[Dace]

>PERSONAL STUFF<

PROFILE:

A team leader within the Civil Service. Able to use own initiative and work as part of a team. Proven leadership skills involving managing, developing and motivating a team to achieve their objectives. Dedicated to maintaining high quality standards. Computer literate.

EMPLOYMENT HISTORY

Feb 2003 - Date UNITED KINGDOM PASSPORT SERVICE

Jan 2006 - Date Executive Officer Team Leader

Managed an operational examination team of 8 people. Responsibilities:

• Managed team performance to meet agreed targets in relation to quantity, quality, efficiency, customer service, integrity and accuracy in processing passport applications.
• Monitored team production levels on behalf of the manager responsible for Office production.
• Provided technical and other assistance to the team as required.
• Assessed the performance of the examiners under my command.
• Addressed development needs including performing individual coaching to improve performance.
• Handled attendance management for sick, annual and special leave in-line with Office policy and procedure providing the best match between available resource and likely demand.

Jan – Dec 2005 Passport Officer Grade 3

Examined passport applications from first time applicants. Responsibilities, further training and achievements:

• Accurate examination of passport applications, requiring a thorough understanding of complex Government legislation, to establish identity, nationality and immigration status.
• Dealing with members of the public both in person, by written correspondence and over the telephone.

• Successfully completed various training courses, which taught me additional legislation and the UKPS policy and procedure in relation to it. This enabled me to handle cases more complex than those usually dealt with by a PO3.
• Successfully completed “Handling difficult and abusive customers” training course which provided me with the knowledge and the skills to respond positively to challenging customer-orientated situations.

• Chosen to be one of four expert users on my shift pattern when a computer system upgrade was introduced. This role involved reporting faults and advising colleagues of best practice in relation to the new system.
• Chosen to be one of four expert users on my shift pattern when IT facilities were granted to all employees. This role involved advising colleagues how to use Microsoft XP, basic IT trouble-shooting and liaising with the office IT department to solve additional problems.
2003 - 2004 Passport Officer Grade 1

Administrative assistant. Responsibilities:

• General administrative duties (filing, photocopying, faxing).
• Operated microfiche machinery to obtain copies of archived files.
• Processed work, received from a business partner who handles post-opening, and organized it for use by the Office.

EDUCATION:

1998-2002: University of Glasgow, Glasgow
BSc (Hons) Molecular and Cellular Biology

The degree initialled covered a wide variety of biological subjects, in addition to courses covering chemistry and statistics. Subject material gradually specialised onto courses focussing on the study of genes primarily as a means to understanding cellular and physiological mechanisms. Courses were taught via a combination of lectures, labratory work and, in 3rd and 4th year, problem based learning sessions. Achievements:

• Honors project required working in a laboratory with minimal guidance, providing self- motivation when faced with adverse results, maintaining a high level of accuracy in a repetitive environment with particular attention to detail and by using statistical analysis deriving scientifically sound conclusions from the available evidence.
• Developed the ability to assimilate and explain complicated material, often at short notice, to an audience with little or no prior knowledge of the subject.

1992-1998: Dunblane High School, Dunblane
Higher: Geography (A), Biology (B), English (B), Physics (B), Chemistry (C), Mathematics (C)
Scottish Standard Grades: Five 1s and two 2s, including Maths (1) and English (1)

INTERESTS:

Member of the Sports and Social Committee at the UKPS Glasgow Office involved in organizing events.
Keeping fit – football, swimming, gym