- I love watching documentaries and reading crime novels and I enjoy camping and sightseeing holidays abroad
- I also love reading the Bible and maintaining my faith
MELANIE MOORE
Calne,Wiltshire
Summary
Accomplished professional with extensive experience in customer service, administration, and support coordination across diverse industries. Demonstrates proficiency in Microsoft Office and database management, ensuring efficient operations and data accuracy. Proven track record in client relationship management and effective communication, enhancing customer satisfaction and operational efficiency. Skilled in conflict resolution and process optimisation, with a strong focus on compliance with legal and regulatory standards. Career goal includes leveraging skills in a dynamic environment to drive organisational success while maintaining high standards of service excellence. Productive employee with proven track record of team motivation. Works with clients to determine requirements and provide excellent service. Organised Client Services Administrator with strong background in customer relations and administrative support. Skilled at managing client accounts, resolving issues, and streamlining processes to enhance service delivery. Proactive in anticipating client needs, fostering positive relationships, and ensuring seamless communication. Brings value through dedication to client satisfaction and operational efficiency. Energetic Support Coordinator with strong communication and organisational skills. Proven track record in managing client relationships, coordinating support services, and resolving complex issues. Focused on delivering high-quality support that enhances client satisfaction and streamlines operations. Committed to fostering collaborative environment and driving continuous improvement. Skilled in communication and adept at building strong client relationships. Talented in problem-solving and resolving customer issues efficiently. Confident in multitasking and managing time effectively to support team goals. Flexible and quick to learn, ready to adapt to new challenges with enthusiasm. Bringing strong communication and problem-solving skills, I excel at understanding client needs and providing tailored solutions. My background in customer service has honed my ability to build rapport and deliver excellent support. Adaptable and quick to learn, I am ready to contribute effectively to a team-focused environment. Logistical planner with exceptional organisation and time-management skills. Optimises schedules and workflows to achieve maximum efficiency. Skilled in liaising with customers and stakeholders. Experienced in managing office operations, coordinating schedules, and handling administrative tasks with focus on efficiency. Possesses strong organisational skills, excellent communication abilities, and knack for problem-solving in fast-paced environments. Adept at utilising office software and tools to streamline processes and support team productivity. Excellent at building rapport and resolving customer concerns efficiently, ensuring positive experiences. Adaptable with knack for multitasking and collaborating within team to meet sales targets. Eager to bring proactive and friendly approach to enhance customer satisfaction and drive business success.
Overview
22
22
years of professional experience
Work History
HIRE DESK CONTROLLER
MABEY HIRE LTD
Calne
11.2024 - Current
- Generated safety equipment hire quotes for customers to facilitate informed decisions.
- Responded to inquiries regarding safety equipment, providing clear and accurate information.
- Coordinated deliveries of safety equipment to multiple sites efficiently.
- Arranged collection of equipment from various locations to streamline operations.
- Liaised with depots to manage stock transfers effectively.
- Maintained delivery and collection records by updating spreadsheets regularly.
- Negotiated terms with suppliers and vendors to secure favourable contracts and reduce operational costs.
CLIENT SERVICES ADMINISTRATOR
CROSS BORDER FINANCIAL PLANNING
Chippenham
08.2024 - 09.2024
- Added new client leads into Intelliflow system to enhance database accuracy.
- Submitted emails to clients and third-party providers for efficient communication.
- Conducted follow-up calls with third-party providers regarding letters of authority.
- Processed new pension applications online, ensuring timely submissions.
- Maintained productive relationships with clients through effective phone communication.
- Established daily priorities and organized workloads to maximize team productivity.
- Oversaw financial affairs, ensuring compliance with legal and regulatory standards.
- Monitored changes in financial regulations impacting company decision-making.
SUPPORT CO-ORDINATOR
ALLMANHALL FOOD PROCUREMENT CO
Corsham
05.2023 - 08.2024
- Managed communication with schools and care homes regarding food delivery issues.
- Liaised with suppliers to facilitate collections and manage orders.
- Distributed out-of-stock reports to schools and care homes for timely updates.
- Implemented new clients into sales force system, establishing new supplier accounts.
- Inputted stock trends data into Excel to monitor inventory levels.
- Built relationships with key stakeholders to facilitate ongoing referrals to community services.
- Maintained confidential records in accordance with GDPR, ensuring data protection compliance.
- Managed caseloads efficiently, prioritising tasks to meet the diverse needs of service users.
- Entered client data and contact details into database to enable tracking history and maintain consistent records.
