Tracey Kerr
Whitburn,West Lothian
Summary
Committed and motivated Administrative Assistant with exceptional customer service and decision-making skills. Strong work ethic, professional demeanour and great initiative. Organised and dedicated with 20 years of experience Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic with ability to perform effectively in independent or team environments. Experienced with administrative work. Ready to help visitors, assist staff and complete different clerical tasks. Strong in time management, multitasking and organisation. Thrives under pressure and adapts to challenges with ingenuity and resilience. Organised and dependable. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.
Overview
39
39
years of professional experience
4
4
years of post-secondary education
Work history
Admin Assistant
West Lothian Council
Livingston, West Lothian
02.2003 - Current
- Kept and maintained accurate filing system for preservation of office information.
- Received, sorted and distributed incoming mail.
- Dealt with routine enquiries by telephone and referred more complex matters to appropriate members of staff.
- Provided printing, photocopying scanning support to colleagues.
- Planned and scheduled meetings, creating agendas and minutes as needed.
- Acted as main contact for staff and clients.
- Created email notifications, invitations and agendas for meetings, events and appointments.
- Prepared and distributed meticulous notes and high-quality reports within deadlines.
- Took initiative to self-assign administrative tasks in line with company policy to maximise impact.
- Ordered stock and supplies from trusted and cost-effective suppliers to meet office needs.
- Managed physical and digital correspondence while keeping information private and secure.
- Helped staff to maximise efficiency by providing clerical and secretarial support.
- Created and maintained logical and orderly digital filing system for impeccable record keeping.
- Organised tasks by level of urgency and importance to make best of use time and resources.
- Contributed to harmonious and productive office environment by building positive relationships with co-workers.
- Assess. allocate and reallocate works to trades person.
- Update Spreadsheets to state which trades person has jobs allocated to them.
- Closing Down Jobs on Open Housing and other systems used.
- Knowledge of work that needs prioritised ie emergency, routine and standard jobs in a timely manner.
- Liase with Managers, Team Co-Ordinators, Colleagues, Stores and Suppliers.
- Collate and Print information Packs for Void Properties - Asbestos Reports, Electrical & Gas Certificates etc and email appropriate members of staff with works to be carried out.
Customer service advisor
Sky TV
Livingston, West Lothian
07.1999 - 02.2003
- Established positive relationships with clients by going extra mile to build rapport.
- Participated in staff meetings to discuss new developments.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Transferred customer calls to respective department or personnel to address specific issues.
- Recorded customer communications to maintain proper documentation.
- Registered and updated accurate customer information on database.
- Offered detailed advice on product and service benefits.
- Recorded and processed customer data accurately.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Adhered strictly to policies and procedures for continued company compliance.
- Offered prompt solutions to maintain customer satisfaction.
- Escalated complex issues in line with internal best practices for swift resolution.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Offered recommendations to customers based on specific situations, priorities and obstacles.
- Diagnosed and communicated technical problems to customers at appropriate level of understanding.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
Clerical Assistant
Stag-Chem Ltd
Edinburgh, Midlothian
06.1985 - 10.1988
- Ran reception areas by greeting visitors and responding to telephone and in-person requests for information.
- Streamlined operations by organising files and documents to implement improved workflow and organisation.
- Created weekly and monthly reports and presentations, enabling improved operational analysis.
- Called customers with past-due invoices to request prompt payment.
- Entered handwritten data into computers for easy retrieval.
- Kept inventory of office supplies and ordered new items when necessary.
- Automated office operations, managed client correspondence and supervised data communications.
- Took and relayed messages between staff, customers and other parties.
- Sorted and distributed incoming mail to correct recipients throughout busy office environments.
- Scheduled and confirmed appointments for entire management team.
- Scheduled appointments, meetings and travel for office staff.
- Organised and maintain office common areas.
- Responded to telephone enquiries from clients, vendors and members of public.
- Sorted and distributed business correspondence to correct department or staff member.
- Processed new clerical requests and followed up to ensure timely completion and complete satisfaction with results.
- Maintained office files for reliable reference, including electronic and hard copies.
- Maintained tidy reception area to provide visitors with positive first impression of company.
- Processed invoices and payments using accounting software.
- Kept office tidy, organised and stocked with supplies.
- Greeted guests and clients with warmth and professionalism.
- Handled basic invoicing and mail management for office staff.
- Maintained detailed administration and office procedures to improve accuracy and efficiency.
Education
GCSEs -
08.1981 - 06.1985
- SECRETARIAL STUDIES O'GRADE GRADE B
- ARITHMETIC O'GRADE GRADE C
- ART & DESIGN O'GRADE GRADE B
- ENGLISH O'GRADE GRADE C
- FOOD & NUTRITION O'GRADE GRADE B
- ART C.S.E GRADE 3
- CHILD DEVELOPMENT C.S.E GRADE 3
- ENGLISH C.S.E GRADE 3
- SOCIAL STUDIES C.S.E GRADE 3
Skills
- Data entry
- Operational processes
- Dedicated team player
- Professional and mature
- Excellent telephone and email etiquette
- Excel database maintenance
- Microsoft Office
- Electronic file management
Timeline
Admin Assistant - West Lothian Council
02.2003 - Current
Customer service advisor - Sky TV
07.1999 - 02.2003
Clerical Assistant - Stag-Chem Ltd
06.1985 - 10.1988
Queensferry High School - GCSEs,
08.1981 - 06.1985