Nicola Tolkien
Royston,Hertfordshire
Summary
Detailed orientated individual experienced in administrative procedures. Oversees day-to-day duties with strong planning and organisation skills Seeks opportunities to improve processes, procedures and practices. Excels with minimal supervision and decisively approaches problems. Adept at multi-tasking and motivated to achieve outstanding success through prompt communication and helpful approach.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work history
Safer Gambling Operations Support Officer
GamCare
London, City of London
2023.04 - Current
- Oversees client invoicing and expense processes, ensuring accurate and timely invoicing.
- Liaises with the Payments Team to ensure correct accrual and deferral data are reported.
- Reconciles monthly MI reports to ensure all accounts are correctly captured.
- Reconciles external booking services to ensure all expenses are correctly captured.
- Streamlined operational processes by implementing new organisational techniques.
- Manages CRM data and ensures team members are adequately trained to use the system.
- Sought out and implemented a new diary system to increase reporting on training project progress, and enhance ease of scheduling sessions for the training team.
- Schedules and prepares monthly briefings to ensure clear communication amongst team members.
- Provides comprehensive administrative support to a team of 9 people.
- Updates the Safer Gambling website to reflect accurate course information, and the team LinkedIn page.
Training and Development Officer
GamCare
London, City of London
2021.10 - 2023.04
- Used Microsoft Word and other software tools to create training proposals and customer contracts.
- Coordinated delivery of specialised training with external service providers
- Facilitated workshops on gambling harm for industry and financial professionals online and offline.
- Updated and modified training material to stay ahead of industry developments and maintain relevancy.
- Implemented research findings and client feedback to improve programme material and delivery.
- Tracked impact of training programmes against pre-established metrics.
Bingo Chat Moderator
bet365
Woking, Surrey
2021.04 - 2021.10
- Maintained decorum in online forums by enforcing rules and guidelines.
- Achieved community harmony through active engagement and conflict resolution strategies.
- Cultivated positive environment for discussion by moderating comments and posts.
- Provided support to users, ensuring smooth operation of forum activities.
- Addressed safer gambling issues in line with company policies
Training Officer
bet365
Sliema, Malta
2020.02 - 2021.04
- Developed comprehensive training material to enhance employee understanding of their roles.
- Coordinated internal training sessions, ensuring optimal staff participation.
- Streamlined company onboarding process with effective orientation programmes.
- Collaborated closely with department heads for alignment of training objectives.
- Designed e-learning courses, enhancing accessibility for all employees.
- Kept abreast with industry trends to ensure up-to-date content in all trainings offered.
- Implemented feedback systems post-training, improving future initiatives based on responses received.
- Championed diversity and inclusion in all training strategies implemented.
Gaming Team Leader
bet365
Sliema, Malta
2019.05 - 2020.02
- Facilitated shift operations to ensure KPI attainment with Supervisors, and Managers.
- Fostered a high-performing team environment to drive productivity and quality.
- Identified knowledge gaps, and developed targeted interventions to address them.
- Guided team, identifying improvement needs, and offering detailed feedback in individual meetings.
Gaming Customer Service Advisor
bet365
Gibraltar
2015.11 - 2019.05
- Improved customer satisfaction by promptly addressing queries and complaints.
- Managed complex customer issues to successful resolution within SLAs and legislative guidelines.
- Enhanced brand loyalty, provided excellent service at all times.
- Handled a high volume of calls, chats, and emails daily for faster issue resolution.
- Provided a high level of customer service to VIP players.
Education
Level 5 Diploma - Learning and Development (CPD)
UK Professional Development Academy
United Kingdom 2019.10 - 2020.05
Bachelor of Science - Forensic Anthropology and Crime Scene Investigation
Bournemouth University
Poole 2008.09 - 2011.05
Diploma of Higher Education - Access to Life Science
Kingston College
Kingston upon Thames 2007.09 - 2008.05
Skills
- Microsoft Office Proficiency
- CRM software proficiency (eTapestry)
- Strong organisational skills
- Proficient in WordPress
- Database management
- Invoicing
- General office administration
- Customer service excellence
Timeline
Safer Gambling Operations Support Officer
GamCare
2023.04 - Current
Training and Development Officer
GamCare
2021.10 - 2023.04
Bingo Chat Moderator
bet365
2021.04 - 2021.10
Training Officer
bet365
2020.02 - 2021.04
Level 5 Diploma - Learning and Development (CPD)
UK Professional Development Academy
2019.10 - 2020.05
Gaming Team Leader
bet365
2019.05 - 2020.02
Gaming Customer Service Advisor
bet365
2015.11 - 2019.05
Bachelor of Science - Forensic Anthropology and Crime Scene Investigation
Bournemouth University
2008.09 - 2011.05
Diploma of Higher Education - Access to Life Science
Kingston College
2007.09 - 2008.05