Summary
Overview
Work history
Education
Skills
Websites
Timeline
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Paula Wilson

Glasgow

Summary

Customer-oriented manager with 20 years of experience in training and managing teams of over 30 staff. Proven leadership in operational management and exceptional customer service delivery. Expertise in ensuring compliance with standards, policies, and procedures while achieving performance goals. Highly organized with strong prioritization skills to enhance productivity.

Overview

16
16
years of professional experience

Work history

Team manager

Social Security Scotland
Glasgow, Glasgow City
01.2025 - Current
  • Cultivated a strong rapport with team members, fostering a cohesive and collaborative workplace environment.
  • Maintained smooth-running business operations by delegating priorities to staff abilities.
  • Investigated issues affecting client advisers by reporting missing operational guidance to product leads.
  • Coordinated new client adviser consolidation plan to enhance team preparedness for live role.
  • Championed best practice sharing across the team for overall performance improvement.
  • Provided constant feedback resulting in performance improvement.
  • Conducted performance evaluations with constructive feedback, resulted in performance improvement.
  • Fostered a culture of continuous improvement within the team through diligent work ethics.
  • Communicated effectively with team members regarding quality issues, fostering a collaborative work environment.
  • Handled customer complaints promptly, ensuring resolutions were satisfactory while maintaining business relationships.

Client Advisor

Social Security Scotland
Glasgow, Glasgow City
06.2022 - 12.2024
  • Deliver first class customer service in fast-paced telephony role to achieve high satisfaction levels.
  • First point of contact within Operation Delivery team to manage client queries relating to Adult Disability Payment.
  • Respond to client requests, offering excellent support and tailored recommendations to address needs.
  • Effective liaison between clients and internal staff.
  • Utilise SPM for processing of Adult Disability Payment applications for existing and prospective clients.
  • Prioritised tasks when managing concurrent client applications with conflicting deadlines.
  • Completed relevant administrative tasks to promote smooth flow of applications for swift completion.

Enquiry Officer

Ombudsman Services
11.2021 - 05.2022
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Responded to customer requests with friendly, knowledgeable service and support.
  • Worked with new hires to educated on various customer service tasks, product specifications and company protocols.
  • Effective liaison between customers and internal departments.
  • Adhered to all confidentiality requirements at all times.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Facilitated conflict resolution by implementing protocols and investigating issues through completion.

Assistant Store Manager

Gap
Glasgow
04.2009 - 09.2021
  • Demonstrated company core values as role model, with focus on respect, honesty, integrity, diversity, inclusion and safety of others.
  • Assessed store's ability to meet and exceed customer expectations for customer engagement survey, building customer database for future traffic
  • Mentored team on effective up selling and cross-selling techniques.
  • Successfully motivated team of 35+ to drive productivity.
  • Managed team schedules using Rota geek, taking action to accommodate last-minute changes and requests.
  • Cultivated relationships with stakeholders to drive successful business initiatives.
  • Compiled and analysed data using spreadsheets or other database software such as My Insights and Springboard.
  • Exceeded specific team goals by partnering with team to share and implement best practices.
  • Trained junior team members on administrative processes, company policy & procedures and performance strategies.
  • Elevated customer satisfaction ratings by resolving issues for speedy resolution.
  • Provided comprehensive administrative and clerical support, including organising files, creating spreadsheets and imaging documents.
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
  • Conducted performance evaluation processes to inform recruitment decision making, leading to 85% retention and 87% employee engagement score.
  • Served as central point of contact for all outside vendors needing to gain access to building. Screened and verified visitors for identification credentials and purpose of visit to maintain security of team and store.
  • Recruited and coached high-achieving retail team to deliver outstanding customer service and build on weekly/monthly/quarterly KPI successes
  • Continued improvement of staff turnover levels through considered coaching, mentoring, engagement and incentive scheme.
  • Expertly managed staff logistics and day-to-day store operations for optimised financial efficiency.
  • Improved H&S and operational standards, addressing non-compliance through company auditing and consistently promoting best practice.

Education

GCSE -

Perth Academy
Perth & Kinross

Skills

  • Operational processes
  • Inventory control and systems
  • Merchandising planning
  • Customer service
  • Performance tracking
  • Self directed
  • Strong problem solver
  • Schedule management
  • Team-oriented
  • Hiring, training and development
  • Microsoft word/excel/power point expertise
  • Goals And Performance focussed

Timeline

Team manager

Social Security Scotland
01.2025 - Current

Client Advisor

Social Security Scotland
06.2022 - 12.2024

Enquiry Officer

Ombudsman Services
11.2021 - 05.2022

Assistant Store Manager

Gap
04.2009 - 09.2021

GCSE -

Perth Academy

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Paula Wilson