MELANIE JOHNSON-REMY

Since its inception, I have been supporting the Director/Founder of this micro, family-run cleaning business on a continual part-time basis. Varied responsibilities include:

• Liaison in partnership with the company's accountancy business regarding employee on/offboarding paperwork, payroll, letters, etc.
• Providing new clients with company information and documents such as public liability insurance.
• Design and development of marketing materials to support business advancement and retention of clients.
• Raising invoices on a weekly and monthly contractual schedule plus ad hoc for Airbnb clients.
• Effective customer complaint management through to resolution.
• Regular updates and communications with the Director/Founder plus detailed record keeping.

The first company in the world to have turned the smartphone into a medical-grade device - The Minuteful Kidney (MK) service allows people to test themselves at home for signs of chronic kidney disease (CKD) and receive immediate clinical results

• Assisted in the scaling of Healthy.io from 50 staff to 89 staff.
• Advised on improvements and developments for the MK product, including GP client and customer experience.
• Stakeholder relationship management of 100+ key client accounts - managing the initial set-up and provision of the kidney screening service, renewals and contract upsell.
• Implemented and tracked customer activity using CRM platform (Salesforce), using a blend of tasks and note recording for maximum efficiency and visibility: Mentored other team members in its use.
• Updated team management with daily/weekly and monthly reports against key metrics.
• Wellbeing Champion & Mental Health First Aider - compiled a Health & Wellbeing report for the Director of HR and assisted in the development of the company wellbeing strategy supporting employees' mental health; wrote and delivered ‘A Healthy Morning' presentation during Mental Health Awareness Month

During my employment at this charity helping people with a broad variety of barriers back to employment, I supported two contracts. Employed to the Restart initiative initially, helping those effected by loss of employment due to the pandemic, I went on to support the Work & Health Programme, assessing those with greater barriers and challenges towards employment.

• Assessed clients to establish their service needs using a diagnostic tool.
• Identified skills and performance gaps to provide resources and additional training towards employment; Mentored and supported clients toward their goals.
• Practiced confidentiality with sensitive customer information to protect privacy.

• Preparatory work for high profile ESFA auditing of the Degree Apprenticeship programme
• Complex compliance administration working closely with a central Apprenticeships team
• Stakeholder relationship management of apprentices, academics, and 60 plus employers in the apprenticeships portfolio via email, attendance at meetings (including virtual) and by phone
• Additional support to a bespoke Trans-National Education programme team, run in collaboration with Kaplan Singapore and Kaplan Hong Kong
• Supporting the wider Faculty team, for example, during busy Exam Board periods

• Extensive PA support to Aston Medical School's Pro-Vice Chancellor/Executive Dean plus the Dean of Medical Education and Business Manager
• Wider support to the Medical School Admissions and Widening Participation team.
• Organisation of training sessions and meetings for GP Partners; regular facilitation of off-site training sessions for specialty doctors.
• Organised and facilitated the annual Midlands Cardiovascular Research Network all-day event for 150 delegates.

• Diary management for the Director and Deputy of Estates and Capital Development.
• Booked staff onto events; arranged travel and accommodation for the extended Estates team using Key Travel management system.
• Met and greeted visitors at all levels of seniority at the department reception, screened phone calls, enquiries, and requests.
• Compiled and edited an Estates Monthly Newsletter and distributed via the university online platform; Content management of the Estates webpages on the Aston University website and uploaded new and revised policy documents.
• Document tracked contract approvals between the department and university legal team.
• Facilitated meetings for SMT and onsite consultants as required, arranged catering, typed agendas, and took action-based minutes.
• Reviewed and monitored staff holidays & absences using an HR back-office system; Compiled pay review letters.
• Ensured the secure storage and usage, as required, of the Director's credit card, updated allocation codes for credit card expenditure on a monthly basis; Ordered and maintained stationery supplies.
• Supported the Teaching Operations Managers with University-wide teaching space and room bookings.
• At the request of Aston's Chief of Operations, supported the University's submission for the Athena Swan Silver Award, recognising the advancement of gender equality: BAME representation, progression, and success for all in relation to STEMM subjects and achieving the award.

