Natasia (Tash) Holman
Havant,Hampshire
Summary
Results-driven professional skilled in staff coaching, data analysis, and work instruction development. Strong task and time management capabilities with a focus on problem-solving and stakeholder communication. Certified in St Johns Ambulance 1st Aid and Fire Marshall training, contributing to enhanced workplace safety. Aiming to apply expertise in an environment prioritising continuous improvement and innovation.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work history
Customer Support
Lewmar Marine
Havant, Hampshire
2025.01 - Current
- Providing customer support for resolving technical issues, achieving high customer satisfaction.
- Delivering top-notch customer support services through effective helpdesk management.
- Streamlining processes within the customer support department to improve response times.
- Resolving customer complaints and queries via email and telephone
- Liaising with other departments/parts of the business to better serve customers
- Dealing with large international customer base in the Marine OEM market
Smart Operations Expert
OVO
Home based
2018.11 - 2024.10
- End to End managing of Smart Asset install, commission and post install maintenance.
- Duties including but not restricted to; Assisting engineers out in the field with installation and commissioning issues to ensure a smooth install goes ahead for our customers’
- In depth knowledge of all post install issues and processes.
- Coaching/quality checking and training of team members both onshore and offshore to improve efficiencies.
- Developing process maps and work instructions for back office processes, ensuring these are kept up to date and relevant.
- Analysing, reporting and resolving faults for Smart Assets.
- Updating and maintaining databases crucial in reporting to stakeholders.
- Self management and prioritising of workload. Managing expectations.
- Project management.
- Identifying and implementing continuous improvement.
- Working cases and complaints sent from other departments.
- Quarterly working Price Change to ensure customers are on the correct tariff and are being billed correctly.
- Team lead cover during holidays/sickness etc
- Spent some time helping the resource team - Building rotas and ensuring we have the correct FTE in the required spaces in order to balance and manage workload.
Customer Service Advisor - Telephony
SSE
Havant
2018.03 - 2018.11
- Assisting customers with all queries regarding their energy accounts.
- Duties included anything from taking customers’ most recent meter readings, through to calculating the balance of their next bill. Giving energy and money saving advice. Ensuring that all our customers’ needs are met by identifying vulnerabilities, financial difficulties and logging customer complaints.
- Above all this role always required me to deliver first class customer service whilst upholding company and regulatory standards.
Retail Store Manager
Cotton Traders
Havant
2010.06 - 2018.03
- Managed daily operations of clothing retail store, ensuring optimal customer experience and store performance.
- Recruited, trained, and developed staff while overseeing cash handling, banking, stock order, control, and rotation. Executed visual merchandising and ensured compliance with health and safety, data protection, and PCI regulations.
- Monitored and analysed performance of key performance indicators (KPIs) to drive effective operations.
Cluster Store Manager
Ladbrokes Racing
Hampshire
2003.02 - 2010.05
- Managed clusters of stores and multiple teams across Havant and Portsmouth, ensuring operational efficiency.
- Oversaw customer service, cash handling of large denominations, stock order and rotation, staff training and development, and implemented measures for responsible gambling by identifying addiction and vulnerabilities, alongside preventing money laundering and fraud.
Education
GCSE - English Literature, English Language, Science, Maths, Drama, German
Warblington School
1990.01 - 1994.01
Skills
- Customer service excellence
- Task and time management
- Stakeholder communication
- Problem solving
- Conflict resolution
- Data analysis
- Spreadsheet production
- Instruction creation
- Staff coaching
- St John’s Ambulance 1st Aid trained
- St Johns Ambulance Fire Marshal trained
Courses Completed
- Train the Trainer.
- Coaching 101 from Emerald Works.
- Agile working.
- Plan Zero - The energy transition
- Plan Zero - How to make zero carbon living a reality.
- Plan Zero - Climate change.
- Mental Health skills for everyone.
Systems used
- MDMS
- MWM
- SSI
- ITSC
- CGI
- C.S Live
- BOL
- ORION
- GENTRACK
- ABE
- BOOST PORTAL
- AEGIS
- FSM
- SFE
- BIGQUERY
- KAP
- ATOM
- ECOES
- XOSERVE
- EXPLORER
- EXCEL
- WORD
- OUTLOOK
- GOOGLE SHEETS
- GOOGLE DOCS
- GOOGLE SLIDES
- MILES
- AMAZON CONNECT
- WORKDAY
- D365
- WINDCHILL
Timeline
Customer Support
Lewmar Marine
2025.01 - Current
Smart Operations Expert
OVO
2018.11 - 2024.10
Customer Service Advisor - Telephony
SSE
2018.03 - 2018.11
Retail Store Manager
Cotton Traders
2010.06 - 2018.03
Cluster Store Manager
Ladbrokes Racing
2003.02 - 2010.05
GCSE - English Literature, English Language, Science, Maths, Drama, German
Warblington School
1990.01 - 1994.01