Marcia Yates
Staffordshire
Summary
Highly skilled and versatile professional with extensive experience in administration, finance, and customer service. Proven success in managing complex data, and cash operations within fast-paced environments. Dedicated to delivering compassionate support with strong communication, empathy, and professional integrity.
Overview
39
39
years of professional experience
Work History
Accounts Office Administrator
Pertemps Agency, Pro-Trade
03.2026 - Current
- Processing & reconcilling daily trade counter cash sheets.
- Matching supplier invoices to delivery notes.
- Processing payments and invoices using Sage.
- Allocating and matching payments to invoices using Sage.
- Matching credit notes to invoices.
- Setting up new clients on Sage.
- Purchase Ledger invoices inputs to Sage.
- Input of supplier invoices & credits using batch transactions.
- Accurate data entry on to Sage Accounting system.
- Ensured invoices were correctly recorded and filed.
- Admin duties.
- Knowledge of Sage Accounting system, Microsoft Word, Outlook.
Temporary Repairs Administrator
Trent & Dove Housing
12.2025 - 01.2026
- Admin support for Repair Scheduler inputting and extracting data onto electronic recording systems, Accuserve and CRM and Share Point.
- Scan, save gas certificates to file.
- Use Excel to check data before inputting into CRM.
- Scan & upload used repair documents regarding void properties to void folder.
- Checking job completion on void properties, inputting data onto MRI repairs.
- Updating housing management and repair systems accurately and in a timely manner.
- Keeping systems and records up to date and accurate.
- Supporting internal teams with a wide range of admin tasks.
- Photocopying, scanning, use of Microsoft Office Suite, Outlook & Excel, & Teams.
Medical Receptionist
Chellaston & Melbourne Medical Centre
04.2025 - 07.2025
- First point of contact for patients, either by telephone or face-to-face, responding to enquiries.
- Booking appointments from the system on one computer system, handling patients' records, inputting patient information, scanning documents, filing, and chaperoning.
- Taking calls from the wider community, paramedics, and nurses.
- Handle requests for appointments and home visits in line with the agreed protocol.
- Received and communicated messages for doctors and other members of the team promptly.
- Respond to test requests results from patients, strictly adhering to practice guidelines on patient confidentiality.
- Register new patients on the system one computerised system.
- Processing tasks promptly and action incoming emails.
- Signpost when booking an appointment to Pharmacy First and First Contact Physio.
- Managed daily patient bookings whilst ensuring high service level output.
- Maintained complete electronic health records with total data accuracy.
- Optimised front desk traffic flow to reduce patient waiting times daily.
- Managed electronic medical records while upholding strict privacy rules.
- Coordinated patient appointments to ensure optimal clinic flow schedule.
- Provided compassionate support to patients during busy intake processes.
- Facilitated clear communication between clinical staff and the patients.
Bank Administrator/ Receptionist/ Medical Secretary For The Radiology
University Hospitals of Derby and Burton NHS Foundation Trust
08.2023 - 12.2024
- Attending to patients on arrival at appointments.
- Welcoming patients in person and directing them to the appropriate waiting areas.
- Putting patients at ease during visits to the department.
- Process queries and deal with enquiries.
- Managing patients' transport.
- Handle telephone calls from consultants, staff, the public, and nurses.
- Prepare clinical paperwork and referral forms for the Radiologist.
- Dealing with referrals on Computerised Radiology Information Systems (CRIS), and (V6) from GPs, Out-Patients referrals requesting various scans, dealing with telephone enquiries, scanning, filling, emailing and photocopying.
- To provide support to the secretarial team in Radiology.
- Typing emails, reports, sending them to consultants, wider MDT team, leaders, and GPs.
- Having one's own designated workload whilst working on urgent scan referrals.
- Dealing with queries from patients, GPs' staff, and other agencies.
- Completing necessary actions for urgent correspondence and requests.
- Answer calls from anxious patients using sensitivity and discretion.
- Dealt with queries, instigating appropriate action, as relevant to the complex and sensitive nature of the information involved.
- Offered professional front-desk support, resolving complex queries daily.
- Handled confidential patient data with strict adherence to NHS practice.
- Streamlined patient intake processes to improve daily clinic throughput.
SEND Teaching Assistant
Zest Education, Lichfield
09.2020 - 08.2023
- My duties are varied each day, depending on which school and child or children I support.
- I have worked with key stages 1 & 2-ages from EYFS up to year six children.
- I have a good knowledge of SEND and experience working with children with SEND.
- Organising the classroom ready for lessons.
- I assisted the teacher with preparing lesson materials for the class to start and clearing away afterwards.
- Record and report students' progress to the teacher.
- Help students stay focused during lessons.
- Supervising group activities whilst taking the lead on various ones.
- Taking groups for Maths, Phonics, Spelling, & Comprehension.
- Build rapport with students and support SEND and children with SEMH needs.