- Monitored and reviewed client support plans regularly, making adjustments to meet changing needs.
- Oversaw the implementation of technology solutions to streamline support coordination and enhance client engagement.
- Developed and maintained detailed client records, ensuring confidentiality and compliance with data protection regulations.
- Analysed service delivery outcomes to identify areas for improvement and implement strategic changes.
- Identified unresolved issues and problems to plan for intervention and solutions.
CLIENT SERVICES ADMINISTRATOR
KELLANDS GLOUCESTER LTD
Tewkesbury
05.2021 - 05.2023
- Managed daily correspondence, efficiently sorting post and emails.
- Coordinated establishment of new ISA and general investment accounts for clients.
- Facilitated lump sum distributions from multiple pension plans.
- Processed client requests for cancellation of investment accounts.
- Organized client review meetings with independent financial advisers.
- Compiled detailed reports summarizing client reviews for records.
- Conducted thorough valuations of client investments to ensure accuracy.
- Communicated with providers to resolve client inquiries effectively.
- Managed client accounts, addressing inquiries and resolving issues to enhance customer satisfaction.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Monitored email to promptly collect and respond to complaints.
- Kept detailed records of customer interactions for future reference.
- Stayed current on policies, procedures and standards to offer optimal support.
- Referred customers to team leaders and expert advisers for complex inquiries.
- Maintained constant presence at front counter to receive enquiries.
SUPPORT ADVISER
LANSDOWN INSURANCE BROKERS
Cheltenham
02.2021 - 05.2021
- Arranged quotations for buildings and contents insurance for clients.
- Set up new buildings and contents insurance policies efficiently.
- Processed BACS payments and cheques within the computer system.
- Managed invoices and payments to independent financial advisers.
- Handled incoming emails and coordinated responses with internal teams.
- Resolved client queries and concerns promptly, demonstrating commitment to exceptional customer service.
- Continuously updated professional knowledge through CPD activities, staying ahead of regulatory changes and industry trends.
- Developed and deepened relationships with new and existing clients.
- Advised and implemented appropriate insurance cover for clients.
- Developed and maintained strong relationships with clients through regular, meaningful communication, building trust and loyalty.
- Assessed clients' financial status, objectives and risk tolerance to devise customised risk policy.
- Achieved client financial objectives within agreed timescales.
- Analysed clients' insurance needs, recommending policies that offered comprehensive coverage.
- Verified clients' needs and financial resources to determine tailored investment strategy.
- Oversaw and preserved records of financial transactions to optimise workflow and maintain consistent documentation.
WAREHOUSE ADMINISTRATOR
CBF FULFILMENT
Gloucester
12.2020 - 02.2021
- Coordinated order dispatch from main warehouse to customers.
- Contacted courier services to arrange timely deliveries.
- Updated customer orders to reflect accurate status.
- Filed invoices to maintain organized records.
- Organized returned products for efficient processing in warehouse.
- Carefully controlled incoming and outgoing orders, enabling smooth warehouse logistics.
- Monitored and maintained inventory levels, proactively ordering supplies to avoid stockouts and production delays.
- Completed and filed paperwork promptly, upkeeping thorough, accurate records.
- Facilitated communication between warehouse team and other departments to ensure smooth operation flows and timely issue resolution.
- Updated warehouse management system data to ensure accurate tracking of stock levels and movements.
- Completed detailed stock reports, maintaining up-to-date, reliable inventories.
- Performed daily inspection of warehouse grounds for security and safety.
- Liaised with suppliers and customers on distribution of outward goods.
- Provided day-to-day administrative support, aiding smooth-running warehouse operations.
- Worked accurately and efficiently to deliver fast, reliable order processing support.
- Demonstrated competencies across Microsoft Office applications to effectively manage and maintain warehouse records.
- Conducted regular stock audits, identifying discrepancies and taking corrective actions to maintain inventory integrity.
- Facilitated communication between warehouse and office staff to ensure smooth operations and timely dispatch of goods.
- Inspired and motivated warehouse teams in operational improvement, increasing team efficiency.
- Consistently adhered to health and safety standards, upholding safe, compliant working environments.
- Streamlined order picking and packing processes, reducing turnaround time and enhancing customer satisfaction.
OFFICE ADMINISTRATOR
BREWIN DOLPHIN WEALTH MANAGERS
Cheltenham
03.2020 - 12.2020
- Established individual savings and investment accounts for customers.
- Facilitated policy reviews and compiled new business documentation.
- Managed incoming correspondence, directing it to appropriate teams.
