Customer Service Manager

GERALDINE MCLAUGHLIN

** *** *******

Melton Mowbray

Leicestershire LE13 0AF

Phone: 016**-****** Mobile: 077********

Email: *********.**********@*******.**.**

PROFILE

A highly versatile Senior Administrator, with experience in finance-related work. An excellent

communicator at all levels, capable of working independently and quickly to high standards. Quick

learning, enthusiastic, with a highly professional approach and an unusual capacity to both

understand the ‘big picture’ and implement the detail. Used to providing excellent customer care in

challenging situations.

WORK HISTORY

2013-2014 Accountancy Assistant/Administrative Assistant

Working within the Finance and Central Services Team to support the service, with

responsibility for administrative issues, including liaising with suppliers, setting up

and taking minutes at Committee meetings, composing correspondence via Outlook

and Word.

2012-2013 Agency Work

Occasional agency assignments. Also supporting partner with self-employed

business.

2011-2012 *Co-ordinator/ IT trainer (Voluntary Role) – Voluntary Action, Melton Mowbray

Worked as joint co-ordinator on a project set up to teach IT skills to over 50’s

within the local area. Arranged publicity material, set up meetings with clients,

contributed to stastistical information. Devised training plans and

feedback to customers and colleagues.

2010-2011 Project Analyst - Expense Reduction Analysts, Melton Mowbray

Working with companies/businesses throughout the country to help reduce their

costs. Responsible for manipulation and analysis of data, producing reports, liaising

with suppliers and account managers in order to achieve best customer service.

High level of IT, including Word, Excel and Outlook. Good communication and

customer service skills important for the role.

2008-2010 Temporary Assignments - Various employers

Pending relocation, worked during this period in fashion retailing as a sales adviser,

in the leisure industry as a Holiday Operations Adviser (Camping and Caravanning

Club) and in healthcare as a medical secretary in Opthalmology, George Eliot

Hospital, Nuneaton. Gained additional skills in commercial customer service.

2000-2008 Administration Manager - Coventry Social Services (Community Care Team,

Older People’s Services)

Developed efficient administration function, managing a team of 8 clerical staff.

Provided close support to team manager

Key achievements:

• Implemented and project managed introduction of new data information

systems, improving efficiencies to reporting and analysis;

• Negotiated substantial savings from suppliers and introduced cost effective

allocation of resource, subsequently saving approximately £10k;

• Managed all aspects of supervision, Health & Safety, sickness, appraisals,

recruitment, chairing team meetings;

• Managed team through complex restructuring and culture change process,

providing link between staff at senior and clerical levels

• Played a major role in introducing new IT system, trained staff, set up systems,

co-ordinated data and stats from payrolls, prepared and produced reports.

• Improved customer service standards throughout the section through coaching

and introduction of new procedures

• Managed budgets on a day-to-day basis to a value of five million pounds

• Oversaw introduction of new online rota and payment system for 200+ staff

1999-2000 Medical Secretary - Walsgrave Hospitals NHS Trust

• Worked as a part of a team providing support to Consultant Psychiatriatists

• Worked as a medical secretary in Oncology

1995-1999 PA/Office Manager - Coventry Health Authority

• Provided Administrative and Secretarial Support within the Primary Care Trust,

including the Drug Dependency Team and the Health Promotion Unit.

1993-1995 Secretary to Head of Nursing - Walsgrave Hospitals NHS Trust

Provided a full secretarial service to Senior Nursing and Midwifery Manager and

team. Liaised with other senior managers and patients.

EDUCATION AND TRAINING

Qualifications

O Level: English language, RE, Art, History, Commerce, Principles of Accounts

LCC Private Secretarial Certificate

RSA II Word-processing

RSA Bookkeeping

RSA Office Practice

NVQ Level 3 in Customer Service

BA/BSc Combined Studies Year 1 modules: Law, Accounts, Computing

Certificate in Management Studies (Level 4) (Distinction)

In Service Training

Equality and Diversity

Procurement

Group Facilitator

Microsoft Office (Word, Outlook, Excel, Access, Powerpoint

Typing Speed: 70 wpm, Shorthand 100 wpm

Additional Information

Full Clean Driving Licence, CRB Advanced

References are available on Request.

Available on request

Contact this candidate