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CV Ivor Gooden
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Telephone: (1234) 5678910. Mobile: 12345 67890. Email: Ivagooden@email.com

BUSINESS SUPPORT MANAGER / ADMINISTRATOR


Experienced in running numerous tasks simultaneously within strict timescales and budgets. Operating
within a Total Quality Management system and a Customer Relationship Management environment that
underpins commitment to customers with a high level of care with all work processed. Believing that
problem solving, multi-tasking and effective team leadership significantly increases efficiencies and
productivity. Now looking to make a continued significant contribution for a company that offers an
opportunity for career development within a more senior customer facing / administrative role.
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AREAS OF EXPERTISE
.. Business development .. Account management .. Office administration

. Quality Assurance
. Team leadership
. Auditing

.. Staff training / development


Meeting strict deadlines .. M.I. Provision
Presentations .. Computer literacy
Chairing meetings

. Cost control
CRM . Manpower planning
TQM . Writing plans / reports
SLAs

PROFESSIONAL DEVELOPMENT
NVQ3 Management 2004
QMS Internal Auditing ISO QAR 9001:2000 2003
Computer literacy Powerpoint and Word 2003

PROFESSIONAL EXPERIENCE AND SIGNIFICANT ACHIEVEMENTS


BUSINESS SUPPORT MANAGER Aug 03 - Present
Medical Legal Appointments Ltd, Liverpool (http://www.mla-ltd.co.uk)
Responsible for taking a lead role in the development and maintenance of existing business contacts -
in terms of Audits, the provision of Management Information and Customer Accountability and Quality
Assurance (being the main administrator and executor of the quality policy) within the business whilst

. providing excellent customer service and support.


Supporting MLA's management team comprising of individuals from the legal, insurance, marketing and

. IT industries.
Steered the introduction of new business from an administrative viewpoint to the development of new

. MLA’s business in a cost effective manner.


Updating and maintaining the complex customer database. Utilise pioneering database techniques and

.. algorithms that can interface with most commercial information systems.


Chaired monthly quality meetings.

. Maintained ISO 9001-2000 quality manual and conducted Internal Audits for MLA.
Conducted inductions/training for new members of staff.

MLA delivers independent, high quality medico legal evidence for those with personal injuries, working
within the code of Best Practice on Rehabilitation in personal injury claims and is therefore totally
separate from the claims process. MLA has ISO 9001 accreditation, with a Total Quality Management
approach that is independently verified and audited. Service Level Agreements strengthen relationships
with their medical experts and so genuine outsourcing benefits can be passed over to customers and
clients.

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PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS (CONTINUED)

.M EDICAL ADMINISTRATOR (AND POSTAL LEADER) Sep 02 – Aug 03

.. Maintained all aspects of the Medex and Postal department.


Presented the Medex database internally and externally to potential accounts.

. Ensured all relevant information is collected and recorded.

.. Made sure all basic protocols were actioned within 24 hours.


Phoned and faxed nominations / experts C.V.’s to solicitors.
Chased all relevant medical experts for C.V.’s, waiting times, specialities, responses to join MLA’s

.. Medex database.
Maintained and kept the Medex database updated.
Recruited medical experts in various geographical locations for solicitors or for Medical Legal

.. Appointments.
Formed and maintained relationships with all medical experts.

. Accommodated all customer needs.

. Ensured all supplier agreements have been sent to newly recruited experts.
Ensured all newly recruited experts are added on to Medex database and are graded accordingly and to
keep management informed on a monthly basis of the newly recruited experts.

.. As Postal Leader:
Recorded and delivered GP records for clients, copied and checked and sent out within 48 hours.

. Authorised overtime and holidays for staff members.

.. Oversaw the manning of the reception area and office routines.


Wrote recruitment letters and induction packs for Medical legal appointments.
Wrote and maintained quality procedures for Medex data base system for ISO purposes.

.. As Team Leader (Account Management (April 2001))


Ensuring that quality and service of standards were met and reported on performance targets.
Ensured my team of 6 followed procedures, delegated work accordingly and actioned daily protocols

. from solicitors.
Dealt with technical issues from the team as well as complaints. Suggested areas for improvement to

. processes and a regular contributor of ideas - implemented solutions.


Trained all new members of staff and draw up a training plan and appraised staff performance.

.. J UNIOR CASE HANDLER


General administration responsibilities.
Apr 00 – Mar 01

. Phoned, typed, activated instructions letters to Consultants, Clients and Solicitors.


Chased up case diaries, GPS and hospitals for the clients medical records, the consultants for the
clients appointment dates and informing clients and solicitors of the appointments dates and medical
reports.

Early Career Summary:

Croupier Grosvenor Casino, Liverpool 1999 – 00


Clerical Officer Admissions/Medical Records, Bristol Eye Hospital, Bristol 1998
Trainee Dental Asst. Bristol. 1998
Telemarketing South Africa Dec 97
Retail Sales Asst. South Africa 1997

Personal:

Marital Status: Single.


Languages: English, Afrikaans.
Interests / pastimes: Athletics, Taekwondo, Keep fit, Swimming, Cinema, Dancing, Reading.

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