Lorna Sands
Kilbirnie,SCT
Summary
Dedicated and reliable professional with a strong foundation in customer service and creative problem-solving. Proficient in WordPress development, graphics design, and adept at meeting deadlines. Strong on operating systems and all applications related to production, CRM, CMS, databases and fast on the uptake on new platforms.
Skilled in both Mac and Windows environments, with a proven ability to deliver high-quality results consistently. Career goals include leveraging technical skills to enhance user experience and drive innovation.
Overview
35
35
years of professional experience
1
1
year of post-secondary education
Work history
Energy Specialist
FirstSource
Remote working from home, Kilbirnie
2023.11 - Current
- First contact for energy customers, relaying their energy readings, upgrading assets, complex meter exchanges, full end to end resolution of complaint to compensation.
- On the job learning skills.
- Billing, emergency off supply responses, facilitating engineering call outs.
- Coached / call listened new hires or returns to work.
Broadband Customer Service Advisor
Vodafone
Remote Working from Home, Kilbirnie
2023.01 - 2023.11
- Handled high volume of calls daily for faster issue resolution.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Managed complex customer issues to successful resolution.
- Provisioning of Routers and trouble shooting VOIP and complex telephony requirements.
- Contract ended when UK remote workers were made redundant.
Broadband Customer Service Advisor
Huntswood Scotland
Glasgow
2022.09 - 2023.01
- Enhanced brand loyalty, provided excellent service at all times.
- Participated in conflict resolution sessions for better team cooperation.
- Provided detailed information about products and services to potential customers.
- Guided customers through troubleshooting process with patience and clarity.
- Resolved pressing customer issues, ensured repeat business.
- this contract ended with the Broadband company that we were at Huntswood. seconded to, and the team was re-assigned to various other contracts
- New contract supporting Domestic and General Insurance sales.
CRM / Admin
CST Training
Remote Working from Home Kilbirnie
2021.07 - 2022.08
- I worked with a start up company on their CRM which was in the last stages of becoming fully automated workflows for upselling CSCS green, blue. gold and black accreditations.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
Administrator
West Coast Stoves
Helensburgh, Argyll and Bute
2018.02 - 2018.09
- Created a database with no monetary outlay for programming in routine annual services for new and existing customers.
- Facilitated internal communications with clear and concise memos and bulletins.
- Assumed responsibility of receptionist duties being the only on call staff in the premises for both bookings and sales.
- Provided comprehensive secretarial support to the managing director, ensuring smooth daily operations within all areas of the company from bookkeeping, IT, forecasts, database creation, web site creation and hosting, email and telephone responses.
- Streamlined office operations by implementing efficient administrative procedures.
- Maintained high levels of data accuracy for smooth business operations by conducting regular database audits.
- Part-time job whilst still running the business with Carbide Media.
WordPress admin / SEO
Carbidemedia.com
Remote work from Home
2011.01 - 2018.09
- Blogging, social, platform admin, SEO, graphics, SEO developed websites
- Successfully delivered on tasks within tight deadlines.
- Worked flexible hours, covering nights, weekends and bank holidays.
Web designer and hosting / SEO
2geeks
2006.01 - 2011.01
- Web design and hosting for local Lochaber businesses latterly my husband rebranded as Carbidemedia.
Receptionist
Nevis Windows
2008.01 - 2008.09
- Accounts / invoicing role
- Spean Bridge Hotel - Booking role
- Glen Nevis Holidays - Booking role
- Part time / seasonal whilst also working with our own company 2Geeks.eu
Telephone Advisor
First ScotRail
Fort William
2007.01 - 2008.01
- Customer facing roles written letters, emails and verbal for train enquiries.
- Letters and compensation claims settled.
technical Service
Telepoint int.
2001.01 - 2006.01
- Networking, Building computers, replacement parts, operating system repairs.
Stores Controller
Marine Harvest
1997.01 - 2000.01
- Stores control supply and ordering Jit, West Coast of Scotland.
- Cleaned work areas and equipment to maintain faultless hygiene standards.
- Completed duties to deliver on targets with accuracy and efficiency.
- Completed customer orders with speed and accuracy.
Counter Sales Assistant
Highland Industrial Supplies
Fort William
1991.11 - 1997.01
- Monitored trends in consumer behaviour with keen attention to detail.
- Collaborated effectively with team members to meet sales targets.
- Improved customer service by efficiently handling queries and complaints.
- Utilised excellent communication skills to provide detailed product information.
- Conducted daily inventory checks to manage stock levels accurately.
- Managed till operations smoothly, reducing waiting time for customers.
- Fostered a welcoming store environment by maintaining clean and well-organised displays.
DLO Assistant
Lochaber District Council
Fort William
1991.01 - 1991.11
- Customer facing roles in local council repairs department.
- Administration
Education
Business Studies
Inverness College
1986.08 - 1987.09
Skills
- Customer Service
- Creative
- Deadlines met
- WordPress Dev
- Typing
- Graphics
- Dedicated
- Reliable
- Mac/Windows
- Meter reading interpretation
- Technical equipment operation
- Client focus
- Safety consciousness
- Health and Safety Compliance
- Attention to Detail
- Conflict Resolution
- Proactive initiative
References
My current Team Leader John Nelson can be contacted for a reference johnn8026@gmail.com
One of my Subject Matter Experts - Nicola Doran can be contacted for a reference nicoladoran1982@gmail.com
Timeline
Energy Specialist
FirstSource
2023.11 - Current
Broadband Customer Service Advisor
Vodafone
2023.01 - 2023.11
Broadband Customer Service Advisor
Huntswood Scotland
2022.09 - 2023.01
CRM / Admin
CST Training
2021.07 - 2022.08
Administrator
West Coast Stoves
2018.02 - 2018.09
WordPress admin / SEO
Carbidemedia.com
2011.01 - 2018.09
Receptionist
Nevis Windows
2008.01 - 2008.09
Telephone Advisor
First ScotRail
2007.01 - 2008.01
Web designer and hosting / SEO
2geeks
2006.01 - 2011.01
technical Service
Telepoint int.
2001.01 - 2006.01
Stores Controller
Marine Harvest
1997.01 - 2000.01
Counter Sales Assistant
Highland Industrial Supplies
1991.11 - 1997.01
DLO Assistant
Lochaber District Council
1991.01 - 1991.11
Business Studies
Inverness College
1986.08 - 1987.09