Gemma McPhee
Greenock,inver
Summary
Resourceful individual with talent for problem-solving and fostering relationships. Possesses strong communication and organisational skills, with keen understanding of client needs. Committed to making meaningful impact by supporting clients through challenging situations and ensuring positive outcomes. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work history
Customer Services Advisor
Teleperformance UK
Greenock, Inverclyde
02.2025 - Current
- Executed general administrative tasks to boost departmental productivity.
- Resolved customer billing queries, enhancing satisfaction levels.
- Completed daily duties with accuracy and efficiency.
- Adapted quickly to new skills, increasing overall efficiency.
- Exhibited respect and friendliness in all interactions.
- Delivered exceptional customer service, managing challenging situations effectively.
- Strengthened relationships with customers, promoting brand loyalty and repeat business.
- Improved customer satisfaction by promptly addressing queries and complaints.
Receptionist
Skyport
Paisley, Renfrewshire
04.2024 - 01.2025
- Streamlined communication by forwarding messages to relevant departments promptly.
- Managed incoming calls, ensuring effective communication flow within the company.
- Enhanced customer satisfaction through efficient management of front desk enquiries.
- Directed visitors to appropriate staff, facilitating efficient service delivery.
- Maintained accurate logs of visitor entries to uphold security standards.
- Handled appointment scheduling, contributing to smooth daily operations.
- Exhibited exceptional multitasking skills while balancing various responsibilities without compromising quality.
- Assisted with administrative tasks, improving functionality of office operations.
- Maintained an organised reception area for a professional business environment.
- Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
Administrative assistant
Trespass
Glasgow, Glasgow City
10.2023 - 04.2024
- Assisted in the preparation of regularly scheduled reports for upper management review.
- Coordinated office operations by handling phone inquiries, managing correspondence and supervising office cleanliness.
- Facilitated internal communication.
- Supported accurate record-keeping with proficient data entry skills.
- Contributed to team effort by accomplishing related results as needed.
- Submitted timely reports which provided critical updates on various projects.
- Streamlined administrative processes for increased efficiency in the workplace.
- Performed bookkeeping tasks, including invoicing and expense tracking.
- Supported staff with administrative needs for photocopying, faxing and filing.
- Compiled reports using Microsoft Excel which increased data accessibility.
- Analyzed sales data with Microsoft Excel to identify opportunities for improvement.
- Handled sensitive information discreetly maintaining high level confidentiality at all times.
Emergency Assistance Specialist
World Travel Protection
Toronto, Ontario
09.2021 - 08.2023
- Provided excellent customer service, building trust with clients.
- Handled high volume of inbound calls to resolve customer issues efficiently.
- Streamlined processes through meticulous record keeping to improve operational efficiency.
- Participated in team meetings to share best practices for elevated service delivery.
- Resolved customer issues effectively using interpersonal skills and conflict resolution techniques.
- Managed inquiries via phone, and email ensuring consistent service quality.
- Organised travel arrangements for customers returning home from holiday.
- Demonstrated proficiency in Microsoft Office to support various administrative tasks.
- Shared best practices with new members of the team to support their growth.
- Collaborated effectively with cross-functional teams for successful project completion.
Education
Scottish Qualifications Certificate - English
St Columba's High School
Greenock, Inverclyde 09.2011 - 06.2012
Scottish Qualifications Certificate - Mathematics
St Columba's High School
Greenock, Inverclyde 09.2011 - 06.2012
Administration
St Columba's High School
Greenock, Inverclyde 09.2011 - 06.2012
Scottish Qualifications Certificate - History
St Columba's High School
Greenock, Inverclyde 09.2011 - 06.2012
Scottish Qualifications Certificate - French
St Columba's High School
Greenock, Inverclyde 09.2011 - 06.2012
Skills
- Data entry accuracy
- Technical proficiency
- Customer follow-up procedures
- Email correspondence etiquette
- Customer relations management
- Microsoft Office Suite
- Word processing speed
- Schedule management
Timeline
Customer Services Advisor
Teleperformance UK
02.2025 - Current
Receptionist
Skyport
04.2024 - 01.2025
Administrative assistant
Trespass
10.2023 - 04.2024
Emergency Assistance Specialist
World Travel Protection
09.2021 - 08.2023
Scottish Qualifications Certificate - English
St Columba's High School
09.2011 - 06.2012
Scottish Qualifications Certificate - Mathematics
St Columba's High School
09.2011 - 06.2012
Administration
St Columba's High School
09.2011 - 06.2012
Scottish Qualifications Certificate - History
St Columba's High School
09.2011 - 06.2012
Scottish Qualifications Certificate - French
St Columba's High School
09.2011 - 06.2012
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