Hi, I’m
Tara Thornton
London
Summary
Results-focused Account Manager and Systems Thinking practitioner offering 8+ years of customer service experience and 2+ years of strategy and transformation experience in the health and social care sector.
Seeking new opportunities where innovation, new ideas and dedication will be highly valued to support the implementation of lasting positive change.
Overview
10
years of professional experience
Work history
NHS EnglandLondon
Account Manager & Systems Thinking Practitioner
2022.06 - Current (3 education.years_Label & 11 education.months_Label)
Job overview
- Managing 33 key accounts, including all Integrated Care Systems and our biggest account, to support the growth of collaboration networks and knowledge sharing across the NHS and wider health and care sector.
- Supporting the ongoing development, delivery and improvement of the account management function across the platform.
- Supporting accounts and internal team with our current migration to a new platform, using an agile delivery method.
- Leading on a three-year account management strategy to support migration of all accounts to our new digital platform.
- Leading systems thinking interventions with both my internal team and clients to tackle wicked problems.
- Delivering a high level of service to clients across the health and social care sector to both maintain and extend the relationships for future business opportunities.
- Member of the EDI taskforce, IDEA network and Women's network.
NHS South, Central and West CSUBristol
Strategy and Transformation Consultant - GMTS
2020.10 - 2022.06 (1 education.year_Label & 8 education.months_Label)
Job overview
- Led PCNs through improvement cycles to improve their GP data using a unique QI approach
- Led on areas of improvement within the PMO of the NHS South East COVID19 Vaccine programme, creating and revising SOPs.
- Led on an options appraisal project with Bristol Eye Hospital that resulted in 50 more patients being seen per week at their treatment unit.
- Led and supported lifecycle project delivery, effectively planning to remain within scope and budget across NHSE, regional and Trust level teams.
- Mapped current business and operational processes and offered recommendations for improvement.
- Identified workflow bottlenecks and implemented new and improved processes, policies and systems (eg implementing Salesforce CRM).
- Participated in numerous leadership courses with the graduate scheme programme.
Waitrose & PartnersDorset/London
Customer Service Supervisor
2014.03 - 2020.09 (6 education.years_Label & 6 education.months_Label)
Job overview
- Led a team of 10 staff members: ensuring staff punctuality and organising staff breaks.
- Supported the management of resource and capacity planning to support forecasted business needs.
- Assisted with customer queries, refunds and complaints.
Xi'an Jiaotong, Liverpool UniversitySuzhou, China
Marketing and Communications Coordinator
2018.10 - 2019.06 (8 education.months_Label)
Job overview
- Composed, revised and edited content for the university news page.
- Synthesised intricate and complicated narratives to promote accessibility among international readers.
- Developed and implemented plans and content for social media posts.
- Networked with media and PR professionals to build campaign reach.
- Produced knowledgeable editorials and commentaries on topics of interest.
NHS Urgent Care 24Liverpool
Health Advisor and GP administrator
2017.03 - 2017.12 (9 education.months_Label)
Job overview
- Dealt with patient enquiries and requests with compassion, patience and confidence.
- Scanned documents and added coding to patient's medical records, using EMIS to manage and track patient records.
- Triaged patients, giving health advise and documenting medical information, demographics and symptoms of patients.
- Supported remote assessment of callers to urgent and emergency services through using the NHS pathways triage system, Adastra and Cisco Finesse.
Education
Cranfield UniversityMilton Keynes
PGDiploma from Systems Thinking Practice
2023
University overview
- Achieved 1st class with honours in year 1 (PGCert complete)
- Apprenticeship programme studying a wide range of topics such as cross-disciplinary problem-solving, public sector leadership and ethics, and engaging stakeholders using systems thinking methodologies.
- Designed in collaboration with employers from across the public sphere, the course addresses real-world complex public challenges through applied systems-thinking approaches.
- Collaboration across the public sector to solve real world challenges.
The University of LiverpoolLiverpool
Bachelor of Arts from Business Management and Popular Music (with a Year in China)
2020
University overview
- Graduated with a 1st class honors
- Recipient of the Liverpool Excellence scholarship and the Ede and Ravenscroft scholarship
- Commended entrant at the 2018, Global Undergraduate Awards for my paper: 'Music training in student education in relation to phonological awareness and reading ability'
Queen Mary University of LondonLondon
Bachelor of Science from Marketing and Management
2016
University overview
- Modules included Accounting for Business, Applied Economics, Quantitative Analysis for Business and Marketing Principles
The BRIT SchoolLondon
BTEC Level 3 Extended Diploma from Music
2015
University overview
- 1 of 28 students offered to study Music, with over 2000 applicants that academic year
- Graduated with triple distinction star (equivalent of three A stars)
- Electives included Business Management for Music and Music Policy
Skills
- Systems Thinking Practitioner
- Relationship-building and management
- QI management
- PRINCE2 qualified
- Diploma in Digital Marketing
- Database management
- Relationship Builder
- Marketing And Advertising
- Strategic Partnerships
- Social Content
Volunteering Experience
COVID-19 Volunteer
The Balsam Centre, Wincanton
February 2020 – June 2021
• Supporting vulnerable people within my community with various tasks, including:
food shopping and deliveries; dog walking; comfort calls.
Peer Mentor
The Open Door Centre, Birkenhead
January 2020 – March 2020 (paused due to COVID-19)
• Supported young people who have depression and anxiety with a
friendly and empathetic approach
• Provided multi-award winning one-to-one support to service users
during their computerised CBT programmes
• Received full Community Mental Health Training
Additional Information
Professional achievements:
- Secured a management role within two years of working in the NHS
- Accepted into the NHS graduate scheme
- Promoted in my first year of scheme
- Graduated with 1st honours
- Recipient of the Liverpool Excellence scholarship at university
- Recipient of the Ede and Ravenscroft scholarship at university
- Commended entrant at the 2018, Global Undergraduate Awards for my paper: 'Music training in student education in relation to phonological awareness and reading ability'
- Achieved D*D*D* at a leading performing arts school
- Offered a place to study music at the highly regarded and competitive BRIT School
Professional interests:
- Change management
- Systems thinking practice
- Health and social care digitalisation
- Primary Care
- EDI and wellbeing
Tools/software skills:
- Mac and Windows
- MS Office
- G-suite
- MS Teams
- Slack
- Trello
- Miro
- Asana
- Github
- Kanban
- Canva
- Adobe Suite
- CRM software: Salesforce
- Social media
Hobbies:
- Brazilian jiu-jitsu
- Football
- Travel
- Learning new languages
- Music production
Timeline
Account Manager & Systems Thinking Practitioner
NHS England
2022.06 - Current (3 education.years_Label & 11 education.months_Label)
Strategy and Transformation Consultant - GMTS
NHS South, Central and West CSU
2020.10 - 2022.06 (1 education.year_Label & 8 education.months_Label)
Marketing and Communications Coordinator
Xi'an Jiaotong, Liverpool University
2018.10 - 2019.06 (8 education.months_Label)
Health Advisor and GP administrator
NHS Urgent Care 24
2017.03 - 2017.12 (9 education.months_Label)
Customer Service Supervisor
Waitrose & Partners
2014.03 - 2020.09 (6 education.years_Label & 6 education.months_Label)
Cranfield University
PGDiploma from Systems Thinking Practice
The University of Liverpool
Bachelor of Arts from Business Management and Popular Music (with a Year in China)
Queen Mary University of London
Bachelor of Science from Marketing and Management
The BRIT School
BTEC Level 3 Extended Diploma from Music