1. Carolyn Hadfield
Curriculum Vitae
21 St Andrews Square
Brandon
Durham
DH78NU
D.O.B 25/06/1966
Work telephone number: 01189149496
Mobile number: 07771871908
Email: Carolyn.hadfield@atos.net
Personal Statement
I am highly self motivated with the potential capacity to work within different business areas. I have a positive
attitude with a personal drive to achieve and exceed targets.
I possess excellent written, verbal, fluent English language skills and am able to communicate with client on day to
day basis via telephone, email and face to face in a clear, courteous and professional manner.
I have excellent interpersonal and communication skills and am capable of collaboration and influencing with team
managers and peers, to motivate and achieve results.
I am capable of working independently in a fast and varied environment, under my own initiative, managing
multiple priorities to maximise efficient delivery to the client, whilst maintaining creativity and innovation
I have excellent organisational skills, the ability to organise a clear structure of work to maximise the best use of
time and resource.
I am confident making decisions and justifying the outcome.
Work Experience
ATOS Healthcare
13/01/2014 to present day
Team Manager
I have now worked on PIP for 18 months after relocating from NS & I.
I regularly cover operations in Durham, in the absence of the operations manger. During this period I have
managed a site move and major system outage. I have presented recovery plans which I am committed to
delivering successfully.
Also attending weekly BOM calls. Taking on board any actions that are needed in terms of SAPS, OH referrals,
PIPs etc. Passing this to line managers then following up to ensure appropriate action has been taken. Then
offering support and guidance if appropriate.
Through regular meetings with the client, I have established sound working relationships and an understanding of
the client needs. By focusing on keeping the client at the heart of what I do, there is confidence and trust as I work
to improve the client experience. In lieu of an operations manager in Durham I took over as the main point of
contact for the DWP. I handled all escalation queries and issues regardless of site or department.
I am confident with my leadership skills and am happy to manage my peers.
I effectively manage work queues to meet agreed KPI targets in order to reduce overall service credits, by
completing regular checks of work queues using PIPCS and Cognos. I will then move resource as necessary to
cover the priority queues. This enables me to monitor any anomalies and ensure relevant actions are taken to
resolve this.
I am committed to improving processes. However I believe it is my responsibility to ensure that any changes are
communicated to the teams with reassurance and encouragement. Keeping the teams sufficiently motivated and
engaged.

2. ATOS, Durham City
3/01/2012 to 10/01/2014
Team Leader
In December 2011 I applied for a position of team leader within the back office. I was successful in securing an
interview and was offered a position, this I accepted and started in January 2012. After working as team leader for
some months the opportunity arose to deputise for Operations manger, I put myself forward and was successful.
As a deputy Operations Manager I gained the opportunity to increase my knowledge of business processes which
contributed to my personal development Plan. During these periods all Operations Manager tasks were
undertaken which include working closely with higher management and acting on their instruction.
I have the ability to move effectively between the roles of team manager and Operations Manager and am able to
adapt quickly to the requirements of a given specific situation. During the periods covering Operations Manager it
has been necessary to present a clear, concise business case for the management of workloads in areas
struggling with excessive volumes, delivering a successful conclusion
I have contributed to a localized working party around Employee Engagement. Taking on board Great Place To
Work surveys and moving forward to improve overall scores by drilling down to a branch level.
I have been liaison for front office/back office issues and attended monthly meetings to find resolutions.
I am very proactive in the use of the ATOS portal and familiar with a large portion of ATOS policies. I have also
provided user guides for my peers and have been readily available to provide assistance if required.
Before I moved away from the NS & I account I spent 8 months working as a team leader on the complaints team.
I found the experience invaluable to gain an insight into the customer’s views of what they would perceive as
excellent customer service.
Using customer feedback surveys specifically for the complaints team, I analysed and identified sources of
customer dissatisfaction and sought to make the necessary improvements, having a direct route to improve the
customer experience.
A daily report captured the type of complaints registered, highlighting areas of dissatisfaction; this provided me a
clear view of the customer demographic which enabled me to seek a direct solution to their individual issues,
which ultimately should benefit the customer. Communicating with customer and client on day to day basis
effectively manages the customer expectations.
Adecco, ATOS, National Savings and Investments account, Durham City
12/01/2009 to 31/12/2011
Temporary Customer Service Advisor
Working within the call centre, I initially started for 3 months and trained on Direct ISA. I volunteered for further
training and became skilled on all products. In May 2010 I was asked to co-coach Adecco agency staff to improve
performance targets. I succeeded in raising their targets from needing improvement to meets requirements and in
some cases exceeding requirements. Around this time I started floor walking and over the months assisted the
team leader in supervising agency staff. This led to me being asked to deputise as team leader.
DGC Distribution Ltd, Spennymoor, County Durham
June 2001-October 2008
Sales and Purchasing Manager
Although my initial position within the company was sales based, due to a changing environment within the
company it was necessary to move into a supervisory capacity.
I was responsible for a team of 3 office based staff, ensuring targets and deadlines were met whilst ensuring they
were sufficiently motivated and equipped with the necessary tools to make this achievable.
I also handled Sales Representatives who were out on the road. This required a lot of contact to make sure they
didn’t feel isolated and to keep them focused on achieving pre set targets.
It was also my responsibility to work closely with the finance director. We discussed cash flow and the necessary
targets needed to be met to sustain growth.
In my purchasing capacity I negotiated with suppliers to obtain exclusive distribution of their products in the UK.
With one of these suppliers I was directly involved with developing the brand name and promoting the brand within
the UK.
As a company we exhibited at trade shows, both nationally and internationally. I was directly involved with the
logistics of exhibiting and keeping the team motivated throughout the trade show.

3. It was also my responsibility to develop my client base and obtain new contacts. I often organised presentations
for buying groups to firmly establish relationships.
I was responsible for obtaining distribution rights on certain products; this required me to put forward clear
informed business plans in order to secure exclusive distribution within the UK.
As purchasing manager I placed orders for goods overseas, arranged with freight forwarder to bring goods into the
country, making sure all relevant documentation was in place to go through customs. Once the goods were landed
I worked out a selling price taking into consideration cost price and uplift, often working in multiple currencies.
MSF Accident Repair Centre, Carville, Durham
1996-2001
Body shop Receptionist
Accepting incoming claims from insurance companies, contacting insured parties and organising vehicles for
assessment and where necessary repair. Forwarding correct paperwork to the insurers and organising
inspections. Ensuring that the insured were kept informed and fully advised of the progression of their claim.
Education and Qualifications
1977 to 1984, Durham Johnston School educated to GCE O level and A level standard
English Language, Ordinary Level, Grade C
English Literature, Ordinary Level, Grade B
Religious Studies, Ordinary Level, Grade C
History, Ordinary Level, Grade B
English Literature, Advanced Level, Grade E