Summary
Overview
Work history
Education
Skills
Timeline
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Holly Wolter

London

Summary

Dynamic and highly organised professional with over 10 years of experience in front-of-house operations, customer service, and facilities coordination within the higher education and corporate sectors. Proven ability to manage high-pressure environments with calm efficiency, acting as the key liaison between internal stakeholders, executive teams, and service departments. Skilled in supervising small teams, handling complex enquiries, and ensuring seamless service delivery for both daily operations and high-profile events. Known for exceptional communication skills, attention to detail, and a proactive approach to problem-solving. Brings in-depth knowledge of UCL systems and student-facing services, with a strong commitment to upholding professional and welcoming reception standards.

Overview

5
5
years of professional experience
2
2
years of post-secondary education

Work history

Facilities Helpdesk Coordinator

Rapport for WTW (WillisTowersWatson)
London
02.2025 - Current


  • Act as the central coordination point between executive PAs and internal service teams (e.g. catering, maintenance, room bookings), ensuring seamless support for high-level client meetings and events.
  • Manage a high volume of email, phone, and portal-based requests, consistently delivering responsive, customer-focused solutions under pressure.
  • Anticipate and resolve potential service issues through proactive planning and communication with stakeholders across multiple departments.
  • Oversee meeting room availability, catering delivery, and service quality, ensuring every detail meets the expectations of senior stakeholders and external clients.
  • Maintain exceptional front-line service standards, often serving as the first point of contact for queries requiring immediate resolution.
  • Thrive in a fast-paced, high-pressure environment where attention to detail and service excellence are essential.

Senior Accommodation Officer

St Mary's University Twickenham
Twickenham, Richmond upon Thames
03.2024 - 10.2024
  • Led a small team responsible for the allocation of university-managed accommodation, overseeing the end-to-end process for thousands of incoming students across multiple sites.
  • Delivered outstanding customer service by responding to high volumes of student and parent enquiries, ensuring sensitive and efficient handling of often time-critical issues.
  • Monitored occupancy, room availability, and allocations via internal systems, ensuring smooth transitions between application cycles, arrivals, and tenancy management.
  • Provided training, guidance, and day-to-day support to team members, contributing to a positive, high-performing office culture.
  • Liaised with other departments including Student Support, Finance, and Facilities to resolve complex queries and ensure a joined-up service experience.
  • Maintained accurate records and allocation data, ensuring compliance with GDPR and institutional policy, while contributing to continuous process improvement.

Accommodation Advisor

UCL
London
10.2020 - 07.2023
  • Delivered front-of-house support in UCL-managed halls of residence, acting as the first point of contact for students, parents, and visitors, both in person and via phone/email.
  • Provided day-to-day administrative support for the accommodation office, including logging maintenance requests, coordinating room inspections, and updating resident records.
  • Handled check-ins, check-outs, and tenancy-related queries, ensuring a smooth and welcoming experience for all residents.
  • Escalated and followed up on maintenance and welfare issues, liaising with Facilities, Security, and Student Support services to ensure prompt resolution.
  • Maintained up-to-date knowledge of accommodation policies, procedures, and building-specific operations to support residents effectively and professionally.
  • Contributed to the safety and quality standards of the residence by monitoring communal spaces, reporting issues, and assisting with emergency or incident response as needed.

Enquiries Officer (Secondment)

UCL
London
02.2022 - 10.2022
  • Served as the first point of contact for all current and prospective students at UCL, delivering responsive, accurate, and student-centred support across email, telephone, and the askUCL platform.
  • Handled a wide range of enquiries including admissions, enrolment, fees, and student records, maintaining a calm and professional approach during high-volume periods.
  • Conducted regular internal audits of enquiry responses and team procedures to ensure service standards were met and exceeded, contributing to continuous service improvement.
  • Collaborated with specialist teams to resolve complex or sensitive queries, acting as a liaison to ensure timely and appropriate outcomes for students.
  • Maintained up-to-date records in compliance with GDPR and institutional policies, and contributed to improvements in FAQ/knowledge base content on askUCL.

Education

Certificate of Higher Education - Law with International Relations

London Metropolitan University
London
10.2015 - 06.2017

State Exam - Languages

Collegio Gallio
Italy

Skills


  • Multilingual: Spanish, Italian, French
  • Excellent verbal and written communication – essential for dealing with students, staff, and external visitors
  • Front-of-house professionalism – first impressions count; highlight your experience representing the company
  • Problem-solving under pressure – calmly handling unexpected issues or complaints
  • Empathy and active listening – to support student and visitor needs with understanding and diplomacy
  • Reception and building management – managing a physical space, handling bookings, key logs, incident reporting, etc
  • Room scheduling & event support – matching their need for someone who can support academic and event spaces
  • Multi-channel communication coordination – emails, phone, portals (eg, askUCL), university related sofware (SID, StarRez)

Timeline

Facilities Helpdesk Coordinator

Rapport for WTW (WillisTowersWatson)
02.2025 - Current

Senior Accommodation Officer

St Mary's University Twickenham
03.2024 - 10.2024

Enquiries Officer (Secondment)

UCL
02.2022 - 10.2022

Accommodation Advisor

UCL
10.2020 - 07.2023

Certificate of Higher Education - Law with International Relations

London Metropolitan University
10.2015 - 06.2017

State Exam - Languages

Collegio Gallio

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