Eloise Gould
Partridge Green,West Sussex
Summary
Highly organized and proactive Administrative Professional with extensive experience in customer service, system management, and project coordination. Adept at handling administrative tasks, troubleshooting software issues, and streamlining processes to improve efficiency. Strong ability to multitask, manage stakeholder relationships, and support team operations through excellent communication and problem-solving skills. Proven track record in data management, reporting, and system improvements, ensuring smooth business operations. Seeking a role in Administration, Secretarial, or PA support with the aim of leveraging strong organisational skills to enhance productivity and operational efficiency.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Applications and Solutions Analyst
SES Water
Redhill, Surrey
03.2023 - 03.2025
- Provided administrative and technical support, managing user accounts, system access, and security settings.
- Led system troubleshooting efforts, diagnosing and resolving software and access issues efficiently.
- Maintained and updated internal databases, ensuring data accuracy and compliance with company policies.
- Assisted in the deployment of new software solutions, collaborating with developers and stakeholders to ensure successful rollouts.
- Designed and maintained technical documentation and training materials for end-users.
- Acted as the primary contact for ticket management, resolving over 150+ system-related queries per month.
- Created and analyzed reports and dashboards to assess system performance and user activity.
- Supported business continuity planning, ensuring systems remained operational during critical transitions.
Affordability and Debt Collections Advisor
SES Water
Redhill, Surrey
07.2019 - 03.2023
- Managed customer affordability assessments, processing applications and ensuring eligibility compliance.
- Handled sensitive customer interactions, providing guidance on debt repayment options while maintaining high service standards.
- Developed and implemented process improvements, reducing administrative inefficiencies and enhancing customer experience.
- Led a Salesforce implementation project, developing over 30 email templates, conducting system testing, and training staff on the new workflow.
- Created and maintained performance tracking reports, identifying trends and optimizing workload distribution.
- Spearheaded a customer discount scheme review, removing ineligible participants and increasing annual revenue by £400K.
- Assisted in policy development, ensuring compliance with industry regulations and internal standards.
- Led overseas training initiatives, traveling to South Africa to train a team of 25 on system processes, debt collection strategies, and customer engagement.
- Developed automated document templates to enhance efficiency and reduce manual data entry errors.
- Played a key role in escalation handling, resolving complex cases and liaising with senior management to implement solutions.
Nursery Assistant
Monty's Day-care Nursery
Edenbridge, England
11.2018 - 07.2019
- Assisted in daily operations and administrative duties, ensuring a safe and engaging environment for children.
- Maintained records, scheduled activities, and liaised with parents to ensure smooth communication and planning.
- Developed and implemented activity plans based on EYFS guidelines, supporting children's early learning and development.
- Gained confidence in customer service and conflict resolution, regularly speaking with parents and handling sensitive discussions.
- Collaborated with other nursery staffs to ensure efficient day-to-day operations.
Nursery Assistant
Kid Co Ltd
Horley, England
07.2015 - 11.2018
- Provided comprehensive childcare support, ensuring the well-being and development of children in accordance with EYFS guidelines.
- Assisted with daily administrative duties, including updating children's records and maintaining communication logs.
- Designed and facilitated engaging educational activities, fostering social and cognitive development.
- Maintained strict hygiene and safety standards, ensuring a safe environment for children at all times.
- Communicated effectively with parents and guardians regarding children's progress, milestones, and concerns.
Cattery Assistant
Glennwood Cattery
Felbridge, West Sussex
10.2010 - 06.2015
- Managed administrative and customer service duties, handling bookings, payments, and record-keeping.
- Maintained detailed logs and provided excellent customer service to pet owners.
- Assisted in daily care routines, ensuring a high standard of hygiene and well-being for the animals.
Education
NVQ - Child Care
Crawley College
Crawley, West Sussex2017
GCSE -
Imberhorne School
East Grinstead, West Sussex2014
Skills
Administrative Support & Organization – Skilled in managing schedules, coordinating meetings, and handling correspondence to maintain smooth office operations
Diary & Schedule Management – Experienced in overseeing executive calendars, booking appointments, and prioritizing tasks for maximum efficiency
Customer Service & Communication – Strong interpersonal skills to liaise effectively with clients, stakeholders, and internal teams
Document & Data Management – Proficient in record-keeping, data entry, and preparing reports using Microsoft Office tools such as Word, Excel, and Outlook
Problem-Solving & Troubleshooting – Adept at identifying inefficiencies, resolving issues, and supporting process improvements
Project Coordination & Reporting – Skilled in tracking project progress, creating dashboards, and ensuring timely updates and reporting
Time Management & Prioritization – Able to handle multiple responsibilities, meet deadlines, and maintain workflow efficiency
Attention to Detail & Accuracy – Committed to delivering high standards in documentation, data handling, and reporting
Certification
- Full Clean UK driver's licence held since January 2016.
iHasco:
- GDPR UK Essentials Course
- Display Screen Equipment Course
- Neurodiversity Awareness Course
- Disability Awareness Inclusion Course
- Autism Awareness Course
- Emergency First Aid at Work Refresher Course
- Coronavirus Awareness Course
- Managing Anxiety Course
- Unconscious Bias for Employees Course
- Stress Awareness Course
- Mental Health Awareness Course
- Conflict Resolution Course
Linked In Learning
- Body Language Secrets for Powerful Presentations Course
- Autism in the Workplace Course
- Strategies for Female Empowerment Course
- Excel Desktop Microsoft 365 Course
- Self Compassion The Proven Power of Being Kind to Yourself
- Strategies to Boost Creativity and Productivity Course
- Building Better Relationships through Listening and Validation
- Build Stronger Work Relationships Course
- Diversity Equity Inclusion and Belonging Course
- Using Gender Inclusive Language Course
- Supporting Workers with Disabilities Course
- Becoming an Ally to All Course
- Understanding and Supporting LGBTQ Employees Course
- Salesforce for Admins Certificate
- Unconscious Bias Course
Reference's
Available upon request.
Timeline
Applications and Solutions Analyst
SES Water
03.2023 - 03.2025
Affordability and Debt Collections Advisor
SES Water
07.2019 - 03.2023
Nursery Assistant
Monty's Day-care Nursery
11.2018 - 07.2019
Nursery Assistant
Kid Co Ltd
07.2015 - 11.2018
Cattery Assistant
Glennwood Cattery
10.2010 - 06.2015
NVQ - Child Care
Crawley College
GCSE -
Imberhorne School
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