Margaret Asante
Summary
Detail-oriented Government Services Professional experienced in frontline roles across various UK Government Departments. Managed customer application life cycles and ensured accurate outcomes on highly secured systems through strong administration, case management, and analytical skills. Leveraged proficiency in Microsoft Office and bespoke applications to enhance operational efficiency.
Overview
12
12
years of post-secondary education
8
8
years of professional experience
Work history
Executive Officer
Home Office
2022.03 - Current
- Conducted face-to-face asylum interviews with vulnerable customers, ensuring compliance with Home Office standards and gathering essential information for informed decision-making.
- Considering large amounts of information, legislation, and case law to produce individually written, clear, structured letters on behalf of the Home Secretary outlining reasons for the decision.
- Evaluates Protection claims from those fleeing persecution.
- Provided accurate information professionally and helpfully, collecting and assessing relevant data from diverse sources to support decision-making.
- Engaged with stakeholders to build positive relationships and enhance communication, facilitating smoother processes and collaboration.
- Developing specialist knowledge of legislation and policy, keeping up to date with guidance and case law, seeking advice and escalating to senior colleagues or specialist caseworkers.
Customer Service Administrator
HM Revenue and Customs (Debt Management Team)
2019.06 - 2022.02
- Handled inbound calls from tax customers regarding payments and debts enquiries, ensuring accurate information and resolution.
- Made outbound calls to tax customers to pursue outstanding debts, proposing flexible payment terms to facilitate settlements.
- Caseworked tax debt cases to identify non-compliance customers, issued warning letters and prepared cases for enforcement action or written off cases.
- Processed Covid 19 Job Retention Scheme applications through webchat and telephony for Finance Teams, facilitating timely authorisation of furlough payments.
- Carried out additional responsibilities to enhance team performance such as chaired team meetings when acting as cover for the team leader. Also represented my team at various continuous improvement initiatives.
- Compiled weekly statistics reports to team leader for updates on work output.
Administrative Officer
Sopra Steria
2018.12 - 2019.06
- Acted as the first point of contact for customer queries, delivering clear and concise responses to enhance service satisfaction.
- Handled customer complaints per department procedures, facilitating escalation of complex cases to complaints manager.
- Conducted biometric enrolment and digitised supporting documents for UK visa applications, ensuring accurate transmission to Home Office.
- Carried routine security checks on passports and visa supporting documents received from visa applicants.
Administrative Officer
HM Courts and Tribunal Services
2018.04 - 2018.12
- Coordinated employment tribunal hearings by organising documents and ensuring procedural compliance, maintaining up-to-date and accessible records.
- Assessed and vetted fresh employment tribunal claims.
- Prepared tribunal bundles and filings for hearings.
- Prepared tribunal rooms for hearings and ensured that all relevant logistics were in place.
- Ushered court users to tribunal rooms, and checked that witnesses, defendants and lawyers were all present.
- Responded to written and telephone inquiries from internal and external stakeholders, facilitating clear communication with Employment Judges, ACAS, and claimants.
- Drafted standard letters to communicate essential information and served court documents in accordance with departmental guidelines.
Education
Bachelor of Science - Business Studies
University of Lincoln (Formerly University of Humberside)
Lincoln 1993.09 - 1997.06
A-Levels -
Mfantsiman Girls Secondary School
Sekondi, Ghana, West Africa 1988.09 - 1990.06
GCSEs -
Krobo Girls Secondary School
Krobo- Odumase, Ghana, West Africa 1983.09 - 1988.06
Operation Delivery Officer Apprenticeship Level 3 -
City & Guilds
2019.08 - 2020.12
Skills
- IT literate
- Organisational skills
- Analytical thinking
- Effective communication
- Excellent interviewing skills
- Teamworking skills
- Attention to detail
- Flexible and punctual
References
References available upon request.
Timeline
Executive Officer
Home Office
2022.03 - Current
Operation Delivery Officer Apprenticeship Level 3 -
City & Guilds
2019.08 - 2020.12
Customer Service Administrator
HM Revenue and Customs (Debt Management Team)
2019.06 - 2022.02
Administrative Officer
Sopra Steria
2018.12 - 2019.06
Administrative Officer
HM Courts and Tribunal Services
2018.04 - 2018.12
Bachelor of Science - Business Studies
University of Lincoln (Formerly University of Humberside)
1993.09 - 1997.06
A-Levels -
Mfantsiman Girls Secondary School
1988.09 - 1990.06
GCSEs -
Krobo Girls Secondary School
1983.09 - 1988.06