Nicola Ward
Holme Hale,Norfolk
Summary
Dedicated professional with a strong background in customer service excellence, sales and logistical planning. Demonstrates an energetic work ethic and results-oriented approach, consistently achieving operational efficiency and customer loyalty building. Proficient in ticket logging, administrative support, and complaint resolution, with a proven ability to solve problems effectively. Adaptive team player skilled in remote teamwork and telephone skills, committed to enhancing customer satisfaction through exceptional service. Career goal: To leverage extensive skills in a dynamic role that prioritises operational efficiency and customer-centric solutions.
Overview
33
33
years of professional experience
5
5
years of post-secondary education
Work History
New Homes Consultant
Bennett Homes
Thetford, Norfolk
08.2023 - Current
- Advised on residential property development and market trends.
- Contributed to improving operational processes and client satisfaction.
- Delivered KPIs.
- Carried out day-to-day duties accurately and efficiently.
- Identified and qualified new sales leads, conducting market research to reach new sectors.
- Established strong relationships with new clients through effective influencing, strategic prospecting and weaving exceptional customer service into sales process.
- Closed new business sales to achieve targets, retaining business through exceptional client care.
- Improved efficiency and productivity by acquiring new skills.
- Listened to customer problems, objections and concerns, offering tailored solutions.
- Used active listening and relationship-building skills to assess customer needs, build rapport and deliver viable solutions.
- Applied exceptional customer service skills across all sales channels to engage prospects.
- Placed customer orders, providing guidance on product delivery timeframes.
- Built rapport with new and existing customers to boost client retention.
- Delivered exceptional customer service, addressing customer queries and handling customer complaints.
- Communicated with potential and existing customers in-person, over telephone and via webchat.
- Maintained excellent knowledge of industry trends to remain ahead of competitors.
- Negotiated best-possible prices for maximised profit levels.
VOIDS OFFICER (MOD)
AMEY Defence
05.2023 - 08.2023
- Managed voids for the Ministry of Defence, ensuring efficient property turnover.
- Defined and implemented organisational policies, rules and regulations.
- Maintained strict confidentiality through careful and correct storage of case documents, in line with internal policies.
- Coordinated maintenance schedules and inspections to meet MOD standards.
- Liaised with contractors and stakeholders to resolve issues promptly.
- Planned and directed general operations to meet organizational goals.
Senior Sales Consultant and Customer Care Advisor
Abel Homes
Thetford, Norfolk
10.2018 - 05.2023
- Led a team to achieve maximum sales targets by providing exceptional customer service.
- Managed and maintained CRM systems, ensuring accurate and up-to-date records.
- Provided expert knowledge on house types, specifications, and buying procedures to customers.
- Handled customer complaints and remedial actions promptly, maintaining high customer satisfaction levels.
- Raised jobs with subcontractors, agreeing best practice, time scale, and costs.
- Co-ordinated with subcontractors and site managers to resolve issues, and ensure smooth project execution.
- Visiting customers at their properties, and dealing with any technical issues.
- Keeping up to date with building regulations, quality and control, new construction ideas, materials, and build.
- Adhering to NHBC standards and the consumer code.
- Ensuring CAD drawings are up to date for site teams.
- Used active listening and relationship-building techniques to assess customer needs and deliver viable solutions.
- Delivered first-class customer care across telephone, email and live chat platforms.
- Provided outstanding levels of customer care, communicating effectively and professionally to develop positive company reputation.
- Handled telephone and email order enquires, using exceptional interpersonal skills to offer best-possible customer care.
- Maintained CRM systems to reflect all account activity, enabling customer care continuity.
Manager
The Black Swan Bar and Cafe
11.2015 - 07.2017
- Managed day-to-day operations of the bar and café, ensuring smooth functioning and customer satisfaction.
- Implemented effective stock management procedures to minimise wastage, and optimise inventory levels.
- Led marketing and advertising campaigns, resulting in increased footfall and revenue.
- Organised and hosted successful functions, contributing to the establishment's reputation and profitability.
- Provided leadership and training to staff members, achieving high performance standards, and exceeding sales targets consistently.
- Monitored health and safety measures for guaranteed compliance.
- Established clear budgets and cost controls strategies to meet objectives.
- Planned revenue generation strategies designed for growth.
- Oversaw facility maintenance and allocated needed resources to meet standards.
Manager
Epsom and Ewell Borough Council, Ewell Court House
Epsom, Surrey
03.2008 - 11.2014
- Developed and executed comprehensive advertising and marketing strategies, surpassing sales targets.
- Managed budget allocations, and maintained detailed transaction logs to ensure financial transparency.
- Coordinated with contractors and external organisations, while preserving the Grade II listed status of Ewell Court House.
