Tayla Daniels
Supporter Stewardship Officer / Senior Supporter Stewardship Officer
Northampton
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognised for proactive approach to identifying and addressing issues, with focus on optimising processes and supporting team objectives. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organisational objectives with dedication and enthusiasm.
Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
10
10
years of professional experience
10
10
years of post-secondary education
Work History
Senior Supporter Stewardship Officer
Motor Neurone Disease Association
08.2022 - Current
- Responsible and manage daily operations for a team of six, optimising shift scheduling and hybrid working arrangements
- Acted as a point of escalation for issues, complaints, and knowledge gaps, providing targeted training to address team needs and improve performance
- Created and implemented the quality assurance project within the Supporter Stewardship Team, enhancing communication standards for phone, email, and letter inquiries to ensure the team produce high-quality supporter interactions
- Contributed to the Donor Loyalty Project, collaborating across the Income Generation Directorate and Communications Team to highlight the impact of donor contributions to supporters
- Coordinated updates to email templates and thank-you letters for Income Generation Directorate, ensuring alignment with donor loyalty messaging and helping to build strong rapport with cross-functional teams and stakeholders to drive project success
- Delivered multiple telephone training sessions across the Income Generation Directorate, preparing teams to handle peak call volumes and improve overall customer service capabilities
- Represented the Supporter Stewardship Team in internal and external meetings, fostering strong relationships with the Income Generation Directorate, other MND Association teams, and external suppliers
- Participated in multiple interview panels, helping to identify and select ideal candidates for roles within the Fundraising Team as well as the Services and Partnership Directorate
- Enrolled in two internal Team Leader courses to further develop leadership skills
- Participated in the Barclays Mentoring Programme for six months, gaining valuable leadership insights from a mentor in a different sector resulting in presentation, enhancing public speaking abilities
Supporter Stewardship Officer
Motor Neurone Disease Association
02.2020 - 08.2022
- Primary point of contact for the fundraising phoneline and inbox, handling a wide range of inquiries, including complex and sensitive issues, while building and nurturing relationships with MND Association supporters, people affected by motor neurone disease, and their families
- Ensured accurate data entry in CRM to maintain up-to-date records
- Led outbound call initiatives to engage and support fundraisers with upcoming events, enhancing their fundraising experience and maximising their fundraising potential
- Personally acknowledged and thanked supporters for their donations across various channels (letter/email), ensuring appreciation was communicated promptly and effectively
- Managed daily registration reports for new event sign-ups and online donation page setups, promptly triaging supporters to the relevant Income Generation Teams for continued engagement
- Ensured all supporters connected with the Supporter Stewardship Team were offered personalised support for their fundraising efforts
- Coordinated the ordering and distribution of fundraising materials, ensuring supporters received MND Association-branded items to amplify the charity’s visibility and spread awareness
- Completed two internal professional development courses on Personal Development and Customer Service, enhancing communication and problem-solving skills to better serve supporters
- Acted as a Culture Creator for two Facebook Fundraising Challenges, inspiring and motivating supporters to participate and contribute to the challenges
Service Schedule Author
Allvotec Limited
09.2017 - 02.2020
- Company Overview: formerly Daisy Group
- Drafted and produced service contract documents, including Master Service Agreements (MSAs), Statements of Work (SOWs), Change Control Notes (CCNs), and Work Packages, ensuring alignment with Business Continuity requirements
- Reviewed and analysed contractual terms and conditions, ensuring accuracy and compliance with customer specifications while managing any changes to service contracts
- Led negotiations with customer representatives to finalise service contract terms, balancing client requirements with organisational objectives
- Mentored and trained new employees on contractual processes, including the preparation and collation of service contract documents, ensuring adherence to best practices and internal standards
- Formerly Daisy Group
‘Next Generation Network’ Project Administrator / Network Analyst / Team Leader
Alliance Employment Agency
07.2016 - 09.2017
- Managed and trained a team, providing regular updates to senior management on performance and development
- Developed training materials for project processes
- Ensured smooth operation of the admin team and acted as the main point of contact for queries
- Negotiated and implemented telephony changes for BSS Pipeline & Heating Solutions, reconfiguring the Vodafone VONE C platform to make real-time adjustments to branch systems
- Worked on a high-priority telephone porting project for Next Generation Network (NGN), ensuring seamless integration of telephone and Wi-Fi systems across branches
- Managed data entry and document updates to support the NGN project team
- Liaised with internal with Travis Perkins branches and stores and external suppliers (Vodafone, BT, Daisy) via email and phone
- Solely handled Data Capture and Letter of Authority issues from third-party suppliers
Administrator
Hays Employment Agency
06.2015 - 09.2015
- Liaised with professionals (e.g., Psychiatrists, Psychologists) to ensure accurate communication and collaboration
- Entered and managed data in system and database, maintaining accuracy and confidentiality
- Skilled in typing and audio typing for letters, reports, policies, statistics, diagnostic guidelines, and general correspondence
- Sent confidential psychiatric reports to solicitors and courts, ensuring privacy and compliance
- Prepared interview packs for potential employees, managed test results, meet-and-greets, and organised files for Line Manager
- Designed training program on PowerPoint for Clinical Psychologist and collated materials for new employee onboarding
- Created and maintained criminal case files for Case Managers, ensuring an organised filing system
Education
BA (Hons) - English Literature and Creative Writing
University of Portsmouth
09.2013 - 05.2016
A Level - English Combined and Photography, Film Studies
Northampton College
09.2011 - 06.2013
GCSEs - A English Literature, B in English Language, C in Mathematics, Pass in Science, DistinctionIn Business Studies
Roade School Sports College
09.2005 - 06.2011
Skills
Leadership
Initiative
Communication
Attention to detail
Adaptability
Report preparation
Work coordination
Team collaboration
Report writing
Timeline
Senior Supporter Stewardship Officer
Motor Neurone Disease Association
08.2022 - Current
Supporter Stewardship Officer
Motor Neurone Disease Association
02.2020 - 08.2022
Service Schedule Author
Allvotec Limited
09.2017 - 02.2020
‘Next Generation Network’ Project Administrator / Network Analyst / Team Leader
Alliance Employment Agency
07.2016 - 09.2017
Administrator
Hays Employment Agency
06.2015 - 09.2015
BA (Hons) - English Literature and Creative Writing
University of Portsmouth
09.2013 - 05.2016
A Level - English Combined and Photography, Film Studies
Northampton College
09.2011 - 06.2013
GCSEs - A English Literature, B in English Language, C in Mathematics, Pass in Science, DistinctionIn Business Studies
Roade School Sports College
09.2005 - 06.2011
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