Leigh Harvey
Milton Keynes,Buckinghamshire
Summary
Dedicated and adaptable professional with a keen interest in working with people, demonstrating clear communication and a positive, enthusiastic attitude. Skilled in coaching, training, and mentoring, with a diligent approach to tasks and the ability to work under pressure. Proficient in various Microsoft Suite applications, fully immersive in learning new skills, and flexible in adapting to change.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Quality Assurance Coach
IMServ Europe Ltd
Milton Keynes, Buckinghamshire
11.2024 - Current
- Suggested and implemented process improvements where required
- Provided technical advice and guidance to the Team Leaders and trainees
- Delivered international training remotely to support off shore needs and in person training to collagues within my team
- Provided coaching and support within my Service Delivery team to ensure that quality standards were met
- Built and maintained relationships with other internal and external collagues to deliver a cohesive end-to-end operational service
- Supported training and provided coaching to ensure services are delivered in line with customer expectations and
company goals - Provided support on complex queries by sharing skills and knowledge.
- Prioritised and managed my workload to team and industry timescales.
- Ensured timely, effective resolution of issues
- Worked closely with other teams to ensure that IMServ customers receive a high-quality service and that both
internal and external service levels are met. - Identifed my own development needs and create a development plan if required
- Experience with language barriers and exploring various methods of training
Process and Quality Team Coach
IMServ Europe Ltd
Milton Keynes, Buckinghamshire
05.2022 - 11.2024
- Provided regular coaching and support to maximise individual effectiveness
- Carried out training needs analysis to identify training requirements to support individual development
- Monitored and reported performance for individuals
- Completed quality checks in line with BSCP, contractual requirements and customer expectations
- Implementated action plans to support development and address quality issues
- Supported industry change requirements by providing input into projects and testing when required
- Manageed my own workload ensuring that all key tasks are completed on time and accurately with a split between supporting the team and maintaining SLA’s in line with the teams rota
- Worked closely with external parties to build on existing relationships
- ·Demonstrated clear communication skills and ability to coach and mentor at all levels
- Took ownership for issue resolution
- Ensured a safe environment for my team to express concerns with regular check ins which allowed me to provide consistent support
- Particpated in various workshops for personal development of coaching skills and training
Metering Services Analyst
IMServ Europe Ltd
Milton Keynes, Buckinghamshire
09.2019 - 05.2022
- Processed data in accordance with contractual deadlines
- Ensured field activities were completed in line with contractual timescales and industry requirements
- De-programmed and test dialled meters following installation
- Supported other departments in dealing with customer queries
- Provided a high quality service to the Field force, end-user Customers and the utility industry by ensuring that the installation and maintenance of metering equipment is managed in line with industry and contractual requirements
- Provided support and information to the IMServ field team whilst on site. Ensuring that the field team had been provided with all of the necessary information to enable them to access the site and successfully carry out the work required
- Provided support to my colleagues on complex metering queries by sharing skills and knowledge
- Worked closely with other teams to ensure that IMServ customers received a high quality service and that both internal and external service levels were met
- Documented and assisted in the resolution of customer complaints, escalating where necessary
- Took full ownership of issues, and ensured timely, effective resolution
- Prioritised and managed my workload to team and industry timescales
Front of house team member
Nando's
Milton Keynes, Buckinghamshire
11.2016 - 09.2019
- Maintained high standards of customer service during peak times.
- Managed cash transactions accurately, ensuring accurate financial records.
- Cooperated closely with other team members to meet and exceed guests' expectations.
- Coordinated seating arrangements for efficient restaurant management.
- Facilitated positive dining experiences by providing excellent customer service.
Education
GCSEs - English Literature, English Language and Maths
Shenley Brook End School
Milton Keynes 09.2011 - 07.2016
Skills
- Adaptable to peoples learning and communication styles
- Approachable
- Clear communication
- Flexible, willing and able to cope with change
- Ability to work under pressure
- Positive and enthusastic attitude
- Conscientious, accurate and diligent
- Fully immersive in learning new skills
- In tune with peoples feelings and expressions
- Keen interest in working with people
- Coaching, training and mentoring
- Various Microsoft Suite applications
- Patient and understanding
- Time management and organisation
Certification
UK Driving Licence
Affiliations
- Reading non-fiction books
- Spending time with my cat and dog
- Nature walks
- Music festivals
- Politics
- Painting and art crafts
Timeline
Quality Assurance Coach
IMServ Europe Ltd
11.2024 - Current
Process and Quality Team Coach
IMServ Europe Ltd
05.2022 - 11.2024
Metering Services Analyst
IMServ Europe Ltd
09.2019 - 05.2022
Front of house team member
Nando's
11.2016 - 09.2019
GCSEs - English Literature, English Language and Maths
Shenley Brook End School
09.2011 - 07.2016