Serah Lambert
Erith,England
Summary
Experienced Project Manager with a track record of effectively completing challenging projects across NHS/NHSE . Stakeholder management skills include ensuring excellent communication and alignment throughout the project's life cycle.
Results-focused Complaints Manager with talent for resolving complex issues and improving customer satisfaction. Spearheaded initiatives that reduced complaint resolution time, leading to increased customer loyalty and retention. Known for fostering collaborative environments and driving continuous process improvements to enhance service delivery.
Experienced professional with focus on managing and resolving customer complaints. Skilled in conflict resolution, team leadership, and developing strategies to improve customer satisfaction. Capable of implementing process improvements to enhance service quality and boost client retention.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Programme Support Officer
NHS Arden and Gem CSU
Leicester, Midlands
11.2022 - Current
- Achieved streamlined operations by implementing efficient project management strategies.
- Boosted stakeholder satisfaction with consistent communication and updates.
- Collaborated with senior leadership, aligning project goals with corporate strategy.
- Ensured regulatory compliance in all aspects of programme management processes.
- Established clear goals and benchmarks to measure project success.
- Delivered high-quality outcomes with strict adherence to quality standards.
- Coordinated with different workstreams, ensuring seamless execution of projects.
- Drafted detailed reports, documenting project progress and effectiveness.
- Resolved critical issues promptly, ensuring minimal disruption to programme timelines.
- Established consensus across diverse stakeholder group for alignment with programme goals.
- Reviewed progress reports regularly, ensured alignment with planned outcomes.
- Proactively identified potential problems; implemented effective solutions swiftly.
- Established clear objectives for team performance enhancement.
- Enhanced project efficiency by implementing robust strategies.
- Led cross-functional teams, boosted productivity levels.
- Developed comprehensive plans for project success.
Administrator Vaccination Program
Guys and St Thomas NHS Trust
London, England
02.2022 - Current
- Successfully delivered on tasks within tight deadlines.
- Stayed current on processes and procedures to offer relevant assistance.
- Wrote reports outlining project progress and results.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Handled high-volume telephone and email enquiries to minimise backlogs.
- Displayed energy and enthusiasm in fast-paced environment.
- Conducted research and gathered information from multiple sources to present clear results.
- Supported team by demonstrating respect and willingness to help.
- Monitored and updated stock levels and inventory databases.
- Completed duties to deliver on targets with accuracy and efficiency.
Complaints manager
Shendam Local Government
Shendam, Plateau state
01.2014 - 06.2018
- Developed a standard operating procedure manual detailing the processes involved in handling a complaint from receipt to resolution.
- Formulated response letters to customers' complaints, maintaining a positive brand image even in challenging situations.
- Held regular training sessions for staff members on effective communication techniques, raising overall team competence level.
- Conducted internal audits to ensure compliance with regulatory bodies' directives, avoiding legal complications.
- Trained new employees on local government policies and procedures, improving their understanding and job performance.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Monitored staff adherence to company policies whilst handling complaints, ensuring consistency in local government standards.
- Updated senior management on significant complaints and resolutions regularly, ensuring transparency in operations.
- Streamlined the process of complaint logging, resulting in quicker resolution times.
- Reviewed service users' feedback on social media platforms for better service delivery.
- Facilitated weekly meetings to discuss progress on projects, deadlines, objectives and concerns.
- Achieved higher team efficiency with regular training and mentoring sessions.
Education
Bachelors of science - Communication
Bingham University
Karu, NigeriaSkills
- Evidence gathering
- Report writing
- Conflict resolution
- Regulatory compliance knowledge
- Investigative techniques
- Case management expertise
- Training delivery capability
- Awareness of ombudsman services
Certification
- Certified Project Management Professional
- Certified Associate in Project Management
Timeline
Programme Support Officer
NHS Arden and Gem CSU
11.2022 - Current
Administrator Vaccination Program
Guys and St Thomas NHS Trust
02.2022 - Current
Complaints manager
Shendam Local Government
01.2014 - 06.2018
Bachelors of science - Communication
Bingham University
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