- Responded promptly to incoming emails, ensuring efficient communication.
- Managed office correspondence, including emails, phone calls and mail, efficiently and promptly.
- Handled incoming calls and correspondence, providing timely responses to enquiries and bolstering company communication.
- Communicated with staff through various internal platforms to keep colleagues informed of office updates.
- Maintained confidentiality of sensitive information, adhering to data protection regulations and upholding company integrity.
- Completed data processing and processing orders into relevant systems to keep records and documentation up-to-date.
- Maintained strict confidentiality and discretion when processing sensitive data and information.
- Communicated with office managers to understand department priorities and workload.
- Coordinated fast, accurate clerical work for forms, files and general data entry.
- Greeted and welcomed visitors, alerting relevant staff of guest arrival.
- Maintained excellent team relationships by proactively helping others with complex problem-solving tasks.
- Monitored email inboxes, prioritised messages, and facilitated communication between departments and external stakeholders.
- Answered department emails within target timeframes to meet company communication targets.
- Managed telephone and switchboard operations for timely call handling.
- Collected and distributed incoming post and prepared outgoing post for collection.
- Implemented efficient filing systems, reducing document retrieval time by 30% and improving office organisation.
CUSTOMER SERVICES AGENT
CAPITA LIFE & PENSIONS
Cheltenham
10.2018 - 03.2020
- Handled incoming customer calls regarding investment bond and individual savings account surrenders.
- Provided valuations and general product information via phone.
- Communicated policy changes, such as address and name updates, through internal emails to departments.
- Handled customer complaints with empathy and professionalism, resolving issues promptly to maintain trust.
- Handled high-volume telephone calls to address and resolve customer queries.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Registered customer information on database to retain accurate records and enable tracking history.
- Facilitated smooth communication between departments to resolve customer issues more efficiently.
- Demonstrated courtesy, respect and patience in dealing with customers to comply with company policies and procedures.
- Addressed customer queries to provide information regarding product specifications and uses.
- Developed and maintained strong relationships with customers, providing tailored advice on products and services.
- Educated customers on how to use products or services by providing demonstrations and presentations.
- Referred customers to team leaders and expert advisers for complex inquiries.
- Managed high-volume inbound calls, efficiently addressing customer queries and concerns to enhance satisfaction levels.
- Kept detailed records of customer interactions for future reference.
- Monitored email to promptly collect and respond to complaints.
- Participated in ongoing training to broaden knowledge, acquire more skills and improve performance.
- Developed and maintained a comprehensive knowledge of the product range, staying informed of new products and updates.
- Used software, databases scripts and tools during phone calls to support positive communications.
- Tracked and updated customer records in database systems, ensuring data accuracy and confidentiality.
- Stayed current on policies, procedures and standards to offer optimal support.
- Processed refunds, exchanges and service requests for customers.
CUSTOMER AGENT
NEXT CREDIT
Tewkesbury
08.2018 - 09.2018
- Evaluated short-term loan applications to ensure customer affordability and authorized payment disbursements.
- Organized incoming post and recorded data into computer systems.
- Sorted incoming emails from customers and third parties regarding new loan applications.
- Documented customer complaints in spreadsheets and communicated updates via email.
- Contacted customers regarding payment arrears to arrange settlements on outstanding loan amounts.
- Handled incoming calls from customers to follow up on loan applications and manage telephone payment processing.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Handled high-volume telephone calls to address and resolve customer queries.
- Built rapport with customers through courteous and professional communications.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Processed refunds, exchanges and service requests for customers.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Monitored email to promptly collect and respond to complaints.
- Maintained up-to-date knowledge of products and services to provide accurate information to customers.
- Processed and issued product orders and service upgrades for customers.
CUSTOMER SERVICES AGENT
CAPITA LIFE & PENSIONS
Cheltenham
02.2004 - 08.2018
- Handled inquiries from customers, independent financial advisers, and third parties regarding individual savings accounts and investment bonds.
- Received calls from customers about surrender requests for investment bonds and individual savings accounts.
- Resolved customer complaints promptly, using solution-focused problem-solving.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Dealt with complex customer complaints professionally and politely, resolving issues with favourable solutions.
- Strived to meet and exceed call centre targets while maintaining excellent customer care.
- Increased customer satisfaction by offering friendly, helpful and informative customer service.
- Gave clients information about available products and services to build awareness.
- Remained calm under pressure to handle customer complaints and solve problems.
- Demonstrated patience and understanding in dealing with difficult customers, turning negative experiences into positive outcomes.
