Lorraine C.
Help Desk Manager @Banner Chemicals
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WORK HISTORY
Help Desk Manager @Banner Chemicals
Manchester, GB
Banner Chemicals is part of the 2M Group of Companies includes a portfolio of branded companies of chemical distribution and related chemical services of samples management, storage and blending.My responsibilities are to manage the help desk team, ensure tickets are resolved within the set SLA, evaluate performance and produce weekly reports.I also manage any 1st line support request and escalate when needed. I ensure customer service is timely and accurate on a daily basis. I have designed new specific SLAs to help the helpdesk run more efficiently, and produced a flow for all tickets from the time they was requested to the time of reslovment. Establish best practices through the entire technical support process. Develop daily, weekly and monthly reports on the team’s productivity. As well as give an account of how the helpdesk is performing in weekly meetings. Provide customer feedback to the appropriate internal teams, like the product developers
EDUCATION
City Collage Manchester
Environmental/Environmental Health Engineering
The Manchester Metropolitan University
Bachelor of Applied Science - BASc, Microbiology, General/biology and forenics
CompTIA
Cyber/Computer Forensics and Counterterrorism
ABOUT LORRAINE C.
Founder & CEO | Leading with Purpose, Delivering with IntegrityAs Founder & CEO of a specialist care organisation, my role is about much more than managing operations — it’s about building something that genuinely matters.I lead with a clear mission: to create a safe, high-quality, and well-governed service that responds to real-world needs and works in step with our public sector partners. Working closely with local authorities, statutory agencies, and regulatory bodies, I ensure our services are not only compliant, but also compassionate, consistent, and impactful.🧭 Here’s what that looks like in practice:Strategic Vision & LeadershipI set the direction of the organisation—building a structure that balances operational excellence with long-term sustainability and purpose-driven growth.Collaboration with Local AuthoritiesI work directly with commissioning teams, safeguarding leads, and inspectors to ensure alignment with local priorities, national policy, and regulatory expectations.Policy & Governance OversightFrom risk management to service protocols, I lead the development of policies that are thorough, practical, and reflect best practice standards across the board.Performance & Quality ManagementI oversee internal audits, quality assurance frameworks, and outcome tracking—ensuring that we remain accountable and continuously improve.People & CultureI believe in building strong, supportive teams. Through values-based leadership, I foster a culture of integrity, respect, and professional growth.Every decision I make is driven by a simple but powerful question: Does this add value to the lives of those we support, and does it reflect the standard we stand for?I’m proud to lead a service where quality, ethics, and accountability come first—always.#Founder #CEO #CareLeadership #PublicSectorPartnerships #ServiceQuality #Operations #EthicalLeadership #Governance #StrategicGrowth #ValuesDriven
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