Marie Colderwood

• Support the day-to-day running of Norwich City Council, and East Suffolk Council, servicing and heating maintenance contracts.
• Support both line managers in upcoming projects coming directly from the client, including providing support in meetings.
• Ensuring the smooth running of both contracts in the manager's absence.
• Ensuring timely completion of all administrative tasks, supporting the achievement of key KPIs.
• Creating the KPI reports and making sure these are sent in a timely manner to the client, and uploaded onto the main portal within the set timeframes.
• Working with internal and external IT departments to ensure systems are kept up to date, and reflective of customer details and requirements.
• Effectively optimise the deployment of available engineer resources.
• Track the completion of works and invoicing, prior to the timely closure of jobs.
• Support the resolution of customer complaints, and act as a point of contact for the team in respect of escalated queries and complaints from internal and external customers.
• Ensuring that customers and clients are kept fully informed and up to date in relation to ongoing activity.
• Assist in coaching/training the team in processes and procedures, and quality service delivery, to include the provision of regular, constructive feedback and guidance.
• Holding monthly 121s with the coordinators, and bi-monthly 121s with the engineers.
• Recruitment, selection, and induction of new team members.
• Working with other departments within Gasway to ensure the smooth running of each contract.
• Providing reports to East Suffolk and Norwich City Council, ensuring the clients are up to date.

Team Leader, 2019–2022.

• Coordinated daily tasks, ensuring smooth workflow within the team.
• Resolved conflicts effectively, promoting harmony within the workforce.
• Conducted regular performance reviews to identify areas of improvement for each team member.
• Implemented new working methods which improved overall efficiency of the team operations.
• Fostered positive employee relationships through communication, training and coaching.

Contract Administrator, 2017–2019.

• Record and maintain legislative documentation.
• Ensuring visits which are chargeable are correctly invoiced, combined into a valuation, and sent over to the client in a timely manner.
• Checking engineers' timesheets and sending the report to the manager within the set time frame to process payroll.
• Supporting multiple departments within Gasway by creating, running, and sending reports relating to their teams.

• Assisted and supported the creation of processes for the new Tesco mobile order management channel.
• Coordinated workload to complete tasks in line with the Service Level Agreements (SLAs).
• Served as the first line of contact for customers with new mobile contracts, providing technical support, exchanges, and cancellations.
• Processing mobile returns and exchanges through Anovo and Tesco Mobile's system.
• Updating customer profiles on both Anovos and Tesco Mobile's systems.
• Tracking customers' orders and processing claims with the courier company.
• Updating and training the team on new processes.
• Managed customer complaints and feedback.

Inbound Customer Service Representative, Nov 2014–Feb 2015.

Phones4U mobile insurance:

• Providing technical support for customers.
• Guided customers through the call to try and resolve the fault with their mobile device, and insurance codes if needed.

Tesco Mobile Repair:

• Providing technical support for customers.
• Processing and booking their devices in for repair.
• Taking payments over the phone.
• Outbound calls to inform customers of any updates regarding their phones.
• Processing the device returns once the repair has been completed, or refused by the customer.
• Resolved customer complaints with minimal supervision.

During my time at Anovo, I assisted and supported different channels this included:

• Shop Direct.
• Sky Mobile.
• Vodafone.
• Samsung.
• O₂.
• Tesco Mobile Concerns.

• English - C
• ICT - Merit
• Science - C
• Maths - D
• Catering - C
• Art and Design - C
• Textiles - C
• BTEC Sport - Merit