Elisha Stone

Experienced Receptionist/Administrator and customer service professional with extensive experience supporting students, staff, customers and external contacts. Currently working at SRUC Kings Buildings, providing front-of-house support, managing enquiries, switchboard calls, room bookings using Day View, computerised records, mailroom cover, contractor documentation and vehicle servicing coordination. Experienced in handling confidential information in line with GDPR, difficult and sensitive enquiries, and time-critical situations.

Calm, approachable and organised, with strong problem-solving, communication and administrative skills.

Receptionist / Front of House - SRUC - Edinburgh

(2024-06)

Provide professional front-of-house and reception support for staff, students and visitors, managing enquiries in person, by telephone and electronically.

• Operate the switchboard and manage calls, including supporting other sites when required.
• Manage room bookings using Day View and maintain accurate computerised records and staff badge information.
• Handle confidential information appropriately and work in accordance with GDPR requirements.
• Coordinate pool-car servicing, MOTs and repairs and liaise with contractors and service providers.
• Manage contractor sign-in documentation and provide mailroom cover, including during staff absence.
• Carry out First Aid and Fire Marshal duties and respond appropriately to health, safety and operational issues.

Remote Claims Advisor (Temporary) - OVO Home Care

(2024-02 - 2024-06)

• Handled customer and contractor enquiries, arranged call-outs and investigated service issues.
• Raised claims, processed payments and authorised work within policy limits.
• Maintained accurate records and prioritised emergency and vulnerable-customer cases using empathy and sound judgement.

Remote Customer Service Advisor - Laced Europe Ltd

(2022-10 - 2024-01)

• Managed enquiries by email and social media for an online marketplace, supporting buyers and sellers.
• Resolved payment, delivery, returns and refund issues and coordinated courier claims.
• Handled complaints professionally and maintained clear records of actions and outcomes.

Remote Customer Complaints Advisor (Temporary) - Scottish and Southern Energy (SSE)

(2021-12 - 2022-06)

• Managed escalated and sensitive complaints, including referrals from Citizens Advice and the Ombudsman.
• Liaised with internal departments and external providers to resolve issues within required timescales.
• Maintained accurate case files and kept customer information and account records up to date.

Customer Service Advisor - H&M - Edinburgh

(2018-06 - 2021-11)

• Provided customer support for orders, deliveries, returns and refunds across multiple retail brands.
• Recognised customer vulnerabilities, escalated potential fraud and maintained high standards of customer care.

Safety & Security Advisor - Unite Students - Edinburgh

(2017-10 - 2018-06)

• Provided first-point-of-contact support to students outside standard hours, responding to emergencies, lockouts and welfare concerns.
• Maintained accurate incident records, patrolled buildings and escalated issues appropriately.

Customer Service & Learning Support - AnywhereWorks - Remote

(2016-03 - 2017-10)

• Provided remote support for UK and US businesses, including appointment scheduling, message handling, payments and computerised records.
• Created reports and online learning content and delivered virtual group learning and feedback sessions.

Access Control Officer (Temporary) - The Scottish Parliament - Edinburgh

(2013-11 - 2015-03)

• Provided professional customer service alongside access control, CCTV monitoring and visitor screening.
• Used listening and conflict-resolution skills to manage enquiries and support visitors and MSPs.

Customer Service Advisor – Emergency Social Care - The City of Edinburgh Council

(2008-10 - 2012-01)

• Maintained accurate service-user and staff records and coordinated temporary allocations to meet changing needs.
• Liaised with service users, carers, care managers and external agencies while managing sensitive enquiries.

Earlier Customer Service & Sales Roles - Social Care Direct, BSkyB, Heineken, Rank Hovis / Fleming Howden / Premier Foods, Call IT Automotive

(2004 - 2013)

• Delivered customer service, sales and administration including telephone/email enquiries, order processing, appointment booking and computerised records.

A Level - Art - Wester Hailes Education Centre

Art and English - Wester Hailes Education Centre