Louisa McLean

• Compliance of Freedom of Information (FOI) Requests. Organisning documents by logging FOI request on the FOI register, provide an acknowledgment letter to the requester, request information from relevant department/establishment, check information against policy & exceptions, request advice from other BIM's & FOI Adviser if it's a complex request (to get multiple perspectives) by providing response letter for the othe BIM/adviser to check, after approval of response, provide response letter to requester, upload acknowledgement letter, final request, final response & any policies enclosed to the requester & close on the FOI register
• Compliance of Subject Access Requests (SAR). Organisning documents by logging on SAR register, SAR request, provide an acknowledgment letter to the requester, request information from relevant department/establishment, check information against policy & exceptions, apply redactions, request advice from other BIM/SAR Adviser if it's a complex request, by providing response letter for the adviser to check, provide response letter & desclosure to requester, upload acknowledgement letter, final request, desclosure, final response & close on the SAR register
• Compliance of MIS monthly stats provided to Head Quarters by the 10th of each month
• Planed & Organised for Business Performance Meetings by ruining monthly reports from business objects, building reports if necessary, collating information from all departments, making calculations, consolidating stats on to a dashboard & analysis transferring on to a slide show which I presented to the Senior Management Team monthly
• Use outlook calander to plan & organise important & urgent tasks
• Built relationships & collaborated as a team. An example of this is, a staff member who wasnt meeting job role standards, I went above & beyond to build a rapport with this individual by listening & communincating, being honest & open, being empathetic towards the other persons specific needs. I am currently supportting this individual through the Informal Performance Improvements Process (IPIP) to help them make the necessary improvements required for their job role
• Managed team dynamics by implementing conflict resolution strategies.
• Streamlined communication channels, enhanced internal information flow.
• Maintained smooth-running business operations by delegating priorities to staff abilities.
• Led and managed administrative staff to maintain smooth daily operations.
• Boosted department efficiency by streamlining operational processes.
• Managed Time Effectively. Examples of this is, that I have managed the migration of info paths, where we had 40 info paths that needed converted to microsoft, I done this by including each department, asked them to create a workflow for eaach info path & converted this to microsoft, I was able to do this whilst manage my normal workload by deligating tasks to admin support that allowed me to spend time on this side project and I was able to still meet all targets & time frames
• Supervised project timelines for timely completion
• I am keen on expanding my knowledge on FOI & have applied to complete the FOI practitioner cours
• Coordinated cross-departmental collaboration for improved workflow of Information Asset excercise & destruction logs
• Facilitated staff training, resulting in better business improvements, minute taking & accuracey
• Coordinated hiring, recruitment and training strategies to build successful administrative team.
• Designed and implemented training to further develop staff based on business goals.
• Investigated issues affecting group operations, prepared reports and helped correct problems.
• Translated senior management directives into actionable front-line policies and implemented changes with staff.
• Analysed and resolved complex resource management issues for optimised scheduling.
• Created classification systems to manage archives.

Coming from a mangment role of 23 years, joining the SPS in the Administative Assisttan/Telephonist Role was a career change.This allowed me to join the SPS at a level I could learn fundamental skills to aid me to progress within. Skills learned:

• Operated switchboard and managed incoming calls for accurate routing.
• Coordinated daily office operations by handling phone inquiries efficiently.
• Handled sensitive information discreetly while maintaining strict confidentiality at all times.
• Built professional relationships across all departments for smoother collaboration.
• Developed a support network for self and team members.
• Managed correspondence using email letters and reports following process.
• Processed prisoners mail under the privileged Correspondence Policy requirements.
• Credited and balanced phone tops ups & prisoners numbers on prisoners phone accounts correctly.
• Supported team requests by handling purchase and bankline queries promptly.
• Followed process and policy for consistent, compliant service delivery.
• Adhered to GDPR requirements and kept records within guidelines.
• Adhered to security measures for safeguarding information and people.
• Followed correspondence policy for consistent handling of all messages.
• Completed bankline tasks in line with approved procedures.
• Deducted and credited local purchases accurately according to records.
• Completed wage exceptions using required checks and approved documentation.
• Processed sent-in money and balanced daily cash totals.
• Ran daily reports to balance cash, local purchases, and phone top-ups.
• Interpreted canteen sheets and processed payments through the till daily.
• Completed stock takes and resolved issues by investigating queries thoroughly.
• Maintained office supply stock levels to avoid shortages in practice.