- Managed high volume of customer calls, efficiently handling inquiries and resolving issues to uphold customer satisfaction.
- Attended regular training to enhance performance and expand knowledge.
- Managed inbound calls in a high-volume contact centre, providing detailed product information to customers.
- Dispatched or escalated tasks to appropriate departments for swift resolution.
- Responded to customer emails with accurate, professional replies.
- Attended to incoming enquiries within target timeframes.
- Received calls and redirected individuals to relevant departments for smooth customer care.
- Conducted outbound calls to follow up on customer enquiries, ensuring high levels of customer engagement and retention.
- Followed up customer calls with further information or instructions when necessary.
- Collected customer data, processing in line with GDPR guidelines.
- Managed time effectively, handling multiple tasks simultaneously without compromising service quality or efficiency.
- Facilitated smooth internal communication by liaising between customers and relevant departments for issue resolution.
- Maintained up-to-date knowledge of company policies and procedures to provide accurate information to customers.
- Met demands of high-volume customer enquiries and exceeded performance targets.
- Employed strong communication skills to explain complex information in a clear and understandable manner to customers.
- Helped train and educate new employees about company customer management policies.
- Coordinated with team members to ensure seamless service delivery during high-demand periods, minimising wait times.
- Participated in training sessions to stay abreast of new products and services, enabling effective customer support.
- Maintained up-to-date knowledge of promotions, pricing, and special offers, communicating benefits effectively to customers.
- Assisted in the development and implementation of customer satisfaction surveys, analysing results to identify service enhancements.
- Liaised with carriers on clients delivery, updating customers promptly on delivery windows.
- Contributed to team meetings by sharing insights and strategies for improving overall call centre performance.
- Handled and quickly resolved customer issues regarding product sales and customer service problems.
- Participated in regular training sessions to stay abreast of new product launches and customer service techniques.
Education
GCSEs - Various
CHURCHDOWN SCHOOL
Gloucester, GLS1990
Skills
- Microsoft Office proficiency
- Database management
- Spreadsheet expertise
- Document creation
- Presentation skills
- Quick learner of systems
- Effective communication
- Active listening
- Telephone communication
- Client relationship management
- Team collaboration
- Written and verbal communication
- Pricing and costing
- Empathy towards clients
- Risk assessment
- Microsoft Excel
- Customer service
- Conflict resolution
- Data management
- Pension processing
- Communication skills
- Process optimization
- Time management
- Positive attitude
- Customer service excellence
- Time-management
- Verbal and oral communication
- Data Entry
- Customer engagement
- Email management
- Communication proficiency
- Office administration
- Self-motivation
- Cultural awareness
- Quality Assurance
- Service level agreement understanding
- Telephone etiquette
- Data analysis
- Communication strategies
- Customer Service
- MS Office Skills
- Computer literacy
- Client-Centred approach
- Empathy and understanding
- Time efficiency
- First Aid certification
- Empathetic communication
- Interpersonal skills
- Empathetic listening
- Respectful engagement
- Interpersonal communication
- Policy and procedure adherence
References
- Paul Nurden, Brewin Dolphin Wealth Management
- Wayne Neville, Kellands Gloucester Ltd
- Louise Smith, Kellands
- Laura Manley, Allmanhall
Interests
Timeline
HIRE DESK CONTROLLER
MABEY HIRE LTD
11.2024 - Current
CLIENT SERVICES ADMINISTRATOR
CROSS BORDER FINANCIAL PLANNING
08.2024 - 09.2024
SUPPORT CO-ORDINATOR
ALLMANHALL FOOD PROCUREMENT CO
05.2023 - 08.2024
CLIENT SERVICES ADMINISTRATOR
KELLANDS GLOUCESTER LTD
05.2021 - 05.2023
SUPPORT ADVISER
LANSDOWN INSURANCE BROKERS
02.2021 - 05.2021
WAREHOUSE ADMINISTRATOR
CBF FULFILMENT
12.2020 - 02.2021
OFFICE ADMINISTRATOR
BREWIN DOLPHIN WEALTH MANAGERS
03.2020 - 12.2020
CUSTOMER SERVICES AGENT
CAPITA LIFE & PENSIONS
10.2018 - 03.2020
CUSTOMER AGENT
NEXT CREDIT
08.2018 - 09.2018
CUSTOMER SERVICES AGENT
CAPITA LIFE & PENSIONS
02.2004 - 08.2018
GCSEs - Various
CHURCHDOWN SCHOOL