Operations Administrator | Planning and Dispatch Agent

Admin & Virtual AssistantCustomer SupportManagement & Operations

AdministrationBilingualChat and Email SupportComplianceComputer literateCritical ThinkingCustomer ServiceData EntryDecision MakingDetail-orientedExcellent Communication skillsFast learnerFlexibilityGoogle SheetsManagementMicrosoft DynamicsMicrosoft OfficeMicrosoft TeamsNegotiatingOffice AdministrationOperationsOrganizationReliableResilentSelf MotivatedSociableSoft skillsTeamworkTrelloVirtual Assistance

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07/2022 - Present Operations Administrator at PropCert - British Gas subcontractor

• Contributing towards raising engineer NPS from 74.6% to 92.4% (using PowerBI to analyze individual engineer performance – assisting engineers that may be facing difficulties, amending work hours if needed etc.)
• Assisting in hitting compliance KPI’s – working with Audit managers to get engineers signed off accordingly following British Gas procedures; to ensure quality and safety measures are always met
• Finding the root cause of an internal integration error on Microsoft D365 (Field Service App) and establishing a simple solution to the error, escalating this to the British Gas team
• Managing and training new/existing team members, acting as a team mentor
• Successfully coordinating work for 60 gas engineers, covering the whole of South East England inc. Central London
• Communicating with external stakeholders from Recruitment companies – Rock Recruitment and British Gas stakeholders on key updates
• Analyzing key data and figures, compiling information into Excel Spreadsheets and PowerPoint Presentations to share with Operations Managers and external personnel
• Onboarding and Inducting new engineers, updating working hours and walking them through the Dynamics365 Field Service App
• General management of the Office and Documentation

06/2022 - 07/2022 Food and Beverage Supervisor at Hilton Hotels and Resorts

• Responsible for supervising operations of Food and Beverage outlets to deliver an excellent Guest and Member experience while working with the team to ensure departmental targets are met
• Attended cross-departmental training – to be of value everywhere I am placed in the Hotel/Restaurant
• Lead by example to encourage team to adhere to new ways of service – to give the full 5* experience
• Confidently managed alongside colleagues to supervise whilst management was away
• Liaise with various stakeholders in supporting our outlets
• Various Admin duties supporting Hosts/ Management/ Reception and Room Service. Creating PowerPoints/ Word documents to be to be shown and shared in team and department meetings

01/2022 - 02/2022 Social Media Assistant at The Youth Group

• Conduct and collate Market Research used to create engaging and creative content using Canva for LinkedIn, TikTok, YouTube, Facebook, Instagram and Pintrest
• Using Hootsuite and Trello for better organization
• Researching and keeping up-to-date with current trends and seeking out emerging trends
• Interacting with customers via Social Media – building a rapport, customer retention
• Working with various company managers inc. BlueSquare, Go-Centric and Co-Op

04/2018 - 01/2022 Assistant Manager at Pizza Express

• Source, recruit and train new staff
• Create staff rotas in line with labour spend and profit margin figures
• Deal efficiently in a timely manner with all customer queries/ complaints and requests
• Advertise the restaurant within the local community through effective marketing techniques and a flare for communication
• Maintaining Health and Safety protocols keeping staff informed and customers safe
• Keeping all licensing up to date
• Ensure all admin duties are carried out within the office to support Restaurant Manager