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CV

Ivor Gooden
Address Line 1 Address Line 2 Address Line 3 Postcode 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 Quality Assurance Staff training / development Meeting strict deadlines Cost control CRM

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Account management Team leadership M.I. Provision Presentations Manpower planning TQM

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Office administration Auditing Computer literacy Chairing meetings Writing plans / reports SLAs

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

PROFESSIONAL EXPERIENCE AND SIGNIFICANT ACHIEVEMENTS

BUSINESS SUPPORT MANAGER

Aug 03 - Present

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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)

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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.

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UNIOR

CASE HANDLER

Apr 00 – Mar 01

General administration responsibilities. 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 Clerical Officer Trainee Dental Asst. Telemarketing Retail Sales Asst. Personal: Marital Status: Languages: Interests / pastimes: Single. English, Afrikaans. Athletics, Taekwondo, Keep fit, Swimming, Cinema, Dancing, Reading. Grosvenor Casino, Liverpool Admissions/Medical Records, Bristol Eye Hospital, Bristol Bristol. South Africa South Africa 1999 – 00 1998 1998 Dec 97 1997

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