Heather Wyllie
Saltcoats,Ayrshire
Summary
Skilled Curriculum Administrator with extensive experience in student support and administrative services. Expertise in records management, document control, GDPR compliance, and data protection. Proficient in Microsoft 365 tools for data analysis and reporting. Capable of managing databases, conducting audits, and ensuring compliance with a focus on accuracy and detail.
Overview
22
22
years of professional experience
Work History
Curriculum Administrator
Ayrshire College
Kilmarnock
08.2014 - Current
- Respond effectively to student enquiries, supported student recruitment and enrolment, and contributed to student retention through proactive case management across all curriculum areas.
- Deliver comprehensive administrative support through digital and face-to-face channels to enhance learner journeys for students and curriculum teams.
- Conduct regular meetings with academic staff, fostering a collaborative and supportive teaching environment.
- Organise examination schedules and logistics, ensuring fair and smooth assessment processes.
- Provide pastoral care and academic advising to students, supporting their educational and personal development.
Student Funding Advisor
Ayrshire College
Kilwinning
08.2013 - 08.2014
- Provided tailored advice and administrative support to students during the funding process to enhance their understanding and access to available resources.
- Processed student funding applications and managed payments and attendance records to facilitate timely funding decisions.
- Maintained confidential records while ensuring compliance with funding regulations to uphold institutional integrity.
Customer Support Advisor
Blackbaud Europe
Glasgow
02.2010 - 08.2013
- Delivered customer service to global clients, resolving Blackbaud software issues efficiently.
- Addressed and resolved diverse customer-reported software problems, improving user satisfaction.
- Developed communication, technical support, and problem-solving skills in pressured settings.
- Operated effectively in a fast-paced, high-pressure environment to meet service demands.
- Trained staff at venues on effective use of software features to enhance user proficiency.
- Operated effectively in a fast-paced, high-pressure environment to meet service demands. to meet service demands.
Technical Support and Number Porting Advisor
Three UK
Glasgow
10.2007 - 01.2010
- Managed high-volume customer calls in busy call centre, ensuring timely resolution of issues. Answered bill payment queries, supported internet setup, and resolved service emergencies. Achieved daily and monthly sales and product knowledge targets, contributing to overall team performance. Provided advice to customers regarding their account choices on account options and next steps during calls.
- Resolved client queries and concerns promptly, demonstrating commitment to exceptional customer service.
- Continuously updated professional knowledge through CPD activities, staying ahead of regulatory changes and industry trends.
- Worked closely with junior advisors, mentoring them on best practices and advanced financial planning techniques.
Customer Support
T-Mobile
Greenock
03.2004 - 10.2007
- Managed high-volume customer calls in busy call centre, resolving queries on bill payments, internet setup, and emergencies. Answered queries on bill payments, internet setup, and emergency situations. Achieved daily and monthly sales performance and product knowledge targets, enhancing customer service effectiveness. Guided customers on handset options and facilitated repairs, ensuring customer satisfaction and support.
- Provided customer support by addressing queries regarding equipment maintenance and use.
- Trained new customer support staff, imparting essential skills and company standards for excellence.
- Provided exceptional customer support, resolving queries and complaints with professionalism and patience.
Education
Bachelor of Science - Multimedia Technology
Glasgow Caledonian University
Glasgow01-2001
Microsoft Certified Desktop Support Technician (MCDST) - Merit
Reid Kerr College
Paisley01-1998
Skills
- Records management and document control
- GDPR compliance
- Data protection strategies
- Database management and analysis
- Student engagement
- Reporting and process improvement
- Microsoft 365 proficiency
- Advanced Excel skills
- Word and Outlook expertise
Timeline
Curriculum Administrator
Ayrshire College
08.2014 - Current
Student Funding Advisor
Ayrshire College
08.2013 - 08.2014
Customer Support Advisor
Blackbaud Europe
02.2010 - 08.2013
Technical Support and Number Porting Advisor
Three UK
10.2007 - 01.2010
Customer Support
T-Mobile
03.2004 - 10.2007
Bachelor of Science - Multimedia Technology
Glasgow Caledonian University
Microsoft Certified Desktop Support Technician (MCDST) - Merit
Reid Kerr College