Mirjana Gibbs
Birmingham
Summary
Extensive experience in administration and interacting with people of all ages and abilities. My background has equipped me with excellent communication skills, empathy and the ability to build positive relationships with both colleagues and customers. I can confidently work on my own but am strong and inclusive as part of a team. I consistently produce accurate, high-quality work with a strong awareness of compliance and data integrity, meeting all productivity and quality targets. I am fully computer literate and used to working across multiple systems / mailboxes - my time management and organizational skills enable me to meet agreed deadlines.
Overview
34
34
years of professional experience
Work history
Complaints Administrator
Equiniti Financial Services
Birmingham
1995.10 - 2026.03
- Joined as a Data Entry Clerk processing Stock Market trades - accuracy and efficiency were key.
- Moved on to an operational team validating and registering forms and legal documents, dealing with private shareholders, stockbrokers and solicitors by telephone and written communication.
- Assigned to the Call Centre when it was first created dealing with high volumes of calls, covering several different skillsets.
- Got promoted to Customer Care Adviser dealing with telephone complaints and providing knowledge support and call handling guidance to colleagues.
- Selected to assist with the creation of an email team which I helped expand over time providing training, quality monitoring and reporting assistance to the Team Leader.
- Moved onto the Customer Resolution Team as a Complaints Administrator assessing and logging complaints. This was my last role before I was made redundant.
- Streamlined office operations by implementing efficient administrative procedures.
- Compiled essential data by updating essential spreadsheets enhancing overall understanding of team performance.
Office administrator
Hydraulic Tools Limited
Birmingham
1993.07 - 1994.11
- Managed general office duties, including handling telephone enquiries and processing orders.
- Raised invoices and followed up on outstanding payments.
- Supported stock control processes and inventory management.
- Participated in trade shows to promote company offerings.
Trainee HR Assistant
Shape Housing Association
Birmingham
1992.05 - 1993.04
- Assisted with reception and switchboard duties.
- Updated databases with relevant information.
- Typed invoices for billing purposes.
- Filed documents systematically.
Education
A-Levels - Grade D - Business Studies
Casbury College
Birmingham 2001.04 -
O-Levels - Grades B / C including Maths and English
Casbury College
BirminghamSkills
- Complaint handling administration – skilled in triaging, logging and assigning complaints from multiple channels across various skillsets
- Communication skills – clear and professional written and verbal communication skills, able to interact confidently with people of all ages and competencies
- Teamwork & collaboration – work effectively within a busy team environment, supporting colleagues and contributing to shared goals
- Workload coordination – experienced in prioritising and allocating cases based on urgency, complexity and investigator skillsets
- GDPR & FCA compliance – strong awareness of compliance, data integrity and breach reporting
- Organisation & time management – effectively assess tasks to prioritise jobs and consistently meet Service Level Agreements
- Customer care & empathy – approachable, considerate and able to handle sensitive situations with professionalism
- Initiative & problem solving – identify issues / trends and take responsibility for solving them or escalating them appropriately
- IT proficiency – competent user of Microsoft Office, including Word, Outlook and Excel Confidently and accurately use / switch between multiple in-house systems
Affiliations
- I enjoy a wide range of books and films, helping me to unwind and broadening my knowledge and perspectives. I am currently learning Spanish through the Duolingo App and enjoy developing new skills at my own pace. I have also recently discovered ‘Extreme day trips’ - flying abroad and returning the same day, looking forward to exploring more destinations in this unique way
References
References available upon request.
Timeline
A-Levels - Grade D - Business Studies
Casbury College
2001.04 -
Complaints Administrator
Equiniti Financial Services
1995.10 - 2026.03
Office administrator
Hydraulic Tools Limited
1993.07 - 1994.11
Trainee HR Assistant
Shape Housing Association
1992.05 - 1993.04
O-Levels - Grades B / C including Maths and English
Casbury College