Summary
Overview
Work history
Education
Skills
Certification
References
Timeline
Generic

Danielle Smith

Drumchapel,Scotland

Summary

A highly skilled professional with extensive expertise in customer service, administration, and team working. Demonstrates exceptional leadership and communication skills, coupled with a strong ability to handle confidential information with discretion. Proficient in IT and Microsoft Office, ensuring meticulous recordkeeping and organisational efficiency. Known for resilience under pressure and a diplomatic approach to employee relations. Committed to enhancing operational processes through effective documentation management and financial record-keeping.

Overview

17
17
years of professional experience
1
1
Certification

Work history

Clerical assistant

Glasgow City Council
Glasgow
08.2021 - Current
  • Training and mentoring new staff.
  • Streamlined administrative processes, ensured a well-organised workspace.
  • Contributed to team success by providing clerical support during large scale projects or events.
  • Facilitated office cleanliness, coordinated with janitorial services regularly.
  • Maintained accurate staff and child records, ensuring compliance with council policies and GDPR requirements.
  • Monitored staff absences, annual leave and training compliance, maintaining accurate HR records for reporting purposes.
  • Handled petty cash transactions, maintained precise records of all income and expenditures and prepared year-end financial reports for audit purposes.
  • Ensured accurate record keeping with diligent data entry tasks.
  • Ensured confidentiality of sensitive information adhering strictly to data protection policies.
  • Assisted in meeting preparations for smooth operational flow.
  • Increased workflow fluidity, prepared regular reports on clerical activities.
  • Contributed towards a positive work environment by assisting colleagues as needed during busy periods or absences due to illness or holidays.
  • Acted as first point of contact for staff, parents and external agencies, handling queries with professionalism and discretion.
  • Procurement of nursery resources and office supplies, collaborating with management to track expenditure and forecast resource needs.
  • Acknowledged receipt of deliveries promptly, recorded details accurately for tracking purposes.
  • Produced letters, forms and reports for management, ensuring clarity and professionalism in all communications.
  • Provided administrative and organisational support to managers ensuring smooth day-to-day nursery operations.
  • Fostered effective communication to resolve customer queries through professional email correspondence.
  • Provided administrative support with recruitment processes by preparing interview documentation, welcoming new staff and ensuring resources were available for hiring managers.
  • Processed and submitted children's attendance and charging information to the Early Years team, supporting timely and accurate delivery of childcare contracts.
  • Maintained knowledge of HR procedures and served as a trusted point of contact for staff questions regarding workplace policies.
  • Actively pursuing continual professional development through online training and in-person courses relevant to current job role.


Customer Assistant- Customer Service Desk/ Cash Office

Tesco Plc.
Milngavie, Dunbartonshire
04.2018 - 08.2025
  • Maintaining customer satisfaction at all times.
  • Welcoming customers into the shop and helping them to locate items.
  • Handling complaints/ returns/ product quality issues in a face to face environment with customers and resolving any issues in an effective manner.
  • Using own judgement to make decisions on returns, exchanges and good will gestures.
  • Applying 'Think 25' policy on all age restricted sales and following correct procedures to ensure responsible transactions.
  • Responsible for writing reports for head office if products are faulty/ not fit for sale and ensuring these are stored correctly and sent back for investigation when requested.
  • Answering customer queries and complaints via telephone.
  • Ensuring all checkouts are set up with correct change using change run reports before business opens.
  • Responsible for accurately counting and processing money from previous days trade and transferring large amounts of cash to safes securely.
  • Declaring safes and finalising tills.
  • Investigating and resolving any discrepancies with tills that are showing as over/ short of money using cash office system on computer and writing these up in next steps book.
  • Filling out safe and legal book ensuring all processes are followed correctly in cash office.

