KIM SCALES

Account management for heating and plumbing services for A2 Dominion tenants.

Coordinate annual gas servicing appointments with tenants

Schedule plant room checks, maintaining adherence to compliance

Call-out management, including booking appointments, ordering parts and invoicing for completed work.

Organise engineer diary and logistics to optimise workflow efficiency.

Handle telephone calls and emails, providing responsive customer support.

Utilise Microsoft Excel for data management and reporting purposes.

Serving as first aider, ensuring workplace health and safety compliance is met

Handle customer concerns and complaints to resolve issues and build loyalty.

Generate KPI reports to illustrate overall performance.

Handle customer concerns and complaints to resolve issues and build loyalty.

Balance multiple tasks simultaneously – ensuring completion within set time frames.

Managed contractor accounts and processed contract orders from enquiry to delivery.

Provided accurate quotations to meet client specifications.

Checked stock availability to ensure deadlines were consistently met.

Resolved customer queries efficiently, enhancing satisfaction.

Performed data entry to maintain updated records in CRM management.

• Booked new service or repair jobs onto system.
• Contacted customers to inform them of service costs.
• Ordered and replenished stock via purchase ledger.
• Received stock on purchasing system.
• Prioritised workload to enhance efficiency.
• Answered client queries through telephone and email.
• Reported weekly updates to Service Manager.

• Answered switchboard professionally, directing callers to appropriate individuals or departments.
• Reserved conference rooms and equipment using Meeting Room Manager program.
• Updated daily work job sheet with completed and pending tasks in collaboration with facilities manager.
• Handled high volume inbound calls, ensuring prompt attention.
• Coped calmly and effectively with routine and urgent calls.

• Answered telephone calls, emails, and social media inquiries promptly.
• Executed data entry for new orders and amendments in EKM system.
• Processed customer orders and returns, issuing credits and refunds as necessary.
• Resolved complaints and addressed customer issues effectively.
• Managed stock control, replenishing inventory and notifying customers of delays daily.
• Arranged deliveries for customer orders via Royal Mail or courier service.
• Maintained high levels of customer service consistently.
• Marketed company products and promotions on social media platforms.

• Data entry for new claims submitted by Insurance companies.
• Conducted follow-up calls with clients post-road traffic accidents to collect personal injury claim details.
• Utilised CRM system to manage client information and interactions.
• Allocated claims to suitable solicitors based on case requirements.
• Handled telephone and email inquiries efficiently.
• Prioritised workload to ensure timely responses and service delivery.
• Assisted post room with administrative duties, ensuring safe arrival of post and document management.
• Pursued outstanding payments from Third party Insurance companies through verbal and written communication.

• Served drinks to guests in bar, ensuring high levels of customer satisfaction.
  Gained valuable experience during brief tenure at hotel following birth of first son.
  Transitioned to more permanent employment after concluding short-term role.

• Answered telephone calls to address client inquiries regarding travel insurance.
• Provided travel insurance quotations tailored to client needs.
• Issued travel policies efficiently, ensuring compliance with regulations.
• Maintained accurate filing systems for client documentation.
• Cultivated strong relationships with clients to enhance service satisfaction.
• Utilised Excel for data management and reporting tasks.
• Managed policy renewals to ensure continuous coverage.

• My role was as a filing clerk/administrator in a busy insurance broker. There were no computers at the time only for quotations, so everything was done manually. My role included:
• Clients’ files were up-to-date and in good order
• Amendments to polices were actioned
• Renewals were actioned
• Provide credit notes to accounts department
• Filing
• Post

• Completed NVQ in hairdressing at BCOT.
  Served as junior stylist in salon environment.
  Gained practical experience in hairdressing techniques and customer service.
  Departed role due to skin condition related to hair products.