Thomas Yardley

• Responsible for pre- and post-award management, planning, budgeting, and payments; responding to different stakeholder queries; monitoring and reporting on award outcomes; producing statistics and summary reports; maintaining effective information databases; and contributing to the ongoing improvement of the Academy's grant management system; promotion of schemes via e-bulletins and social media; sensitive to different working styles and views, adapting where appropriate

• Joint role across the Academic Events and Research Funding team; leading on administrative duties with the British Academy Conference scheme; prepare paperwork for committee meetings; supporting with Academy hosted conferences; preparing offer award letters; arranging British Academy funding presentation visits to higher education institutions; reviewing and updating processes of role
• Enhanced internal grant application processes, streamlining workflows and increasing efficiency.
• Developed strong working relationships with colleagues, contributing to a positive work environment.
• Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
• Delivered quality results under pressure by prioritizing tasks effectively during high-stress situations or tight deadlines.
• Managed complex scheduling tasks, ensuring that deadlines were met consistently.
• Maintained personnel records and updated internal databases to support document management.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Performed wide-ranging administrative, financial and service-related functions.

• Providing pre- and post-sale product and service information; strong communication skill on email, chat, phone, and social media; adaptive communication style according to situation and individual; managing product stock, deliveries, and internal files; dedicated to find positive outcome in face of adversity
• Utilised telephone, online chat, and email platforms to deliver outstanding customer service.
• Documented customer interactions in internal database to maintain customer service history details.
• Investigated customer complaints and escalated issues to address critical requests.
• Leveraged excellent listening skills to understand each customer''s unique situation, resulting in tailored recommendations that met their specific needs.
• Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
• Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
• Utilised CRM tools effectively to track customer interactions, enabling quick access to relevant information when needed.
• Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
• Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
• Efficiently processed returns and exchanges according to company policies while ensuring continued positive rapport with customers.
• Assisted customers in navigating complex processes by breaking down information into simple steps for easy understanding.
• Responded to high volume of incoming calls utilising listening and communication skills to identify customer problems, needs, and opportunities.
• Handled inquiries in both english and german.

Provided technical support to end-users, resolving issues quickly and maintaining minimal downtime.

• Provided technical support during equipment installation, ensuring proper alignment and optimal functionality.
• Improved customer satisfaction by providing timely and accurate technical support.
• Enhanced customer satisfaction by providing timely technical support and troubleshooting assistance.
• Provided technical support to external and internal customers.
• Provided technical support for troubleshooting and resolving firewall-related issues, ensuring minimal downtime.
• Improved software functionality by providing timely technical support to endusers.
• Enhanced customer satisfaction by providing knowledgeable and courteous technical support during installations.