Summary
Overview
Work History
Education
Skills
Timeline
Generic

Samantha Watson

Darlington,County Durham

Summary

A conscientious worker with excellent customer care and communication skills.

Demonstrating strong organisational abilities and keen attention to detail, ensuring tasks are completed accurately and punctually. Aims to provide exceptional support to and efficiency in all job roles.

Overview

30
30
years of professional experience
12011
12011
years of post-secondary education

Work History

Personal Assistant

W Hairdressing
Darlington, County Durham
04.2011 - Current
  • Maintain accurate and timely accounts for the running of the business, within timescales.
  • Organise timely and regular invoices efficiently, updating accounts.
  • Clerical tasks

Benefit Officer

Darlington Borough Council
Darlington, County Durham
06.2005 - 08.2014
  • Select benefit claims for review using a pre determined risk scoring process, and decide appropriate method of review and prepare necessary letters and paperwork.
  • Schedule and arrange appointments with customers both over the phone and face to face, updating online calendars and arrange necessary confirmation.
  • Visit customers homes, by appointment, to complete review process and scan and necessary documentation and upload and file to the claim.
  • Use strict confidentially whilst dealing with highly sensitive information and paperwork relating to Housing & Council Tax Claims that have been suspected and being investigated for fraudulent activity.
  • Assess benefit claims for Housing and Council Tax Benefit; telephone customers to obtain information where required and calculated claim, updating all systems and filing documentation.
  • Offered friendly, efficient customer service and handled challenging situations with ease over the phone and face to face. Ensuring high quality customer service skills are always used.
  • Gathered information, created charts and produced reports for staff.
  • Greeted customers promptly and professionally, providing friendly, knowledgeable assistance.
  • Arranged filing systems for easy use and retrieval by personnel in paper and digital format.
  • Performed general clerical duties as required; filing, scanning, photocopying, transcribed or scanned data to create new files.
  • Maintained detailed administration and office procedures to improve accuracy and efficiency in a fast paced environment
  • Handled incoming calls for staff, answering questions, directing calls and documenting messages.

Customer Service Representative

EE
Darlington, County Durham
05.1998 - 05.2004
  • Customers first point of contact; answer multiple incoming calls, in a prompt and friendly manner. Maintaining a high level of customer service and active listening skills, ensuring accuracy and understanding to assist customers. To successfully resolve inbound queries
  • Followed scripts when answering common customer questions. Maintained excellent client satisfaction by providing in-depth support.
  • Participated in team meetings sharing best practices for improving service delivery.
  • Recorded information about inquiries and complaints within internal database.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes. Maintaining a confident and sympathetic approach when dealing with confrontational customers.
  • Managing customers accounts and calling back to assist and resolve queries, relating to technical, service or accounts issues.
  • Reviewing customer accounts when fraudulent activity has been suspected and making timely and effective actions to resolve this. Calling customers to interview and obtain further information and action changes.

Administration Assistant/Sales Advisor

Austin Trumanns Steel Limited
Darlington, County Durham
06.1996 - 04.1998
  • Promoted welcoming environment while managing receptionist area and fielding requests for information. Being the first point of contact.
  • Answering telephone calls, to both customers and staff and deal with enquires.
  • Examined, scanned and input documents in software system.
  • Facilitated smooth running of daily operations through diligent calendar management.
  • Performed general clerical duties as required, contributed to overall operational efficiency.
  • Take sales orders over the phone and prepare quotations.
  • Improved office efficiency by organising and maintaining digital filing systems.
  • Processed new and existing customer sales orders and quotations, prepared invoices and faxed/emailed/ posted these efficiently.
  • Kept adequate office supplies on hand to support staff and business requirements.
  • Supported staff with administrative needs for photocopying, faxing and filing.

Administrative Assistant

J L Moore & Son's Limited
Darlington, County Durham
09.1994 - 05.1996
  • Gathered information, input data accuarately and effectively onto accounting systems, produce sales invoices and update sales ledgers.
  • Managed front desk duties to ensure smooth operation of reception area.
  • Applied maths abilities to calculate and check financial figures.
  • Wrote professional letters, emails and memoranda for business communication.
  • Clerical duties for the efficient running of the business; filing, faxing, answering the telephone, preparing letters, organising post.
  • Gathered information, created charts and produced reports for staff.
  • Maintained stock levels to avoid shortages in office supplies.

Education

GCSEs -

Hurworth School
Hurworth, Darlington

NVQ Level 2 - Administration

National Vocational Qualification
Darlington

NVQ Level 2 - Customer Service

National Vocational Qualification

Customer Service Foundation Modern Apprenticeship -

Customer Service

NVQ Level 3 Customer Service -

National Vocational Qualification

NVQ Level 3 Housing & Council Tax Benefits -

National Vocational Qualification
Darlington

Skills

I have over 20 years experience working in a Customer Service environment and administration role, gaining excellent and professional, Customer Service skills both over the telephone and face to face

I am enthusiastic, honest, reliable and hardworking, taking pride in my work I have excellent communication skills and can work well under pressure to meet tight deadlines

I am competent and computer literate and demonstrate a good level of VDU and keyboard skills I have gained good knowledge of various computer systems and procedures, these include, Windows, Microsoft applications, Word, Excel, Google and social media platforms

Timeline

Personal Assistant

W Hairdressing
04.2011 - Current

Benefit Officer

Darlington Borough Council
06.2005 - 08.2014

Customer Service Representative

EE
05.1998 - 05.2004

Administration Assistant/Sales Advisor

Austin Trumanns Steel Limited
06.1996 - 04.1998

Administrative Assistant

J L Moore & Son's Limited
09.1994 - 05.1996

GCSEs -

Hurworth School

NVQ Level 2 - Administration

National Vocational Qualification

NVQ Level 2 - Customer Service

National Vocational Qualification

Customer Service Foundation Modern Apprenticeship -

Customer Service

NVQ Level 3 Customer Service -

National Vocational Qualification

NVQ Level 3 Housing & Council Tax Benefits -

National Vocational Qualification

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Samantha Watson