Michelle Maxwell
Murray, East Kilbride
Summary
Experienced office management professional with a strong background in office leadership, administrative support, and organisational skills. Proficient in reporting and documentation, policy and procedure modification, and employee management, with a proven ability to enhance operational efficiency. Skilled in customer service, product development, and in-house staff training, demonstrating exceptional multi-tasking abilities. Adept at purchase order processing, invoice processing, and maintaining seamless office administration to support business objectives. Committed to driving organisational success through meticulous attention to detail and effective team collaboration.
Overview
26
26
years of professional experience
Work history
Office Administration Manager
Let Me Repair UK Ltd
East Kilbride, South Lanarkshire
10.2014 - Current
- Duties include management of repair programs (monitoring repair turn-around time etc.); resolving client requests/complaints; using MS Office suite and internal intranet systems to create financial/service reports on a weekly basis both for business clients and internal purposes; analysing performance/quality data and developing and implementing corrective procedures for improvement where necessary; training staff in new systems/processes; stock management; acting as office manager in manager's absence
- Professional Skills: The ability to communicate effectively and professionally on all levels and through all mediums of communication
- The ability to manage and prioritise my workload in order to complete tasks promptly, efficiently and to the highest of standards
- The ability to listen proactively to clients, fully assess their needs and develop targeted solutions to ensure those needs are met, thus developing client relationships and encouraging loyalty
- The ability to identify areas for improvement through quality management and develop and implement improvement plans
- The ability to lead and manage a team when necessary
- The ability to think creatively and to problem solve and make decisions under pressure.
- Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs.
- Updated client records with strict attention to confidentiality, maintaining full GDPR compliance.
- Monitored contract delivery to achieve key deliverables.
- Produced and distributed monthly reports using Excel knowledge.
- Processed invoices and financial data with strong eye for detail.
- Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
- Handled customer concerns and complaints to resolve issues and build loyalty.
- Cultivated long-term relationships with clients to accurately quote pricing and terms to achieve customer objectives.
- Reviewed client feedback to enhance service delivery and maintain customer base.
- Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities.
Holiday Advisor (Rep)
Tui Travel
01.2006 - 01.2014
- Customer Service and Sales role, I had to hold welcome meetings for customer arriving at my hotels in Turkey on a daily basis, arrange excursions and events
- Throughout my time as a Holiday Advisor I had to use my own initiative and uphold the organisations policies, procedures and philosophies
- Whilst this proved to be difficult at times I found the position extremely interesting and rewarding
- I had targets and deadlines to work too as part of a team and on my own
- Dealt with complaint handling, sales (credit cards and cash), guiding excursions, airport duties and entertainment (weekly reps cabaret shows)
- I also gained my NVQ2 in customer service this year which I am very proud of as this is a role I am very passionate towards
- I have been given the role as acting team leader where I have been responsible for looking after a team and helping them stay motivated and driven to achieve the scores we have been set not only as individuals but as a team
- I also was in charge of doing there rotas and making sure they had a daily weekly and monthly agenda
- I was also on hand to help with escalated complaints and was empowered to resolve these issues while in resort, This was a challenging job role this season but I loved every minute of it and thrived under the pressure.
- Informed resort representatives of guest arrival, package and departure details.
- Designed bespoke holiday packages to exact customer budget and resort requirements.
- Actioned customer feedback to improve tour and holiday offerings.
- Maximised sales profits using proven upselling and cross-selling techniques.
- Determined exact customer requirements and recommended destinations to suit.
- Resolved complaints, cancellations and refunds with mutually beneficial solutions.
Stylist
Female Room
01.2005 - 01.2006
- As this was a new salon I was involved in building up the client group and its reputation as well as maintaining and building up a young professional client group.
- Maintained clean and safe salon environments, ensuring consistent compliance with COSSH regulations.
- Assessed customer hair texture, treatment history and desired outcome to identify appropriate services.
- Promoted and sold additional services and products, increasing salon revenue.
- Shampooed, conditioned and treated hair using salon-exclusive products, promoting increased retail sales.
- Managed and controlled inventories effectively, improving salon cost efficiency.
- Updated customer files with colour notes, preferences and services delivered.
- Supervised staff performance in absence of management, maintaining faultless salon services.
- Trimmed, cut and shaped hair based on exact customer preferences.
- Created memorable customer experiences with services such as head and neck massages.
Senior stylist / supervisor
M.G.M Hair Salon
01.2003 - 01.2005
- As supervisor I was the main key holder responsible for opening and locking up the premises
- This position included banking responsibilities, stock rotation, supervising and managing staff and maintaining a large client base.
Qualified Hairdresser
Rainbow Room International
01.2002 - 01.2003
- As a stylist I worked as an effective member of the team
- I built up a strong client group and offered all types of treatments and styles
- I also attended various training courses to ensure I maintained my professional edge.
Trainee Hairdresser
Rainbow Room International
01.1999 - 01.2002
- As a trainee I was responsible for getting clients ready for the stylists
- I did so by shampooing, making tea and coffee and ensuring the salon was tidy
- Throughout I was allocated a mentor who trained me in every aspect of hairdressing including-cutting, colouring, perming and hair extensions
Education
Standard Grade Credit - English - Maths - Computing - Accounting & Finance
Duncanrig Secondary School
Standard Grade - Biology - P.E - French
Duncanrig Secondary School
Skills
- Office management
- Office leadership
- Reporting and documentation
- Customer service
- Product development
- Policy and procedure modification
- Employee management
- Multi-tasking ability
- Office administration
- In-house staff training
- Organisational skills
- Administrative support
- Purchase Order (PO) processing
- Invoice processing
Custom
Personal Information
Nationality:
Timeline
Office Administration Manager
Let Me Repair UK Ltd
10.2014 - Current
Holiday Advisor (Rep)
Tui Travel
01.2006 - 01.2014
Stylist
Female Room
01.2005 - 01.2006
Senior stylist / supervisor
M.G.M Hair Salon
01.2003 - 01.2005
Qualified Hairdresser
Rainbow Room International
01.2002 - 01.2003
Trainee Hairdresser
Rainbow Room International
01.1999 - 01.2002
Standard Grade Credit - English - Maths - Computing - Accounting & Finance
Duncanrig Secondary School
Standard Grade - Biology - P.E - French
Duncanrig Secondary School
Similar Profiles
Simeesh DasSimeesh Das
Waiter at Carnival UK, P&O Cruise line UKWaiter at Carnival UK, P&O Cruise line UK
Damith KasagalaDamith Kasagala
Aircraft Technical Instructor at Resource Group- UK ( UK.147.0046, EASA.147.0181)Aircraft Technical Instructor at Resource Group- UK ( UK.147.0046, EASA.147.0181)
Tara CummingsTara Cummings
Area Manager at UK Coastal Holiday/ UK Community Homes Impact 1 ltdArea Manager at UK Coastal Holiday/ UK Community Homes Impact 1 ltd
Kelsey JonesKelsey Jones
Sales assistant at VPZSales assistant at VPZ
Hannah WardHannah Ward
Bar Supervisor at Oran Mor, Scotsman GroupBar Supervisor at Oran Mor, Scotsman Group