Jennifer Bain
Wishaw
Summary
Experienced project support officer expertise in project administration, stakeholder communication, and resource scheduling. Proficient in tools such as MS Project, MS Teams, Jira, Confluence, and Oracle financing systems, with a strong track record in document management, risk tracking, and finance timesheet coordination. Adept at analytical problem-solving and time management to ensure seamless project execution and delivery.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Project Support Officer
SAAS - Student Awards Agency Scotland
Edinburgh, Scotland
05.2023 - 02.2025
- Assisted in planning, execution, and monitoring of projects to ensure timely delivery within scope and budget.
- Managed project documentation, reports, and correspondence, maintaining accurate records, and ensuring strict version control utilising eRDM.
- Set up and managed project meetings, preparing agendas, taking minutes, and ensuring follow-up on action points.
- Successfully collaborated with internal and external stakeholders to ensure clear communication and address project requirements.
- Identified potential risks or issues, maintaining logs, and escalating concerns to project managers when necessary.
- Ensured projects adhered to organizational policies, procedures, and regulatory requirements.
- Effectively assisted with the use of project management tools and systems, ensuring teams were trained and supported.
- Efficiently managed incoming invoices by recording, verifying, and processing them for payment, leveraging the Oracle financing system.
- Increased team productivity with proactive task delegation.
- Assisted in risk assessment to mitigate potential issues.
- Supported project leads for successful completion of projects within deadlines.
- Coordinated meeting schedules, resulting in better time management.
- Managed schedule conflicts efficiently ensuring smooth running of the project.
- Facilitated training sessions for new team members, increasing their competency levels quickly.
Caseworker
SAAS - Student Awards Agency Scotland
07.2019 - 05.2023
- Managed a diverse caseload, completing over 30 cases a day, providing guidance and support to students regarding their financial aid applications.
- Ensured compliance with agency policies, processed applications efficiently, and resolved any issues or queries.
- Adopted strong communication skills, attention to detail, and the ability to work collaboratively with both students and colleagues to ensure timely and accurate award disbursements.
- Responsible for the assessment of applications and eligibility of students, ensuring data protection principles are followed.
- Kept abreast of all operational policy and procedural updates, and raising any errors or gaps in guidance through appropriate channels.
- Explained processes and options clearly to students and stakeholders, and understanding their challenges.
- Maintained accurate and up-to-date records, cleansing data, and ensuring data integrity.
- Guided students through completing the SAAS application form and navigating challenges related to their education and finances.
- Attended regular training and supervision workshops for improved service user support.
Customer Service Advisor
British Gas
09.2005 - 07.2019
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Managed and resolved customer complaints efficiently, ensuring a satisfactory outcome and maintaining customer trust.
- Recorded information about inquiries and complaints within internal database.
- Transitioned to a Technical Helpdesk role to offer tailored technical support for hardware related to topping up gas and electricity meters online.
- Adapted to various communication channels to meet customer preferences, contributing to a culture of continuous improvement.
- Provided technical support for energy technologies, including smart meters and central heating systems.
- Diagnosed and resolved technical issues efficiently, ensuring minimal disruption to customers.
- Communicated effectively with customers to understand their issues and provide clear, step-by-step solutions.
- Maintained accurate records of customer interactions and technical issues.
- Collaborated with other departments to ensure comprehensive support and resolution of customer issues
- Stayed updated with the latest technologies and products to provide informed support and advice.
- Received 'Hero in a Headset' award for delivering excellent customer service and attended the British Gas rewards ceremony in Birmingham in 2018.
- Played a pivotal role in introducing and developing the web chat system, providing customers with alternative methods to resolve inquiries.
- Consistently achieved top team KPI targets for 10 months in a row and won 'Shining Star of the Month' award for exceptional customer service.
- Created and designed a working instructions guide used by mentors to train new staff joining the Specialist Helpdesk.
Education
Standard Grade Qualifications - Music, English, Business Studies, History, Chemistry, Biology, Maths, Media Studies
St. Augustine's RC High School
Edinburgh 08.2000 - 08.2005
Skills
- Project coordination and administration
- Stakeholder communication and liaison
- Document management and reporting
- Risk and issue tracking
- Resource allocation and scheduling
- Proficiency in MS Project
- Proficiency in MS Teams
- Proficiency in Jira
- Proficiency in Confluence
- Proficiency in Oracle financing system
- Co-ordination of finance timesheets
- Strong analytical and problem-solving skills
- Time-management
Certification
Prince2 Foundation Certification, Currently working towards
Accomplishments
I Successfully coordinated the signing of the Call-Off Contract for the Cloud Migration Project between SAAS and their preferred bidder for a multi-million fixed-price contract, which involved complex negotiations and multiple internal approvals which I helped facilitate.
I am a fully Registered Information Management Support Officer (IMSO), serving as the primary point of contact in my business area for records management enquiries and the use of the eRDM system. Additionally, I hold enhanced permissions on eRDM to assist with the management of information within my division.
I am a Certified Preparer on Oracle Finance with extensive expertise in finance management, setting up purchase orders and receipting invoices. Additionally, I have developed comprehensive step-by-step guides on how to receipt and return invoices, as well as instructions for setting up purchase orders.
Timeline
Project Support Officer
SAAS - Student Awards Agency Scotland
05.2023 - 02.2025
Caseworker
SAAS - Student Awards Agency Scotland
07.2019 - 05.2023
Customer Service Advisor
British Gas
09.2005 - 07.2019
Standard Grade Qualifications - Music, English, Business Studies, History, Chemistry, Biology, Maths, Media Studies
St. Augustine's RC High School
08.2000 - 08.2005
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