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Working in the Corporate Affairs team at Pearson, I evangelise and educate Pearson on the value and use of online social communities, in particular the community I help manage, Neo. I act as “go-to” person for on-boarding new, strategic communities. A large part of my role is to support our Neo champions by providing orientation, mentorship and support. As well as monitoring adoption activity and ensuring action is taken when activity is below expectations, I manage the Neo help section by monitoring and answering questions as they arise.
I help our users by developing best practice materials about how they can effectively use Neo, which is a Jive supported community. I monitor our communities, encourage engagement and facilitate discussions.
Executive engagement is important for any community to thrive. I've worked with leaders and executives around Pearson to engage in social collaboration to drive engagement from around the business
User engagement is equally as important for any community such as Neo to thrive. We introduced gamification software to our Jive instance, rewarded users with points and badges as they carried out certain tasks within our community. This software is powered by Bunchball.
I deliver 1:1 and group training to users of all levels. This is either carried out face to face or through our virtual learning classrooms in Milo. Milo is our interactive global learning and performance management platform, which is powered by Saba.
My role is to manage the outbound communications being sent to teachers from the Teaching Services team in order to pre-empt periods of peak inbound queries. This involves ensuring consistency and quality of the message across all types of outbound communication such as newsletters, updates, and process related emails. My role is to be innovative in my approach and consider new methods of communication to external customers.
I provide regular updates within the department as well as the customer service division of the developments and activities of Teaching Services. This is done using the internal system of communication (Neo) as well as using film and audio as we move to communicating in more innovative and interactive mediums. I am accountable for the Data Analysis and Outbound communication as well as Internal business engagement.
I ensure that all teams across the company put the customer at the heart of everything we do by engaging at every level and throughout the full 360 degrees of the customer interaction. I create a strong customer presence in order to maintain, drive and improve customer satisfaction and retention.
I work towards radically enhancing customer service processes and focus across the company, in order to drive down inbound customer calls.
My aim is to support internal and external customers to be able to deliver excellent service.
I create daily, weekly and monthly reports to inform meetings, FAQ gathering, early identification of potential issues and prioritisation within the team. I am also able to identify and understand our customers expectation’s and need’s better, and how we can meet and exceed these.
I support the flow of information between teams. We work closely with our colleagues to understand the pressures they face at peak times of the year and support them to be able to improve our service proposition and increase the level of consistency we offer.
As well as developing relationships and raising awareness about customer service within the business, I work on several projects aimed at improving processes, efficiency and supporting our customers.
I managed the IGCSE's and O Level English qualifications.
I assisted in writing the papers for this qualification alongside the senior examining team. Monitoring the marking of the paper after students had sat their exams. Managing the awarding process for those qualifications were grade boundaries were determined. I maintained the quality of work we as a team carried out during our exams sessions, which was four times a year.
B/W photography, photo restorations
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