Sophie Coveney
Basingstoke
Summary
Detail-oriented professional with a strong foundation in telephone communication skills, Microsoft Office, and system tools. Demonstrates exceptional adaptability and efficiency in task resolution, organisation, and deadline management. Proven ability to excel in both team collaboration and individual work settings, with a focus on conflict resolution. Committed to leveraging skills for continued professional growth and success.
Overview
10
10
years of professional experience
Work history
Credit Controller Team Leader
Tomato Energy
01.2025 - Current
- Updated database regularly for maintaining up-to-date record of all transactions.
- Maintained professional client interactions whilst managing overdue payments.
- Monitored client's credit situation closely, mitigating risks associated with late payments.
- Collaborated with internal teams to ensure smooth functioning of credit control processes.
- Developed strong relations with clients, fostering loyalty and trust on both ends.
- • Reviewed and authorized payment arrangements, credit limits, and recovery strategies.
- Collaborated cross-functionally with Billing, Sales, and Customer Service to resolve disputes.
Service Administrator
Castle Trust Bank / Omni Capital Retail Finance
03.2024 - 01.2025
- Provide frontline support via loan organization platforms.
- Ensure timely processing of letters and emails to meet SLA targets.
- Collaborate across departments to complete daily files and maintain case load integrity.
- Accurately onboard new retailers in line with agreed terms.
- Ensured seamless communication across departments through meticulous record keeping.
- Served as key point of contact for customers, enhancing company reputation.
- Reviewed and updated database regularly for accuracy of information.
Customer Service Representative
Castle Trust Bank / Omni Capital Retail Finance
01.2022 - 01.2025
- Handle inbound/outbound customer inquiries via phone and email.
- Provide account and settlement information, process payments, and set up Direct Debits.
- Assist in new loan applications, liaising with the Underwriting Team.
- Support vulnerable customers with appropriate forbearance solutions.
Logistics Officer (Temporary)
Labcold
08.2021 - 12.2021
- Coordinated delivery schedules with customers.
- Managed documentation, including advice and dispatch notes.
- Handled customer service queries and managed collections and disposals.
Receptionist / Acting Head Housekeeper
Premier Inn
03.2017 - 08.2021
- Processed bookings and payments, and handled customer complaints with professionalism.
- Managed and motivated the team to meet daily operational targets.
- Ensured compliance with data protection protocols.
- Temporarily took on Head Housekeeper duties, managing staff and scheduling.
Commercial Cleaner
Astramerix
02.2020 - 04.2021
- Maintained strict hygiene standards in commercial premises.
- Performed routine cleaning, sanitizing, and disinfecting tasks.
Customer Assistant / Makeup Advisor
Boots
11.2015 - 03.2017
- Advised customers on skincare and cosmetic products.
- Maintained product displays and assisted with inventory rotation.
Skills
- Highly proficient in Microsoft Office
Excellent verbal communication, especially in high-volume collections environments
Strong leadership and staff development skills
Highly proficient in Microsoft Office and credit control software
Efficient, organized, and deadline-focused
Skilled in conflict resolution and negotiation
Adaptable, detail-oriented, and results-driven
Calm and professional in high-pressure situations
Education & Additional Qualifications
· English Language: C
· Math: C
· IT: C
Customer Service Level 2 Apprenticeship : Distinction
Timeline
Credit Controller Team Leader
Tomato Energy
01.2025 - Current
Service Administrator
Castle Trust Bank / Omni Capital Retail Finance
03.2024 - 01.2025
Customer Service Representative
Castle Trust Bank / Omni Capital Retail Finance
01.2022 - 01.2025
Logistics Officer (Temporary)
Labcold
08.2021 - 12.2021
Commercial Cleaner
Astramerix
02.2020 - 04.2021
Receptionist / Acting Head Housekeeper
Premier Inn
03.2017 - 08.2021
Customer Assistant / Makeup Advisor
Boots
11.2015 - 03.2017
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