Abbie-Leigh Vicente

Five years experience in customer facing roles in busy environments with shift management. POS system competent with numerous years handling cash. Calm and level headed individual when placed in pressurised situations and environments. Three years experience in administrative and software solution roles, in charge of client relations, processing payments/refunds and reviewing information to provide clients with the most suitable service.

Benefits and revenues assessor - NEC Software Solutions - Hartlepool

(2021-08)

• To provide support to applicants by administering advice and information in respect to council tax and business rates
• Work with all types of correspondence from customers, urgent and non-urgent.
• Provide a customer facing service to Benefits' applicants providing advice, assistance, answering queries and dealing with complaints.
• Monitor claim progress and address any issues which affect the efficient and effective operation of assessing the benefit claim.
• Answer customer enquiries via the telephone if the customer requests it.
• Ensure that excellent customer service is delivered to all Benefits customers.
• Process payments and refusals
• Create letters for successful/unsuccessful customers
• Keep our systems and notes updated throughout the process of a claim

Administration Assistant - Alice House Hospice - Hartlepool

(2021-04 - 2021-08)

• Administrative and clerical tasks
• Preparing and editing letters, reports, memos, and emails
• Arranging meetings, appointments
• Answering phone calls and taking messages, transferring callers to the correct department
• Maintaining folders

Bar Staff - Craft Union - Hartlepool

(2020-07 - 2021-04)

• Managed shifts making sure all staff were working efficiently to keep business running as smoothly as possible. Replenished till inserts ready for the day as well as calculating the total cash/card intake for my shift.
• Followed strict government COVID 19 guidelines to keep staff and customers safe
• Extensive cleaning measures taken
• Greeted all customers in a friendly and warm manner, provided table service
• Made a variety of different beverages from soft drinks to alcoholic beverages.
• Changed barrels
• Prepared the pub ready for opens and closes (all POS set up presentably on tables, cleaning the FOH area and bar area)
• Dealt with customer complaints in a respectable manner

Bar Staff - South Road - Hartlepool, TS26 9HD

(2017-02 - 2020-06)

• Greeted all customers in a friendly and warm manner
• Took orders quickly, took food out to customers at their tables
• Made a variety of different drinks and cocktails
• Changed barrels
• Prepared the pub ready for opens and closes (all POS set up presentably on tables, cleaning the FOH area and bar area)
• Dealt with customer complaints in a respectable manner
• Experience in cash management (counting all tills, floating tills up, counting all safes and cash on the property at the end of the night)
• Assigned staff to different close down jobs on an evening

Receptionist - Raby Road - Hartlepool, TS24 8AS

(2016-10 - 2016-12)

• Answered a high volume of phone calls and email inquiries.
• Filed paperwork and organized computer-based information.
• Maintained appropriate filing of personal and professional documentation.
• Booked appointments with clients.
• Cleaned windows, glass partitions and mirrors using soapy water, surface cleaner, sponges and squeegees.
• Promoted building security by locking doors and checking electrical appliances for safety hazards.
• Checked in and stocked inventory throughout the facility.
• Kept cleaning cupboards clean and organized.
• Dusted all furniture and fixtures thoroughly and carefully.
• Opening reception, making sure everything was ready for the day

Crew Member - McDonalds - Teesside, Marina Way, Hartlepool, TS24 0XR

(2016-07 - 2016-09)

• Consistently provided friendly guest service and heartfelt hospitality.
• Operated the drive-thru window and sales register quickly and efficiently.
• Greeted customers and provided excellent customer service.
• Promptly and empathetically handled guest concerns and complaints.
• Maintained high standards of customer service during high-volume, fast-paced operations.
• Prepared drinks and ice cream items.
• Handled currency and credit transactions quickly and accurately.
• Followed food safety procedures according to company policies and health and safety regulations.
• Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures.
• Prepared all food orders within a 2-3 minute time frame.

BA - Business management - The Open University (2026-04)

NVQ level 3 - health and social care - Hartlepool sixth form college (2014 - 2016)

Level 2 - counselling skills - Learning curve group (2026)

BTEC - Performing arts - Manor community academy (2009 - 2014)

BTEC - Health and social care - Manor community academy (2009 - 2014)

GCSE - Math's - Manor community academy (2009 - 2014)

GCSE - English - Manor community academy (2009 - 2014)

GCSE - Music - Manor community academy (2009 - 2014)