Summary
Overview
Work History
Education
Skills
Additional Information
Affiliations
Timeline
Generic

Chantelle Marshall

Grangemouth

Summary

Accomplished Business Coordinator with extensive experience in strategic planning, stakeholder engagement, and business management across diverse sectors. Demonstrates exceptional organisational and multitasking skills, ensuring seamless operations and effective communication within high-pressure environments. Proven track record in managing executive calendars, preparing reports, and facilitating meetings, contributing to enhanced team performance and client satisfaction. Adept at mentoring teams, implementing training programmes, and supporting HR processes to drive productivity and efficiency. Career goal includes leveraging expertise in executive support and strategic planning to contribute to organisational success and development.

Overview

13
13
years of professional experience

Work History

Business Management Coordinator

Stirling Council
Stirling, Falkirk
10.2022 - Current
  • Overseeing and guiding a team of 6 executive assistants.
  • Collating information and reports to present to the Council Leader and Elected Members.
  • Planning internal communications and external stakeholder engagement; providing strategic advice on constituent matters on behalf of the Council Leader and Elected Members.
  • Arranging and assisting with surgeries, meetings and travel.
  • Responding to all incoming correspondence in a time effective and prioritising manner.
  • Arranging briefing papers and communicating with officials and officers.
  • Signing off on all relevant delegates areas; for example, constituent correspondence.
  • Drafting written correspondence such as letters, requests for information and parliamentary questions and motions.
  • Preparing and scanning COSLA papers.
  • Managing Elected Members expenses.
  • Prioritising and coordinating workload of self and allocated PA's to ensure tasks are delivered within required timescales, taking initiative and demonstrating resourcefulness when dealing with day-to-day matters.
  • Responsible for undertaking HR processes relating to allocated PA's, including supporting attendance and performance management processes.
  • Providing business administrative support to the Council Leader, Elected Members and Senior Management using discretion and judgement in dealing with highly confidential information.
  • Train and mentor the administrative team members in procedures.
  • Research issues and compile reports, presentations and summaries from data.
  • Sit in on meetings, hearings and conferences to document.
  • Prioritise and coordinate workload to ensure tasks are delivered within required timescales, taking initiative and demonstrating resourcefulness when dealing with day-to-day matters.
  • Understand the remit and requests made on those you are supporting in order to forward plan and work flexibly around these demands.
  • Research, gather, collate and arrange appropriate distribution of information to ensure the council administration and senior management are fully briefed before meetings, events or other appointments.
  • Managing and maintaining the council administration and senior management diaries, including the arrangement of meetings, internal and external events or other activities.
  • Monitoring emails and other correspondence; keeping abreast of issues across the Council, responding to emails and correspondence where appropriate and highlighting urgent issues to the council administration and senior management.
  • Composing routine correspondence and drafting non-standard correspondence, with minimal guidance on behalf of the council administration and senior management.
  • Coordinating and monitoring the preparation of briefing papers, speeches and presentations for the council administration and senior management.
  • Organising and maintaining comprehensive tracking processes, including operating effective ‘bring forward’ systems, following up on agreed actions with relevant colleagues.
  • Assisting with managing the design and version control of documentation associated with the Chief Executive’s Office and lead or undertake projects of a cross team nature e.g. system development, changes to process/procedures, ad hoc working groups, etc.
  • Developing and fostering good working relationships with internal and external stakeholders.
  • Providing support at meetings by preparing agendas, taking, transcribing and issuing minutes and following up appropriate actions: including identifying action points and providing aide memoirs for the council administration and senior management.
  • Screening and filtering all callers in person or by telephone and directing them appropriately, ensuring that the council administration and senior management are adequately briefed.
  • Dealing effectively with complaints, enquiries and issues which arise in the absence of the council administration and senior management, ensuring good customer service.
  • Implementing effective records management storage and archiving of correspondence, confidential reports and other documentation.
  • Supporting the continuous professional development and standards of the business administrative team and providing support where necessary to ensure consistency in day-to-day working; including any business continuity arrangements.
  • Ensuring that materials and equipment provided to assist in carrying out the duties of the role are properly managed and secured, in accordance with the Council’s policies and procedures.
  • Flexibility to work within and support other business support service areas as required where your skills, expertise and knowledge can be utilised, to ensure an effective business support service is provided to the Chief Executive’s Office at all times.

