Samantha Rosa

• Process invoices to ensure that invoices are paid within credit terms/dates
• Administer delivery notes and invoices received - matching delivery documentation to subsequent invoices
• Escalate invoice queries to Accounts Payable Assistant
• Produce central and school purchase orders in accordance with financial regulations
• Use of PSF, sharepoint and office applications

• To provide support with any admin and invoicing duties to ensure the company was able to run on a day to day basis
• This included and was not limited to Email/Ofiice support, invoicing using Xero
• Recorded amounts due for items purchased or services rendered.
• Troubleshot to resolve routine errors and discrepancies and recommended possible improvements.
• Created new procedures and forms to smoothen workflow.
• Performed employee expense reimbursements and entered associated journal entries.
• Utilised electronic, standard and certified mail services to deliver invoices.
• Created improved filing system to maintain secure client data.
• Monitored outstanding invoices and performed collections duties.
• Acted as main contact for internal and external clients.
• Screened phone calls and routed callers to appropriate parties.
• Monitored and updated budget and account records.
• Provided printing, photocopying scanning support to colleagues.
• Created email notifications, invitations and agendas for meetings, events and appointments.
• Wrote business correspondence and technical letters.

• To line manage and motivate the Contact Centre Advisors This includes being visible to staff, through ‘floor walking' and performing customer service tasks on a regular basis to understand direct report's jobs and situations encountered
• To promote and ensure achievement of excellent customer service standards, identified performance outcomes, including service KPIs, quality standards and business plan targets as set by the Contact Centre Manager
• To monitor call waiting queues, ensuring that call wait times and call abandonment rates are minimised, quality standards are continually met and improved, and to support agents by assisting with or managing calls that are difficult to resolve
• To ensure all enquiries, service referrals, equipment requests, purchase order requests, compliments and complaints are dealt with promptly, in accordance with KPI standards and that they are allocated & actioned appropriately
• To promote and ensure accurate data entry by Contact Centre staff, using the appropriate system, to facilitate accurate, complete and timely management information and reporting
• To support the regular review of Contact Centre procedures, scripts and forms
• Identifying and implementing lessons learnt to benefit service and working practice improvement
• To deal with all out of hours issues such as managing emergency rota planning, care staff sickness, suspending customer calls, locating missing customers, medication, all IT issues and wall watching to prevent missed visit, easing the pressure of the Emergency manager on call for the region
• To manage rotas for team and to ensure all shifts are covered appropriately to account for staff sickness and time keeping. To regularly meet with staff to review team performance, discuss and identify improvements and cascade company information and service or procedure changes
• Make optimum use of resources to deliver high quality, effective and efficient services. This includes working with Regional Management to identify peaks of work in advance and organise resources and shift patterns to 'provide adequate staffing cover
• To support the recruitment of vacant posts, ensuring new Contact Centre Advisors are fully inducted and that the full probation procedure is followed in line with ECL policies
• To identify Contact Centre Advisors training needs, including both mandatory and recognised developmental training
• Ensure that training is continuously updated and that staff training records are current and effectively stored
• To coach and develop individuals to achieve the productivity and quality standards as set by the service standards, and providing opportunities for development
• To work with the Contact Centre Manager to ensure that the support and personal development needs of all members of the team are identified and addressed through inductions, regular 1:1 meetings and periodic appraisal in line with the organisations guidelines
• To carry out investigations and participate in disciplinary proceedings or process
• Ability to maintain clear boundaries with clients and colleagues
• To undertake any other duties that may reasonably fall within the scope of the position
• Supported a transition of working from home during a pandemic
• Assisted with implementation of a new system to ensure business continuity whilst in a pandemic use of people planner

• Provide a first point of contact to Service Users, Members of the Public, Commissioners and Stakeholders
• Maintain, develop and apply knowledge of the relevant product/ process area in order to respond to queries and requests from callers
• Signpost accurately to other organisations, where required, recording enquires for collation and review of potential business opportunities
• Provide professional and customer friendly service to all customers and deliver a consistent level of service
• Resolve a high percentage of customer enquiries on first contact
• Respond to and process incoming customer referrals in line with agreed contractual obligations, ensuring staffing capacity available to support customer
• Assign appropriate assessors to perform an initial assessment of customer's requirements
• Provide feedback to management on the quality of calls and suggest ways to improve the customer experience.

• Here I was a main point of contact out of office hours for 5 homecare branches across the country
• Provide a first point of contact to Service Users and employees
• Signpost accurately to other organisations, where required, recording enquires for collation and review of potential business opportunities
• Provide professional and customer friendly service to all customers and deliver a consistent level of service
• Resolve a high percentage of customer enquiries on first contact
• Assign appropriate assessors to perform an initial assessment of customer's requirements
• Provide feedback to management on the quality of calls and suggest ways to improve the customer experience.
• Used People planner

Understand the needs of customers and deliver the best possible outcomes through exemplar behaviour in accordance with ECC’s Values and Core Organisational Behaviours.

Work flexibly and collaboratively across structural boundaries in support of key out- comes.

To contribute to development of organisational capability by taking ownership of your own training and development, including identifying and taking part in training and development activity and responding to feedback on performance.

Thinking creatively, challenging the norms, and constructively challenging those around them (including those more senior) to ensure continuous improvement and commercial astuteness, and inspire the same in colleagues.

Take responsibility for identifying and actioning areas of risk including Health and Safety and Business Continuity.

Work as part of project or process teams as required under the new operating model, ensuring excellent cross functional output.

Work with managers and senior officers from across ECC and with partners and stakeholders, providing a flexible and proactive resource to deliver commissioning activity ensuring best value for money, and sustainable service outcomes.

Provide day-to-day support and undertake agreed actions as part of a matrix man- aged team assembled from across the organisation and with partners, for specific pieces of commissioning activity– both planned and reactive.

