Heather Marie Wilcox
Stratford,Warwickshire
Summary
Highly skilled professional with a strong work ethic and extensive experience in project management, operational planning, and budget control. Demonstrates exceptional relationship-building and negotiation skills. Proactive team player with a high commitment to customer service, recognised for identifying and implementing cost improvements. Adept at workshop organisation and prioritising work progress, with a proven track record of resolving service issues effectively. Experienced user of Microsoft packages including Word and Excel.
Overview
36
36
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Administrator
Oaklands Wealth Management
Sutton Coldfield, West Midlands
11.2018 - Current
- Oversaw database to maintain updated records and accuracy.
- Streamlined office operations by implementing efficient administrative procedures.
- Organised important company meetings, leading to improved communication across departments.
- Assisted clients with daily enquiries and addressed incoming correspondence to maintain timely responses.
- Interacted with customers professionally by phone, email and in-person to deliver accurate service information.
- Monitored inventory needs and worked with procurement team to facilitate supply chain operations.
- Assisted senior administrators to effectively coordinate large-scale events.
- Managed office supply inventory, performing stocktake duties and ordering additional supplies to meet staff needs.
- Answered inbound phone calls, resulting in excellent customer service provided to clients.
- Applied positive customer service approach to increase satisfaction levels.
- Completed duties to deliver on targets with accuracy and efficiency.
- Managed office calendar, set new appointments and assisted with arrangements.
- Showed flexibility in role during peak times to ensure optimal operations.
- Oversaw office supply orders and replenished stock for staff use.
- Greeted guests warmly upon arrival, creating a positive first impression of the organisation..
Administrator
Aesthetics Associates
Sutton Coldfield, United Kingdom
01.2013 - 01.2025
- Company Overview: Aesthetics are a small family run business in Sutton Coldfield
- Responsible for all aspects of office planning including running and controlling financial systems, liaising with internal and external customers and supporting the company director with conducting annual reviews
- Aesthetics are a small family run business in Sutton Coldfield
Operations Manager
Berkeley Berry Birch Group Support Services
01.2006 - 01.2013
- Responsible for managing, investigating and preparing financial files to be presented to the financial service industry
Operations Administrator/Team leader
Berkeley Berry Birch Group Support Services
01.2004 - 01.2006
- Resolved interdepartmental conflicts swiftly, maintaining harmonious work environment.
- Coordinated staff schedules for smooth operations.
- Streamlined office systems by implementing efficient administrative procedures.
- Handled confidential documents carefully to maintain privacy and security.
- Oversaw facility maintenance and allocated needed resources to meet standards.
- Prioritised tasks effectively during high-pressure situations.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Took and distributed meeting minutes
- Worked closely with management to improve operational efficiency.
- Led and managed administrative staff to maintain smooth daily operations.
Administration Support Manager
Berkeley Financial Planning
01.2002 - 01.2004
- Responded to telephone enquiries from clients, product providers and members of public.
- Maintained office supplies inventory for seamless operations.
- Performed general clerical duties as required, contributed to overall operational efficiency.
- Handled incoming calls for staff, answering questions, directing calls and documenting messages.
- Organised travel arrangements to ease the schedule of senior staff members.
- Greeted customers promptly and professionally, providing friendly, knowledgeable assistance.
Team Leader/Account Manager
Berkeley Independent Advisers
01.2001 - 01.2002
- Upskilled team members by planning and delivering training workshops.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Implemented new working methods which improved overall efficiency of the team operations.
- Mediated team decision-making and problem-solving for peaceful resolutions and decision-making.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Prioritised and assigned tasks for strategic and optimised distribution of workloads.
- Led and managed administrative staff to maintain smooth daily operations.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Monitored daily operations whilst reducing operational cost significantly.
Stock Controller
Tesco
01.1996 - 01.2001
- Utilised lean manufacturing principles to reduce waste and improve inventory maintenance.
- Monitored stock movement, swiftly addressing any discrepancies or issues identified.
- Managed stock levels for optimal business performance.
Assistant Underwriter
Omnilife Insurance Cyprus
01.1994 - 01.1996
- Liaised between clients and underwriters, facilitating communication flow.
- Maintained accurate records to uphold regulatory compliance.
- Gathered customer information to assess coverage needs and recommend products.
- Met with customers, agents and brokers to negotiate coverage, price and service delivery.
- Streamlined administrative processes, enhancing operational efficiency.
Supervisor
Scottish Widows Fund
01.1989 - 01.1994
- Provided constructive feedback to staff for improved performance levels.
- Encouraged open dialogue amongst team members, promoted an inclusive work environment.
- Trained new hires and set up mentoring relationships to drive team performance.
- Led team meetings, ensured clear communication amongst all members.
- Managed daily operations to increase productivity.
- Logged daily activities and notable incidents during production shifts.
- Delegated tasks appropriately, achieved balanced workload among team members.
- Conducted performance appraisals with employees for career development discussions.
- Worked closely with management to manage staff levels and allocate resources for busy periods.
- Assisted in the recruitment process for hiring quality staff members.
- Handled high volume calls to address customer inquiries and concerns.
- Applied positive customer service approach to increase satisfaction levels.
- Displayed energy and enthusiasm in fast-paced environment.
Education
O-levels - English Language & Literature
Clitheroe Grammar School for Girls
Clitheroe, Lancashire 01.1976 - 01.1977
GCSE'S - Maths, Biology, Chemistry, Geography, French, History, Home Economics & RE, Economics
Friary Grange Secondary School
01.1977 - 01.1981
O-level - undefined
Tamworth College
01.1981 - 01.1982
Skills
- Relationship-building
- High commitment to customer service
- Excellent customer service abilities
- Proactive team player
- Strong work ethic
- Workshop Organisation
- Project development and budget control
- Negotiation Skills
- Prioritise and monitor work progress
- Recognising unacceptable service from product providers and resolving such matters
- Contracts Negotiation
- Operational planning to ensure efficient operation of office and staff
- Identify and implementing cost improvements
- Project Management from the planning stages to implementation and completion
- Experienced user of Microsoft packages including Word, Excel
Certification
- FPC1 (Financial Planning Certificate)
- FPC2
- Worked closely with the local police by setting up shop watch on Hawthorn Road Kingstanding
- Responsible for organising wedding fairs & events at venues including the Ramada Hotel
- Working as a team player offering high quality management support to staff
Custom
- Visiting foreign countries and cultures
- Meeting people and socializing
- Swimming
- Keep Fit
- Cooking
Affiliations
- Travelling & meeting people
- Walking
Timeline
Administrator
Oaklands Wealth Management
11.2018 - Current
Administrator
Aesthetics Associates
01.2013 - 01.2025
Operations Manager
Berkeley Berry Birch Group Support Services
01.2006 - 01.2013
Operations Administrator/Team leader
Berkeley Berry Birch Group Support Services
01.2004 - 01.2006
Administration Support Manager
Berkeley Financial Planning
01.2002 - 01.2004
Team Leader/Account Manager
Berkeley Independent Advisers
01.2001 - 01.2002
Stock Controller
Tesco
01.1996 - 01.2001
Assistant Underwriter
Omnilife Insurance Cyprus
01.1994 - 01.1996
Supervisor
Scottish Widows Fund
01.1989 - 01.1994
O-level - undefined
Tamworth College
01.1981 - 01.1982
GCSE'S - Maths, Biology, Chemistry, Geography, French, History, Home Economics & RE, Economics
Friary Grange Secondary School
01.1977 - 01.1981
O-levels - English Language & Literature
Clitheroe Grammar School for Girls
01.1976 - 01.1977
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