Abigail Lloyd
Streetly,Sutton Coldfield
Summary
A dedicated, energetic and highly focused office administrator with over 30 years’ experience in an office environment with a strong track record in efficiency improvements and excellent administrative support, highly organised and independent, can work with a diverse group of people, adept at diligently communicating with colleagues, customers, outside organisations and students. Multitasker as well as detail oriented and the ability to work in a fast-paced office environment.
Overview
34
34
years of professional experience
Work history
Administration/Contracts Assistant
Coltman Precast Concrete
10.2015 - 07.2025
- Office administration, providing essential support to Contracts Manager and Managing Director by managing daily tasks and procedures ensuring smooth operation of the office, data entry, record keeping and customer service, managing correspondence (phone calls, emails, letters) directing inquiries to the appropriate personnel, maintaining and organising both digital and manual files, databases and records, Creating, editing and formatting documents, reports and spreadsheets.
- Issuing time sheets and paperwork to site gangs.
- Ordering cranes and concrete.
- Producing loading tickets.
- Creating, editing and managing transport database.
- Dealing with site managers questions, queries and issues.
- Liaising with internal departments and external organisations.
- Fire safety Officer and Fire Marshall.
- Maintained digital database, enhancing ease of access to information.
- Support staff members with administrative tasks, reducing workload stress.
- Answered phone calls promptly, providing excellent customer service.
- Compiled data to generate comprehensive reports.
- Handled confidential information, maintaining discretion and integrity.
- Facilitated smooth running of operations through efficient task management.
- Increased efficiency by handling correspondence and organising files.
- Processed invoices, ensuring timely payments.
- Provided customer service, delivering high levels of satisfaction.
- Managed time effectively to meet deadlines.
- Kept and maintained accurate filing system for preservation of office information.
- Demonstrated adaptability by taking on ad-hoc tasks.
- Carried out duties with strict compliance to company standards and policies.
Lead Internal Quality Assurer/NVQ Assessor/Tutor
Performance Through People
10.2000 - 10.2015
- Completing apprenticeships with 16–19-year-olds and 19–24-year-olds and 25+.
- Learner inductions.
- Delivering NVQ qualifications in Business Administration, Customer Service, Travel Service, Team Leading, Management, Information Advice and Guidance, Call Centre Operations, Functional Skills English, Maths and IT.
- Provided ongoing support to learners throughout their NVQ journey, promoting high success rates.
- Visiting learners on site, observing, assessing, verifying evidence, completing progress reviews providing feedback and guidance for areas of strength and areas of improvement and issuing targets, ensuring they meet the required standards of their chosen field to complete their portfolios and achieve their qualifications,.
- Observed and assessed candidates against formal criteria, providing constructive feedback.
- Adapted delivery to engage students with varying levels and learning needs.
- Keep accurate up to date records of assessment, progress and feedback given and entered on databases.
- Writing lesson plans, delivering lesson for in house and on-site tutoring.
- Planned and delivered informative vocational training programmes and workshops.
- Improved learner retention rate by maintaining positive relationships with students.
- Encouraged learner progress by helping to remove and overcome barriers to learning
- Ensuring the security and safeguarding of learners is always adhered to and knowledge of safeguarding is kept up to date.
- Ordering exam papers, ensuring security and invigilating of exam papers is adhered to.
- Interpreting awarding body standards and creating knowledge and understanding questions ensuring compliance with awarding body requirements.
- Managing and supporting a team of assessors, completing CPD’s and issuing targets.
- Managing the quality and consistency of assessment practices in the organisation.
- Observing assessors and sampling records providing feedback, support and guidance to assessors ensuring assessment practices are fair consistent and meet the standards.
- Collaborated closely with team members to formulate action plans addressing identified issues for better results.
- Supported staff in their understanding and implementation of quality assurance processes, promoting high standards of work.
- Offered training sessions to staff about the importance of quality control measures, fostering an environment committed to excellence.
- Undertook comprehensive training sessions to improve assessors' knowledge and skills.
- Played key role in identifying best practices, resulting in more efficient processes across departments.
- Ensured compliance with internal and external regulations by conducting thorough assessments.
- Contributed to the design of new assessment methods with a focus on improvement of overall quality.
