Holly Taylor

● Answering telephone calls and putting these through to the correct department. Booking in MOT appointments over the phone. Creating invoices and taking card/cash payments.

● Greeting Customers who have Vehicles booked in for MOT, Service and repair.

● Creating estimates for jobs and sending these to customers via email.

● Liaising with other Departments to give Customers updates and information to help resolve their queries.

● Managing the Business Ebay account. Listing items to sell, creating invoices and packaging sold items for delivery.

● Managing Facebook. Creating posts and updates regarding the business.

· Key holder, being flexible and covering 2 clinics, liaising with staff and patients alike regarding record keeping and appointments. Ensuring all data input is accurate and detailed.

· Posting events and news on social media platforms.

· Delivering excellent customer service by answering telephone calls within a timely manner. Diary management, rearranging, cancelling, transferring appointments, registering new clients ensuring details are recorded accurately, processing medication prescription orders, dealing with emergency calls as per procedural process.

· Greeting clients for the booking- in process. Weighing dogs. establishing if a patient has an Insurance claim active and ensuring correct payments processed after consultations, dealing with difficult appointments with empathy and understanding but also ensuring all correct process is performed and compliance is met e.g. Euthanasia, proactively talking to clients about the services that we offer that can benefit them. Always striving to improve services and accessibility for both colleagues and clients.

Boss Design (Design and Marketing Administrator)

January 2022 – July 2024

· Processing emails and telephone enquiries in a timely manner

· Raising Purchase and Sales orders

· Checking and receipting Invoices

· Overseeing and organizing furniture exhibitions.

· Arranging furniture to be tested in the UK and United States

· Assisting marketing team to create Environmental, CO2 data and Declare labels for furniture

· Registering and renewing furniture Design applications for the UK and EU

· Keeping the Design and Marketing director’s expenses up to date each month

• Provided valuable support during busy periods, contributing to successful operation under high pressure.
• Upheld confidentiality with sensitive information handling procedures.
• Collaborated with team members in organising company events; enhancing team cohesion and morale building activities.
• Facilitated prompt issue resolution through careful tracking of complaints until they were fully addressed.

· Being flexible and covering 3 clinics, liaising with staff and patients alike regarding record keeping and appointments. Ensuring all data input is accurate and detailed.

· Opening and closing of reception. This includes balancing tills and running cash reports, cleaning down reception and vet consultation rooms, readying daily surgery consent forms and performing post operation calls from the previous day.

· Training new staff on procedures and policy, ensuring performance of process is compliant. Being able to give feedback on where improvement is required.

· Creating new guides to assist staff, also creating a noticeboard with all up-to-date information on where the practice is and where they are aiming to be, giving boosts to colleagues with features on how well they have done. Posting customer compliments and feedback.

· Delivering excellent customer service by answering telephone calls within a timely manner. Diary management, rearranging, cancelling, transferring appointments, registering new clients ensuring all details are recorded accurately, processing medication prescription orders, and dealing with emergency calls as per procedural process.

· Greeting clients for the booking in process. Weighing their dogs and Puppies. Having previously updated with their history, knowing if a patient has an Insurance claim active and ensuring correct payments processed after consultations, dealing with difficult appointments with empathy and understanding but also ensuring all correct process is performed and compliance is met e.g. Euthanasia, proactively talking to clients about the services that we offer that can benefit them. Always striving to improve services and accessibility for both colleagues and clients.

· Assisting Vets in prep area by holding animals correctly for bloods, readying them for surgery or euthanasia and nail clips.

· Managing Vet diaries with all appointments and delivering customer expectations updating them on how their pet is doing after procedures and booking discharge appointments.

· Ordering and putting away stock, checking invoices to orders. Keeping stock up to date, dealing daily with suppliers.

· General cleaning and maintenance of offices, prep areas, and kennels.

· Administration duties include sending medical records to other clinics, dealing with emails, and working through insurance claims and debtor accounts.

Accepted a DWP contract and employed directly through the Department of Work and Pensions doing the below role.

· Deliver excellent customer service by handling telephone queries in a professional manner, negotiating and setting up debt plans, taking card payments securely, investigating, adjusting balances, and actioning refunds on customer accounts.

· I am the team’s Subject Matter Expert and go to train new and existing colleagues. Use skills, experience, and knowledge to support training courses, design desk aids and guides, deliver workshops using Microsoft teams. mentor and coach colleagues in their consolidation for telephony and provide constructive feedback to them and their line managers.

· Ensure that all work in progress is completed, also answering telephone and email queries, Auditors and Relationship managers within SLA's.

· Training and upskilling new and existing team members around our processes. I have also stepped in and supported another department when there has been holiday and sickness.

· In the absence of the team leader, I have stepped up and have helped to manage and organize daily work. Collecting work in progress, distributing activities to be completed and holding morning buzz sessions.

• Constantly deliver a high standard of service by working close with Business, Premier and Mortgage specialists to help with specific customer needs.

• Using iPad and computer systems to locate customer files, update details and deliver relevant prompts to help protect customers and grow business.

• Working on manual and TAU style accurately and efficiency

• Work in the Branch counting house and take on daily activities such as processing, servicing ASC and ATM devices, Ordering and remitting cash, Bullion runs, filling of ATM machines, balancing tills, dealing with business and foreign transactions, balancing and management of Tab, reserve and coin books, balancing of safe cash and coin in a timely and organised manner

• Management of weekly diary, pre calling appointments and using allocated call out time effectively too book in customers.

• Opening new bank accounts using KYC knowledge

• Helping customers identify their Lending and Insurance needs.

• Dealing with complaints professionally, logging these correctly ensuring that the correct procedure is followed.

• Ensured prompt bill generation and collection preventing delays.
• Prioritised tasks during peak hours to ensure smooth operations.
• Adapted quickly to changing schedules ensuring consistent performance.
• Implemented waste reduction practices saving resources and costs.

• Opening and closing of members bar and restaurant

• Maintain a clean and tidy environment.

• Serving of hot and cold drinks and hot and cold food

• Balancing of tills and Stock take

• Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
• Handled appointment scheduling to ensure smooth daily operations.
• Managed phone calls, resulting in effective communication flow within the company.
• Provided valuable support during busy periods, contributing to successful operation under high pressure.