Nicola Smith

• Review bespoke corporate contracts and associated documentation to ensure all required validation has been completed.
• Research and analyse complex information to configure bespoke requirements and carry out thorough quality assurance to ensure timely delivery with accuracy and efficiency.
• Applied critical thinking to analyse problems, evaluate solutions and select optimal decision for customer satisfaction.
• Provide clear, comprehensive detail to relevant stakeholder.
• Adapted quickly to frequent changes in the products and services in a high-pressure environment.
• Delivered friendly, efficient customer service whilst managing challenging situations with ease.
• Maintain regular and meaningful communication with multiple departments to address future workflows, resolve queries and agree on solutions to meet client needs.
• Dedicated to process improvement and proven ability to create and implement improvement strategy.
• Assisted with regular internal and external audit requirements by producing and sharing relevant documentation and insights and providing a high-level walkthrough of processes and actions. Provided clear and detailed responses to follow up queries to ensure accreditation.
• Collating and validating customer data for the annual RPI uplift project to ensure data integrity
• Regularly participate in projects related to new product launches or changes, identifying potential issues in tariff or connection processes.

• Developed strong leadership skills, resulting in a more proactive team.
• Conducted performance reviews to identify areas of improvement and potential development opportunities.
• Managed conflict situations efficiently for harmonious working relationships.
• Devised unique team building activities to foster better cooperation among members.

• Managed two Team Coaches and 14 Customer Service Advisors, delivering support to high-profile business clients including, amongst others, IBM, Siemens and Legal & General.
• Cultivated relationships with internal and external stakeholders across all levels.
• Facilitated weekly meetings to review progress, deadlines, objectives, and concerns.
• Prioritised workload effectively for timely task completion through inbound and outbound e-mail and telephone contact.
• Addressed customer complaints promptly, ensuring satisfaction and ultimately retention.
• Conducted performance evaluations to identify improvement areas in team operations and individual progress.
• Handled employee grievances, promoting a harmonious workplace environment.
• Developed action plans to drive continuous process improvement initiatives.

• Managed the flow of work to ensure corporate contracts were processed in an accurate and timely manner.
• Carried out day-to-day duties accurately and efficiently.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Successfully delivered on tasks within tight deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.

Provided PA support within Marketing and Commercial Operations.

Provided PA support within Human Resourcing, Finance and Marketing.

I held Administrative positions within BT Finance and at the BT Engineering Training College.