Summary
Overview
Work history
Education
Timeline
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Juanita Fox

Dunfermline,Fife

Summary

Creative and innovative professional with strong administrative background. Proactive and resourceful team player, committed to improving efficiency and productivity of administrative team. Experienced in training and mentoring staff in variety of common tasks and projects.

Overview

19
19
years of professional experience
4
4
years of post-secondary education

Work history

Administrator

St Philips Care
Dunfermline, Fife
08.2022 - Current
  • Assist with payroll processing.
  • Edit and format documents for accuracy, clarity, and consistency.
  • Complete right to work checks on overseas staff, ensuring compliance.
  • Support and guide the home manager, deputy managers, and heads of departments.
  • Guiding and educating staff on policies and procedures.
  • Handled sensitive information discreetly, maintaining confidentiality at all times as required by protocol.
  • Compiled essential data into useful spreadsheets.
  • Streamlined office operations by implementing efficient administrative procedures.
  • Answered inbound phone calls, resulting in excellent customer service provided to clients.
  • Provide IT/Technical support.
  • Created interview checklists and ID capturing.
  • Manage protocols for absence management.
  • Conduct interviews and inductions.
  • Managed office supplies inventory, ensuring readiness for all projects at any given time.
  • Processed expense reports, resulting in accurate financial records maintained consistently.
  • Increased efficiency of document retrieval with a well-organised filing system.
  • Took meeting minutes and distributed to core staff for effective inter-office communication.
  • Assisted with employee relations issues, using emotional intelligence and diplomatic communication to resolve grievances.
  • Support and guide relatives.


Customer service advisor

Staysure Travel Insurance
Dunfermline, Fife
01.2022 - 07.2022
  • Improved customer satisfaction by promptly addressing queries and complaints.
  • Strengthened client relationships with clear communication and problem-solving skills.
  • Enhanced brand loyalty, provided excellent service at all times.
  • Resolved pressing customer issues, ensured repeat business.
  • Handled high volume of calls daily for faster issue resolution.
  • Built rapport with clients through empathetic handling of concerns.
  • Logged customer complaints accurately, expedited corrective actions effectively.
  • Responded to difficult situations calmly, gained trust of aggrieved customers.
  • Expressed care, patience and empathy when handling customer interactions for personalised experience.
  • Recorded and processed customer data accurately.

Personal Shopper

Tesco
Dunfermline, Fife
11.2020 - 11.2021
  • Enhanced customer satisfaction by providing personalised shopping services.
  • Worked to timeframes, ensuring customer satisfaction.
  • Ensured best-by dates were adhered to, and the freshest products selected.


Manager/Owner

Harley's Angels Secure Dog Park
Stevenston, North Ayrshire
01.2019 - 07.2020
  • Sought relevant permissions from the local authority to open a secure dog park.
  • Implemented safety policies.
  • Ensured personal details were checked and kept secure.
  • Developed and implamented a customer orientated strategy.
  • Created a web page with booking facility.
  • Advertised locally and online.
  • Offered a variety of services increasing revenue and customer loyalty.
  • Ensured customer satifaction offering a safe, secure place for dogs and owners
  • Conducted group exercises to enhance socialisation skills in dogs under supervision.
  • Organised recreational games, providing stimulating experiences for all breeds and sizes of dogs.
  • Maintained safe, welcoming environments to make dogs feel calm and relaxed.
  • Trained in animal first aid to provide emergency assistance.

Customer Service Advisor

Sky
Dunfermline, Fife
08.2005 - 09.2018
  • Improved customer satisfaction by promptly addressing queries and complaints.
  • Strengthened client relationships with clear communication and problem-solving skills.
  • Managed complex customer issues to successful resolution.
  • Enhanced brand loyalty, provided excellent service at all times.
  • Resolved pressing customer issues, ensured repeat business.
  • Handled high volume of calls daily for faster issue resolution.
  • Built rapport with clients through empathetic handling of concerns.
  • Assisted customers in product selection to boost sales.
  • Participated in conflict resolution sessions for better team cooperation.
  • Logged customer complaints accurately, expedited corrective actions effectively.
  • Coordinated with other teams to resolve multi-faceted client problems swiftly.
  • Guided customers through troubleshooting process with patience and clarity.
  • Provided detailed information about products and services to potential customers.
  • Monitored team's adherence to company policies, promoted a collaborative work environment.
  • Responded to difficult situations calmly, gained trust of aggrieved customers.
  • Optimised resource allocation during peak hours, prevented long wait times for callers.
  • Expressed care, patience and empathy when handling customer interactions for personalised experience.
  • Recorded and processed customer data accurately.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Investigated customer issues to find acceptable conclusion and prevent recurrence.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Established positive relationships with clients by going extra mile to build rapport.
  • Exceeded KPI targets when providing customer support via phone, email and chat.
  • Participated in staff meetings to discuss new developments.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Employed active listening and product expertise to successfully resolve inbound queries.
  • Floor walked offering support to staff navigating the vaious sytems.
  • Worked within a variety of departments gaining experience and knowledge.
  • Encouraged team sales and bonding with incentives.
  • Achieved NVQ level 3 in customer service (2008)

Education

Queen Anne High School
Dunfermline, Fife
08.1985 - 05.1989

Timeline

Administrator

St Philips Care
08.2022 - Current

Customer service advisor

Staysure Travel Insurance
01.2022 - 07.2022

Personal Shopper

Tesco
11.2020 - 11.2021

Manager/Owner

Harley's Angels Secure Dog Park
01.2019 - 07.2020

Customer Service Advisor

Sky
08.2005 - 09.2018

Queen Anne High School
08.1985 - 05.1989

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Juanita Fox