Provide subject matter expert advice and guidance to support thematic leads, and represent commissioners at relevant forums, as required.

Support commissioners and other commissioning support staff on any number and combination of thematic accountabilities which will change dependent on strategic priorities.

Support managers and senior officers to ensure that prioritised activities can be planned, specified and met in terms of capacity and capability and delivered to customer service standards.

Build relationships and work in collaboration (for example with, but not limited to, CCGs and District/City Councils) not only to deliver levels of integrated commissioning activity, but also to identify any further opportunities and efficiencies across organisations.

• Deliver specific commissioning projects and activities that further the continuous improvement of high performing, sustainable and cost effective services or place shaping activities and develop cross functional links through out Essex County Council.
• Support the development of and use and maintain a range of commissioning tools and techniques that ensure commissioning activity is consistent, effective and efficient and that an audit trail is maintained.
• Support the development and use of a com- missioning resource library based on best practice activities and keep all commissioning project records including specifications and evaluation frameworks.
• Respond quickly to new challenges and opportunities ensuring that risks and opportunities are identified and managed and comply with all external and internal regulation.
• Performance monitoring and reviewing services/projects as appropriate with the development of payment by results contracts and benchmarking to ensure services are fit for purpose. This may include face to face interactions with service users.

• Monitoring Officer (June 2009-Sept 2010 then promoted to Senior Monitoring Officer)
• To lead and manage the work load of the Monitoring Team reporting directly to line manager
• To manage the data collection team for FEEEG, including regular 1:1.
• To assist with the production, collection, inputting, co-ordination and analysis of data across various Early Years and Childcare activities.
• To assist with the development and operation of monitoring and evaluation activities in accordance with requirements of the Sure Start Unit and of Essex County Council.
• To administer the Early Years and Childcare Grants Panel and provide budget management and minute taking. Taking note of terms of conditions of contracts to create contract.
• Compile written reports on the outcomes of the audit data, to assist in analysing and presenting the findings and highlight key concerns and actions required.
• Assist with the regular analysis of outcomes from grants distributed by the Early Years Development and Childcare Partnership Grants Panel and the Transformation Fund.
• Create and issue contracts to support government funding for Early Years and Childcare
• Monitoring the expenditure of government grants for Early Years and Childcare to ensure they meet ECC Audit requirements
• To provide support for Grants Panel: to process and review applications for government grants
• To pursue debt collection of money not spent in accordance with the contracts issues
• Raising payments for funding
• General admin duties

• Working with the Service Delivery Manager to provide support to the IT Department and agencies supported by GIS, to assist in the adoption of the ITIL service support processes. These processes included Change and Incident Management
• Assist with the management of the service support processes on an international level.
• Solely responsible for third party contracts for the maintenance of the data centre
• Assisting with the activation of blackberry's using Citrix and assist with any issues that may occur
• Responsible for ensuring that company policy, regarding Service Support processes, is adhered to at all times
• Produce weekly, monthly and adhoc reports for management using Remedy and Crystal Reports
• Being a main point of contact for all operations within the companies and to the agencies we supplied support for
• General Admin duties

• Logged and allocated calls to the relevant departments using HP Openview software
• Ensured all emails, faxes and post were dealt with within one working hour of being received
• Allocated jobs to the 17 members of the Helpdesk
• Managed the call queue and ensured no calls were going to exceed the Service Level Agreements
• Created user accounts using Active Directory
• Trained all new members of the Administration team
• Ensured data in the HP Openview Database was correct at all times
• Assisted the Helpdesk Analysts when needed to ensure department targets were met
• Helped the helpdesk to achieve a first line fix target of 65%
• Helped to achieve the Helpdesk target of all calls being answered within 20 seconds
• PA to Helpdesk Team Leaders
• Ensured calls were fixed within the Service Level Agreement
• Fixed technical calls over the phone to provide a fast service to customers
• Supportied and have excellent knowledge of Windows 95, 98, 2000, NT and XP
• Systems administrator for Active Directory, MS Exchange and bespoke NHS applications
• Communication skills, dealt with irate customers and handled complaints
• Assisted the Team Leader in writing Helpdesk policies and procedures
• Attended interviews for new members of the team.
• Produced minutes for Helpdesk, Operations and Management meetings and keep the information confidential at all times
• Reported incidents, risks and hazards by following set procedures.

• Avoided non-compliance losses, maintaining detailed records on transaction details in the banks software
• Improved customer satisfaction levels by maintaining in-depth knowledge of bank products and services.
• Prevented fraud by verifying customer identities and validating transaction details.
• Guaranteed transparent transactions by ensuring compliance with established banking policies.
• Enabled smooth processing of financial transactions, working collaboratively with customers and bank departments.
• Assisted customers with compromised debit cards and issued new credentials.
• Trained new tellers in institutional processes and procedures, mentoring through learning period and answering questions.
• Explained bank services, financial products and applicable fees to customers.
• Identified and mitigated potential fraud and transaction risks.
• Maintained discretion and security in handling sensitive personal and financial data.
• Solely responsible for the branches 5 ATMs, ensuring that they were in service, balanced and loaded on a weekly basis
• Deputy bulk cashier, responsible for the branches money
• Attended intensive training courses on handling money, dealing with customers and recognising potential fraud

• Assist with Payroll, using SAGE
• Created invoices
• Dealt with employees wage queries
• Expense management.
• Interacted with customers professionally by phone, email and in-person to deliver accurate service information.
• Organised physical files and digitised records to support ease of access and GDPR compliance.
• Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
• Effectively managed incoming and outgoing mail to maximise office efficiency.
• Managed office supply inventory, performing stocktake duties and ordering additional supplies to meet staff needs.