Shabnam Drummond

Managed daily office operations ensuring smooth functioning of administrative tasks for a successful flagship nursery.

• Coordinated communication between staff, parents, and multi agency professionals including LEA, speech and language therapist and schools.
• Served as first point of contact for visitors, parents and external agencies providing a warm, professional and efficient service.
• Keeping accurate records for children and staff, including statutory records, accident reports, learning journeys, staff training and visitor logs.
• Supported implementation of health and safety protocols within nursery environment.
• Collaborated with colleagues to produce high-quality written content for termly Newsletters.
• Processed payroll data efficiently to ensure timely and accurate employee compensation.

• Delivery of end to end employee services for full life-cycle of employee, liaising closely with recruitment team around new employee intake to ensure seamless transition between teams.
• Promoted culture of good customer service ensuring that great customer care is role modelled at all
  times.
• Facilitated onboarding initiatives through preparation of orientation materials and training sessions.
• Coordinated management of employee records to ensure compliance with data protection regulations.
• Conducted employee engagement surveys to gather feedback and improve workplace morale.
• Responded promptly to employee inquiries regarding policies, procedures, and benefits.
• Maintained HR databases to ensure accurate and accessible employee information.
• Assisted in complex disciplinary procedures to uphold professional standards across the organisation.
• Created and updated 'How to Guides' to support and build capability with the team to deliver a consistent and well-regarded service
  

• Delivered expert guidance on HR policies to ensure compliance and implement best practices.
• Advised line managers on HR topics, including flexible working arrangements and grievance management.
• Managed staff records with diligence, ensuring data privacy and accuracy.
• Mentored junior team members in SAP HR tools to promote collaboration.
• Handled high volumes of communications, providing exceptional service to shared service users.
• Coached line managers on effective management of sickness absence cases.
• Maintained HR administration and SAP database for streamlined operations.
• Addressed employee relations queries, producing comprehensive documentation and responses.

Facilitated Tyco ‘Inclusion’ workshops, delivering presentations to employees and senior managers.

• Supported site HR Manager in executing key projects and work streams over a two month period.
• Partnered with line managers to identify ‘at risk’ employees based on selection criteria.
• Ensured accurate final package calculations during change management processes.
• Provided HR advice and guidance to line managers throughout consultations.
• Updated family-friendly policies to enhance organisational standards.

Delivered generalist HR support to approximately 80 call centre staff during TUPE transition.

Executed CV sifting, conducted telephone and face-to-face interviews for recruitment campaigns.

• Facilitated assessment centres to evaluate candidates for technical and non-technical roles.
• Oversaw employee relations, managing absence and conducting return-to-work interviews.
• Conducted flexible working and maternity meetings, including investigations and disciplinary processes.
• Supported team leaders in performance meetings by assisting with improvement plans.
• Initiated redundancy consultations and documented final meetings with Senior HR Manager.
• Administered payroll data for staff absences, sick notes, maternity, paternity, and unpaid leave.

• Managed high volume of inbound calls, ensuring prompt response times.
• Initiated upselling techniques during calls, generating additional revenue.
• Assisted customers in resolving inquiries regarding account status and transactions.
• Handled complaints with empathy, ensuring customers felt valued.
• Documented customer interactions accurately for future reference.
• Mentoring and training of new staff.
• Handled sensitive personal data responsibly while maintaining confidentiality.

• Greeted customers, providing book recommendations and addressing queries effectively.
• Handled cash and card transactions at checkout.
• Restocked shelves, ensuring organised and visually appealing displays.
• Monitored inventory levels, reporting low stock or out-of-stock items promptly.
• Maintained up-to-date knowledge of current releases, popular authors, and bestsellers.
• Worked towards achieving individual and store-wide sales targets consistently.

• Managed check-in and check-out processes for library materials at circulation desk.
• Assisting library users with queries and resolving any issues in a timely professional way.
• Utilised library management system to oversee customer accounts efficiently. Fine and cash handling,
• Assisted in organising and reshelving books, and cd's in the music library.
• Maintained accurate records of library inventory to support management needs.
• Ensured cleanliness and quietness of environment to enhance user experience.
• Coordinated inter-library loans to broaden resource availability for library users.