Pauline Austin
Edinburgh
Summary
Customer-focused professional with 21 years of experience in administration and diverse roles. Strong listening and communication skills enhance relationship building and issue resolution. Proficient in simplifying complex information to boost customer satisfaction while managing priorities effectively under pressure. Advanced IT skills in Word, Excel, Outlook, and Access streamline workflows and support operations in collaborative team environments.
Overview
41
41
years of professional experience
Work History
Retail Merchandiser
Expd8
Edinburgh, Midlothian
11.2023 - Current
Cleaning Operative
Edinburgh City Council
Edinburgh, Midlothian
10.2022 - 11.2023
Business Owner
Pretty Polly’s Cleaner
10.2014 - 10.2022
Carer
Aspen Hamilton Life Care
10.2011 - 10.2014
Receptionist
Alan’s School of Motoring
10.2010 - 10.2011
Collection Agent
Provident Finance
08.2007 - 08.2010
Specialist Telephone Dealer
Bank of New York
01.2002 - 04.2007
- Handled a high volume of incoming calls in a busy call centre, consistently maintaining professionalism and clarity on every call.
- Sold shares on the stock market for clients, utilising consultative and fact-based selling techniques to match investment needs.
- Dealt with stressed and difficult calls, using active listening, empathy, and positive tone control to de-escalate situations and achieve resolution.
- Maintained and updated client accounts, responding to general enquiries regarding share values and ensuring accurate record-keeping.
Switchboard Operator / Office Assistant
Jenners Department Store
Edinburgh
10.1989 - 01.2002
- Answered public calls and promptly routed them to the correct department or extension using a multi-line PBX switchboard.
- Took detailed messages for management and ensured accurate forwarding to the recipient.
- Made store-wide PA announcements, including opening and closing notices.
- Contacted emergency services in the event of fire threats and implemented emergency protocols.
- Carried out general office duties: typing pool tasks, purchase ledger, customer accounts, cashroom oversight, and stock-control logging.
- Performed photocopying, filing, and prepared outgoing mail for the Post Office.
- Requested stock deliveries from the warehouse and coordinated receipt across departments.
- Collaborated with buyers to monitor and resolve delivery and stock discrepancies.
- Assisted in annual stock-taking procedures on the shop floor and in the warehouse.
Switchboard Operator
Debenhams
09.1985 - 09.1998
- Operated switchboard, assisted security team, and handled multi-line calls.
Administration Assistant
Kwik Fit Head Office
09.1988 - 01.1989
- Processed child safety refunds, typed letters, and managed telephone reception.
Education
SVQ Level 5 - Microsoft Office Specialist
ITPT Centre
Edinburgh, EDH01-2025
SVQ Level 5 - Business Administration
Strathclyde College
Glasgow, GLG01-2025
Business and IT HNC -
ITPT Computer Centre
Edinburgh, EDH04-2026
SVQ Level 4 - ECDL Module 1 to 3
Edinburgh College
Edinburgh, EDHSVQ Level 4 - Office Experience
Edinburgh College
EdinburghSVQ Level 4 - Word Expert
Pitman Training
EdinburghSVQ Level 4 - Excel Expert
Pitman Training
EdinburghSVQ Level 4 - Bookkeeping
Pitman Training
Edinburgh, EDHSkills
- Customer service
- Problem Solving
- Telephonist
- Communication
- Time management
- Communication skills
- IT proficiency
- Attention to detail
- Call center operations
- Stock control
- Office administration
Timeline
Retail Merchandiser
Expd8
11.2023 - Current
Cleaning Operative
Edinburgh City Council
10.2022 - 11.2023
Business Owner
Pretty Polly’s Cleaner
10.2014 - 10.2022
Carer
Aspen Hamilton Life Care
10.2011 - 10.2014
Receptionist
Alan’s School of Motoring
10.2010 - 10.2011
Collection Agent
Provident Finance
08.2007 - 08.2010
Specialist Telephone Dealer
Bank of New York
01.2002 - 04.2007
Switchboard Operator / Office Assistant
Jenners Department Store
10.1989 - 01.2002
Administration Assistant
Kwik Fit Head Office
09.1988 - 01.1989
Switchboard Operator
Debenhams
09.1985 - 09.1998
SVQ Level 5 - Microsoft Office Specialist
ITPT Centre
SVQ Level 5 - Business Administration
Strathclyde College
Business and IT HNC -
ITPT Computer Centre
SVQ Level 4 - ECDL Module 1 to 3
Edinburgh College
SVQ Level 4 - Office Experience
Edinburgh College
SVQ Level 4 - Word Expert
Pitman Training
SVQ Level 4 - Excel Expert
Pitman Training
SVQ Level 4 - Bookkeeping
Pitman Training