• Proficient in using Microsoft Excel, Word, Outlook
• Excel: Prepare Financial Reports by consolidating financial daily, weekly & monthly data for a group of restaurants & I have on occasions been selected to do this for the weekly & monthly figures for most of McDonald's Restaurants in Scotland. This involved obtaining and inputting large amounts of data, using formulas to calculate figures, attention to detail and completion within a strict deadline. This was a challenge as it required working under pressure to find a balance of preparation, prioritisation, strong written & verbal communication skills & efficient planning of time. Through doing this, I was able to successfully complete these reports for the deadlines & this helped me develop my excel skills & progress within my role.
• Word: Maintain Employee HR Record Database Accurate data input, processing & recording of employee events, securely held on a database following data protection policy. Prepare word reports on this information if required adhering to confidentiality & data protection.
• Implemented a system involving creating a Library of blank templates used on a daily basis to record HR issues. I have also set up an electronic filing system where each employee has an electronic file & any of the documents that employees are issued with from the library of documents, are then filed securely in the individual's electronic file adhering to data protection rules. This has made it easier to find everyday documents & lead to a more organised filing system.
• Outlook: Proficient in sending receiving, searching, bookmarking & filing emails. Correspond effectively within a timely manner, adhering to privacy & confidentiality & use the diary function on outlook to plan time & schedule meetings/events.
• Ability to effectively prioritise workload to meet restaurant & organisational deadlines
• Used a monthly planner to plan goals & deadlines, I then use a weekly schedule to prioritise what goals I need to meet for that week after attending a weekly meeting & have read the weekly operations update I mark in any additional events that are happening that week. Daily, I check in with my team & check my emails at the start of each day to ensure I am up to date with communications then use a page a day diary to make a daily to-do list prioritising most important tasks/goals to least important tasks, planning time to achieve this, I coordinate with my team throughout the day to ensure we are aligned to achieve the daily goals, if anything changes, then I consult with my team & adjust my diary to account for this & I hold myself & my team accountable by asking for clarification & giving support if necessary to ensure I as an individual & as a team have fully completed all restaurant & organisational goals/tasks before I leave work
• Completed staff schedule adhering to working time directives & policy to ensure the schedule is posted on time each week
• Arranged staff meetings for interviews, back to work interviews, appraisals & disciplinary by checking the schedule to find a date & time that is within the time scale & is suitable, communicate the date & time with both parties, mark the meeting in the diary, set a reminder, sign off the meeting when its completed & maintain accurate processing & recording of paper & electronic files, ensuring the secure filing or transit of files between organisations adhering to data protection policies
• Listened & Communicate: Deal with enquiries/complaints face to face & by telephone by listening & communicating effectively
• Use the 4 step method for complaints: Listen, Ask Open ended Questions, Sympathise/show compassion & Resolve
• Relationships & collaboration: Built relationships & established a diverse network with the group of restaurants I work with, contractors, suppliers, delivery partners who can work collaboratively to share resources
• Worked collaboratively with a team to achieve daily, weekly & monthly Key Performance Indicators
• Team calls/Team Meetings: Set up call’s/meeting, communicate to the team date & time of call, engage the team & listen to there feedback to build relationships & improve operations
• Problem Solved & Maked Decisions: Dealt with staff pay dependencies, breakdown/analyse there pay slip to find route cause, establish options, identify if there are trends to corrective coach to proactively prevent it from happening again, follow company policy to ensure the employee is paid, act with consideration & compassion when making the decision as to the solution, explain the reason for the decision so the employee so they understand. Ensure myself & employee learn from mistakes to make improvements.
• Cash Handling: Wages, complete time sheets, calculate holiday pay, sick pay, & ensured all records are processed & recorded accurately & up to date by the end of the pay period to ensure no discrepancies
• Electronic cash ledger up to date by processing & recording accounts accurately to maintain ledger is kept secure & up to date

• Covered the 1st Assistant Manager 2 days per week and 6 weeks per year for rest days & when on leave
• Assisted the 1st Assistant Manager to achieve daily, weekly & monthly Key Performance Indicators
• Ran shifts to cover Shift Managers if necessary
• Planned maintenance of equipment
• Cash handling, cash up tills, manage the safe, complete staff payments from back up safe, Petty cash plus petty cash claims
• Manual calculation of food, labour, paper costs
• Ordering of stock, checked inventory, what was coming in, calculate usage to determine what was required to be ordered
• Inventory counts, complete daily, weekly & monthly count of stock, enter, check deviations, investigate deviations & take action to prevent future loss
• Sales Projections: Check local events to project for impact of sales, check previous day last year, last month & project accordingly
• Completion of P&L: Budget all accounts for the month, mid month review of budget, post month final P&L

• Completed all administrative tasks to support a group of x 6 restaurants
• Planned & organized welcome meetings & training for employees
• Visited each of the x 6 stores individually to complete quarterly Human Resource & Training Audits
• Supported each restaurant by giving action plans, offered advice to complete if necessary & completion was verified on the next quarterly visit
• Used MS Excel, Word & Outlook to consolidate financial figures for a group of restaurants, reconciled financial data, maintain employee record database, prepare documents/emails & correspond to all levels by email
• Cash duties, processed invoices, cash sheets & deposited money to Loomis
• Manual & electronic ledger of accounts
• Manual & electronic transfers of food between stores
• Mileage claims
• Petty cash claims
• Payroll
• Adhered to all policies & procedures
• Dealt with any enquirers & complaints
• Completed welcome meetings for new employees & all paper work to form new employees file’s
• Filing, oversaw the paper & electronic filing system adhering to confidentiality
• Typing, letters, emails, action plans, reports & audits