Elena Cook
West Ewell,UK
Summary
A highly skilled professional with expertise in customer relationship management systems, multi-tasking capability, and accounting team management. Demonstrates strategic thinking and advanced analytical capabilities to drive business success. Committed to leveraging skills to achieve organisational goals and enhance operational efficiency.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Veco Project Delivery & Support Team Leader
Eurolink Technology
Leatherhead, Surrey
01.2015 - 04.2025
- Skilfully diagnose and resolve technical issues using various methods, including running SQL queries, progressing from First to Second Line Support within two years
- Utilise advanced communication and negotiation skills to build and maintain strong relations with customer base; Assist clients with accounts queries
- Successfully implement individual and team projects for a variety of products
- Manage my teams’ projects and ensure that deadlines are being met
- Delegated tasks to team members, enhanced productivity.
- Updated databases regularly for accurate record keeping and tracking of cases.
- Improved team efficiency by implementing new support protocols.
- Streamlined communication channels to improve information flow across the team.
- Developed customer service strategies, resulted in positive feedback.
- Provided comprehensive onboarding experiences to newly hired staff members, facilitated their rapid integration into the existing team structure and culture.
- Established key performance indicators, monitored progress regularly.
- Implemented quality control measures, ensured high standard of customer care was maintained consistently.
- Managed multiple customer queries daily for improved service delivery.
- Investigated and resolved escalated customer complaints to ensure satisfaction and retention.
- Collaborated closely with other departments for streamlined operations and better understanding of product delivery.
- Investigated and diagnosed customer's technical and product queries.
- Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
- Developed comprehensive project plans for successful execution and delivery.
- Led cross-functional teams to achieve project goals on time.
- Delivered high-quality results whilst adhering to strict deadlines and budget constraints.
- Delivered products and services in line with agreed arrangements and contracts.
- Enhanced project efficiency by streamlining communication channels.
- Identified potential risks impacting the delivery of a project within the allocated timeframe.
Branch Coordinator
Direct Residential
Epsom, Surrey
01.2014 - 01.2015
- Expertly led tenancy operations, including processing applications, arranging and attending property viewings, producing and negotiating contracts and responding to maintenance requests
- Updated website listings and property portals to maximise public awareness of services
- Managed client relationships, resulting in repeat business and referrals.
- Negotiated rental agreements, securing favourable terms for both parties involved.
- Organised property viewings to expedite the letting process.
- Provided top-level customer service by patiently addressing inquiries from both landlords and tenants.
- Handled administrative tasks efficiently, providing more time for customer interactions.
Accounts Manager
Greenfield Estate Agents
Surbiton
01.2011 - 01.2013
- Processed rental payments from tenants to landlords via bank transfers or cheques to help ensure efficient financial operations; Diligently maintained accounts of all letting’s contracts and administration fees due each month and provided deposit to the agency’s office bank account; Contributed to fiscal stability by reporting on ability to achieve targets
- Exercised patience and empathy to arrange for payment from tenants who were in arrears due to unforeseen circumstances; Negotiated with tenants regarding deposit returns and reimbursements due to dissatisfaction with property conditions
- Attended court hearings on behalf of clients and provided evidence supporting eviction where appropriate
- Advised overseas landlords regarding taxation laws and submitted their yearly tax documents
- Participated in managers’ monthly meetings to provide input on new policies and suggest areas for improvement
- Advanced professional development through coursework in Residential Lettings and Client Accounting, Letting and Property Management (Part A, Part B, Part C, Part D, Part E) and Deposits and Damage (Part One and Part Two)
- Carried out day-to-day duties accurately and efficiently.
- Conducted bank reconciliations regularly for accurate record keeping.
- Analysed variances in accounts payable, instituted corrective measures when needed.
- Facilitated smooth audits by maintaining thorough financial records.
Customer Coordinator
Revvon Dog Training School
Esher
01.2008 - 01.2011
- Answered customer inquiries via email and telephone and processed bookings with knowledge and professionalism, achieving 80% of sales targets and ensuring customer satisfaction
- Obtained Level Two Certification as a Pet Care Technician, enabling me to provide expert advice to customers regarding how to care for their beloved pets effectively
Volunteer in Human Resources Department
The Logic Group Ltd.
Hampshire
01.2010 - 02.2010
- Expertly processed and secured highly sensitive data while performing an employee audit necessary for the company to pass Data Protection checks and maintain operability
- Utilised advanced analytical and communication skills to assist a diverse employee population with complex HR issues
Personal Assistant
The Language Technology Centre Ltd.
Kingston upon Thames
01.2007 - 01.2008
- Demonstrated excellent organisational and time-management abilities in administering the Managing Director’s busy calendar, in the process, obtaining an excellent understanding of strategic thinking as it relates to business functions
- Performed debt collection and various secretarial duties with extreme attention to detail
Education
Bachelor of Arts - Business Management
Kingston University
Kingston upon Thames 09.2008 - 06.2011
Skills
- Customer relationship management systems
- Multi-Tasking capability
- Accounting team management
- Strategic thinking capabilities
- Advanced analytical capabilities
Timeline
Veco Project Delivery & Support Team Leader
Eurolink Technology
01.2015 - 04.2025
Branch Coordinator
Direct Residential
01.2014 - 01.2015
Accounts Manager
Greenfield Estate Agents
01.2011 - 01.2013
Volunteer in Human Resources Department
The Logic Group Ltd.
01.2010 - 02.2010
Bachelor of Arts - Business Management
Kingston University
09.2008 - 06.2011
Customer Coordinator
Revvon Dog Training School
01.2008 - 01.2011
Personal Assistant
The Language Technology Centre Ltd.
01.2007 - 01.2008
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