Ainsley Gillespie

Employment History

Legal Operations Manager at Factor Law, Belfast

August 2016 — Present

• Contributed to the design, development, and implementation of legal technology projects from start to finish, automating strategies and creating “Express” processes to enhance operational efficiency. 
• Identified process gaps and bottlenecks, created process maps, presented automation solutions, supported UAT, and conducted “Go Live” training, driving successful change management initiatives.
• Fostered collaboration with senior stakeholders e.g. Operations, Onboarding, provided regular updates and executed tasks within timelines, enhancing service delivery, cross-functional synergy and project outcomes.
• Developed standardised procedures and managed templates to streamline operations, promote consistent performance, retain audit trails, and maintain compliance with legal standards to mitigate risks.
• Assessed and advised on compliance risks, documented non-compliance, and prioritized and escalated issues to relevant teams e.g. Legal and Procurement, ensuring effective and efficient compliance processes per policies and standard procedures. 
• Handled precise data input within matter management systems and data dashboards, compiled, analysed and presented data-driven reports, providing actionable insights for informed decision-making.
• Consistently processed a high volume of complex, confidential, and strategic contracts and BAU tasks ahead of SLA deadlines, ensuring timely contract and task execution.
• Retained and archived executed contracts, workflows, policies, and procedures, ensuring compliance with audit standards.
• Performed troubleshooting for end-user issues related to user access, system errors, and evaluated Purchase Order and transactional issues, significantly improving resolution times and user satisfaction.
• Managed a team of 4 direct reports and served as an escalation point for a team of 20, performed quality control and document analysis, and provided subject matter expertise for internal queries, driving enhanced efficiency and productivity in legal operations.

Technical Support at BT, Belfast

February 2016 — August 2016

• Resolved email issues for customers through telephone and email and provided remote administration assistance for customer equipment.
• Connected customers to UK and international conferences, handling an average of 50 calls daily.
• Utilised internal data logging programs to track and resolve faults in a fast-paced environment.
• Adhered to strict company schedules, consistently meeting deadlines for conferencing support and coverage needs.

Quality Monitor / Customer Service Advisor at Concentrix, Belfast

October 2014 — February 2016

• Assisted customers with online order issues via telephone and online chat service, scheduling further appointments as required.
• Documented and analysed statistics to identify trends, consistently meeting strict reporting deadlines.
• Conducted call listening and delivered targeted coaching sessions to agents, resulting in improvement in performance metrics.
• Participated in calibration meetings and took detailed minutes to ensure alignment on quality standards.