Sarah Moore
York
Summary
I am quality focussed and committed to approaching administrative tasks with attention to detail. I am experienced and competent working to achieve stretching targets and required deadlines. I ensure a high attention to detail and demonstrate accuracy when it comes to data entry. I work well in a team, as well as being highly self-motivated to work alone when required. I strive to achieve high standards and a high level of professionalism. I look continually to develop myself through engagement and involvement of others. I strive to ensure the goals of the team are achieved and exceeded. I am highly regarded by my peers and colleagues and was nominated to be their employee representative while our company was going through a TUPE transfer. I am also fully vaccinated and hold a current enhanced DBS, alongside completing NHS accredited safeguarding certificates.
Overview
22
22
years of professional experience
5
5
years of post-secondary education
Work history
Fleet & Complaints Manager
My Four Wheels
York
2023.02 - Current
- Liaised with other departments to resolve complex complaints, enhancing interdepartmental communication.
- Reviewed old unresolved cases periodically which resulted in closure of many pending issues.
- Reviewed customers' feedback on social media platforms for better service delivery.
- Conducted regular fleet audits for up-to-date inventory management.
- Fostered positive relationships with suppliers for quality parts procurement.
- Increased fleet utilisation by streamlining dispatch processes.
- Negotiated parts and labour rates with repair agents.
- Efficient arrangement of vehicle logistics nationwide.
Account Manager
My Four Wheels
2021.09 - 2023.02
- Dealing with numerous inbound enquires via phone, text, Facebook and email, allocating new learners to instructors
- Proactively working through sales data on the in-house CRM to generate business from prospects and potential learners
- Work closely alongside the Account Management and Training team to maintain the highest level of service to both learners and instructors
- Work closely alongside the marketing department to ensure instructors needs are met
- Undertaking full training as well as continuous performance related training with our Sales and Office Managers
- Setting up new instructors and learners on numerous online platforms
- Making welcome packs for new instructors
- Posting welcome packs and uniform to new instructors
Admin Assistant
Eboracum
York
2021.04 - 2022.11
- Company Overview: Covid vaccination site
- Welcoming patient's to site
- Booking patients in on the in-house system
- Complete security checks
- Ensure all data held within GDPR guidelines
- Complete health questionnaire alongside a medical professional to ensure patients are safe and eligible to receive the vaccination
- Check batch number and expiry date of all vaccines
- Outbound calls to patients to change existing appointments
- Keeping up to date with changing government guidelines surrounding vaccinations
- Helping patients manage anxieties and phobias with techniques such as mindfulness, square breathing and distraction
- Covid vaccination site
Purchasing and Admin Assistant
Cyclops Electronics
2018.06 - 2020.09
- Obtaining quotations from electronic distributors around the globe to ensure I get the best price for the sales team and their customers
- Contract review (ensuring all purchase orders done by the sales team are filled in correctly with all information needed to place an order)
- Placing purchase orders and arranging payment
- Ensure all orders placed are shipped to us in a timely manner
- Sourcing and recommending suitable alternative parts when availability is low
- Sourcing and reviewing new suppliers (VAT, ISO checks etc)
Receptionist
Mercedes Benz of York
York
2017.09 - 2018.05
- Answering the telephone to clients and correctly qualifying each call to ensure the client is transferred to the relevant department/person
- Achieving KPI of 23 calls answered per hour
- Achieving KPI of 90% of all calls answered within 30 seconds
- Sending E-mails on behalf of clients to colleagues when they are unavailable
- Dealing with customer complaints in the first instance
Claims Advisor
Budget Insurance/Minster Law Solicitors
York
2007.04 - 2017.08
- Company Overview: York
- Taking thorough and detailed accounts of car insurance claims from clients over the telephone and logging them onto the client's policies
- Making outbound calls to check the progression of clients claims
- Assessing liability of insurance claims
- Assessing repairability of client's vehicles and instructing subsequent repairs
- Logging and resolving complaints in the first instance
- Showing empathy to clients who have been involved in a road traffic accident
- Dealing with calls in a timely and efficient manner to ensure company SLA objectives are met
- Meeting set objectives for instructions of personal injury claims
- Meeting set objectives for instructions of repairs and hire vehicles
- Greeting VIPs and talking them through the claims process alongside showing them how our systems work
- Having a strong awareness of compliance
- Integration with several departments internally and externally which developed my communication and interpersonal skills
- Awareness and Implementation of regulatory guidelines
- Supporting the training of new starters when additional support is required
- York
Customer Service Representative
CPP
York
2002.10 - 2007.03
- Company Overview: York
- Inbound call handling to clients wanting to amend policy details
- Taking detailed reports of the theft or loss of client's financial cards and entering them onto the system
- Dealing with calls in a timely and efficient manner to ensure company SLA objectives are met
- Assessing clients' needs and being able to prioritise what they need the quickest assistance with
- Successfully retaining clients who initially wanted to cancel their policy
- Dealing with complaints
- Accurate data entry
- York
Education
GCSEs - grades A-D
Archbishop Holgates School
1995.01 - 2000.01
NVQ Level 2 - Customer Service
Pearson
York 2014.03 - 2014.07
Skills
- Professional phone etiquette
- DPA/GDPR compliant
- Excellent communication skills
- Works well both independently and as part of a team
- Administrative Experience
- Data entry
- Telephony
- Sales (inbound and outbound)
- Account management
- CRM software usage
- Industry-Specific knowledge
- Complaints management
- Email and telephone decorum
Timeline
Fleet & Complaints Manager
My Four Wheels
2023.02 - Current
Account Manager
My Four Wheels
2021.09 - 2023.02
Admin Assistant
Eboracum
2021.04 - 2022.11
Purchasing and Admin Assistant
Cyclops Electronics
2018.06 - 2020.09
Receptionist
Mercedes Benz of York
2017.09 - 2018.05
NVQ Level 2 - Customer Service
Pearson
2014.03 - 2014.07
Claims Advisor
Budget Insurance/Minster Law Solicitors
2007.04 - 2017.08
Customer Service Representative
CPP
2002.10 - 2007.03
GCSEs - grades A-D
Archbishop Holgates School
1995.01 - 2000.01