Bex Plowright

Plan and coordinate efficient daily routes for drivers Source and allocate suitable vehicles based on operational needs Arrange vehicle inspections, collections, and deliveries

CSA - northgate- Cardiff

(2025-11)

• Plan and coordinate efficient daily routes for drivers
• Source and allocate suitable vehicles based on operational needs
• Arrange vehicle inspections, collections, and deliveries
• Manage client billing, including service charges and fuel costs
• Handle inbound calls and respond to customer queries professionally
• Provide administrative support to ensure smooth day-to-day operations
• Liaise with drivers and clients to maintain clear communication and service standards

Quality Assurance Analyst - Legal & General - Cardiff

(2024-12 - 2025-10)

In my current position, I focus on reviewing the work of team members to ensure that procedures are being followed correctly and consistently. I regularly assess different types of customer interactions to understand their experiences and highlight any concerns. I also help keep the team informed about updates to our processes and provide support when someone needs help understanding or applying them.

My role involves identifying patterns in performance and offering guidance to help improve outcomes, all while managing a steady and varied workload. In addition, I also do things such as 'CEP challenge process' and quality Time which are added responsibilities that include positive working with our stakeholders acting decisively and committing together.

• Monitor agent interactions to ensure compliance with internal processes and regulatory standards.
• Review customer journeys to assess experience quality and identify potential detriment.
• Provide coaching and tailored support to agents based on performance trends and QA findings.
• Deliver up-to-date guidance on process changes and ensure team alignment with new procedures.
• Conduct regular QA checks and contribute to maintaining high-quality service standards.
• Assist in identifying and escalating process failures and risk events to relevant stakeholders.
• Support internal audits and contribute to technical reviews and improvement projects.

Customer service advisor - Legal & General - Cardiff

(2024-01 - 2024-12)

• Distributing and organising data across the team
• Reporting data to the team leader
• Concise scanning of policies in data to determine retainable covers.
• Outbound calling customers (40 dial target)
• Needs assessing policies in detailed depth to determine the best outcome.
• Feeding back data to the team
• Discussing trends within the data
• Delivering specific focus to individual agents about their data
• Supporting my team by organising coaching session with my manager
• Explained the process.
• Feedback on the calls and what was done well and what could be improved.
• Side by side listening
• Teaching of data sheets

LSA - Appollo - Cardiff

(2023-05 - 2024-01)

Provided one-to-one and small group support to pupils with a range of abilities and additional learning needs.

• Assisted teachers in delivering tailored lesson activities and maintaining an inclusive classroom environment.
• Supported students' emotional and social development, promoting confidence and independence.
• Adapted learning materials and strategies to meet individual needs and ensure positive progress.
• Communicated effectively with teaching staff and parents to provide feedback on student

Waitress/Bar Staff/Barista - The Beach Hut Cafe - Llangranog

(2019-05 - 2023-08)

• Delivered friendly and professional customer service in a fast-paced café and bar environment.
• Served alcoholic and non-alcoholic beverages, prepared barista-style coffees, and maintained high presentation standards.
• Operated the till and handled cash and card payments accurately.
• Supported stock control, restocking, and maintaining cleanliness behind the bar area.
• Worked collaboratively with kitchen and floor staff to ensure smooth service and quick turnaround times.
• Built strong relationships with regular customers and contributed to a welcoming, customer-focused atmosphere.

LSA (Learning Support Assistant) - Dosbarth - Ceredigion

(2022-06 - 2022-11)

Learning support assistant. Working in various schools with different ages and abilities/ disabilities

Office Administrator - Dosbarth Asiantaeth Gyflenwi - Llandysul

(2022-02 - 2022-09)

I am currently working and a supply teacher agency where I am currently doing recruitment and bookings. I work on moving the recruitment process and sending them out to schools. My ICT skills are developing everyday which is needed, the company relays on spreadsheets, time schedules and organisations to make it successful. It is a great environment. I work with a team however we have our own responsibilities and demands.

Sales Assistant - Capita Tesco mobile - Ceredigion

(2021-11 - 2022-03)

Helping customers with purchasing phones contracts etc. meeting targets, creating contracts

Kitchen Assistant - Winnie's Cafe - Newcastle Emlyn, Carmarthenshire

(2018-01 - 2019-07)

I worked at a cafe and helped around the kitchen/ prepare food. I also did the cleaning when necessary. I made coffees and served customers. By doing this job I developed great customer service and manners. I also was able to develop my cooking skills.

Activities Instructor - Urdd Gobaith Cymru - Llangranog

(2019-01 - 2019-04)

The urdd camp is a family friendly, school activity centre/camp which involves leading children and families helping them work together and doing activities. The activities involved horse riding, team building, archery, go karting etc. I achieved helping the children bond, making families and children happy, working in fast paced environment.

Certificate - English language, English literature (GCSE) - Pembrokeshire College (2020-09 - 2021-06) Haverfordwest, UK

Newcastle Emlyn secondary (2015-09 - 2019-06) Newcastle Emlyn, Carmarthenshire, UK