Amy Glassell
Pontefract
Summary
Reliable and conscientious professional with a proven ability to quickly acquire new skills. Strong communication skills facilitate effective interaction with diverse individuals at all levels. Demonstrated capability to excel in team environments and independently under pressure. Proficient in computer applications and possess a full UK clean driving licence.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Receptionist
The Featherstone Academy
01.2026 - 05.2026
- Greet and assist students, parents/carers, staff, and visitors while ensuring compliance with sign-in, ID checks, and safeguarding procedures.
- Manage the main reception inbox, phones, and face-to-face enquiries; triage and escalate issues appropriately.
- Monitor and respond to high-volume email traffic; draft clear, professional communications that facilitate effective interactions with parents, staff, and external agencies.
- Communicate with parents/carers regarding attendance, late arrivals, early collections, and general enquiries.
- Schedule appointments, meetings, and room bookings; ensure preparation of visitor badges and packs for smooth reception operations.
- Prepare notices, letters, and messages via school systems; maintain communication logs.
- Log and update concerns on CPOMS accurately and promptly, tagging relevant staff and categories.
- Act as a first aider for students and staff; assess needs, provide immediate care, and record incidents.
- Adhere to GDPR/data protection, safeguarding, health and safety, and first aid policies.
Buyer Services
Aston Barclay Vehicle Remarketing
12.2019 - 12.2025
- Handled inbound and outbound calls with buyers, addressing queries and providing updates on purchases.
- Investigated and resolved incoming complaints and claims, ensuring satisfactory outcomes for both parties.
- Conducted call campaigns to gather buyer feedback and analyse purchasing habits.
- I have also stepped up to be a senior customer service advisor whilst my team leader was on maternity leave which involved managing a team of 5 providing leadership skills, providing guidance to the other sites and the centre managers in relation to anything relating to buyers, chasing debt on accounts that have fallen into 4 days overdue.
- Within this job role I used various systems to complete my day-to-day tasks: Salesforce / Ring central - this was used to document inbound / outbound calls and emails, ensuring all information was documented and time stamped.
- Teams - to communicate within the business and to hold meetings to discuss the inner workings of my role.
- Intercom - to communicate via web chat.
- Outlook - to view emails from customers and colleagues.
- Asana - to view my daily tasks where I can keep track of the work day.
- Barclays Bank - accessing the bank to view payments.
- AMS - to update GDPR preferences.
- Umbraco - to give customers access to navigate the business webpage.
Vendor Support Coordinator
Manheim A1 Knottingley
08.2019 - 11.2019
- Oversaw portfolio of key branch accounts, ensuring timely completion of all processes while providing initial contact and administrative support.
- Coordinated with service delivery team to ensure excellent customer service for buyers and vendors.
- Engaged with key customers on sale days to enhance experience and shared expertise on account portfolios.
Travel Agent
Wallace Arnold Travel
08.2017 - 08.2019
- Sold a variety of holidays to clients, including coach holidays with Shearing's and National Express and package holidays with Jet2 Holidays, Thomson, Thomas Cook, and Balkan.
- Managed data entry using various software and Excel spreadsheets, responded to customer and tour operator emails, and addressed customer complaints to ensure satisfactory resolutions.
- Ensured compliance with data protection regulations during all client interactions, safeguarding client information and fostering trust.
Travel Agent
Thomas Cook
06.2016 - 04.2017
- Managed bookings for flights, hotels, and excursions, securing competitive rates and confirming reservations accurately.
- Planned and coordinated all travel for clients based on budgets, departure times and travel needs.
- Balanced customer requirements and budgets against travel goals and industry trends to create optimal packages.
- Coordinated booking confirmations across multiple online systems, finalising sales by identifying ideal holiday packages, entering accurate data, and addressing customer inquiries via email.
- Ensured customers received appropriate insurance coverage, addressing customer complaints in-store with a focus on resolution, and liaising with head office to guarantee smooth booking processes.
Cashier
The Money Shop
01.2015 - 10.2015
- Handled cash, credit card, and voucher payments, maintaining accurate financial records.
- Processed payments by cash, cheque, or card to complete transactions.
- Maintained clean, tidy and organised checkout areas.
- Handled transactional queries in foreign exchange, facilitated money transfers via western union, cashed third party cheques, purchased gold from customers, processed mini personal loans, and managed pawn broking transactions.
- Processed mini personal loans, verified customer identification, adhered to data protection regulations during customer interactions, and scheduled appointments for loan consultations.
Cashier
The Entertainer
04.2011 - 08.2014
- Operated tills, restocked shop, and delivered exceptional customer service by ensuring customer satisfaction.
- Handled telephone inquiries and resolved customer complaints promptly.
- Counted float before each shift and engaged with children during fun days and toy demonstrations while setting and striving to achieve individual targets to support overall team goals.
- Conducted work experience interviews for candidates from the job Centre seeking opportunities.
Support Worker
Hillcrest Residential Home
06.2004 - 04.2011
- Provided personalised care and support to individuals with diverse needs, enhancing their quality of life.
- Assisted clients with daily living activities, including personal hygiene, meal preparation, and mobility, promoting independence.
- Prepared meals and assisted residents with personal hygiene, coordinated community outings, managed appointments, updated care plans, and administered medication.
- Administered medication accurately and safely, following strict healthcare protocols to maintain client well-being.
- Supported adults with learning disabilities both independently and as part of a team, navigating demands of the role while maintaining composure under pressure.
Education
GCSE - C
English Lit
GCSE - C
English Lang
Level 2 - Maths
Key Skills
Level 2 - English
Key Skills
NSA -
retail customer service
NVQ level 2 -
health and social care
NVQ Level 2 -
care
Skills
- Safeguarding awareness
- First aid certification
- Data entry and record-keeping
- Email proficiency
- Spreadsheet expertise
- MIS and CPOMS knowledge
- High accuracy
- Attention to detail
- Deadline management
- Prioritization skills
- Calmness under pressure
- Reliability and dependability
- Discretion and professionalism
- Customer service excellence
- Relationship management
- Effective communication
Certification
Pediatric first aid
Timeline
Receptionist
The Featherstone Academy
01.2026 - 05.2026
Buyer Services
Aston Barclay Vehicle Remarketing
12.2019 - 12.2025
Vendor Support Coordinator
Manheim A1 Knottingley
08.2019 - 11.2019
Travel Agent
Wallace Arnold Travel
08.2017 - 08.2019
Travel Agent
Thomas Cook
06.2016 - 04.2017
Cashier
The Money Shop
01.2015 - 10.2015
Cashier
The Entertainer
04.2011 - 08.2014
Support Worker
Hillcrest Residential Home
06.2004 - 04.2011
GCSE - C
English Lit
GCSE - C
English Lang
Level 2 - Maths
Key Skills
Level 2 - English
Key Skills
NSA -
retail customer service
NVQ level 2 -
health and social care
NVQ Level 2 -
care