Gillian Hill
Edinburgh
Summary
Dedicated administrator with expertise in customer service, CRM database management, and process coordination. Efficiently manages high volumes of enquiries while ensuring accurate record-keeping and delivering professional support to diverse customers and stakeholders. Committed to enhancing customer satisfaction and fostering collaborative team environments.
Overview
35
35
years of professional experience
7
7
years of post-secondary education
Work history
Events Manager
Dynamic Earth Enterprises Limited / Company of Cooks
Edinburgh
05.1999 - Current
- Coordinate and manage complex administrative processes from initial enquiry to event completion, managing multiple priorities simultaneously
- Managed and processed high volumes of client enquiries and bookings, ensuring accurate recording and effective follow-up via CRM system to enhance client satisfaction.
- Act as primary point of contact for clients providing advice and information on a wide variety of enquiries
- Work collaboratively with multiple internal departments and external partners to deliver successful outcomes
- Attend exhibitions and industry events to promote the venue
- Led post-event evaluation, improving future performance.
- Organise and facilitate weeks' planning meetings with internal stakeholders to ensure effective communication and service delivery
- Produce written planning documents, operational records and reports with high attention to detail
- Maintain detailed client records ensuring information is processed accurately and in line with departmental procedures
- Conducted regular audits of client journey and administrative processes to identify and implement improvements for enhanced service delivery.
- Prepare financial reports, KPI information and performance date for management review
Events Coordinator
Balmoral Hotel
Edinburgh
04.1998 - 05.1999
- Coordinated corporate and social events from enquiry through to delivery, ensuring excellent customer service and stakeholder communication
Event Coordinator
Norton House Hotel
11.1996 - 04.1998
- Managed event administration, client communication and venue bookings while supporting Event Manager and liaising with internal departments
Registered Nurse
BUPA Nursing
Edinburgh
11.1991 - 10.1992
- Delivered nursing care across diverse NHS hospital wards, swiftly adapting to varying clinical environments and collaborating effectively with multidisciplinary teams.
Education
Hospitality Management -
Edinburgh Napier University
Edinburgh 09.1992 - 05.1996
Registered General Nurse -
Lothian College of Nursing and Midwifery
08.1988 - 10.1991
Skills
Advanced user if CRM and booking databases including Delphi, CABS and Eventworks
Event budgeting
Experienced in maintaining accurate records, data entry and reporting
Proficient in Microsoft Word, Excel, PowerPoint and Outlook
Decision-Making competence
Efficient prioritisation
Accomplishments
- Green Meeting Award Recognised necessity and led application for Green Meeting Award through the Green Tourism Sustainability Accreditation Scheme. Leading to Green Meetings, Gold Awards for Dynamic Earth.
- Creation of Customer Journey Audit to ensure quality and consistency in administration and delivery if events in venue
- Financial Year 2023-2024 – Exceeded events annual financial target by 30%
References
References available upon request.
Timeline
Events Manager
Dynamic Earth Enterprises Limited / Company of Cooks
05.1999 - Current
Events Coordinator
Balmoral Hotel
04.1998 - 05.1999
Event Coordinator
Norton House Hotel
11.1996 - 04.1998
Hospitality Management -
Edinburgh Napier University
09.1992 - 05.1996
Registered Nurse
BUPA Nursing
11.1991 - 10.1992
Registered General Nurse -
Lothian College of Nursing and Midwifery
08.1988 - 10.1991