Amanda Goggin
London,ENG
Summary
A highly motivated, skilled, and professional worker. Confident, reliable, a quick learner with the ability to adapt to any given situation. Trustworthy with excellent customer care skills and experienced in varying job roles, including line management of staff. Capable of working as part of a team or on my own. Looking for a challenging position to enhance existing skills.
Overview
25
25
years of professional experience
Work History
Administrator
Axis Europe
12.2024 - Current
- Answering calls to tenants in relation to repair works and dealing with queries in an effective manner
- Using company systems to process orders adequately in order to invoice clients
- Updating the system with all interactions with residents
- Processing supervisory or trade reports to determine action required to resolve repairs
- Resolution of minor complaints at call level
- Maintaining logs and monitoring variation request
- Maintaining and actioning emails from contract mailboxes
- Answering payment queries of both subcontractors and client
- Working with Supervisors and trades people to organise and schedule work
- Keeping all activity logged and up-to-date in an accurate manner
- Liaising with staff at customer sites keeping them up-to-date with progress information
Scheduler
Axis Europe
09.2024 - 12.2024
- Providing customer service to residents and customers
- Arranging appointments for residents with Trades people in a cost effective and organised manner
- Dealing with queries from residents, changing appointments
- Rescheduling appointments using our planning tools
- Logging current jobs onto our job management system/database
- Working with Supervisors and trades people to organise and schedule work
- Updating and changing information as the job changes
- Key person communicating between the resident and maintenance worker
- Keeping all activity logged and up-to-date in an accurate manner
- Liaising with staff at customer sites keeping them up-to-date with progress information
- Follow the company’s policies and procedures at all times
- Cooperate with colleagues from other Departments in a timely manner if and when necessary
- Provide information to my line manager in a timely manner when requested to do so
- Receiving phone calls from operatives on site
- Ensuring that operatives are using and updating their PDAs correctly
- Printing and emailing all non PDA operatives works at the end of the working day
Administrator
Axis Europe
01.2024 - 08.2024
- Answering calls to tenants in relation to repair works and dealing with queries in an effective manner
- Using company systems to process orders adequately in order to invoice clients
- Updating the system with all interactions with residents
- Processing supervisory or trade reports to determine action required to resolve repairs
- Resolution of minor complaints at call level
- Maintaining logs and monitoring variation request
- Maintaining and actioning emails from contract mailboxes
- Answering payment queries of both subcontractors and client
- Working with Supervisors and trades people to organise and schedule work
- Keeping all activity logged and up-to-date in an accurate manner
- Liaising with staff at customer sites keeping them up-to-date with progress information
Customer Service Advisor
Axis Europe
03.2023 - 01.2024
- Deal with inbound calls from residents and/or social housing provider in relation to repair works; including raising new jobs, appointments scheduling and existing works updates
- Adhere to call handling procedures, Axis policies and operation processes in order to ensure "First Class" service is delivered at all times
- Use IT systems to raise new repairs, book in and rearrange appointments for customers and/or clients whilst on the phone
- Liaise with clients, Axis operatives, managers, staff and sub-contractors in order to provide updates to works and resolving repairs issues
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions
- Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management
- Delivered prompt service to prioritize customer needs
- Followed up with customers about resolved issues to maintain high standards of customer service
Membership Advisor
Early Years Alliance
10.2021 - 01.2023
- Working in a customer focused environment
- Answering calls, emails from members regarding Membership & Insurance queries
- Setting up new members and adding new business’s
- Assist members with queries on portal access, purchase products, locating documents
- Processing BACS payments to spreadsheet
- Taking payments for renewal invoices and cart purchases
- Processing insurance documentation
- Action members refunds
- Correspond with Educare & Law Call
- Use EYA specific software CRM as well as Excel, Word, SharePoint
- Supported existing members with their account-related queries which resulted in improved member satisfaction.
- Educated prospective members on the benefits of joining the organization, resulting in increased conversion rates.