- Maintained and undertook responsibilities for weekly COSHH, Health & Safety, and Fire Risk assessments, implementing any changes needed efficiently and effectively.
- Liaised with stakeholders, tenants, and exceeded service expectations.
- Used in-house software to keep all job tickets up to date, and react and deal with all jobs not falling within the agreed time frame and budget.
- Conducted accurate research and implemented findings to enhance visitor experiences and operational efficiency.
- Fostered strong client relationships, securing new business, and ensuring high levels of client retention.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Organised financial and operational data to help with yearly budgeting and planning.
- Designed and implemented training to further develop staff based on business goals.
- Established clear budgets and cost controls strategies to meet objectives.
- Planned revenue generation strategies designed for growth.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Represented organisations at seminars, conferences and business events.
Learning Support
Sycamore Centre
Epsom
09.2003 - 03.2008
- Provided educational support and guidance to pupils excluded from mainstream schools, fostering an inclusive learning environment.
- Managed incidents and achievements records, ensuring comprehensive documentation and reporting.
- Co-ordinated field trips for GCSE research, enhancing students' educational experiences.
- Liaised effectively with external agencies to support student development and welfare.
- Implemented safeguarding policies and procedures, ensuring a safe and secure learning environment for vulnerable young adults.
- Determined learning support required and executed plans to help affected students.
- Monitored progress and wrote reports on pupils receiving learning support.
- Reflected varied abilities when organising and delivering lessons and additional learning support.
- Aided emotional and educational growth through compassionate teaching and bespoke learning support as appropriate.
- Supported education leaders in planning and delivering programme learning goals.
- Liaised with healthcare providers and social workers to process referrals and support comprehensive client care.
- Supported classroom teacher in monitoring, assessing and recording students progress.
- Met and exceeded student learning goals by monitoring progress and providing prompt, targeted intervention.
- Identified learning gaps and recommended solutions to address needs.
- Enforced school-wide behavioural policy within classroom setting to minimise low-level disruption and enhance learning.
- Maximised student learning time by providing smooth transitioning support between lessons.
- Provided engaging group and 1:1 lesson support to help students achieve optimum academic results.
- Supported children's development with learning-through-play activities, aiding social, emotional and educational growth.
Manager
Dollond & Aitchison Opticians, Eyeland Express
Bracknell, Bracknell Forest
04.1992 - 09.2003
- Exceeded sales targets consistently through effective leadership and team motivation.
- Provided exceptional customer care, resolving queries, and ensuring customer satisfaction.
- Managed daily banking procedures, ensuring accuracy and compliance with financial regulations.
- Conducted staff training programmes, enhancing team skills and performance.
- Implemented operational improvements, optimising workflow, and enhancing service delivery.
- Successfully delivered on tasks within tight deadlines.
- Supported team by demonstrating respect and willingness to help.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Completed customer orders with speed and accuracy.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and clear communications.
Education
Accreditation for legal alcohol service responsibilities - Education
BIIAB Personal License
LondonCredential in guiding and developing individuals professionally - undefined
Lighthouse Coaching and Mentoring Certification
GCSE -
Guildhall School of Music and Drama
LondonGCSE -
Chessington Community College, Surrey
SurreyHS&E -
House Building Skills Partnership
06.2021 - 06.2026
Skills
- Customer Service Excellence
- Logistical planning
- Energetic work ethic
- Results oriented
- Ticket logging
- Administrative support
- Problem solver
- Adaptive team player
- Customer loyalty building
- Telephone skills
- Remote teamwork
- Operational Efficiency
- Problem-solving
- Complaint resolution
Affiliations
- Kayaking Baking Reading Spending time with my family
References
References available upon request.
Timeline
New Homes Consultant
Bennett Homes
08.2023 - Current
VOIDS OFFICER (MOD)
AMEY Defence
05.2023 - 08.2023
HS&E -
House Building Skills Partnership
06.2021 - 06.2026
Senior Sales Consultant and Customer Care Advisor
Abel Homes
10.2018 - 05.2023
Manager
The Black Swan Bar and Cafe
11.2015 - 07.2017
Manager
Epsom and Ewell Borough Council, Ewell Court House
03.2008 - 11.2014
Learning Support
Sycamore Centre
09.2003 - 03.2008
Manager
Dollond & Aitchison Opticians, Eyeland Express
04.1992 - 09.2003
Credential in guiding and developing individuals professionally - undefined
Lighthouse Coaching and Mentoring Certification
Accreditation for legal alcohol service responsibilities - Education
BIIAB Personal License
GCSE -
Guildhall School of Music and Drama
GCSE -
Chessington Community College, Surrey
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