- Reading with the children, sounding out unknown or complicated words.
- Monitor students' responses to the learning activity using the now and next board.
- Working with the parents/carers in supporting the child's learning.
- Admin tasks as directed by the class teacher.
- Lead Forest School.
- Lunchtime duties & playground duties.
- Fostered a secure environment for students requiring sensory feedback.
- Assessed learning progress to tailor effective inclusive interventions.
- Provided classroom assistance for children with autism and ADHD needs.
- Managed individual education plans to boost student social development.
- Delivered bespoke support to pupils with complex learning requirements.
Administrator Officer/ Finance Officer/ Employment Coach
DWP, Lichfield
11.2000 - 12.2019
- Good knowledge of in-house applications as well as Microsoft Word/Excel.
- LMS & JSAPS systems.
- Interview customers using sensitive listening and questioning skills to find the root cause to empower the customer, whilst maintaining structure to control the meetings.
- I use my judgment to support people during challenging times.
- I supported customers claiming Universal Credit, Jobseeker's Allowance, Employment and Support Allowance, and Income Support.
- Supporting customers with job search effectively in a digital world.
- Preparing job search and differentiated products to meet the customer needs.
- I worked with local employees and developed an awareness of the local labour market to identify key opportunities for customer and employer.
- I have advertised vacancies on a job board for employers, Pre screening and screening and selecting suitable customers for suitability booked interviews.
- Offering advice where needed to help the customers make the correct choice for their circumstances.
- I assess the client's skills and have a conversation about their experience, barriers to work, and identify any suitable training and employment opportunities, setting effective SMART targets.
- I had a caseload of clients, and where I matched current vacancies, I discussed local employers or sector-based work programmes to help move the client into work.
- Building positive relationships with customers that encourage, motivate and build trust.
- I developed in-depth knowledge of the local area whilst supporting the service partners I worked with.
- Gather and assess information to make decisions about benefit entitlement.
- I conducted face-to-face interviews with claimants to verify information and assess eligibility.
- Gathering evidence and building a case file on claimants suspected of benefit fraud.
- Collaborating with other departments within the DWP, including fraud, housing benefit, and council tax.
- Chase clients for payments of outstanding monies owed from travel.
- I made timely decisions on customer needs and referred them to appropriate help and support.
- Calculating customers' benefits and assisting with form-filling and record-keeping.
- Help customers overcome barriers such as confidence issues and complex needs, and provide them with appropriate support.
- Handle customer disputes sensitively and ensure that all complaints/compliments are recorded appropriately.
- Undertake cashier/payments, petty cash, and handle invoices/finance reports.
- Issue payment for bus tickets and work clothes.
- Meet and comply with the Equality Act, and ensure customers receive the additional support they need to access the services they require.
- Delivered personalised career advisory sessions to support diverse clients.
- Managed office operations while overseeing corporate finance portfolios.
- Facilitated tailored employment coaching to boost client job placement rates.
Bank Cashier / Head Cashier
NatWest Bank, Sheffield
02.1996 - 11.2000
- I established and maintained relationships with individual and business customers and assisted them with any problems they encountered and resolving complaints.
- Have a good understanding of banking software.
- Cash management & security overseeing the vault.
- Reconciliation of all daily totals and adhering to strict bank security protocols.
- I have the ability to sell banking products and services.
- I was responsible for customer relations in a face-to-face environment I can think critically to solve any problems that may arise.
- Oversee the flow of cash.
- Review collection reports to determine the status of collections and the outstanding balances.
- Managing cash operations and supervising daily cash tills.
- Monitoring new staff and supervising the work of staff members, ensuring all staff comply with banking procedures.
- Delivering a high standard of service to every customer I served.
- Organised daily targets to deliver quality business and help our customers.
- Balancing my till to ensure my previous work was correct and was not under or over the amount which had to be in the till each day.
- Dealing with Customer deposits, transfers and changes of details.
- Identifying sales leads and promoting bank products.
- Managed daily cash balancing and ensured regulatory compliance accuracy.
- Led a team of cashiers to improve transactional speed and service levels.
- Monitored vault activity and conducted regular audits of cash holdings.
- Resolved complex client disputes by providing professional bank support.
- Optimised cash flow procedures to increase overall branch productivity.
Cashier / Cash Office Clerk/ Payroll
Gateway Supermarket, Sheffield
09.1989 - 02.1996
- Managed frontline of cashiers, supervising and scheduling cashiers to ensure no issues arise.
- Processed POS transaction, including check and cash purchases Issue receipts, refunds, credits, or make changes as requested.
- Count money and audit money drawers.
- Reconcile daily summaries of transactions to balance books.
- Assist customers by providing information and resolving their complaints.
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
- Greet customers, assist with inquiries.
- Calculate total payments received during a period and reconcile this with total sales.
- I calculated the wages, overtime, bonuses and deductions and benefits whilst managing tax withdrawals, and retirement contributions.
