Paula Kearns
Summary
A dedicated professional with strong administration skills and a proven track record in customer service. Demonstrates exceptional time management and efficiency in resolving issues, consistently meeting deadlines with adaptability and professionalism. Committed to delivering helpful and effective solutions, using telephone skills to enhance communication and client satisfaction.
Overview
16
16
years of professional experience
2018
2018
years of post-secondary education
Work history
Extended Maternity Leave
09.2020 - 11.2025
- Responsible for managing all aspects of the household including appointments, cleaning, cooking, laundry, basic DIY, etc.
- Maintained strict routines in the home to support development and learning.
- Planning activities, outings and events to enhance development.
- Frequently using IT such as emails, internet, etc for booking appointments, undertaking research managing finances.
Administration Assistant
Chubb Fire & Security
Blackburn
10.2018 - 09.2020
- Responsible for handling and managing all emails and calls to and from external clients / businesses in a timely manner.
- Maintained an excellent level of customer service and professionalism which customers and internal staff and leadership.
- Gathering prices and product information for customer enquiries, ensuring accuracy and attention to detail.
- Escalating client requests for service to the sales team.
- Maintaining spreadsheets with client data as well as all points of contact and relevant information.
- Generating invoices for clients from internal software.
- Inputting client details on to the client relationship management system.
- General administration duties such as photocopying, filing, maintaining office supplies, etc.
- Used MS Office including MS Word, MS Excel, Outlook, and bespoke systems.
- Worked both in the office and at home, following COVID guides.
Customer Service Adviser
TV License Capita
Darwen
04.2015 - 10.2018
- Worked mainly on the payments team with inbound only calls, responsible for setting up payment plans, taking payments and providing customers with information regarding their outstanding debts.
- Provided a high level of customer care and service whilst maintaining a calm and professional manner handling customers who were distressed, angry or upset.
- Maintained excellent attention to detail and accuracy whilst inputting information on to the system.
- Used a variety of bespoke software packages for customer information management systems, telephone systems, as well as emails and MS office.
- Followed strict data protection (GDPR), confidentiality and safeguarding policies.
- Escalating customers to senior advisers / leadership in special circumstances when required.
- Actively participated in all training provided, followed instructions and feedback given.
- Assisted colleagues who were new to the team, providing them with guidance, information and advice on handling challenging calls / customers.
- Worked to strict targets on customer call waiting times, customer resolutions, and customer satisfaction.
Maternity Leave
03.2014 - 04.2015
Cleaner
Bright Cleaning
Blackburn
08.2009 - 03.2014
- Cleaning commercial and domestic properties and businesses across Blackburn, Darwen and Great Harwood.
- Working to an exceptionally high standard to ensure customer satisfaction with the cleaning undertaken.
- Cleaning involved wiping surfaces, polishing, dusting, vacuuming, mopping, sweeping, replenishing bathroom supplies, emptying bins, etc.
- Following strict guidelines for the safe use of cleaning products and chemicals.
- Worked to a rota and a cleaning schedule, ensuring all cleaning was completed within the dedicated time period.
- Worked as part of a small team to complete the majority of the jobs.
Education
Level 3 Administration -
AQA
Level 2 Interior Design - undefined
Blackburn College
GCSE - Maths, English, Science, PE, Food Technology
St Bedes R.C. High School
BlackburnSkills
- Time management
- Administration skills
- Customer Service
- Telephone skills
- Working to deadlines
- Efficiency in resolving issues
- Adaptable
- Professional
- Helpful
Timeline
Extended Maternity Leave
09.2020 - 11.2025
Administration Assistant
Chubb Fire & Security
10.2018 - 09.2020
Customer Service Adviser
TV License Capita
04.2015 - 10.2018
Maternity Leave
03.2014 - 04.2015
Cleaner
Bright Cleaning
08.2009 - 03.2014
Level 2 Interior Design - undefined
Blackburn College
GCSE - Maths, English, Science, PE, Food Technology
St Bedes R.C. High School
Level 3 Administration -
AQA