Branch Administration Coordinator - SSAFA – Hampshire Branch - Hampshire
(2025-08)
Operational impact: Overhauled branch inbox triage, meeting coordination, CRM record-keeping, website updates, and reporting workflows, strengthening day-to-day operations across volunteer and stakeholder activity.
- Manage a shared inbox of 40–60 emails per day, triaging stakeholder enquiries, redirecting to the right team within 24 hours, and logging 100% of correspondence so nothing slips between teams.
- Maintain and update the SSAFA Hampshire branch website on Umbraco CMS, publishing news, events, volunteer opportunities, and branch updates to keep public-facing content current, accurate, and engaging.
- Built a reusable email template library for repeat enquiries, reducing average response turnaround and freeing volunteer time for casework.
- Maintain accurate volunteer and stakeholder records on the branch CRM supporting casework, reporting, and ongoing engagement.
- Coordinate complex meeting schedules, agendas, and minutes; distribute promptly to keep stakeholders aligned on actions and deadlines.
- Produce weekly and monthly summaries of branch activity, volunteer updates, and operational issues used by management to plan and prioritise.
- Support event coordination, venue logistics, attendee communications, and liaison with volunteers and external partners.
Retail Associate - TK Maxx - Southampton
(2025-05)
- Named Associate of the Month three consecutive times for accuracy, reliability, and customer service through peak trading periods.
- Process 200+ cash, card, and digital transactions per shift during peak trading, maintaining 99% till accuracy and reconciling any discrepancies in line with store financial procedures.
- Resolve refunds, exchanges, and pricing queries with clear, calm communication, sustaining a positive checkout experience during the busiest trading windows.
- Support stock processing, tagging, SKU checks, and visual merchandising; flex across tills, the sales floor, and the stockroom as priorities shift.
- Contribute to loss prevention by monitoring fitting rooms and queue flow during high-footfall trading (weekends, sales, and Christmas), helping the store meet daily sales targets.
Customer Service Assistant - Cancer Research UK - Portswood
(2024-11 - 2025-09)
- Resolved customer enquiries and complaints at the till, sustaining service standards that supported an 80% donation conversion rate during shifts.
- Managed high-volume telephone and email communications, more than 20 enquiries per shift, in a professional manner, redirecting queries efficiently and reducing wait times for in-store customers.
- Replenished stock and upheld visual standards to help the store meet daily sales and customer satisfaction targets during peak periods.
- Collaborated with cross-functional teams to keep daily operations running smoothly, stepping in across till, floor, and back-of-house tasks as needed.
Office Administrator - Teady Bioscience
(2022-03 - 2023-10)
- Designed and built an Excel-based complaint-tracking system that cut resolution time by 25%, using XLOOKUP, COUNTIF, IF logic, conditional formatting, and a trend dashboard to flag overdue cases and surface recurring issues.
- Managed diaries, meeting schedules, and travel logistics for senior staff and client visits, keeping day-to-day operations running smoothly.
- Owned end-to-end client project coordination: timelines, agenda preparation, structured minutes, and progress summaries that kept internal teams and clients aligned.
- Translated complaint patterns into weekly insight summaries for management, supporting decisions on training priorities and process fixes.
- Acted as the first point of contact for visitors, suppliers, and clients; liaised daily with suppliers, couriers, and service providers to coordinate schedules, deliveries, and office supplies, keeping the team equipped and the office running.
- Maintained a structured filing system for contracts, project documents, and correspondence, supporting fast retrieval and compliance.