- Maintain payroll records and followed compliance regulations.
- Prepared payroll summaries.
- Update payroll for new staff, promotions and new starters.
- I ensured all tills were balanced and ready to use.
- Been responsible for store keys for opening & closing the store.
- Supporting stock control and investigating delivery discrepancies.
- Maintained clean and orderly checkout areas and completed other general cleaning duties, such as mopping floors and emptying bins.
- Stock shelves and mark prices on shelves and items.
- Compute and record totals of transactions.
- Cash checks for customers.
- Managed daily cash reconciliation and ensured zero variance in balances.
- Processed weekly staff payroll ensuring accurate and timely payments made.
- Oversaw front-end operations whilst maintaining high customer standards.
- Controlled inventory audits and meticulously reviewed all ledger entries.
- Reconciled store takings and prepared banking deposits with full detail.
YTS Shop Assistant
Co-Op Store, Sheffield
06.1987 - 02.1989
- Serve customers.
- Recommend, select, and assist in locating or obtaining merchandise based on customer needs and desires.
- Help customers find what they were looking for.
- Maintained records related to sales.
- Exchange merchandise for customers and accept returns.
- Receive and respond to customer complaints.
- File copies of orders received.
- Rotating stock, filling shelves, and stock take.
- Serve Customers at the meat counter.
- Managed daily cash registers and ensured accurate financial processing now.
- Provided expert product advice to boost customer satisfaction and loyalty.
- Maintained pristine store visual standards with precise shelf restocking.
- Resolved complex customer queries to ensure a positive shopping journey.
- Collaborated with team members to optimise stock control and workflows.
Education
Certificate in Counselling - Level 3
Key Counselling
Birmingham07.2022
Teaching & Learning in Schools - Level 3
Burton & South Derbyshire Collage
Burton on Trent07.2022
Certificate in Counselling Skills - Level 2
Bluebird Counselling
Burton On Trent07.2017
Diploma in Counselling Skills - Level 3
Tamworth College
06.2023
Mental Health First Aid England (Youth Certificate) - Online
MHFA
06.2021
Teaching & Learning in Schools - Level 2
Burton & South Derbyshire Collage
Burton on Trent05.2022
NLP- Practitioner / Hypnotherapy/ Timeline Therapy/ Coaching -
Taylor Life
Cornwall05.2018
Team Teach - Level 1
Team Teach
01.2021
YTS- Youth Training Scheme - Level L2 / L3 in Customer Service
South Yorkshire Trainers
Sheffield01.1989
CSE: (C) -
Rawlinson Secondary School
Sheffield01.1987
Skills
- Multitasking
- Active Listening
- Teamwork & collaboration
- Interpersonal skills
- Adaptability
- High levels of accuracy & attention to detail
- Strong organisational skills
- Time Management
- Interpersonal Skill
- Customer service
- Cope under pressure
- Flexible
- Empathy
- Compassion
- Honest
- Trustworthy
- Analytical
- Problem-solving
- Planning and prioritising work
- Written communication
- Verbal communication
- Organisational skills
- Time management
- Self-aware
- IT skills
- Microsoft Outlook
- Sage Accounting
- Microsoft Excel
- Microsoft Teams
- CRM
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Accounts Office Administrator
Pertemps Agency, Pro-Trade
03.2026 - Current
Temporary Repairs Administrator
Trent & Dove Housing
12.2025 - 01.2026
Medical Receptionist
Chellaston & Melbourne Medical Centre
04.2025 - 07.2025
Bank Administrator/ Receptionist/ Medical Secretary For The Radiology
University Hospitals of Derby and Burton NHS Foundation Trust
08.2023 - 12.2024
SEND Teaching Assistant
Zest Education, Lichfield
09.2020 - 08.2023
Administrator Officer/ Finance Officer/ Employment Coach
DWP, Lichfield
11.2000 - 12.2019
Bank Cashier / Head Cashier
NatWest Bank, Sheffield
02.1996 - 11.2000
Cashier / Cash Office Clerk/ Payroll
Gateway Supermarket, Sheffield
09.1989 - 02.1996
YTS Shop Assistant
Co-Op Store, Sheffield
06.1987 - 02.1989
Certificate in Counselling - Level 3
Key Counselling
Teaching & Learning in Schools - Level 3
Burton & South Derbyshire Collage
Certificate in Counselling Skills - Level 2
Bluebird Counselling
Diploma in Counselling Skills - Level 3
Tamworth College
Mental Health First Aid England (Youth Certificate) - Online
MHFA
Teaching & Learning in Schools - Level 2
Burton & South Derbyshire Collage
NLP- Practitioner / Hypnotherapy/ Timeline Therapy/ Coaching -
Taylor Life
Team Teach - Level 1
Team Teach
YTS- Youth Training Scheme - Level L2 / L3 in Customer Service
South Yorkshire Trainers
CSE: (C) -
Rawlinson Secondary School