls and forwarded to appropriate departments.
- Answered and directed calls using multi-line switchboard.
- Filed documents with courts on behalf of solicitor.
- Maintained calendar and tickler system barrister and support staff
- Submitted forms and applications for ongoing cases, supporting case progression.
- Managed client files with highest levels of confidentiality and discretion.
- Drafted and submitted legal documents to senior staff for review and approval.
- Reviewed legal documentation and flagged errors for correction.
- Upheld data quality standards with precise record-keeping.
- Actioned client instructions to enable desired progress.
- Prioritised activities to meet changing case demands and achieve deadlines.
- Updated client files in case management systems for accurate, current records.
- Resolved file-related queries via telephone and in-person communications.
- Scanned, faxed and archived documentation for robust case files.
- Chased outstanding client balances and sped up payments to limit losses.
- Organised files and documentation to improve ease of information retrieval.
- Raised legal queries from clients and communicated outcomes to enable case progress.
- Bound deeds and documents and stored in orderly systems to maintain thorough records.
- Billed clients and processed payments to maintain balanced accounts.
- Actioned legal procedures according to instruction, supporting Partners' caseload management.
- Met practice, firm and legal standards for compliant case management.
- Supported Land Registry and associated searches by collating and providing required information.
- Identified cross-selling opportunities to increase client case value.
- Built positive client relationships to increase satisfaction and retention.
Education
GCSEs - English, Maths, Business Admin
Castle View Academy
SunderlandA-Levels - Business Administration
Bede College
SunderlandHigher National Diploma - Data Protection Officer
City and Guilds
SunderlandSkills
- Enquiry handling
- Answered inbound calls
- Data analysis
- Sales data analysis
- RES dashboard protocols
- Claims administration
- Administration support
- Office management
- Accounting ledger maintenance
- Incoming call management
- Organising meetings
- Business strategy formulation
- Calendar management
- Policy and procedure modification
- File and data retrieval systems
- Credit and collections
- Data management
- Employee management
- Documentation control
- Data entry
- Business administration
- CRM and office management software
- Event coordination
- Payroll and budgeting
- Accounts reconciliation
- Pricing
- Promotions
- Accounts Payable/Accounts Receivable
- Staff development
- Employee retention programmes
- Recruitment
- External recruitment
- Salary review
- Dispute resolution
- Employment contracts
- Regulatory compliance
- Excel proficiency
- Programme management
- New employee orientation
- Hiring and training
- Benefits administration
Timeline
HR Office Manager
Bluebird Care
09.2019 - Current
Head of administration
Sweeney Miller Solicitors
01.2018 - 01.2019
Legal Office manager
NPS (Northern Parking Services)
01.2017 - 09.2019
Legal secretary
Sweeney Miller Solicitors
01.2009 - 08.2018
GCSEs - English, Maths, Business Admin
Castle View Academy
A-Levels - Business Administration
Bede College
Higher National Diploma - Data Protection Officer
City and Guilds