Summary
Overview
Work History
Education
Skills
Quote
Timeline
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Louise Body

Louise Body

Bridgwater,Somerset

Summary

Organised Team Leader with 1 year 4 months of experience. Builds positive rapport, inspires trust and guides teams to achieve organisational goals. Strong facilitator, trainer and mentor.

Overview

27
27
years of professional experience
9
9
years of post-secondary education

Work History

Team Leader

Capita
Bridgwater, Somerset
01.2023 - Current
  • Supported team to overcome new challenges by forecasting knowledge and skills gaps.
  • Coached team members through new or difficult workflows.
  • Reported on team performance to higher leadership, proactively offering action for areas of improvement.
  • Upskilled team members by planning and delivering training workshops.
  • Resolved employee relations issues and navigated disciplinary proceedings.
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.

DSA Assessor

Contact Associates
Bridgwater, Somerset
03.2019 - 01.2023
  • Conducted structured meetings with an individual to identify appropriate study and support strategies to facilitate participation in their study activities including and where appropriate, Non-Medical Helper, and travel support.
  • Evaluate the suitability of, and offer advice on appropriate hardware, software, assistive technology and other aids specific to the individuals, including ergonomic assessments when required.
  • Produce formal written needs assessment reports in an appropriate format and in accordance with the relevant guidance and KPIs.
  • Respond to post assessment queries from my own customers and others.
  • In depth knowledge of DSA, Assistive Technology and hardware across a wide range of disabilities.

QA Coordinator

Contact Associates
Taunton, Somerset
01.2016 - 03.2019
  • Proofreading DSA Needs Assessment Reports to ensure they were free from errors before sending to the funding bodies.
  • Joint managed the office when required.
  • Provided training and coaching of other employees in proofreading and customer service.
  • Build and maintained strong relationships with partners and key stakeholders.
  • Addressed customer complaints and resolved issues.

Associate Producer

Institute of Physics Publishing
Bristol
10.1997 - 12.2002
  • Responsible for book department website and two external clients as well as the company Intranet
  • Writing web site content, testing, liaising and negotiating with other other in house departments and individuals.
  • Management of eCommerce throughout the company.


Education

Level 3 Leadership and Management - Business

Corndel
London
12.2022 - 12.2023

Level 5 Counselling Diploma - Counselling

Bridgwater College
Bridgwater
09.2009 - 06.2013

Bachelor of Arts - Systems Analysis

University of the West of England
Bristol
09.1993 - 06.1997

Skills

  • Client support
  • Time management
  • Rapport building skills
  • Working under pressure
  • Disability service
  • Customer satisfaction
  • Negotiation
  • Flexibility
  • Key Performance Indicator (KPI) management
  • Leadership
  • Team building
  • Problem-solving
  • Communication skills
  • Customer-focused

Quote

Your most unhappy customers are your greatest source of learning.
Bill Gates

Timeline

Team Leader

Capita
01.2023 - Current

Level 3 Leadership and Management - Business

Corndel
12.2022 - 12.2023

DSA Assessor

Contact Associates
03.2019 - 01.2023

QA Coordinator

Contact Associates
01.2016 - 03.2019

Level 5 Counselling Diploma - Counselling

Bridgwater College
09.2009 - 06.2013

Associate Producer

Institute of Physics Publishing
10.1997 - 12.2002

Bachelor of Arts - Systems Analysis

University of the West of England
09.1993 - 06.1997

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Louise Body