Stefan Boghiu

• Overseeing operations management and service development
• Handling Tier 2 escalations, resolving challenging incidents
• Training new employees, reducing staff turnover from 16% to 5%
• Providing software training for 100+ clinical, clerical, and admin staff
• Creating KPI and service reports for Primary Care Networks (PCNs)
• Improving equipment delivery procedures, saving £2,000 monthly
• Ensuring clear communication with partnered surgeries, PCNs, and stakeholders

• Oversaw performance of 18 agents, providing coaching and training
• Monitored live calls, improving soft skills and engagement
• Led team in delivering complex scripts effectively
• Held monthly 1:1 sessions to review performance and set targets
• Developed improvement plans for underperforming agents
• Managed team scheduling and resource allocation
• Analyzed data via PowerBI and WMS, improving quality scores from 6.7 to 9.2 in 2 months
• Compiled detailed KPI reports using Excel

• Collected and managed sensitive citizen data for COVID-19 cases
• Provided self-isolation guidance per national standards
• Acted as Tier 1 escalation for high-risk safeguarding and welfare cases
• Handled sensitive data securely to prevent leaks
• Completed reports on safeguarding concerns
• Maintained high-quality standards with 9/10+ scores

• Handling objections and adapting to the respondent's queries or schedule
• Liaising with team managers on sensitive cases and setting the ideal course of action to achieve effective resolution
• Maintaining professional etiquette with difficult clients
• Use of Microsoft Outlook, Excel, to edit and save information and data, adapting Excel formats to project needs

• Developing operational policies and procedures
• Monitoring and managing staff performance
• Developing and managing budgets
• Managing inventory levels
• Identifying and addressing operational issues, and maintaining relationships with stakeholders

This experience has provided me with a strong foundation in operations management and the ability to worke ffectively in a fast-paced, dynamic environment.