Pamela Hemmingway
Mexborough,South Yorkshire
Summary
Highly organised and detail-oriented professional with extensive experience in managing administrative functions in fast-paced environments. Possesses strong leadership skills and the ability to motivate teams in order to achieve goals. Adept at streamlining processes, implementing effective procedures, and delivering exceptional support to management and team colleagues alike. Flexible and adapts successfully within all environments. Works well without supervision and has developed a logical approach following ITIL principles when dealing with change, problem, and incident management. Capable of working under pressure and able to meet targets and deadlines.
Overview
28
28
years of professional experience
Work history
READY FOR SERVICE (RFS) TEAM MEMBER
BT Plc
2007.03 - 2024.08
- Ensured new IT Systems had full support wrap in order to accept them into live monitoring, with high emphasis on right first time and with little or no impact on existing live services
- Heavily involved with share price critical deliveries such as London 2012 and BT Sport (now TNT)
- Played a key role in identifying support requirements for Enterprise Cloud products
- Provided information for Root Cause Analysis for incident management on in-life servers, in order to improve service and drive a positive customer experience
- Helped to re-write team processes following rationalisation in 2010, for improved workflow and to ensure prompt deliveries
- Daily usage of ServiceNow and inhouse digital workflow systems for deployment of controlled changes, Incident Records and Service Requests
- Performed chairperson role on regular team performance boards, improvement plans and ad-hoc calls.
CHANGE ASSESSMENT TEAM
BT Plc
2004.12 - 2007.03
- Managed and scheduled the workload as requested via Change Control, in support of defined Service Level Agreements
- Supplied timely and accurate working schedules for the service support teams
- Produced and maintained documentation for all Change Assessment job-related procedures and monthly Change Assessment statistics
- Chaired weekly calls with all relevant parties
- Provided systems access for mainframe users
- Performed facilities management work in the form of assessing and providing/revoking building access, hosting guests, building inductions for new starters.
NUISANCE CALL SPECIALIST
BT Plc
2003.07 - 2004.12
- Highly committed to helping and supporting customers receiving a wide range of nuisance calls
- Worked to identify appropriate solutions to the problem, through effective questioning and the building of good interpersonal relationships
- Presented professional empathy to customers during often distressing situations
- Trained to deal with everything from providing basic advice to liaising with police authorities regarding call tracing
- Daily liaison with various BT departments and Other Licensed Operators
- Compilation of statistics to track successful resolution and customer satisfaction.
DAMAGE CLAIMS ASSESSOR
BT Plc
1996.10 - 2003.07
- Management of third party claims against BT for property and personal injury
- Collaboration with numerous internal departments, such as BT solicitors, and also external companies throughout the handling of claims
- Awareness of legal and internal regulatory compliance in order to correctly deal with all claims.
Education
GCE O Level - 6 Passes including English & Maths
Mexborough Comprehensive
Mexborough 2001.04 -
Skills
- Process Driven
- Project Management
- Good Communicator & Collaborator
- Approachable and able to build relationships quickly
- Effective Team Member/Team Leader
- Good coaching skills
- Flexible
- Self-motivated
- PC skills – Microsoft toolset: Word,Excel,Teams
References
- Gary Johns, BT Plc, Technical Team Lead Line Manager, gary.johns@btinternet.com
- Sarah Frost, BT Plc, Project Manager Former Line Manager, sarah.frost@bt.com
Timeline
READY FOR SERVICE (RFS) TEAM MEMBER
BT Plc
2007.03 - 2024.08
CHANGE ASSESSMENT TEAM
BT Plc
2004.12 - 2007.03
NUISANCE CALL SPECIALIST
BT Plc
2003.07 - 2004.12
GCE O Level - 6 Passes including English & Maths
Mexborough Comprehensive
2001.04 -
DAMAGE CLAIMS ASSESSOR
BT Plc
1996.10 - 2003.07