Heather Skelly
Pontyclun
Summary
A diligent, organised worker with a good intuition and excellent communication skills. Adapts well to problem solving will seek to provide a bespoke strategy or solution in all cases. Driven and looking to make a difference in a suitable role.
Overview
17
17
years of professional experience
Work History
Customer Care Coordinator
Persimmon Homes
, Rhondda Cynon Taf
03.2025 - Current
- Used an empathetic and friendly tone when dealing with customer issues and complaints, helping to defuse conflicts and maintain customer satisfaction.
- Worked towards maintaining strong KPI measures by actively listening and helping customers and ensuring high customer satisfaction
- Participated in regular team meetings to discuss performance metrics, set goals, and address customer service challenges.
- Spoke with customers via email, telephone & face to face to discuss issues
- Worked towards resolving customer complaints with empathy and professionalism, leading to increased satisfaction and loyalty.
- Collaborated and knowledge shared with colleagues to resolve customer queries as a team.
Business Support Co-Ordinator
Pobl Group
Swansea
08.2019 - Current
- Maintain and update organisational charts, directories, and contact lists, ensuring accurate and current information.
- Coordinate and schedule meetings, conferences and appointments, ensuring timely and accurate communication with participants.
- Assist with the management of a Sub-Contractor Framework, arranging meetings, note taking and being point of contact.
- Training on systems for Sub-Contractors as well as in-house engineers.
- General overall system support inc system updates, change communication and creating best business practice changes.
- Line Management responsibilities.
- Fleet Co-Ordination of over 150 vehicles, the scheduling of MOTs, repairs and tracker reports.
- Creating reports for customer feedback, collating data, creating action lists and feeding back to supervisors.
Clerical Assistant
Swansea University
Swansea
02.2016 - 08.2019
- Helped to maintain a portfolio of over 200 HMO Student Accommodation properties within the Swansea area.
- Logged maintenance issues and assigned trades to carry out repairs.
- Maintained a spreadsheet of Gas & Electrical Certificates & organised the renewal when out of date.
- Assisted and coordinated property viewings whilst also finding rooms for students in need.
- Assisted in Summer Time turn-around, managing the return & recording of keys, scheduling cleaners & dealing with damages/charges.
- Created and maintained a social media presence for the agency.
- Re-Wrote and designed the update of the accommodation website to make it more modern and appealing to a younger audience.
- Took part in University Open Days to showcase the accommodation options.
Receptionist
Premier Inn
Swansea
05.2009 - 02.2016
- Provided a warm welcome to guests checking into the hotel, assisted with queries and displayed pleasant and professional voice and demeanor, positively representing organisation.
- Complied with privacy and confidentiality policies when communicating with callers and guests.
- Handled cash and credit card payments with accuracy.
- Handled frequent work process interruptions with flexibility and poise.
- Provided a bespoke experience whilst working to and maintaining strict brand standards of the company.
- Assisting guests with their needs and ensuring the guest journey was exemplary from start to finish.
- Creating Rota's and carrying out payroll duties.
Education
Y Pant Comprehensive
PontyclunSkills
- Customer relationship management
- Effective communication
- Scheduling and planning
- Team collaboration
- Minute-taking
- Document management
- Process improvement
- Marketing support
- Microsoft office
- Social media and networks
- Supply coordination
- Creative thinking
Custom
References available upon request
Timeline
Customer Care Coordinator
Persimmon Homes
03.2025 - Current
Business Support Co-Ordinator
Pobl Group
08.2019 - Current
Clerical Assistant
Swansea University
02.2016 - 08.2019
Receptionist
Premier Inn
05.2009 - 02.2016
Y Pant Comprehensive