Customer Assistant- Mobile

Tesco Mobile
Milngavie, Dunbartonshire
06.2016 - 04.2017
  • Ensure that prospective mobile phone customers are offered an exemplary service per brand standards. Working at all times to ensure customer satisfaction and sales targets are met.
  • Responsible for assisting with merchandising and point of sale placement. Ensuring all promotions are visible and stock is presented according to brand standards.
  • Utilising any opportunity with a customer to up and cross sell with additional items including insurance and accessories. Driving additional revenue in the process.
  • Administering and processing customer contracts. Confirming contract acceptance or rejections whilst following all FCA, TCF and data protection guidelines.
  • Remaining up to date with product and service range and using this knowledge to ensure a comprehensive provision for customers with enquiries.
  • Handling any customer complaints with service or products with tact and diplomacy and mitigating any further dissatisfaction through concluding in a timely manner.
  • Sought upon in light of tenure and skills to complete wage trackers in the absence of management. Moreover, to track and reconcile high value stock on a regular basis.
  • Supporting loss prevention targets via alerting security to any potential shoplifters and handling all stock per manual handling guidelines.
  • Processing transactions on the register and undertaking regular reconciliations to identify and resolve any discrepancies.
  • Played an active role in recruitment by attending interviews, asking informed questions and helping select candidates aligned with team needs.

Packing And Quality Control Assistant-Bakery

Tesco Plc
Milngavie, Dunbartonshire
05.2008 - 06.2016
  • Ensure that customers of a popular store are offered an exemplary service per brand standards. Working at all times to ensure customer satisfaction and sales targets are met.
  • Responsible for assisting with merchandising and point of sale placement. Ensuring all promotions are visible and stock is presented according to brand standards.
  • Remaining up to date with product and service range and using this knowledge to ensure a comprehensive provision for customers with enquiries.
  • Handling any customer complaints with service or products with tact and diplomacy and mitigating any further dissatisfaction through concluding in a timely manner.
  • Drawn upon to report on waste to management for consideration within following trading days production.
  • Ensuring activities follow health and safety and food handling guidelines without exception. Addressing any hazards to oneself, customers or peers appropriately.
  • Supporting loss prevention targets via alerting security to any potential shoplifters and handling all stock per manual handling guidelines.
  • Processing transactions on the register and undertaking regular reconciliation to identify and resolve any discrepancies.

Education

CIPD Level 3 - HR People Practice

ICS LEARN
Glasgow, Glasgow City
10.2024 -

Higher- C - Business Management

Drumchapel High School

Higher- C - Dance Practice

Drumchapel High School

Higher- C - English

Drumchapel High School

Intermediate 2- B - Mathematics

Drumchapel High School

Standard Grade- 1 - Art And Design

Drumchapel High School

Standard Grade- 1 - Business Management

Drumchapel High School

Standard Grade- 1 - Craft And Design

Drumchapel High School

Standard Grade- 1 - Biology

Drumchapel High School

Standard Grade- 2 - English

Drumchapel High School

Skills

  • Customer Service
  • Microsoft Office
  • Computer Literacy
  • Records maintenance
  • Financial record-keeping
  • Employee Relations
  • Resilience under pressure
  • Discretion handling

Certification

PVG registration- working with children


Glasgow City Council GOLD courses (continuous professional development) completed:

Information security and Data Protection training 2025

PECOS procurement training

Advanced Information Handling training

Cyber Security training

Advanced Freedom of Information and EIR

Bribery Act 2010

Administering the school fund

Council Income and FD2 procedures

Petty cash for educational establishments

Emails and letter writing

Introduction to minute taking

Complaint handling course

Corporate Identity Guidelines

Equality and Diversity

Customer Care

Hate crime and awareness





References

References available upon request.

Timeline

CIPD Level 3 - HR People Practice

ICS LEARN
10.2024 -

Clerical assistant

Glasgow City Council
08.2021 - Current

Customer Assistant- Customer Service Desk/ Cash Office

Tesco Plc.
04.2018 - 08.2025

Customer Assistant- Mobile

Tesco Mobile
06.2016 - 04.2017

Packing And Quality Control Assistant-Bakery

Tesco Plc
05.2008 - 06.2016

Higher- C - Dance Practice

Drumchapel High School

Higher- C - English

Drumchapel High School

Intermediate 2- B - Mathematics

Drumchapel High School

Standard Grade- 1 - Art And Design

Drumchapel High School

Standard Grade- 1 - Business Management

Drumchapel High School

Standard Grade- 1 - Craft And Design

Drumchapel High School

Standard Grade- 1 - Biology

Drumchapel High School

Standard Grade- 2 - English

Drumchapel High School

Higher- C - Business Management

Drumchapel High School

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Danielle Smith