Business Manager

East Coast Taxi
Whitley Bay
04.2016 - 10.2022
  • Conducted training and development programs to enhance team performance and efficiency for improved customer care.
  • Mentored high-performing service teams to consistently deliver excellent customer service.
  • Maintained detailed records of customer interactions for accurate complaint investigation.
  • Managed high-volume customer calls, meeting time-frame targets and providing efficient service.
  • Resolved escalated phone and email complaints promptly, optimising customer satisfaction ratings.
  • Implemented continual improvement strategies.
  • Monitored issue resolution time-frames, driving improvements to prevent future complaints.
  • Maximised customer retention through exceptional communication and relationship-building skills.
  • Ensured excellent customer satisfaction by providing a friendly, helpful, and informative service.
  • Communicated with customers via calls and emails to assess needs and provide solutions.
  • Identified customer needs by actively listening and connecting with relevant departments.
  • Kept abreast of company best practices, procedures, and regulations to meet customer needs effectively.
  • Monitored customer service team operations and collaborated with colleagues to achieve team communication targets.
  • Proofread business agreements to identify loopholes and safeguard organisation.
  • Formed and sustained strategic relationships with clients.
  • Conducted financial analysis, researched business agreements and negotiated critical contracts.
  • Delivered high level of service to customers in effort to build upon future relationships.
  • Increased efficiency, effectiveness and profitability by managing team productivity, costs and budgets.
  • Implemented training and development programme's for new employees.
  • Met individually with employees to offer feedback and insight on job tasks based on careful review.
  • Supervised executive calendars while supporting administrative team to facilitate smooth operational flow.
  • Provided effective meeting support by preparing agendas and taking minutes.
  • Scheduled and planned meetings and conferences to streamline business operations.
  • Created and maintained administrative reports and spreadsheets for logistical purposes.
  • Prepared research and briefing papers before appointments and presentations to manager specifications.
  • Managed information flow between senior executives and other members of staff, passing on information about policies, procedures and directives.
  • Prepared and managed departmental budgets in collaboration with accountants.
  • Oversaw maintenance of hardcopy and electronic records to preserve institutional information of historical, fiscal and legal value.
  • Conserved senior executive's time by drafting letters and documents, collecting and analysing information and initiating communications.
  • Acted as primary point of administrative contact and liaised with other offices, individuals and external organisations to streamline communications.
  • Negotiated with contractors and vendors to provide cost friendly contracts.
  • Processed and distributed incoming correspondence to relevant staff, facilitating team communication.
  • Directed and actioned incoming and outgoing correspondence, including postal mail, email and faxes.
  • Performed background research for special projects.
  • Screened incoming telephone calls and PR enquiries, directing them through appropriate communication channels.
  • Generated reports using Microsoft Excel spreadsheets.
  • Prioritised workload and managed multiple conflicting deadlines with attention to detail and within set timelines.
  • Gathered and compiled relevant information and materials to facilitate adequate briefing to employers prior to meetings.
  • Supported HR with employee hiring and leaving processes.
  • Managed budget forecasts to ensure financial stability.
  • Brought about improved employee engagement through regular feedback sessions and reward schemes.
  • Coordinated cross-departmental communication for seamless execution of projects.
  • Conducted performance reviews to identify areas of improvement.
  • Identified growth opportunities to expand company reach.

Personal Assistant

Kings barn Equestrian
11.2012 - 03.2016
  • Organised events and conferences for managing directors, including venue booking, guest invitations, and catering coordination
  • Assisted managers in meetings, taking minutes and providing company information
  • Managed appointments and controlled access for managing directors, scheduling meetings and booking appointments
  • Maintained extensive knowledge of company information and managers' schedules, providing updates to directors
  • Handled bookings, travel arrangements, and accommodation for directors based on preferences and requests
  • Acted as primary point of contact, answering correspondence and phone calls
  • Prepared reports, presentations, and correspondence for managers
  • Reminded managers of important jobs and deadlines, staying on top of appointments and tasks
  • Screened and directed incoming calls and PR inquiries
  • Managed incoming and outgoing correspondence, including mail, email, and faxes
  • Maintained reception areas and warmly greeted clients
  • Generated reports using Microsoft Excel
  • Worked closely with clients to understand expectations
  • Organised personal and professional calendars, including meeting and event reminders
  • Answered inbound calls and directed queries to relevant teams
  • Managed supplies, replenishing as needed
  • Supported HR with employee hiring and leaving processes.
  • Coordinated smooth operation of monthly payroll, facilitating timely employee payments.
  • Identified opportunities for cost-reduction and conducted reviews and evaluations to assess impact and feasibility.
  • Tracked expenditures against budget targets and spending limits.
  • Worked with accounting to collate financial records for management team budget meetings.
  • Utilised specialised knowledge of organisation's business activities to optimise operations.
  • Prepared contract drafts, purchase orders and business correspondence for team.

Education

LLB ( Hons ) - Law

Stirling University
Stirling

SQA ADVANCED HIGHER - English

Lornshill Academy
Clackmannanshire

SQA ADVANCED HIGHER - History

Lornshill Academy
Clackmannanshire

SQA ADVANCED HIGHER - Psychology

Lornshill Academy
Clackmannanshire

SQA ADVANCED HIGHER - IT

Lornshill Academy
Clackmannanshire

SQA HIGHER - German

Lornshill Academy
Clackmannanshire

Skills

  • Performance reporting
  • Email support
  • Client retention
  • Case investigating
  • Results-driven
  • Customer service
  • Multidisciplinary teamwork
  • Payment processing
  • Extensive product knowledge
  • Team player
  • Complaint management
  • Computer skills
  • Proactive
  • Judgement
  • Organisation
  • Minute taking
  • Document Formatting
  • Agenda and Pre Agenda preparation
  • Advanced keyboard skills
  • Time management
  • Working to deadlines
  • Interpersonal skills
  • Multitasking effectively
  • Prioritising workloads
  • Preparing reports and formatting
  • Confidentiality and discretion
  • Report writing
  • Business writing
  • Data management
  • Executive calendar management
  • Strategic Planning
  • Executive presentation development
  • Client presentations
  • Hiring management
  • Meeting scheduling
  • Employee training and development
  • Adaptive leadership
  • Recruiting and interviewing
  • Team collaboration
  • Business development
  • Business administration
  • Troubleshooting
  • Client Relationship Management
  • Performance Management

Additional Information

  • Interests During my off time, I produce show ponies to top competition level. We regularly compete all over the country and I have surpassed my own expectations of how successful we would be.

Affiliations

  • Equestrian

Timeline

Business Management Coordinator

Stirling Council
10.2022 - Current

Business Manager

East Coast Taxi
04.2016 - 10.2022

Personal Assistant

Kings barn Equestrian
11.2012 - 03.2016

LLB ( Hons ) - Law

Stirling University

SQA ADVANCED HIGHER - English

Lornshill Academy

SQA ADVANCED HIGHER - History

Lornshill Academy

SQA ADVANCED HIGHER - Psychology

Lornshill Academy

SQA ADVANCED HIGHER - IT

Lornshill Academy

SQA HIGHER - German

Lornshill Academy

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Chantelle Marshall