Maxine Mettle

• Organised remedial work and check-out reports for tenancy terminations.
• Conducted routine inspections in line with proper procedures and within agreed timescales.
• Coordinated with maintenance for required repairs.
• Drafted lease contract and collected deposits from tenants.
• Formulate, manage, and continually improve systems and procedures as well as process Licence applications and ensure documents received meet London Borough of Redbridge standards.
• Responsible for validating, processing, and making decisions on licensing applications and where appropriate undertaking consultation or mediation.
• Ensuring that all licensing fees are collected and recorded efficiently and effectively within in-house systems.
• Preparation and production of reports for hearings and committees as required and presenting to committees.
• Involved in various major projects as required and Business as usual (BAU) processes. As a project lead, I have high qualities of skills and knowledge to manage various complex projects. I have very strong communication skills and can convey messages to clients and team members and have project management skills and share the same vision and goals.
• Acted as main point of contact for tenants, contractors and third party agents.
• Obtained and maintained accurate financial records.
• Inspected rental properties before and after tenancies, appropriately handling bond payments.
• Managed customer relationships to achieve high satisfaction rate.

• Facilitated neighbourhood watch programmes by working with community groups and volunteers.
• Enforced laws with authority to maintain good public order.
• Offered compassionate victim support for minimised distress and upset.
• Kept public peace during protests, strike action and high-profile events.
• Collaborated with public service groups to expand partnerships and improve policing in Redbridge.
• I am well-enlightened in the different procedures of right-to-buy schemes, void management, and compensation guidelines.
• Extensive knowledge in Housing, providing temporary accommodation to homeless applicants, and dealing with allocating permanent accommodation through (Choice Base Letting Scheme)
• Dealing with over 100 complex complaints via telephone and emails from vulnerable clients every month and responding to Members of Parliament queries through in-house systems.
• Dealing with over 20 Management Agents every quarter, on how the London Borough of Redbridge can procure more properties, and providing incentives, within the Pan London Rates. I also allocate and inspect properties via the Private rented sector offer to enable the London Borough of Redbridge to discharge duty. (PRSO's).
• I have substantial knowledge of the Bedroom tax (spare room subsidy), Welfare Reform Act 2012, and Benefit Cap, what it means, and how it will affect people who are in Council accommodation or Housing Association accommodation.
• Achievements during my four years at the Bank of New York Mellon have been, developing skills and knowledge at a very high level and becoming a subject matter. I am the first point of contact for any complex queries.
• Managing and Coaching: Create programs for employees to take ownership of their performance.
• People Skills: Understanding people and making them motivated to achieve certain goals and objectives, within Bank of New York Mellon.
• Strategic Thinking: Having the ability to persuade people to do a certain task that is required within an organisation and planning.

• Analysed market trends and developments to track and mitigate risk exposure.
• Alerted clients and supervisors of financial risks in changing markets, advising clients on paths to mitigate risk and boost security.
• Reported on overall portfolio management, outlining progress, issues and forecasting for effective planning.
• Calculated project ROI to evaluate and report on financial benefits and risks.
• Managed and monitored 30 administrators and checked every piece of work before going out to clients and other external agents.
• Looked after high wealth clients' portfolios and worked under pressure to meet complicated deadlines.
• Dealing with high level complex queries from clients on a daily basis within the middle office Transfer Agency.
• Trained new staff on very complex specific Bank of New York packages (Fund management).
• Worked with team members and developed with technical expertise in Dealing, Switches and Equity transfers.
• Interpersonal skills were key for this role as I had to communicate with other financial companies/ investment teams to confirm or obtained valuable information on a daily basis.
• Expert in procedure writing and implementing changes within middle office.
• Ensured all controls and procedures are followed by all staff.
• Excel: On a daily basis, I used Lookups to process end of day reports and any relevant information required.
• Time efficiency: I know how to prioritise my work efficiently and I can work under pressure.
• Involved in different projects within Bank of New York and testing new software for any defects.
• Analysed financial data and planned for updates, alerting employees of changes and preparing the company to maintain smooth business flow.
• Adhered to current legislation, maintaining awareness of policy and procedure changes to guarantee full compliance.
• Monitored and recorded asset maintenance and potential future costs to accurately portray data and advise clients.
• Assisted with budget planning and coordination, taking into account local market changes.
• Liaised with clients and range of financial professionals to secure desired results.
• Protected client interests when resolving financial matters.

• Built and nurtured professional relationships with wide range of stakeholders.
• Identified and managed budget, timescale and scope changes, recommending actions and improvements to meet project goals.
• Delivered on projects' key objectives with agreed budgets, timelines and standards.
• Used project management tools and techniques for positive, successful outcomes.
• Ability to negotiate and resolve conflicts.
• Building commitment within the team through coaching and mentoring.
• Analysed tenants/residence individual needs and made high-level decisions, deciding appropriate action with accommodation
• Held weekly meetings with 25 staff, updating them with new projects and targets, and how it can be achieved.
• Managed workforce planning, compiling information for informed decision-making.
• Monitored project spending and compiled budgets to develop business use cases.
• Acted as single point of contact for stakeholders.
• Implemented and maintained systems for successful planning and project management.
• Received and resolved customer complaints escalated by staff.
• Briefed and motivated staff to deliver daily operational requirements.
• Attended monthly conferences within the district, discussing budgets, implemented changes on how to minimise cost and maximise profit

· Wrote high-level procedures for Waltham Forest Council which were adopted and are now used regularly

• Regularly cleaned and straightened work areas, ensuring stores stayed tidy in line with company standards.
• Issued receipts for customer purchases and gifts, advising on in-store return and exchange policies.
• Displayed and restocked merchandise by following brand guidelines.
• Processed cash, cheque, credit and debit payments accurately and efficiently, minimising till discrepancies.
• In charge of running the branch, held weekly meetings (assisted staff with training to achieve high targets) and staff one 2 ones.
• Provided specialist product knowledge/data analysis, to increase market growth and share
• Management of branch budget, to ensure my staff their expenditure cap.
• Compliance procedures – Monitoring and implementing the development of new FSA rules amongst the team.
• Developed staff in areas that they are less competent in (to address skills gaps)
• Maintained excellent client satisfaction by providing professional, courteous customer service.
• Minimised long register queues by completing sales transactions quickly and accurately.
• Maintained high levels of customer retention by resolving complex customer complaints.
• Developed strong customer relationships, resulting in high rate of repeat customers.
• Tracked cashier training requirements and reported to corporate office upon completion.