Kirsty Smith
Bathgate,West Lothian
Summary
Skilled professional specializing in organizational skills, written communication, and diary management. Proficient in Microsoft Office Suite and Excel, with a proactive approach to enhancing customer service and technical support. Experienced in creating and delivering presentations, providing training, and ensuring quality assurance through constructive feedback. Multilingual with moderate Afrikaans proficiency and strong English grammar skills for audio transcription and document formatting.
Overview
12
12
years of professional experience
16
16
years of post-secondary education
Work history
Senior Support Manager
SS&C
2022.01 - 2025.08
- Assisted financial advisor offices with transaction processing for client investments and withdrawals.
- Managed multiple cases while ensuring meticulous attention to detail for smooth operations.
- Provided timely corrections for issues, prioritising client satisfaction.
Customer Service Representative
Aegon
2018.01 - 2022.01
- As a customer service representative I work in the Claims department within Aegon; my main task is to process claims and requests from policy holders and Financial Advisers to provide policy information that has been requested. Within this role I have obtained many skills that allow me to perform a number of different work types ranging in scale from small personal enquiries by our customers to large scale business transfers for financial advisors that support our customers. I have progressed within my two years of employment in the company, having risen through the companies progression model.
- Amongst my many duties is the responsibility of not only ensuring my own work is completed, but also the training and support of other co-workers. I have been uniquely tasked with providing training that is normally considered beyond my role in the company to oversee, due to my renowned organization and knowledge of the processes and business model.
- I strive to maintain a high level of performance within my role, consistently delivering in the top percentages of my department for numerous tasks.
Customer Service Advisor
Eastern Motor Company
2016.01 - 2018.01
- Within this role I provided high level of service to premium brand customers by creating ease of business while their vehicles were being serviced or repaired. The key focus was to provide each customer with an individual experience that ensured return to the business while maintaining a consistently high level of service across the board.
- Having to provide support to 10-20 customers per day and having several clients carry over to the next day, or several days depending on the level of repair the vehicle required, organisation and time management were crucial.
- I was able to create several systems to assist in keeping all my client information and open jobs organised. Diary management was an essential skill to be able to manage the work load, tracking new service jobs, existing service jobs, parts waited on, optional service sales to name only a few. Through this experience, I further developed my organisational repertoire, even beginning to help my colleagues create systems in their workloads which aided overall productivity and streamlined the operation.
- Due to this being a customer facing role within the service department it also entailed answering an average of 30-40 calls per day, comprising of customer inquiries, requests and on occasion resolving a matter of customer dissatisfaction, I developed a reputation as an efficient service provider with high levels of accuracy, achieved sales goals and service performance requirements of £500-1000 per day through retail customer sales. I ensured customer retention and satisfaction through high level of service, on several occasions became the only service advisor that our more premium customers would deal with.
Administrative, Sales & Marketing Assistant
AfriTan Tannery
2014.01 - 2015.01
- My first professional job involved working in an industrial scale Tannery. I gained a vast amount of experience within this role; my daily responsibilities began as administrative tasks such as filing, emailing and phone support while also organising and arranging freight and dispatch of orders. This proved to be the beginning of my administrative and organisational proficiency.
- As the company had both an online and physical store it was vital to create and maintain databases and spreadsheets to track in-house stock and products for outgoing orders. Maintaining the companies website was one of the main responsibilities as it provided contact and service with not only local clients but also those based overseas as well.
- Building relationships with these customers was the highlight of my role in this company, being able to fulfil their requests and provide them with outstanding service to help grow the business across the globe. On several occasions my managers received correspondence from these customers praising my high level of service and attention to detail.
- The later stages of my career there, became strongly focused on discovering new avenues for business as well as developing our existing business relations with current customers. Sometimes this was achieved with small gestures, like ensuring our premium customers were given selection of our newer products before they were advertised openly. Other times it involved prospective overseas customers coming to the factory to receive a full tour of our facilities, getting a chance to see our products in person and then negotiating with them to settle a price and product specification that was both perfect for the customers needs whilst also being profitable and achievable for the company.
Education
National Senior Certificate - undefined
Witbank Technical High School
Witbank, South Africa 2010.01 - 2026.05
Skills
- Organisational skills
- Written skills
- Diary management
- Computer Skills
- Microsoft office suite proficiency
- Customer Service
- Training and Development
- Quality Assurance
- Audio transcription
- Proofreading
Interests
- Crafting, Personal Crafting business: creating personalised gifts and handmade crochet items such as toys, dolls, hats etc., Also Custom Shirts, mugs and steins, Christmas ornaments, Glass Etchings etc.
- Competed in a Race for Life in 2019 to raise money for Cancer research and raised over £300 for MacMillans Cancer research while training for the Edinburgh half marathon in 2020.
Accomplishments
- Delivered Business Analyst level training for Aegon
- Participated in system and procedure improvements for Aegon
- Completed Multi-Million pound Business transfers for Aegon
- Developed Product Catalogue for AfriTan
- Developed Overseas Business relations for AfriTan
- Set Dealership Record for highest invoice in a day at Easter Western
Timeline
Senior Support Manager
SS&C
2022.01 - 2025.08
Customer Service Representative
Aegon
2018.01 - 2022.01
Customer Service Advisor
Eastern Motor Company
2016.01 - 2018.01
Administrative, Sales & Marketing Assistant
AfriTan Tannery
2014.01 - 2015.01
National Senior Certificate - undefined
Witbank Technical High School
2010.01 - 2026.05