Developed and supported key partnerships, and progressed key actions relating to the delivery of the partnerships strategy, through effective engagement and communications activity

• Supported the Clinical Commissioning Group's locality working, ensuring that it was relevant to its patients' networks.
• Ensured the patient voice was at the heart of all commissioning decision-making, priority setting and planning processes.
• Drove the CCG's ‘Big Social Conversation' initiative through innovative approaches to engagement, participation and involvement, and organised events to support it, working closely with the CCG's GP network and Patient Participation Groups.
• Corporate social responsibility for the CCG: Organised and managed charity and awareness events both internally and with stakeholders externally
• Proactively managed the profile of the partnerships team on-line through digital platforms including Facebook and Twitter plus content managed articles and documents on the CCG's website; Appeared regularly on local radio in connection with the CCG's work.
• Supported, developed, and supervised (as appropriate) the work of apprentices, work placements, volunteers, and community researchers.
• Creatively problem solved through community focused research and engagement activities including the recruitment to the CCG's Citizens Group and attendance at an Ideas Café engagement initiative within GP surgeries, hospital, and community venues.
• Facilitated a quarterly Long Term Health Condition Forum with Gateway Family Services CIC.
• Designed and implemented a cross CCG engagement event that initiated and strengthened relationships during a huge organisational merger.

Successfully delivered support and project management of the high-profile 'Comeback to Nursing' initiative encouraging former nurses back to practice, helping to exceed a 10% target in the 15/16 fiscal year

• Employed as PSO, for the first two months I deputised as National/Regional Project Manager due to delayed Recruitment processes.
• Organised the inaugural national ‘Comeback to Nursing' Forum Event held at the DeVere Conference Venue.
• Acted as key data controller for critical project documentation and provided updates to tight deadlines when requested by the Health Secretary and other high profile figures.

• Day to day stakeholder performance management and contract delivery of external Learning & Development for employability.
• Raised awareness of the Support Contract provision through team meetings, training sessions and other lines of communication including senior management meetings within 14 West Midlands Jobcentre Plus offices and the DWP Directorate.
• Senior member of DWP Directorate shared my communication initiative across to the East Midlands as an example of best practice.

• Managed post-departure customer complaints raised from the UK and Canada, guided by travel industry legislation to maintain SLAs.
• Initiated legal cases via a risk management system, RiskConsole; Managed debt recovery from hoteliers & suppliers.
• Carried out welfare visits following guest admissions to hospital; Liaison with assistance companies on the guests' behalf; For serious incidents including deaths, followed strict procedures and completion of all necessary paperwork.
• Completed monthly inspections and reporting of hotel building works, renovations & pool closures including sending notifications to the UK & Canada of any brochure errors.
• Ensured customer satisfaction and service scores exceeded resort targets.

• Airport departure/arrival transfers, meeting/greeting guests, customer service at check-in; Airport Controller and Team Leader position in Kefalonia, managing a team of 10.
• Organised and delivered welcome meetings ⁄ guest presentations sharing local resort knowledge whilst maximising excursion and add-on sales from initiation through to closure.
• Excellent customer assistance to a diverse range of customer profiles, youth to prestige brands, always exceeding sales/service targets.

• Greeted visitors upon arrival, verifying identity and booking details and issuing visitor passes maintaining security of personnel and office environment.
• Scheduled boardroom meetings for internal personnel, partners and clients; Provided clerical support to company employees.
• Performed administrative support tasks such as data entry, appointment scheduling and phone call screening; Collected and distributed incoming mail, employing strict confidentiality throughout.

• Assisted the Product & Brand Managers in the development and marketing strategy of the Colourings core cosmetic product range from concept to launch for 47 International markets.
• Negotiated with suppliers to maximise the most efficient production and, ultimately, ensured unit sales would result in high profit.
• Project management of artwork processes with internal design and packaging departments from initial briefing; travel to print runs.
• Copywriting and proofreading of packaging and promotional material for new and updated products with close attention to regulatory requirements for USA OTC (over the counter) goods, e.g., products having SPF.
• Negotiated with out-sourced suppliers (Europe, USA & Far East) and mitigated risks such as delays with Customs.