Summary
Overview
Work history
Education
Skills
ADDITIONAL EXPERIENCE
Timeline
Generic

Samantha Brown

Bishop Auckland

Summary

Dedicated Student Records Administrator with proven expertise in managing time-sensitive tasks and enhancing student experiences. Strong communication and IT skills support effective collaboration across departments. Eager to leverage transferrable skills in a new role that fosters professional development.

Overview

31
31
years of professional experience

Work history

Student Records Administrator

Durham University
Durham, County Durham
10.2023 - Current
  • Managed high volumes of record amendments while ensuring compliance with institutional standards.
  • Performing routine data checks and implementing corrections for anomalies.
  • Addressed student and staff queries effectively, coordinating with departments for timely resolutions.
  • Amending records in relation to concessions, appeals and withdrawals to maintain record accuracy and provide an audit trail.
  • Supporting students throughout their journey, from enrolment and registration to the delivery of their parchments and transcripts.
  • Implementing updates to the curriculum and completing in-year changes to student's programmes and modules.
  • Cross office working to support other teams at their peak times.
  • Working collaboratively with other departments to resolve issues in a timely manner.
  • Promptly responding to requests from colleagues to enhance interdepartmental communication and cooperation.
  • Maintaining high standards of data integrity with meticulous attention to detail.
  • Responding to developing issues for which no policy or guidance has been produced, finding workarounds where possible and raising concerns to senior managers to effect change.
  • Checking and collating exam papers and concession packs, setting up and maintaining exam venues and invigilating exams.
  • Verifying qualifications to external organisations, producing transcripts and preparing parchments for dispatch to provide a prompt and reliable service.

Customer Service Liaison Officer

HM Passport Office
Durham, County Durham
08.2002 - 10.2023
  • Dealing with urgent, compassionate and exceptional cases at pace and with enthusiasm.
  • Providing customer service excellence at all times, displaying key values and using creative thinking where required.
  • Handling enquiries in line with the customer charter, providing a quality service, and going the extra mile to find a positive resolution,
  • Working collaboratively with other departments, offices and business partners to resolve customer issues.
  • Operating within policy and procedures to ensure passports are only issued to those eligible, in line with public protection commitments.
  • Taking ownership of issues and keep customers and delivery partners updated.
  • Communicating effectively by post, email and telephone in a way that meets the customer's requirements and gives a favourable impression of the civil service.
  • Responding to developing issues for which no policy or guidance has been produced. Creating logs and letters, monitoring volumes and raising concerns to senior managers to effect change.
  • Dealing with people and documentation from all around the world, both directly and through third-party representatives.
  • Making effective decisions and maintaining thorough and concise records.
  • Dealing with case referrals, work allocation and emerging issues as the team deputy.
  • Examining passport applications to determine nationality and confirm identity.
  • Identifying fraud indicators and assessing whether to investigate further or refer to the fraud section.
  • Supporting, training and guiding colleagues both on my team and within the wider business.
  • Identifying areas where a process change will improve customer service or productivity.
  • Using multiple systems and programs to log, search and investigate.

Youth Worker

Durham County Council
Bishop Auckland, County Durham
08.2009 - 06.2015
  • Led activities that promoted growth in mental, emotional and educational areas.
  • Approached youth challenges with empathy and mentored individuals in critical thinking and problem-solving.
  • Worked with youth program team members to address challenges and promote resolution.

Deputy Manager

Ladbrokes PLC
Bishop Auckland, County Durham
03.1997 - 08.2002
  • Monitored and evaluated annual business plans in consultation with team members to meet set targets.
  • Taking, settling and paying out bets
  • Staff scheduling and training
  • Opening and closing the shop in line with security procedures
  • Monitoring high-staking customers in line with anti-money laundering regulations.
  • Dealing with angry and abusive customers and ensuring the safety of staff and customers.

Supermarket Cashier

Morrisons
Bishop Auckland, County Durham
09.1994 - 08.1996

Education

Level 3 Diploma in Youth Work -

ABC Awards

Level 3 Diploma in Counselling -

Study House

Level 3 Learning and Performance -

Stockton Riverside College

Level 3 Problem Solving -

Stockton Riverside College

Level 3 Working With Others -

Stockton Riverside College

Level 2 Adult Literacy -

NDCN

Level 2 Adult Numeracy -

NDCN

A-Levels -

King James I Sixth Form - Bishop Auckland

AS Level -

King James I Sixth Form

GCSEs -

King James I School - Bishop Auckland

Work Related Training

Skills

  • Motivated
  • Hard-working
  • Team collaboration
  • Adaptable
  • Data management
  • Customer relationship management
  • Problem solving





ADDITIONAL EXPERIENCE

3 month secondment to Durham Education Business Partnership October 2008 - January 2009

Liaised with businesses to arrange work experience placements for local schools.

Updated the database and ensured risk assessments were complete.

Prepared event packs for in-school enterprise days.

Attended events to motivate and support pupils with negotiation skills, problem-solving and decision-making.


Princes Trust Team Programme - Development Coach

Through a volunteer scheme at HMPO I was able to work with unemployed 16-25 year olds to help them develop employability skills and gain confidence. I led team-building exercises, held mock interviews, coached the young people to prepare and give presentations, helped to keep them motivated and supported them during a residential activity course.






Timeline

Student Records Administrator

Durham University
10.2023 - Current

Youth Worker

Durham County Council
08.2009 - 06.2015

Customer Service Liaison Officer

HM Passport Office
08.2002 - 10.2023

Deputy Manager

Ladbrokes PLC
03.1997 - 08.2002

Supermarket Cashier

Morrisons
09.1994 - 08.1996

Level 3 Diploma in Youth Work -

ABC Awards

Level 3 Diploma in Counselling -

Study House

Level 3 Learning and Performance -

Stockton Riverside College

Level 3 Problem Solving -

Stockton Riverside College

Level 3 Working With Others -

Stockton Riverside College

Level 2 Adult Literacy -

NDCN

Level 2 Adult Numeracy -

NDCN

A-Levels -

King James I Sixth Form - Bishop Auckland

AS Level -

King James I Sixth Form

GCSEs -

King James I School - Bishop Auckland

Work Related Training

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Samantha Brown