Resumé
Introduction
As a dynamic professional with a eight-year track record in client relationship management, data analysis, and administrative expertise, I excel in forging strong client bonds and navigating complex problem-solving scenarios. My work as a Customer Service Advisor at LSL Land & New Homes, complemented by my role in Administration and Social Media Management at The SEND Collaborative, reflects a robust capacity for dual-hatted roles. I am distinguished by my exceptional communication skills and a collaborative spirit that thrives in team environments. Renowned for surpassing targets and steering projects to completion with meticulous attention to budget and timelines, I am poised to contribute significantly to innovative and customer-centric solutions.
Core Skills
Job History
Customer Service Advisor (2022 – present)
LSL LAND & NEW HOMES
- Oversight of a £10 million property portfolio, orchestrating viewings, garden maintenance, and cleaning schedules.
- Management of a diverse applicant caseload, navigating them through various stages of property purchases.
- Efficient handling of over 25 daily calls, encompassing property information, viewing coordination, application updates, and call redirection.
- Facilitated property transactions by liaising with solicitors, mortgage brokers, and applicants, ensuring seamless application completions.
- Maintained a keen eye for detail, especially in collecting and verifying vital documents from applicants, such as bank statements, with a focus on transactional details.
- Conducted weekly client meetings to provide updates on current applications whilst building strong client relationships to understand their needs.
- Demonstrated effective caseload prioritisation to deliver exemplary client service consistently.
- Excelled in client-needs assessment, particularly in determining the precedence of applications based on property inventory and location desirability.
- Adept at rapid learning and adaptability, mastering two job roles during probationary period, including front-of-house operations and complex application processes.
- Actively involved in mentorship, and sharing expertise with colleagues.
- Established and monitored monthly KPIs to guide client application processes, enhancing time management and caseload prioritising.
- Mastery of a custom-built CRM system which tailors to business needs.
- Proven ability to work under significant pressure, managing workloads up to five times the usual daily volume.
- Effective cross-cultural communication, managing applicants from various countries and overcoming language barriers.
Administration and Social Media Management (2023 – present)
The SEND Collaborative
- Lead initiatives to secure external funding for the Community Interest Company (CIC) division, enhancing organizational growth and community impact.
- Devise and implement a comprehensive 3-month social media strategy, incorporating optimal posting times and hashtag usage for increased engagement.
- Oversee the management and regular updates of the company’s website to ensure current and prospective customer accessibility.
- Establish an email subscriber list to ensure efficient and targeted communication with the client base.
- Craft compelling communications to inform customers of company updates, ensuring transparency and maintaining customer trust.
- Design visually appealing and content-rich social media posts, integrating imagery and video content for brand storytelling and audience interaction.
- Compile and present reports to customers detailing the organisation’s achievements, reinforcing value and fostering customer relationships.
- Apply meticulous proofreading of official documents before presenting to customers and professional bodies
- Conceptualise and produce engaging job advertisements to attract top talent in line with the company’s hiring objectives.
- Enrich customer relations through the addition of new clients to the database and the distribution of welcoming information packs.
- Provide executive support to the Managing Director, inclusive of IT troubleshooting and various administrative tasks, to facilitate leadership efficacy.
Administration Officer (2019 – 2022)
RAINBOW PARENTS CARERS FORUM
- Pioneered the development of a custom application to streamline session sign-in and sign-out procedures, significantly boosting operational efficiency.
- Engineered the digital transformation of the customer reservation process, enhancing the company’s website functionality and improving client onboarding experiences.
- Contributed to the writing and successful acquisition of funding from the Big Lottery Fund, demonstrating strong persuasive writing skills and project advocacy.
- Forged a strategic alliance with external IT support teams to manage the company’s technical infrastructure, ensure GDPR compliance, and fortify data privacy protocols.
- Revolutionised internal operations by adopting advanced software for creating dynamic e-newsletters and effectively managing social media outreach, strengthening client engagement.
- Committed to the ongoing enhancement of the client database with SQL, consistently prioritising data accuracy and comprehensive record management.
- Utilised Excel for the precise monitoring of internal activities, showcasing an aptitude for data analysis and operational oversight.
Education
Nottingham Trent University (2008 – 2011):
- BSc Software Engineering
- A Level Computing (C)
- A Level Mathematics (C)
Hobbies
3D Printing
Cycling
Reading
Cycling
Reading