MICHAEL LEE BAUGH
Birkenhead,Wirral
Summary
Results-driven professional with a strong background in administrative leadership and human resources. Expertise in Microsoft Office, conflict resolution, and communication, facilitating effective teamwork and problem-solving. Proven track record in managing staff performance and service planning, with a commitment to meeting deadlines and enhancing time management. Experienced in KPI oversight and email management, dedicated to optimising organisational processes and promoting staff development.
Overview
13
13
years of professional experience
Work history
Senior Administrative Officer
Wirral Community Heath and Care NHS Trust
Birkenhead, Wirral
09.2024 - Current
- Facilitated regular team meetings and updates to enhance internal communications.
- Developed standard operating procedures, resulting in improved efficiency across departments.
- Managed personnel issues to promote a harmonious work environment.
- Assisted with budget planning to control departmental spending effectively.
- Maintained accurate records to ensure compliance with regulations.
- Provided comprehensive managerial support, boosting staff productivity.
- Updated office policies while ensuring adherence to current laws and regulations.
- Established strong client relationships to enhance service delivery.
- Monitored inventory levels, preventing stock shortfalls.
- Coordinated remote events, fostering team spirit and camaraderie.
Team lead
Wirral Community Health and care NHS Trust
Birkenhead
05.2021 - 09.2024
- Promoted company values and vision, ensuring full team adherence.
- Mentored junior staff, developing high-performing team members.
- Monitored staff performance, implementing enhancements to boost productivity.
- Maintained health and safety compliance through rigorous oversight.
- Educated staff on UK regulations to ensure consistent compliance levels.
- Led teams of 25, successfully achieving productivity KPIs.
- Handled challenging patient complaints to uphold exceptional customer service.
- Conducted audits and risk assessments to ensure regulatory compliance.
Administrative officer
Wirral Community NHS Foundation Trust
Birkenhead, Wirral
05.2020 - 05.2021
- Received telephone calls from patients and health professionals, adhering to Key Performance Indicators.
- Entered confidential patient data into computerised information systems, following Trust Policies.
- Collaborated with Team Leaders and Call Centre Manager to ensure efficient service operations.
- Liaised with associated agencies as needed to facilitate service delivery.
- Ensured accuracy and timeliness of reported information according to required standards.
- Participated in mandatory training and staff meetings for continuous professional development.
- Maintained organisation of files and records in compliance with Trust’s Management Policy.
- Supported new staff through mentoring as theservice evolved.
Re-Contract Adviser
o2 Telefonica
Runcorn, Cheshire
06.2013 - 03.2020
- Implemented agreed operational procedures like the Data Protection Act and upgrades.
- Displayed thorough understanding of O2's product range and services offered.
- Leveraged sales techniques to increase business through exceptional customer service.
- Conducted detailed fact-finding to ensure accurate information capture from customers.
- Highlighted the advantages of O2 products while identifying value-adding opportunities.
- Consistently met ambitious targets in quality and teamwork initiatives.
- Managed calls end-to-end, resolving intricate customer problems independently.
- Demonstrated ongoing enhancement of performance while adhering to compliance standards.
Broadband Retention Adviser
o2 Telefonica
Runcorn, Cheshire
05.2012 - 06.2013
- Managed high call volume with professionalism, ensuring exceptional service delivery.
- Resolved customer issues related to service, pricing, and technical matters through targeted questioning.
- Referred unresolved grievances for further investigation to appropriate departments.
- Consistently met or exceeded service and quality standards during review periods.
Education
GCSE -
Plessington High School Technology College
Wirral07.2001
Skills
- Microsoft Office
- Conflict resolution
- Self-motivated
- Team player
- Communication skills
- Problem solving
- Time management
- Staff performance management
- Service planning
- Email inbox management
- KPI management
- Deadline management
- Task delegation
- Administrative leadership
- HR policies and procedures
Timeline
Senior Administrative Officer
Wirral Community Heath and Care NHS Trust
09.2024 - Current
Team lead
Wirral Community Health and care NHS Trust
05.2021 - 09.2024
Administrative officer
Wirral Community NHS Foundation Trust
05.2020 - 05.2021
Re-Contract Adviser
o2 Telefonica
06.2013 - 03.2020
Broadband Retention Adviser
o2 Telefonica
05.2012 - 06.2013
GCSE -
Plessington High School Technology College
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