Michelle Webster
Dudley
Summary
A motivated and responsible individual seeking a new challenge which will utilize the organizational and communication skills I have developed through my previous experience within Business Administration & Customer Service Environments. I have a clear, logical mind with a practical approach to problem solving and capable of working under pressure in fast paced roles. I have 20 years clerical/administration experience in extensive backgrounds and an excellent track record. I am computer literate in various systems and capable of working independently and as part of a team.
Overview
19
19
years of professional experience
Work History
Training Co – Ordinator
Fulpass Training Ltd
11.2022 - Current
- Identify training requirements, manage diaries and arrange courses
- Organize paperwork , keep records of schedules and attendance
- Chasing Payment & Sales Invoices
- Work alongside Assessor's to ensure smooth running of programs
- Establish good working relationships with awarding bodies
- Issue Certification & training cards
- Manage Social platforms advertising courses and all enquiries resulting from posts
- Manage stock room
- Handle sensitive information relating to candidate's profile
- Arrange hire and off hire of equipment for training days
- Communicate with students to check progress on learning journey
- Arrange on site assessment and Portfolio Build days
Permit Administrator
Fincher Utilities Ltd
01.2019 - 11.2022
- Assist with general enquiries by telephone and email
- Manage phone calls and correspondence (e-mail, letters, packages etc.)
- Create and update records and databases ensuring full and accurate information is recorded
- Carry out regular housekeeping concerning emails and all files held electronically on company shared drives
- Plan works and make sure surveys are carried out in advance for backfill and reinstatement works in the highway for utilities
- Liaise with and build strong relationships with local authority, Clients, Street works and Civils teams
- Oversee Reinstatement teams working on backfill and reinstatement operations
- Management of all noticing requests receiving and monitoring all jobs through to completion
- Ensuring we achieve all relevant SLAs in line with the delivery and performance
- Daily coordination with the Networks Supervisors
- Deal with day-to-day issues, escalating to Street works Manager as appropriate
- Liaise with the local authorities, ensuring reinstatement data is collected and sent to relevant Highway Authority within statutory timeframe
- Monitoring and controlling all open permits/notices and liaise with field teams to ensure all data is up to date
- Maintaining appropriate records in order to resolve disputes between Local Highway Authority and our client
Helpdesk Advisor
NHS
06.2017 - 12.2018
- Be a first point of call for all Help Desk queries and complaints
- Logging of incidents, service requests, changes and problem tickets to the NHS Property Service Helpdesk
- Use In house systems to log all calls and assign to the relevant contractor
- Raising purchase orders to sub-contractors for reactive works
- Provide a professional, customer-focused service to a broad range of internal and external stakeholders, providing information in an effective and efficient manner
- Liaise with customers, support teams, and other interested parties to ensure accurate and informative resolutions are provided
Dispatch Customer Service Advisor
British Gas
06.2011 - 07.2016
- Maintain complex & sensitive data relating to customer records identifying and obtaining missing information where necessary
- Receive and make outgoing telephone calls undertake an assessment of the presenting concerns, and give advice as appropriate adhering to British gas policies and procedures
- Keep accurate and immediate records of every customer/engineer enquiry using British Gas Systems
- Work in a fast-paced environment dispatching engineers to customer locations using computer systems to ensure most effective travel pattern
- Manage area work volumes and liaise with field manager to ensure engineer daily targets are met
- Manage all calls in a controlled and professional manner
- Treat all incoming customer calls with empathy, respect and consideration
- Work to a call specification ensuring a model call
- Participate in am/pm conference calls with field staff to update on area/engineer workload
Data Operator
Central Networks E.ON
01.2006 - 05.2011
- Appointed team Super User & participated in creation of work place specific training materials for classroom based and1-2-1 user activity
- Update & Maintain the SAP database with all change requests relating to the company’s asset network
- Ensure Inspection & Maintenance of company Assets are followed and recorded correctly
- Meet deadlines and company Service Level Agreements
- Participating in technical debate, or analysis of data sources and business processes
- Undertake all self-quality assurance of work and ensure accuracy and consistency of updates to the network, in accordance with standards, procedures and processes
Skills
- Training delivery
- Verbal and written communication
- Work Planning and Prioritization
- Personable and approachable
- Administrative support
- Customer service
- Schedule coordination
- Recordkeeping and file management
- Data entry
- Database management
Timeline
Training Co – Ordinator
Fulpass Training Ltd
11.2022 - Current
Permit Administrator
Fincher Utilities Ltd
01.2019 - 11.2022
Helpdesk Advisor
NHS
06.2017 - 12.2018
Dispatch Customer Service Advisor
British Gas
06.2011 - 07.2016
Data Operator
Central Networks E.ON
01.2006 - 05.2011
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