Kelly Jiggins
Hornchurch ,Essex
Summary
Results-driven professional in customer service and team leadership. Coordinates resolution of complex customer issues, promoting continuous improvement. Drives performance through effective training and process optimisation. Experienced in managing office operations and supporting team members, ensuring efficient day-to-day functions while maintaining confidentiality.
Overview
38
38
years of professional experience
Work History
Administrator
Elite Fire solutions
Basildon , Essex
10.2025 - 08.2026
- Managed daily administrative tasks, including scheduling meetings and organising files, to enhance office efficiency.
- Oversaw day-to-day office operations such as organising correspondence, managing incoming calls and creating business records.
- Administered physical and digital filing systems, keeping records well-organised and easily retrievable for team members.
- Maintained smooth office operations through effective procedure implementation running smoothly and efficiently by implementing procedure and policy improvements.
- Supported managers with proactive, efficient clerical support to maintain smooth-running operations.
- Coordinated and arranged appointments for team members and clients and maintained a master calendar.
- Coordinated communications between various departments to schedule meetings and keep company informed on critical matters.
- Managed client communications by answering phones and corresponding through email.
- Managed client correspondence, order tracking and data communications.
- Delivered high-quality customer service by addressing client enquiries, resolving issues, and maintaining satisfaction levels.
- Liaised directly with customers to meet needs and maintain satisfaction.
- Monitored and controlled office inventory, ensuring adequate supply levels, timely product ordering and efficient management of company resources.
- Completed daily billing, collections and reporting duties.
- Created and organised new files for efficient document storage and assigned tracking numbers.
- Assisted in project management activities, including planning, execution, and monitoring, to meet objectives and deadlines.
Customer Care Team Leader
Barclays Bank plc
Hornchurch , Essex
09.1988 - 07.2024
- Managed team of customer care representatives to deliver exceptional service and support to clients.
- Developed and implemented training programmes for new hires, enhancing team proficiency and customer satisfaction.
- Streamlined customer care workflows, reducing response times and improving customer satisfaction rates.
- Coordinated cross-department efforts to resolve complex customer issues, enhancing resolution speed and efficiency.
- Oversaw the handling of customer complaints, ensuring swift resolution and maintaining company reputation.
- Resolved escalations from customer care members quickly and appropriately to maintain team satisfaction and focus.
- Developed a culture of continuous growth through KPI implementation and regular process reviews.
- Facilitated weekly team meetings to celebrate achievements and collaboratively address customer care challenges.
- Motivated staff to build positive, productive workplaces with excellent satisfaction and retention ratings.
- Scheduled staff rotas to meet peak and seasonal call traffic for efficient, reliable customer care provisions.
- Set up staff development schemes for continued team progression.
- Interviewed and hired staff based on job and team fit.
- Established clear procedures for teamwork, document tracking and data reporting.
- Remained actively involved in day-to-day team activity, leading by example to achieve KPIs.
- Led by example, demonstrating exemplary customer service skills to inspire the team.
- Prepared detailed reports on customer service activities and outcomes for senior management review.
- Kept team in compliance with office policies, safety processes and industry requirements.
- Assigned administrative responsibilities to team members to ensure efficient front-of-house operations.
- Executed clerical tasks, ensuring accurate handling of forms, files, and data entry in a timely manner.
- Maintained up-to-date knowledge of industry best practices in customer service and shared insights with the team.
Brownie Leader
Volunteer
Hornchurch , Essex
02.2011 - 07.2016
- Supported children's personal development and skill acquisition, fostering growth and confidence.
- Organised events, church parades, and camping trips, creating memorable experiences for participants.
- managed activities while maintaining responsibility for health & safety, safeguarding
- Completed relevant training including health & safety, safeguarding and camping & catering
- worked collaboratively with other volunteers to organise and deliver activities
- Assisted in community projects while employed full-time.
Education
GCSEs - English
Central foundation for girls
London01-1987
GCSEs - Mathematics
Central foundation for girls
London01-1986
GCSEs - Geography
Central foundation for girls
London01-1987
GCSEs - Religious education
Central foundation for girls
London01-1987
GCSEs - History
Central foundation for girls
London01-1987
GCSEs - Biology
Central foundation for girls
London01-1987
GCSEs - Chemistry
Central foundation for girls
London01-1987
Skills
- Office administration
- Document management
- Database administration
- Client account management
- Client relationship management
- Customer service
- Invoicing
- Inventory management
- Strategic planning
- Event coordination
- Administrative coordination
- Reporting and documentation
- Maintaining office records
- Time management
- Organisation and prioritisation
- Attention to Detail
- Strategic planning
- Strategic decision-making
- Leadership skills
- Conflict resolution
- Problem solving
- Verbal communication
- Highly organised
- Results-driven
- Vendor relations
- Administrative coordination
Accomplishments
- Operational manager of the year Barclays 2023
- recognised for outstanding performance and contribution to operational management within Barclays
Timeline
Administrator
Elite Fire solutions
10.2025 - 08.2026
Brownie Leader
Volunteer
02.2011 - 07.2016
Customer Care Team Leader
Barclays Bank plc
09.1988 - 07.2024
GCSEs - English
Central foundation for girls
GCSEs - Mathematics
Central foundation for girls
GCSEs - Geography
Central foundation for girls
GCSEs - Religious education
Central foundation for girls
GCSEs - History
Central foundation for girls
GCSEs - Biology
Central foundation for girls
GCSEs - Chemistry
Central foundation for girls