Abbie Bull

• Reduced rent arrears across portfolios, delivering measurable financial improvements by working closely with tenants, maintaining consistent monitoring, and improving payment regularity for landlords moving forward.
• Oversaw arrears monitoring processes across property management teams, ensuring regular chasing was carried out in line with insurer requirements and key deadlines to avoid claim penalties or delays.
• Managed complex arrears insurance claims from initial arrears and serving notices through to court, bailiff enforcement, and deposit recovery, while mediating disrepair matters, early surrenders, and landlord-tenant relationships throughout the claims process to help prevent escalation where possible.
• Delivered weekly, bi-weekly, and monthly KPI reporting, providing visibility of portfolio performance, arrears trends, case progression, and risk exposure, contributing towards a significant reduction in overall arrears across the portfolio.
• Consistently recognised for professionalism, communication, and client care through positive online reviews and internal feedback from landlords, tenants, colleagues, and external parties across the board.

Second Assignment:

NG Bailey

• Managed contractor access within a high-security environment at Wembley Stadium, returning for a second temporary assignment due to strong performance. Responsible for signing in engineers, issuing temporary access licences, and ensuring works were carried out safely, securely, and efficiently.

CBRE

• Managed visitor and contractor access at Hatfield Business Park, acting as the first point of contact for guests, clients, and external contractors while maintaining a professional and secure front-of-house environment.

First Assignment:

• Acted as the primary contact for all stadium-wide maintenance issues, directly engaging with client representatives, third parties and heads of departments.
• Ensured seamless coordination and planning of remedial work and PPMs for engineers and subcontractors on 24-hour shift schedules. This included the preparation and live event stage, hosting an average of 80,000 guests within the stadium.
• Utilised a methodical and organised approach to guarantee 100% fulfilment of SLAs. The various maintenance issues included leaks, electrical problems, out-of-service elevators, fabric damage, and plumbing issues.
• Effectively utilised both client and company management information systems, including MRI Evolution and IFS.

● Main point of contact for incoming calls and emails from major clients, handling queries, logging tickets, and de escalating issues within agreed SLAs, supporting clients including Pret, BP, David Lloyd and Wenzels.

● Logging tickets and working with regional coordinators to provide an ETA. De-escalating any issues. Understanding the history of the machine from the engineer's close-down notes from all visits before providing a solution.

● Maintaining, collating and sending afternoon, weekly and monthly reports. Including live open-call reports to monitor and react to outstanding SLAs.

● Assisting with any live queries, such as part queries, client complaints and machine recalls. Liaising with logistics to dispatch from multiple warehouses as well as same hour and same day delivery services within the London area. Adjusting stock once transferred/ consumed.

● Managing a shared inbox as well as private on Outlook. Experienced with using Dynamic NAV (Microsoft Navision). BP Emaintenance Portal, Pret Portal and Dime Scheduler.

● Provided front-of-house customer service to a diverse client base, including high-profile and commercial customers, alongside day-to-day retail enquiries. Managed back office responsibilities including diary management and telephone and email enquiries, handled promptly and efficiently.

● Assisting website/ social media accounts. Updating online inventory and website databases to accurately reflect real-time stock availability.

Skinny Bakery - 3-Month - London - E-Commerce

● Handling client complaints with a pragmatic approach through a variety of platforms. Providing solutions with time-sensitive fresh goods.

● Uploading orders via CSV from the back end of the website and transferring data to our delivery partners.

● Preparing picking and packing lists. Liaising with the bakers and packing department to coordinate daily shipments, as per customer requirements.

● Experienced with using WooCommerce, Zendesk, Royal Mail Portal, Facebook, Trust Pilot, Instagram and Outlook.

Drink Supermarket - 1-Month - London - E-Commerce

● Taking orders via the phone for high-valued fragile items. Primarily dealing with customer complaints. Investigated issues within the warehouse and delivery partners. Resolved issues whilst maintaining customer satisfaction and return.

● Responded to customer queries and provided excellent customer service.

● Experienced with using Magento, Zoho, DHL, FedEx and Royal Mail portals.