Frances Donne

In the 15 years that I have been with Welsh Water I have had a varied job description, from administrative and clerical duties to scheduling inspectors' daily work. I started originally updating the new Sap system with data from the old CRM system and then from there I was employed to arrange appointments with customers and schedule the weekly workload out to the Inspectors.

My roles included:

Dealing with Customer queries and complaints via the general email inbox

Hiring out standpipes for use at festivals or for builders,

• Managed organisational resources to support administrative and operational needs while adhering to budget guidelines.
• Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
• Supervised supply purchases, management and tracking in line with budgetary requirements.
• Prepared statements detailing operational detail and key performance indicators.
• Directed daily operation of [Type] business and flexed with changing demands to consistently meet objectives.
• Compiled information and produced graphs to assist with financial reporting and budgetary management.
• Oversaw work of administrative staff supporting [Type] operations and facilitated key cross-functional collaboration.
• Streamlined order processing workflows, reducing errors and enhancing overall efficiency.
• Assisted in budget preparation and cost analysis, contributing to financial planning and control measures.
• Collaborated with IT department to upgrade distribution software, improving data accuracy and operational speed.
• Managed client communications by answering phones and corresponding through email.
• Administered physical and digital filing systems, keeping records well-organised and easily retrievable for team members.
• Supported managers with proactive, efficient clerical support to maintain smooth-running operations.
• Managed client correspondence, order tracking and data communications.
• Scheduled appointments and maintained master calendar.
• Conducted comprehensive database management, ensuring accurate and up-to-date records for efficient information retrieval.
• Liaised with customers, addressed enquiries, handled meeting requests and answered billing questions to provide outstanding customer care.
• Monitored staff performance and developed improvement plans.
• Administered payroll processing, including calculating hours, processing expenses, and issuing payments, to ensure timely compensation.
• Managed CRM system to maintain prompt customer response rates and consistent communications.