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, WirralUN 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