Ciarra Scully
Brighton,Brighton and Hove
Summary
Detail-oriented administrator with 10+ years of customer service experience. Demonstrates strong organizational skills and a commitment to precision in all tasks. Proven ability to enhance operational efficiency and improve client satisfaction. Adept at managing multiple priorities while maintaining high standards of quality.
Overview
9
9
years of professional experience
Work history
Legal Administrator/Head of Administration
Thy Will be Done
Worthing, West Sussex
01.2017 - 11.2025
- Began as an administrator and progressed to managing the UK office from February 2024, gaining experience in leadership, project management, client relations, and operational oversight.
- Project managed client workflows using Monday.com, ensuring tasks were completed efficiently and on schedule.
- Drafted documentation and attended training to remain up to date with industry standards.
- Hosted hundreds of client meetings, capturing instructions, supporting estate planning discussions, and identifying upselling opportunities.
- Coordinated workflows for the Spanish team remotely to ensure a smooth client journey.
- Managed and resolved client complaints professionally, maintaining high satisfaction.
- Administered payment plans, including standing orders and direct debits, maintaining accuracy and compliance.
- Maintained a structured client pipeline to drive repeat business and foster strong relationships.
Technical Customer Service Advisor
Paxton
01.2023 - 02.2024
- Delivered clear and effective technical support to field-based engineers, ensuring quick resolution of on-site challenges and minimal downtime.
- Managed product returns and order placements with accuracy and efficiency, maintaining a smooth customer and engineer experience.
- Troubleshot, diagnosed, and resolved complex installation and configuration issues promptly to uphold service quality and client satisfaction.
- Participated in regular technical training to stay current with the latest products, software updates, and installation standards, gaining hands-on expertise in electrical hardware installation.
Call Agent
The Telemarketing Company
08.2018 - 01.2023
- I worked on various campaigns varying from outbound cold calling to ‘B2B’ appointment setting
- Led a team by managing staff rotas, coordinating workloads, and overseeing the shared team mailbox to ensure smooth communication and efficiency.
- Oversaw and maintained a structured calling pipeline to maximize productivity and conversion rates.
- Sold solar panel systems, developing in-depth technical knowledge to provide informed and trustworthy advice to customers.
- Generated tailored quotes to meet individual customer needs, effectively identifying opportunities for upselling and value enhancement.
- Consistently exceeded sales and call targets through strong product knowledge, customer rapport, and strategic selling techniques.
Service Manager
Madgex
08.2018 - 06.2021
- I joined Madgex as a First Line advisor, this role included;
- Developed a strong understanding of each departmental role and process to accurately route tickets to the appropriate teams for action.
- Triaged and prioritized all incoming tickets to ensure timely resolution and efficient workflow across the team.
- Utilized in-depth knowledge of Zendesk to manage, track, and streamline customer and internal requests.
- Promoted to a Service Manager in January of 2019 expanded my role to the following;
- Collaborated with cross-functional teams across the business, working closely with the Chief Technology Officer to keep clients fully informed on software updates, new releases, and the resolution of any technical issues.
- Created and maintained a comprehensive Knowledge Base of over 1,000 articles to empower clients with self-service resources and enhance the overall customer experience.
- Investigated, replicated, and triaged software issues to ensure timely and effective solutions, minimizing disruption for clients.
- Worked in partnership with the Product Team to relay client feedback and insights, ensuring that customer needs and experiences were central to future product enhancements.
Education
GCSE - Maths, English, 3 sciences
Regents Park CC Southampton
SouthamptonNVQ Level 3 - Hairdressing
Northbrook MET Worthing
WorthingCustomer Service Training -
MGI Learning
Skills
- Proficient in Zendesk, Mondaycom and Signable
- Knowlege of Jira, Salesforce
References
Previous work experience and references available on request.
Timeline
Technical Customer Service Advisor
Paxton
01.2023 - 02.2024
Call Agent
The Telemarketing Company
08.2018 - 01.2023
Service Manager
Madgex
08.2018 - 06.2021
Legal Administrator/Head of Administration
Thy Will be Done
01.2017 - 11.2025
GCSE - Maths, English, 3 sciences
Regents Park CC Southampton
NVQ Level 3 - Hairdressing
Northbrook MET Worthing
Customer Service Training -
MGI Learning