Summary
Overview
Work history
Education
Skills
Languages
Timeline
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SAPHRON COOPER

Shirley,West Midlands

Summary

Compassionate and dedicated professional with strong communication skills and ability to build rapport quickly. Adept in conflict resolution and providing emotional support, essential for fostering safe and nurturing environment. Committed to making positive impact on individuals' lives in a support working role.

Passionate Service Delivery coordinator with experience in data accuracy and management. Independent problem-solver focused on customer service and product development. Works well under tight deadlines.

Overview

13
13
years of professional experience
5
5
years of post-secondary education

Work history

Assets & Delivery, Service Coordinator

Midland Heart
Birmingham, West Midlands
09.2023 - Current
  • Used assessment findings to action necessary care plan adaptations, providing emotional support for tenants struggling with their health conditions mentally and physically.
  • Assessed occupational therapist and council reports, applications and plans for adapting tenants homes to suit their individual needs. Making decisions and updating central records. Raising business actions and requesting works from contractors.
  • Processing applications for property component replacements received from colleagues across the business. Making decisions in line with current procedural guidance.
  • Strong and transparent communication is key both with tenants, contractors and escalating concerning cases to manager and relevant teams across the business.
  • Raised Gas Cap and Asbestos surveys for void properties, coordinated and collaborated with contractors to ensure timely completion, and maintained accurate records of all jobs raised.
  • Dealing with No Access cases and sending out correspondence to tenants, reaching 3 valid no access attempts with all necessary evidence before 21 days from expiry.
  • Inputting electrical certification data onto key operating systems.
  • Led and managed team operations in the absence of the manager, ensuring continuity and meeting departmental goals.
  • Consistently developed and proposed innovative solutions and process improvements, not only for this department but also for cross-functional teams, driving overall efficiency and collaboration.
  • Utilized Excel daily to manage data, track progress, and generate reports, ensuring accuracy and efficiency in routine tasks.
  • Taking responsibility for learning and development with support from team leader.
  • Supporting departments in administration tasks.
  • Working on general enquiries from tenants via emails, phone calls and face to face during attending properties.
  • Took detailed minutes for contractor meetings, ensuring accurate documentation of discussions, decisions, and action items for follow-up.
  • Implemented and created training notes and spreadsheets to improve record keeping in the team.

Nursery Assistant

Little Pioneers Nursery
Selly Oak, Birmingham
01.2023 - 09.2023
  • Designed educational activities aligning with Early Years Foundation Stage curriculum.
  • Provided attentive care to ensure children's well-being.
  • Attended training to enhance professional skills and advance career.
  • Collaborated with staff for efficient nursery operations.
  • Developed trusting relationships with children, parents, and staff.
  • Maintained logs of completed tasks efficiently.
  • Applied paediatric first aid and managed incidents calmly.
  • Updated online learning journals using excellent systems knowledge.

Recovery Coordinator

RAC
Walsall, West Midlands
10.2017 - 01.2023
  • Customer Assistance: Providing prompt and professional assistance to customers who have experienced breakdowns. This may involve answering customer inquiries, providing information on available services, and ensuring customer satisfaction throughout recovery process.
  • Dispatch and Coordination: Coordinating dispatch of recovery vehicles or service providers to the location of breakdown. This includes efficiently managing resources, assigning tasks, and ensuring timely responses to customer requests.
  • Communication and Problem Solving: Maintaining effective communication with customers, recovery personnel, and other relevant parties to gather necessary information, assess the situation, and resolve any issues or challenges that arise during the recovery process.
  • Documentation and Record-Keeping: Maintaining accurate records of customer interactions, breakdown details, recovery services provided, and any other relevant information. This documentation helps in tracking progress, evaluating service quality, and providing necessary reports.
  • Team Collaboration: Collaborating with the team of recovery professionals, technicians, and support staff to ensure efficient and effective recovery operations. This may involve sharing information, coordinating schedules, and supporting each other to meet customer needs.
  • Problem Resolution and Decision Making: Identifying problems or obstacles in recovery process and making decisions to address them promptly. This could involve assessing alternative solutions, prioritising actions, and making judgement calls to ensure successful recovery outcomes.
  • Adherence to Policies and Procedures: Following established company policies, procedures, and industry regulations to maintain high-quality service standards, ensure customer safety, and promote consistency in recovery operations.
  • Responded calmly to manage crises and emergency situations.

Manager

Mango
Birmingham
09.2015 - 10.2017
  • Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
  • Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
  • Created and implemented best practice policies and processes to aid operational performance.
  • Weekly conference calls and also get visits from Area and country managers and present my floor to them
  • Recruitment, staff training and development, in-house HR and payroll.
  • Visual merchandising for stores around UK including London Mango.
  • Conducted audits and risk assessments to achieve regulatory compliance.
  • Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
  • Organization of launching sales and promotions and keeping the stockroom in order.
  • I also managed visual merchandising for the London store as well for a period of time.
  • Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.

Office Coordinator and Consultant

Smart Recruitment
Wednesbury, Sandwell
01.2013 - 09.2015
  • Greeting visitors checking them in
  • Managed large call volume, scheduled meetings, coordinated logistics and controlled confidential information.
  • Communicated within the office and with the public by upholding company values and objectives while providing excellent service.
  • Worked collaboratively with teammates to ensure smooth office functioning.
  • Organised workload and prioritized tasks to produce work efficiently in deadline-driven environment.
  • Keeping all office items stocked
  • Ensuring the office is presentable at all times
  • Dealing with any office maintenance requests
  • Providing daily administrative support
  • Booking meetings and training
  • Registered new candidates, developing wide-ranging database to meet client recruitment needs.

Education

GCSEs -

The Streetly Academy
Sutton Coldfield
09.2005 - 08.2010

Skills

  • Communication with tenants and contractors
  • Empathic listening
  • Resilience
  • Data analysis
  • Critical thinking
  • Team management and leadership
  • Excel proficiency
  • Attentive to detail
  • Deadline management
  • Microsoft Office proficiency
  • Task delegation
  • Information organization
  • Documentation skills

Languages

English

Timeline

Assets & Delivery, Service Coordinator

Midland Heart
09.2023 - Current

Nursery Assistant

Little Pioneers Nursery
01.2023 - 09.2023

Recovery Coordinator

RAC
10.2017 - 01.2023

Manager

Mango
09.2015 - 10.2017

Office Coordinator and Consultant

Smart Recruitment
01.2013 - 09.2015

GCSEs -

The Streetly Academy
09.2005 - 08.2010

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SAPHRON COOPER