Nicola Pender
Cumbernauld,Glasgow
Summary
Detail-oriented professional with a strong foundation in customer service excellence and critical-thinking. Demonstrates exceptional communication and organisational skills, with proven expertise in Microsoft Office and data entry. Adept at managing records, processing payments, and engaging customers with a calm and composed demeanour. Committed to maintaining a professional attitude while multitasking efficiently under pressure.
Overview
24
24
years of professional experience
8
8
years of post-secondary education
Work History
Payroll Administrator
Malcolm McArthur & Son Ltd
Kilsyth, North Lanarkshire
04.2017 - Current
- Managed timesheets, ensuring accurate reflection of employees' working hours.
- Kept employee records complete, accurate and compliant.
- Used payroll software to streamline processes for increased efficiency.
- Handled challenging situations with sensitivity and understanding.
- Processed holiday or leave requests, maintained related documentation and calculated appropriate payments.
- Maintained full confidentiality whilst handling sensitive employee information.
- Evaluated discrepancies and rectified payroll errors.
- Responded to enquiries and provided information regarding payroll related matters.
- Completed accurate payroll calculations using manual or computerized systems.
- Dispensed forms such as P45s and P60s accurately and on time.
- Managed employee records on database to maintain accuracy and updated information.
- Managed annual leave records accurately; helped avoid conflicts and disruptions due to overlapping holidays.
- Ensured accurate record keeping for seamless auditing and compliance review.
Purchase ledger clerk
Malcolm McArthur & Son Ltd
Kilsyth, North Lanarkshire
03.2014 - 04.2017
- Ensured timely payments to suppliers, enhanced relationships.
- Communicated with suppliers regarding payment issues, resolved disputes.
- Resolved invoices queries and raised credit notes by communicating clearly and professionally.
- Liaised with internal departments on purchase queries for efficient resolution.
- Reconciled purchase orders with invoices for financial accuracy.
- Prioritised administrative tasks based on tight deadlines.
- Verified invoices against purchase orders to support smooth execution of month-end processes.
- Stored confidential information safely and securely in line with company protocol.
Warehouse Operative
Gist Limited
Cumbernauld, North Lanarkshire
11.2013 - 02.2014
- Picked, packed and dispatched high-volume orders, consistently exceeding warehouse performance targets.
- Packed orders for timely dispatch to customers and retail outlets.
- Maintained clean, safe and orderly warehouse space.
- Completed work following safety rules for best working practices.
- Followed safety guidelines when operating in hazardous environments.
Receptionist
Adventure Planet
Cumbernauld, North Lanarkshire
11.2008 - 11.2013
- Managed phone calls, resulting in effective communication flow within the company.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Enhanced customer satisfaction by efficiently managing all front desk enquiries.
- Maintained accurate logs of visitor entries for security purposes.
- Used computer booking systems to book children's birthday parties.
- Administering First Aid and completing the appropriate paperwork.
- Organised staff rotation of tasks and scheduled breaks.
New Homes Sales Executive
(Bryant Homes ) Taylor Wimpey
Glasgow, Glasgow City
05.2007 - 11.2008
- Understood customer needs to craft exceptional sales journeys.
- Maintained contact with customers throughout sales and pre-delivery process.
- Built long-term relationships with customers and generated referrals from existing clients.
- Delivered exceptional customer service, addressing customer queries and handling customer complaints.
- Managed client relationships from early stages of sales process through to post-sales
- Maintained an extensive knowledge of all products offered, assisting in informative customer interaction.
- Achieved and exceeded sales targets in line with client growth across all products and services.
- Provided customers with price information and handled financial transactions.
- Delivered high sales performance within budget to strict deadlines and targets.
Travel sales consultant
My Travel
Glasgow, Glasgow City
12.2006 - 05.2007
- Responded to clients' questions, issues and complaints, thinking creatively to formulate effective solutions.
- Advised customers on visas and travel safety.
- Tracked flight prices to secure best-possible prices for customer trips.
- Informed clients about cancellation policy and associated penalties.
- Used destination knowledge to enhance customer trips with local recommendations.
- Used travel agency software to explore customers purchasing options, offering clear comparisons and securing best-possible deals.
- Verified customer passports and documentation to travel.
- Conducted calls professionally and politely to maintain excellent service standards.
- Accommodated client requests for customisations or modifications as best as possible.
- Confirmed payment of deposits from clients before commencing with bookings.
- Employed strong product and systems knowledge to handle booking enquiries.
- Consistently sought to improve quality of service and go the extra mile at each customer touchpoint.
- Delivered excellent customer service consistently to build loyal clientele.
Travel Sales Consultant
Thomson Holidays ( Tui)
Glasgow, Glasgow City
06.2001 - 12.2006
- Responded to clients' questions, issues and complaints, thinking creatively to formulate effective solutions.
- Advised customers on visas and travel safety.
- Tracked flight prices to secure best-possible prices for customer trips.
- Informed clients about cancellation policy and associated penalties.
- Verified customer passports and documentation to travel.
- Strived to reach set sales and revenue targets.
- Conducted calls professionally and politely to maintain excellent service standards.
- Confirmed payment of deposits from clients before commencing with bookings.
- Employed strong product and systems knowledge to handle booking enquiries.
- Offered exemplary service to new and existing clients, helping to build lasting relationships and secure new travel assignments.
- Promoted seasonal travel offers and upsold additional tours and experiences.
- Researched accommodation options to provide choices for varying tastes and budgets.
- Remained knowledgeable on popular attractions and experiences to provide additional travel advice.
Education
HND - Leisure Management
North Glasgow College
Glasgow 08.1994 - 06.1996
Scottish Qualifications Certificate - Standard Grades- Higher Grades
Abronhill High School
Cumbernauld, North Lanarkshire 08.1987 - 06.1993
Skills
- Excellent communication
- Organised
- Customer service excellence
- Microsoft Office expertise
- Professional attitude
- Calm under pressure
- Organised and reliable
- Telephone skills
- Data Entry
- Attention to Detail
- Patience and composure
- Multitasking proficiency
- Computer literacy
- Payment Processing
- Records management
- Customer engagement
- Customer service orientation
Affiliations
- Walking my dog, Zumba classes, going out with friends and family
Timeline
Payroll Administrator
Malcolm McArthur & Son Ltd
04.2017 - Current
Purchase ledger clerk
Malcolm McArthur & Son Ltd
03.2014 - 04.2017
Warehouse Operative
Gist Limited
11.2013 - 02.2014
Receptionist
Adventure Planet
11.2008 - 11.2013
New Homes Sales Executive
(Bryant Homes ) Taylor Wimpey
05.2007 - 11.2008
Travel sales consultant
My Travel
12.2006 - 05.2007
Travel Sales Consultant
Thomson Holidays ( Tui)
06.2001 - 12.2006
HND - Leisure Management
North Glasgow College
08.1994 - 06.1996
Scottish Qualifications Certificate - Standard Grades- Higher Grades
Abronhill High School
08.1987 - 06.1993
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