Michelle Lauchlan

• General Admin Duties
• Estimating for Heat pump and Underfloor Heating Quotations
• Carrying out heat loss calculations
• Sizing up rooms
• Buying parts / Materials for install work
• Project Managing
• Dealing with reactive repairs / servicing
• Booking engineers work
• Ensuring systems are up to date
• Reporting to Project manager
• Sales invoicing

• Liasing with HVAC engineers throughout each day
• Scheduling work in various locations throughout the UK.
• Planning engineers routes.
• Working to strict SLA's and KPI's
• Liasing with Subcontractors in various locations.
• Understanding engineers reports following site visit ensuring job is moved on to a completion
• Liasing with clients on a daily basis to give updates
• Ensuring associated paperwork is uploaded
• General Admin Duties
• Assisted with out of hours on call service, dealing with emergency call outs.
• Liasing with suppliers / subcontractors to get the best possible prices on parts / materials to provide quotations
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• Followed script while maintaining personalised communication, creating a balance between efficiency and rapport building.
• Assisted in training new staff members for seamless integration into the team.
• Adapted swiftly to changes in product offerings or system upgrades, ensuring uninterrupted service delivery.
• Deescalated tense situations with irate customers leading to positive outcomes.
• Ensured Data Protection was followed.
• Understanding customers needs.
• Achieving Targets.

I enjoyed working as part of a team, meeting new people and ensuring customers were satisfied, My communication skills improved and learned how important customer service is for everyone.

For the first two years working with this employer i was employed as an office junior and then moved up to Admin Assistant. My duties were as follows

• Answering Telephone
• Filing / Photocopying / Faxing
• Word Processing / Spreadsheets
• Assisting with PQQ Documents to be completed
• Assisting with tender process, obtaining prices from suppliers / subcontactors.
• Completing Risk Assessments / Method Statements before a project would commence
• Made sales calls to bring in other business

I gained a lot of knowledge in the Construction Industry and meeting deadlines, this was a fast paced company and enjoyed the challenge

This was my first employment after completing my National Certificate at college. My duties were as follows

• Working Directly for office manager
• Answering telephones / taking messages
• Filing
• Photocopying
• Faxing
• Word Processing / Spreadsheets
• incoming and Outgoing mail

I was able to build my confidence and communication skills and understand the work environment