Planning Assistant
Sainsbury's Online Fulfilment Centre
01.2019 - 06.2021
- Working in a fast-paced, dynamic, ever changing, customer focused environment
- Sole responsibility (one week in four and cover for other periods, as required) managing and scheduling circa. 300 delivery drivers
- Monitoring and organising cover for driver leave, sickness and other absences (including self-isolation etc. during Covid19 pandemic)
- Register new and update existing drivers to internal monitoring system (SIMS) and complete Driving Licence Checks
- Make sure DRM is updated daily
- Updating all schedules on the drivers’ board, including late / cancelled orders
- Check and action customer emails, including complaints resolution
- Note taker for management during staff performance management meetings, including investigations and disciplinaries
- Using Sainsbury’s specific software and Microsoft Office programmes
Customer Care Advisor
Sainsbury's Online Fulfilment Center
06.2017 - 01.2019
- Communicating between Drivers, Customers, Contact Centre and Management
- Calmly dealing with any sudden changes to drivers’ routes to maintain efficient and on-time delivery of customer’s orders
- Liaison with and updating customers if there was a delay with their delivery
- Resolving customer complaints whilst improving service satisfaction levels
- Processing VAT receipts, refunds, goodwill gestures
- Assisting with the company’s bulk order process
- Using internal program's D2D, FCMS, CMS
- Adapted communication style according to diverse clientele, providing personalized assistance that met individual preferences
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner
- Provided exceptional service by understanding customer needs and offering tailored solutions
- Responded to customer needs through competent customer service and prompt problem-solving
- Logged call information and solutions provided into internal database
Quality Control Inspector
Sainsbury's Online Fulfilment Centre
02.2017 - 05.2017
- Checking that our products meet the company and regulatory authorities’ standards
- Inspecting and identifying unsuitable and defective products and removing them from sale
- Identified and documented quality discrepancies for management to develop resolutions.
- Examined products for imperfections and defects.
- Updated quality control records and reports.
Online Picking Assistant
Sainsbury's Online Fulfilment Centre
09.2016 - 02.2017
- Picking customers’ orders, selecting the best quality products
- Accurately working to maintain targets and minimise errors
- Checking products to ensure quality and appropriate “use by” dates
- Maintaining a safe working environment for myself and my colleagues
Distribution Team Leader
CeCe Diet Supplement \products
04.2016 - 08.2016
- · Advertising and promoting products and nutrition plans via social media
- · Guiding and supporting customers both online and in person, addressing issues and concerns
- Ordering, processing, stock control, budgeting and banking
- Built and maintained relationships with key suppliers and customers to support seamless operations
Concierge Shift Leader
One Housing Group
04.2014 - 06.2016
- Drawing up, monitoring, and amending staff shift rota's, including absence cover
- Liaison with customers, One Housing Group officers, various local authority departments and other service providers / stakeholders
- Monitoring CCTV recordings and liaising with Police / other agencies
- Patrolling work areas, undertaking health and safety, security, and environmental checks. Recording and acting on findings
- Checking lifts, fire alarms, fire doors, dry risers, electrical intake and pump rooms and actioning remedial works
- Working proactively to ensure hygiene and environmental standards and achieved and maintained in all allocated areas
- Reporting / raising repair orders
- Maintained front desk's concierge book to provide visitors with access to relevant local information
- Prioritized safety by remaining vigilant for potential security threats and reporting suspicious activity promptly when required
- Trained new concierge staff, ensuring consistent high level of service across team
Sales Assistant - Seasonal Temp
John Lewis (Peter Jones)
10.2013 - 12.2013
- General sales duties during busy Christmas period, including dealing with customer queries and complaints
- Stock control, ordering and replenishment of goods
- Ensuring safety of customers through regular health and safety checks
- Helped customers locate products and checked store system for merchandise at other sites
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff
- Met and exceeded sales targets consistently, contributing to overall team success
- Boosted store revenue through upselling and cross-selling techniques
- Provided exceptional customer service, ensuring repeat business through personalized shopping experiences
- Managed efficient cash register operations
Receptionist
Bark & Co Solicitors
05.2008 - 12.2012
- Volunteering at city solicitors firm, covering staff absences
- Answering telephones, booking appointments, meeting and greeting clients
- Filing confidential client notes/letters in client files
- Kept reception area clean and neat to give visitors positive first impression
- Answered central telephone system and directed calls accordingly
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents
