Emma Fawcett

Here I worked on a Self Employed basis to offer admin support to a Graphic Design Agency. Some of my duties included designing, running and maintaining our own in house administration system. I took pride in organising and maintaining this. I kept an up to date customer database which also allowed easy access to information about every single job each customer has ever requested from us. This showed detailed information of what the customer requested, prices charged, out going costs of the job to our company, mark up on said services, costings of time and artwork for our designers and this enabled our graphic designers to be able to access all information needed when pricing new jobs or repeat work to our customers. I implemented numerous filing systems to increase office organisation and I paid external invoices to companies we worked closely alongside to ensure our customers received the services they requested and expected. I compiled data for monthly reports providing valuable insights for company decision-making and again using my own self designed system I invoiced customers and helped to ensure their invoices were paid to us on time. I compiled and kept the information needed in order for our accountants to complete the companies tax returns and also the information the self employed workers within the team would need for their personal returns.

In June 2024 the company changed the way in which it operates and unfortunately my role was replaced with automatic computer software which has now left me redundant and without a role within this company going forward.

I hand delivered on foot, a locally produced magazine to over 3000 residential properties in the town on a monthly basis.

I also invoiced the companies who advertised in the magazine and chased overdue payments.

I visited residents in their own homes to advise of a government scheme where people meeting a certain set of criteria were eligible for a new central heating system, loft insulation and/or cavity wall insulation or external wall cladding. If the resident chose to sign up to the scheme I took their personal details and house measurements needed for the work to be carried out and uploaded their information onto the companies site.

I looked after the day to day running of a small telecommunications office. This involved answering calls and emails, ordering stock needed and maintaining stock levels. I was responsible for carrying out large quantities of data entry and ensuring employees had all promotional material needed to set up their pop up shops to inform people of and sell to them our services. In relation to the call centre side of the business I liaised with numerous sub companies who sold on our behalf. I created and maintained databases of information which would ensure our records met legal requirements for things such as data protection and I ensured our sub companies were paid on time and correctly.

I handled both incoming and out going calls to customers who failed to make payment for their mobile phone usage. I took payments, generated payment plans and maintained relationships with the customer to ensure payment plans were adhered to. I took pride in trying to deescalate situations where customers felt they were unfairly dealt with and come up with solutions where their debts could be cleared as efficiently for the company as possible while also trying to ensure there was as little disruption to the customers phone service as possible. I collected the most debt for Vodafone across three large call centre sites for 6 months in a row.

During this time I was also deputy team leader for a team of 12 people. This involved training staff and call monitoring to ensure the best service we could offer would be delivered to the customer. I adhered to strict data protection protocol when dealing with customer information as well as speaking to people in the public eye who would regularly have people trying to access their accounts in order to obtain personal information illegally.

I took incoming calls from existing customers needing any type of account support. This included helping customers set up and register their new devices, explaining bills, taking payments and advising on the newest releases of phone models and upgrading customers where requested.