Summary
Overview
Work history
Education
Skills
Volunteer Experience
Community Service
Additional Activities
Affiliations
References
Timeline
Generic
Charlotte Smith

Charlotte Smith

Hoylake,Merseyside

Summary

Skilled professional with expertise in Microsoft Office applications, including Word, PowerPoint, and Publisher, alongside basic Excel proficiency. Demonstrates strong organizational abilities and a commitment to customer service. Proficient in AI exploration, design animation production, and navigating the Apple ecosystem. Known for exceptional communication skills and effective workload management, with a focus on enhancing operational efficiency and driving innovation.

Overview

33
33
years of professional experience

Work history

Retired

n/a
Hoylake, Wirral
2019.12 - 2026.03
  • Assisted in community activities by attending meetings and recording minutes.
  • Supported local media engagement through participation on television, radio, and in newspapers.
  • Participated in various council meetings to gain insights into local governance.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.

Administrative Officer

Child Support Agency
Birkenhead, Wirral
1993.11 - 2019.01
  • Telephone negotiation with customers and employers for the collection and payment of child support maintenance arrears.
  • Handle postal enquiries
  • Making case decisions
  • Maintaining casework/use of Outlook Calendar
  • Chaired meetings and taken minutes of meetings
  • Deputised as team leader for several months
  • Mentored senior Whitehall civil servant
  • Facilitated production of videos with subtitles and BSL advising customers on how to claim benefits.
  • Editor of Command Newsletter
  • Reporter for Workplace Newsletter
  • Editor of 20th Anniversary Newsletter for NW and Wales Business Unit
  • Worked as Diversity representative. Specialised in Disability and Religion. And did presentations and open days on these subjects.
  • Member of DWP Working Group On Disability Communications/Formats
  • Provided excellent customer service for improved client satisfaction.
  • Managed incoming calls for efficient handling of enquiries and complaints.
  • Handled confidential documents with utmost care; ensured data security at all times.
  • Adapted quickly to changes in procedures or policies; maintained consistency in output quality despite fluctuations in workload demands.
  • Responded promptly to emails, letters and phone calls; facilitated seamless external communication.
  • Maintained a clean, organised workspace; improved productivity levels.
  • Assisted in arranging meetings for smoother communication channels.
  • Participated actively in departmental meetings contributing valuable insights and suggestions.
  • Met deadlines on admin tasks to minimise disruption to colleagues and workflows.
  • Handled diary management for smooth-running administration processes.
  • Facilitated and processed incoming calls and emails, distributing relevant information to necessary departments.
  • Respected customer privacy through tactful, diplomatic and confidential support.
  • Took minutes and thorough notes in meetings for distribution.
  • Filed physical and digital documents, prioritising accessibility and data accuracy.

Telephony Officer

Disability Living Allowance Helpline
Liverpool, Merseyside
1993.07 - 1993.11
  • Answer incoming customer calls to provide information and assist with disability living allowance applications.
  • Distribute application packs efficiently to support client needs.
  • Respond to motor-mobility enquiries clearly and courteously.
  • Maintain confidentiality when managing sensitive information with care.

Shelf stacker

Boots the Chemist
Birkenhead, Wirral
1992.11 - 1992.12
  • Managed shelf stocking operations during high-traffic periods over the Christmas trading period
    Oversaw display arrangements to enhance product visibility.
    Coordinated with team members to ensure efficient stock replenishment.

Education

BA (Hons) - Environmental Studies

North East Wales Institute
Wrexham
1 1989 - 1 1993

GCE A Levels - English Literature, History, Law

North East Wales Institute
Deeside
1 1987 - 1 1989

CSEs - English, History, Geography, Science, Maths, Art, Home Economics

Birkdale School for Hearing Impaired Children
Southport, Merseyside
1 1975 - 1 1986

CLAIT Level I - Computer Literacy

Wirral Metropolitan College
Birkenhead, Wirral

UN Climate Change Certificate - Climate Change

United Nations
Geneva Switzerland
05/2021 - 05/2021

GCE O Levels - English Literature, History, Sociology

Wirral Metropolitan College
Birkenhead, Wirral
09/1986 - 06/1987

Skills

  • Microsoft Word, PowerPoint, and Publisher
  • Basic Excel proficiency
  • Apple ecosystem navigation
  • AI exploration and design
  • Animation production
  • Well-organised
  • Customer service orientation
  • Meeting facilitation
  • Confidentiality maintenance
  • Event coordination
  • Records management
  • Microsoft Office proficiency
  • High-volume case processing
  • Outstanding written and verbal communication
  • Workload organisation
  • Discretion handling
  • Diplomatic approach
  • Diplomatic interaction
  • Efficient communication
  • Confidential correspondence
  • Setting priorities
  • Interpersonal communications

Volunteer Experience

British Red Cross, First Aider, Emergency Response volunteer, Volunteered for the British Red Cross both as a First Aider and as an Emergency Response volunteer.

Community Service

Hoylake Christmas lights and Hoylake Beach Community, Active in the local community having been a member of Hoylake Christmas lights and Hoylake Beach Community., Given interviews on local tv, radio and newspapers., Asked questions at various local council meetings.

Additional Activities

  • Even when i was battling cancer and in between two major surgeries i was still actively contributing to the campaign.
  • I was recently appointed Secretary and Director of community campaign group AACCS.

Affiliations

  • Published author of Sherlock Holmes And The Murder At Lodore Falls
  • Reading
  • Walking

References

References available upon request.

Timeline

Retired

n/a
2019.12 - 2026.03

Administrative Officer

Child Support Agency
1993.11 - 2019.01

Telephony Officer

Disability Living Allowance Helpline
1993.07 - 1993.11

Shelf stacker

Boots the Chemist
1992.11 - 1992.12

BA (Hons) - Environmental Studies

North East Wales Institute
1 1989 - 1 1993

GCE A Levels - English Literature, History, Law

North East Wales Institute
1 1987 - 1 1989

CSEs - English, History, Geography, Science, Maths, Art, Home Economics

Birkdale School for Hearing Impaired Children
1 1975 - 1 1986

UN Climate Change Certificate - Climate Change

United Nations
05/2021 - 05/2021

GCE O Levels - English Literature, History, Sociology

Wirral Metropolitan College
09/1986 - 06/1987

CLAIT Level I - Computer Literacy

Wirral Metropolitan College
Charlotte Smith