Customer Service Assistant
Blossom & Browne Sycamore
07.2007 - 01.2008
- Managing a corporate laundry and dry-cleaning unit based in Morgan Stanley building
- Dealing with corporate customers laundry, incl. company executives
- Liaising with customers in terms of item collection and invoicing
- Issuing dockets for laundry, issuing customers with receipts, stock taking, recording takings
- In charge of final checks and securely locking up unit at close of business
- Developed strong relationships with customers, establishing trust and loyalty through attentive service
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
- Trained new employees on company procedures, products, and best practices in customer service
Teaching Assistant (Temp)
Malmesbury Primary School
10.2006 - 12.2006
- Assigned to a child with SEN (Special Educational Needs) on a 1-1 basis
- Giving 1-1 support to SEN children and to the teacher during lessons
- Attending weekly review meetings with colleagues in support of the child
- Keeping record of behavior and daily progress, reporting findings back to relevant staff
- Facilitated activities in small groups to reinforce concepts taught by class teacher
- Maintained safety and security by overseeing students in recess environments
Teaching Assistant
Olga Primary School
01.2000 - 11.2004
- Assigned to a child with SEN (Special Educational Needs) on a 1-1 basis
- Gave speech support, scribed and supported child with eating and personal hygiene
- Attended physio sessions with child, updated records of needs and kept progress reports
- Keeping record of behaviour and daily progress, reporting findings back to relevant staff
- Attending weekly review meetings with colleagues in support of the child
- Collaborated with fellow teaching assistants to create a consistent and supportive learning environment for students
- Facilitated activities in small groups to reinforce concepts taught by class teacher
- Tutored struggling students individually and in small groups to reinforce learning concepts
- Maintained safety and security by overseeing students in recess environments
- Fostered strong relationships with parents through regular communication about student progress, concerns, and achievements
- Coordinated with parents and teachers to discuss student progress and address concerns
- Prepared educational materials to reinforce lesson content, aiding in better comprehension
Education
No Degree - Passport To Learning / Parent Forum
Tower Hamlets College
Tower Hamlets07-2013
No Degree - Office Administration
Tower Hamlets College
Tower Hamlets, United Kingdom02-2008
No Degree - Welcome To Excellence, Customer Service Course
Tower Hamlets College
02-2008
No Degree - Introduction To Childminding
Tower Hamlets College
Tower Hamlets10-2001
No Degree - Introduction To Support Work / Teaching Assistant
Parent Advice & SEN Centre
Tower Hamlets, United Kingdom01-2000
Skills
- Excellent communication skills, both written and verbal
- Highly experienced in all aspects of customer care
- Good organizational and planning skills
- Excellent timekeeper, punctual and reliable
- Works well in teams as well as on own initiative
- Able to use a variety of IT systems and processes
- Experience in formulating, monitoring, and managing budgets
- Positive attitude
- Data entry
- Scheduling proficiency
- Team motivation
- Call center operations
Timeline
Administrator
Axis Europe
12.2024 - Current
Scheduler
Axis Europe
09.2024 - 12.2024
Administrator
Axis Europe
01.2024 - 08.2024
Customer Service Advisor
Axis Europe
03.2023 - 01.2024
Membership Advisor
Early Years Alliance
10.2021 - 01.2023
Planning Assistant
Sainsbury's Online Fulfilment Centre
01.2019 - 06.2021
Customer Care Advisor
Sainsbury's Online Fulfilment Center
06.2017 - 01.2019
Quality Control Inspector
Sainsbury's Online Fulfilment Centre
02.2017 - 05.2017
Online Picking Assistant
Sainsbury's Online Fulfilment Centre
09.2016 - 02.2017
Distribution Team Leader
CeCe Diet Supplement \products
04.2016 - 08.2016
Concierge Shift Leader
One Housing Group
04.2014 - 06.2016
Sales Assistant - Seasonal Temp
John Lewis (Peter Jones)
10.2013 - 12.2013
Receptionist
Bark & Co Solicitors
05.2008 - 12.2012
Customer Service Assistant
Blossom & Browne Sycamore
07.2007 - 01.2008
Teaching Assistant (Temp)
Malmesbury Primary School
10.2006 - 12.2006
Teaching Assistant
Olga Primary School
01.2000 - 11.2004
No Degree - Passport To Learning / Parent Forum
Tower Hamlets College
No Degree - Office Administration
Tower Hamlets College
No Degree - Welcome To Excellence, Customer Service Course
Tower Hamlets College
No Degree - Introduction To Childminding
Tower Hamlets College
No Degree - Introduction To Support Work / Teaching Assistant
Parent Advice & SEN Centre
Similar Profiles
Luca ColomboLuca Colombo
Chief Financial Officer at Europe Assistance Eastern Europe RegionChief Financial Officer at Europe Assistance Eastern Europe Region
Lakshay SharmaLakshay Sharma
Deputy Manager at Axis Bank (On Payroll Of Axis Bank)Deputy Manager at Axis Bank (On Payroll Of Axis Bank)
Rahul VyasRahul Vyas
Relationship Officer at AXIS SECURITIES (AXIS BANK)Relationship Officer at AXIS SECURITIES (AXIS BANK)
Muhammed PanjwaniMuhammed Panjwani
Warehouse Supervisor at Unichem 2005 CompanyWarehouse Supervisor at Unichem 2005 Company
Iwona SzczurIwona Szczur
Housekeeping cleaner at self employedHousekeeping cleaner at self employed