- Organising, booking rooms, writing agendas and minute taking of contract, department and standardisation meetings.
- Organising and managing External Verifiers visits and relationships.
- Implemented changes based on feedback received during quality reviews, ensuring continuous improvement in services rendered.
- DBS Checked
Travel Agent
Hardwick Travel Centre/Co-Op Travel
12.1993 - 10.2000
- Customer Service, Plan, book and manage Holiday Bookings.
- Understanding clients needs.
- Recommending holiday destinations, providing advice on travel related aspects, travel documents, visa requirements and local customs.
- Intermediary between clients, tour operators, airlines and hotels.
- Keeping up to date with travel trends, industry regulations and destination information.
- Office administration.
- Addressing customers inquires handling complaints.
- Providing and balancing foreign exchange.
- Reaching and exceeding targets.
- Daily banking.
- Managing Staff, completing appraisals and organising rotas.
- Organising and managing meetings.
- Maintained up-to-date knowledge of global destinations, enhancing service delivery.
- Enhanced customer satisfaction by providing accurate travel advice and recommendations.
- Tailored bespoke holiday packages for memorable experiences.
- Facilitated smooth booking processes to guarantee seamless travel experiences.
- Handled refunds and cancellations professionally, protecting client interests.
- Developed promotional materials to increase agency visibility.
- Built lasting relationships with clients, fostering loyalty and repeat business.
- Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
- Asked open-ended questions to better ascertain client needs and determine best travel offerings.
- Upsold guest experiences to maximise average booking value.
- Strived to reach set sales and revenue targets.
- Invoiced customers and chased up unpaid bookings to avoid payment delays and balancing issues.
- Used travel agency software to explore customers purchasing options, offering clear comparisons and securing best-possible deals.
- Confirmed payment of deposits from clients before commencing with bookings.
- Prepared comprehensive travel itineraries using accessible formats for customers.
- Recorded accurate passenger information to eliminate ticketing errors.
- Verified customer passports and documentation to travel.
- Trained and mentored junior consultants in customer service best practices.
Office Junior/Legal Secretary
ACJ Solicitors
05.1992 - 12.1993
Accounts Clerk
James Beattie PLC
08.1991 - 05.1992
Education
GCSE - English, Maths, Science, Geography
Aldridge School
BTEC Diploma - Business and Finance
RSA - Computer Literacy and Information Technology
RSA - Typing
NVQ L2 and L3 - Travel Services
NVQ L3 - Advice and Guidance
PTLLS Level 4 - undefined
D32/33 - Assessors Award/A1 Upgrade
D34 - Internal Verifiers Award/V1 Upgrade
Application of Number Level 2 - undefined
Information Technology Level 2 - undefined
IOSH - undefined
Skills
- Ability to Multitask
- Effective Time Management
- Microsoft Office
- Database Entry and Management
- Strong Communication Skills and Customer Service
- Documentation and Record Keeping
- Telephone Etiquette
- Meeting Coordination
- Adaptability
- Ability to work well under pressure
- Planning and Organisation
- Relationship Building
- Excellent IT Skills
- Health and Safety
- Safeguarding
Personal Information
Date of birth: 22/08/1975
HOBBIES AND INTERESTS
In my spare time I like Travelling, Cooking, Reading, Socialising, spending time with friends and family and the Cinema.
Timeline
Administration/Contracts Assistant
Coltman Precast Concrete
10.2015 - 07.2025
Lead Internal Quality Assurer/NVQ Assessor/Tutor
Performance Through People
10.2000 - 10.2015
Travel Agent
Hardwick Travel Centre/Co-Op Travel
12.1993 - 10.2000
Office Junior/Legal Secretary
ACJ Solicitors
05.1992 - 12.1993
Accounts Clerk
James Beattie PLC
08.1991 - 05.1992
BTEC Diploma - Business and Finance
RSA - Computer Literacy and Information Technology
RSA - Typing
NVQ L2 and L3 - Travel Services
NVQ L3 - Advice and Guidance
PTLLS Level 4 - undefined
D32/33 - Assessors Award/A1 Upgrade
D34 - Internal Verifiers Award/V1 Upgrade
Application of Number Level 2 - undefined
Information Technology Level 2 - undefined
IOSH - undefined
GCSE - English, Maths, Science, Geography
Aldridge School
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