Letitia C Hines

Program coordination and Leadership

• Assist IRC Lead in implementing program strategies, polices and procedures
• Co ordinate program activities, initiate events and ensure alignment with program priorities
• Monitored program performance and recorded supply and inventory outcomes, providing regular updates and reports to the lead and stake holders

Team leadership and supervision

• Provide leadership and guidance to Recovery Navigators as a supervisor and support system to ensure clarity of roles, responsibilities and expectations in the form of coaching and one on one information and advice
• Foster a positive and inclusive team culture and values of collaboration, creativity and continued improvement

• Planned sessions - followed requirements and determined ways to deliver sessions to meet participant individual needs
• Organized and prepared materials for session delivery. Facilitated meetings that created safe and supportive team environments
• Developed and championed accessible, practical solutions for problems faced by service users.
• Supervised groups of vulnerable adults with additional mental health needs in assigned groups
• Built positive, productive client relationships for enhanced social support
• Consulted with multidisciplinary team of professionals to optimize treatment plans for complex cases such as Change Grow Live (CGL)
• Promoted independence and positive well-being when working with vulnerable adults
• Supported integration of service users back into community life to maximize successful transitional rate
• Trained and delivered Acceptance Commitment Training to groups to facilitate psychological flexibility

• Handled incoming calls for staff, answering questions, directing calls and documenting messages
• Kept and maintained accurate filing system for preservation of office information
• Supported staff with administrative needs for photocopying, faxing and filing
• Received, sorted and distributed incoming mail.

• Managing team of up to 60 staff, raising Purchase orders, Cash management and float replenishment, Securing site and following health and safety procedures, Key and management code holder (till overrides and refunds)
• Customer enquiries and complaint handler, Co-ordinated and delivered training courses to all staff, Staff rota Scheduling, Monitored and recorded attendance and holiday requirements
• Screening and interviewing potential staff, Minute taking, Conducted and followed Disciplinary procedure.
• Delivered team member Performance reviews, Liaising with internal sites to inform best practice and adhere to partnership working, Optimisation and increasing sales
• Supervised activities of workers and enforced safety regulations.
• Dealt with customer complaints and rectified product and service issues.

• Lead Administrator for repairs team for Leicester city council, Receiving emergency booking and scheduling repairs, Managing and liaising with team of 8 operatives and several office staff, Working with client and client's customer complaints, Problem solving and adapting adequately, Providing high level of customer service, system training and staff-training, Priority management, Raising daily report, Office management, Setting up new working systems and computer systems, Ordering necessary equipment for needs of Operatives.

• Liaising and raising purchase orders for clients, Order management between supplier and warehouse to client
• Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
• Handled customer concerns and complaints to resolve issues and build loyalty.

• Account management of most profitable trade accounts, Business to Business selling, Customer service, Outbound calling, Providing new suppliers and trade account, Creating databases and Data processing

• Face to Face sales, Meeting customers of all backgrounds selling gas and electric
• Adapted sales style in response to client and customer requirements.
• Provided clear, accurate quotes and estimates to prospective clients.
• Achieved increased market share with strategic sales tactics and negotiation skills.

• Meeting sales targets 5 Direct Debit sign ups daily, setting good example to others, running teams –training staff

• Serving 5 table's meals and drinks to high standard, handling money, Clearing and cleaning tables
• Followed health and hygiene standards when handling food and cleaning restaurants.
• Prepared tables for guests and reset tables between customers.

• Serving customers operating till handling money, cashing up,
• Highlighting add on sales and store deals
• Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.