Kasia Kelly
Address: 6 Arno Vale Gardens, Woodthorpe, NG5 4JL
Telephone: 07792 224037
e-mail:
EDUCATION & QUALIFICATIONS
2009 Kasia Kelly Interpreting & Translation, Bookkeeping services – new business
venture, (Date TBC)
Oct 2009 Practical Project Management course, City & Guilds (7540-371, Doctrina U2
Oct 2009 Cintra Ltd, Introduction to Interpreting in Police Forces, course (Pol-Eng),
Safe to Practise
2008 The Institute of Certified Bookkeepers
(Distance learning) Level 1 Certificate in Basic Bookkeeping – Part-qualified Bookkeeper
Level 2 Certificate in Computerised Bookkeeping – Associate Member of the
Institute of Certified Bookkeepers – Qualified Bookkeeper
2000 to 2002 : University of Opole, Poland
Qualification : M. Sc. in Business Management
Course covered Marketing Principles, Economics, Management and Economic Issues Affecting Business. Master degree’s thesis on “Factors that influence Financial Condition of the company Elcoteq Poland”
1997 to 2000 : Higher School of Management and Administration, Opole, Poland
Qualifications : Bachelor’s Degree in Business Management and Marketing
Major – Finance and Accountancy
1995 to 1997 : Wroclaw College of Banking and Finance, Opole, Poland
Qualifications : Scholarship, diploma graduation with honours
CAREER ACHIEVEMENTS
Current employer : Welcome Finance Ltd (part of Cattles Group), Nottingham
Job Title : Workforce Planning Analyst (Realtime Analyst)
Duration : June 2008 – current
Cattles plc is a listed FTSE 250 financial services group specialising in providing consumer credit to non-standard customers in the UK. The group also provides working capital finance for small and medium sized businesses and debt recovery services to external clients.
· use Management information effectively to feed into Realtime Manager to help drive results
· report by exception issues affecting objective deliverables, to Realtime Manager enabling real time correction and decision-making. Identify and recommend off phone activity changes and schedule adjustments
· stay abreast of contact centre and resourcing industry trends, developments and best practice and make recommendations for continuous improvement within all Cattles business areas
· monitor and maintain accurate data sources within Witness WFM and Excel to provide focused and accurate outputs
· Identify potential areas of under/over resource and make cost justified recommendations
· monitor agent adherence and escalate to operational TM’s to resolve
· monitor call routing and realtime call flow to ensure best service possible recommending changes to Realtime Manager in order to improve Service Levels
· collate updates from the business on a daily basis relating to absence, shift swaps, holidays and other unplanned events
Welcome Finance
Job Title : Internal Quality Coach Team Manager (Nottingham and Hull)
Duration : Oct 2005 – June 2008
· manage team performance to deliver targets & objectives against the budget, blueprint and objectives, working within clear commercial guidelines (eg. SOPs, Policy Manual)
· personally deliver effective training and coaching to all colleagues within the team in line with business objectives
· identify performance issues within the team, taking appropriate action as and when required (coaching, mentoring etc)
· effectively deal with complaints (internal and external)
· use judgement to manage business risk
· manage and motivate the team
· ensure team achieves agreed quality and standards
· comply with company call monitoring standards and procedures
· conduct 121s and appraisals effectively and as per SOPs (Standard Operating Policy)
· manage distribution of team workload on a daily basis
· identify and progress opportunities to improve operational processes within own team
· cost effective management and utilisation of resources within the team
· contribute in key working parties for new initiatives and process improvements
· ensure that company administrative, legal and regulatory obligations are carried out accurately and efficiently throughout the team
· effectively manage internal and external relationships
· support recruitment and reduction in staff turnover
· report FSA exceptions to Compliance and Management – detected during call monitoring and propose improvements
· ensure call targets achieved and training to sales and service advisors provided in a timely manner
· ensure compliance of calls improved and proposals to the sales script submitted
· work closely with compliance and training departments in order to achieve required FSA standards
Training completed:
FSA advanced
Steps into Management 1, 2 & 3
Licence to sell
Licensed recruiter
Time & Task Management
Welcome Finance Ltd
Job Title : Personal Assistant to Area and Regional Managers
Duration : Jul 2004 – Oct 2005
· production of monthly management reports (brokers daily activity, comparison to preceding month, conversions)
· manage costs schedules, cost reporting, challenge cost adjustments, review invoices
· draw up new processes and update SOP&P’s document (Standard Operating Procedures and Policies)
· deal with customer complaints and follow to completion
· communication through Intranet and central communications document
· administration and report of all expenditure in line with the cost budget
· attend management meetings
· deal with customer complaints and update Compliance department on the outcome within the given timeframe
· organise and prioritise workload
· manage expenses
· organise R&R events, send invitations, produce presentations and certificates
Training completed:
FSA basic
Previous employer : Willett Ltd, Wroclaw, Poland
Job Title : Sales and Marketing Assistant, Personal Assistant, Translator / Interpreter
Duration : Apr 2000 to Aug 2003
Manufacturer of coding and marking equipment for industry.
· accelerate sales and delivery process by day to day management of quotations, orders deliveries and invoices
· analyse problems in the supply chain and report to delivery centres in the UK, Holland and the USA to improve efficiency and gain further orders
· prepare data and information for use in monthly reports (concerning sales, marketing and technical issues) and distribute within own company and to regional management
· prepare data and case studies for later posting on the local Intranet sites
· translate text files for prompts used in company’s software applications
· manage production of company brochures, visual aids, business cards, letter heads, etc. with local design studio
· translate technical, marketing, financial documents
· organise and manage office work
· keep cost records and provide cost spending analyses for the COO
· co-ordinate meetings, exhibitions, training and research market and competitor activity
· prepare presentations for use in sales, technical training and management reporting
· manage company properties, insurance, maintenance and decoration, contact landlord and / or tenants regarding rent issues and arrange travel, visas, hotel booking
· control office supplies, fleet of company cars, co-ordinate usage, insurance, contact / negotiate with providers, e.g. stationery, furniture repairs within agreed budget
· provide health and safety training and arrange medical tests where appropriate
· petty cash expenditures
· prepare schedules for the COO
Previous employer : WS Atkins / Scetauroute JV, Opole, Poland
Job Title : Office Manager, Translator / Interpreter
Duration : Aug 1997 to Mar 2000
Joint Venture between the British WS Atkins- multinational engineering and design consultancy, and French Scetauroute – responsible for engineering of major infrastructure projects providing services ranging from feasibility studies to commissioning the project
Learn more
· ensure provision of office supplies in time, guarantee full compliance of the Company with local labour law requirements
· ensure local financial records are kept in accordance with Company’s commonly shared standards and local tax regulations (maintain financial database – encoding and entering invoices and receipts, manage petty cash box)
· organise visa for foreign employees, temporary resident’s document
· organise special events such as off-site meetings, global conferences, Christmas parties
· translate technical documentation for road and bridge works
· organise correspondence with contractors
Previous employer : Transprojekt Gdansk, Opole, Poland
Job Title : Translator (Pol-Eng)
Duration : September 1998 to Mar 2000
· translate technical documentation and bill of quantities for bridge works
Languages : Polish native language
English fluent
German/French basic
Additional Skills : Holder of a full, clean British driving licence
Excellent PC skills; use of call monitoring systems, use of Sage, use of Bluepumpkin and Forecasting & Scheduling
HOBBIES AND INTERESTS
Languages, playing the violin, sport, cinema, reading