Faye Rugman

Highly organised and commercially focused administration and operations professional with over 10 years' experience across finance, customer service and operational environments. Experienced in monitoring customer accounts, collecting outstanding debt, processing and allocating payments, handling account queries, carrying out fraud prevention and account verification checks, and escalating overdue accounts where required. Confident communicating with customers and businesses by telephone and email, including dealing professionally with sensitive or challenging situations to achieve positive outcomes.

My wider management experience has strengthened my attention to detail, numerical and administrative skills, ability to manage competing priorities and confidence working with confidential financial and customer information. Experienced in maintaining accurate records, using Excel and internal systems, monitoring budgets and productivity, and ensuring processes are completed accurately and within deadlines. Reliable, professional and proactive, with a strong work ethic and a genuine interest in developing my career within credit control, accounts receivable and finance administration.

ACCOMMODATION MANAGER - Hotelcare / PRISM - Bristol

(2023-11)

Manage the daily operations of housekeeping within a 186-room city centre hotel, leading a team of 20 staff while overseeing administration, financial information and operational performance.

• Maintain accurate administrative and financial records across a range of operational processes.
• Manage departmental budgets, productivity trackers and spreadsheets, ensuring information is accurate and up to date.
• Handle petty cash, check and authorise receipts, and update internal systems.
• Monitor expenditure and stock requirements to ensure spending remains within budget.
• Liaise professionally with employees, suppliers, managers and external stakeholders to resolve queries and ensure effective communication.
• Process confidential employee and business information accurately and in accordance with company procedures.
• Prepare reports, documentation, formal correspondence and meeting records.
• Manage competing priorities and deadlines within a fast-paced operational environment.
• Investigate issues, gather relevant information and maintain accurate documentation.
• Use Excel and internal systems to maintain records, monitor performance and support management decisions.
• Support other sites during management absences, demonstrating flexibility and the ability to work independently.

ACCOMMODATION MANAGER - Old Down Estate - Bristol

(2022-09 - 2023-11)

Oversaw accommodation operations for a busy wedding and events venue, managing teams, suppliers, stock and day-to-day administration.

• Managed operational budgets, purchasing and supplier relationships.
• Monitored stock levels and controlled ordering to ensure expenditure was appropriately managed.
• Maintained accurate operational records and documentation.
• Conducted site audits and quality checks, identifying issues and ensuring corrective action was taken.
• Managed staff rotas, schedules and competing operational priorities.
• Communicated with internal and external stakeholders to resolve issues effectively.
• Supported performance reviews and probation meetings, requiring accurate documentation and attention to detail.

ACCOMMODATION MANAGER - The Wave - Bristol

(2021-11 - 2022-09)

Led a team of up to 20 staff responsible for accommodation and campsite facilities at a major inland surfing destination.

• Managed daily operations across 25 accommodation units and communal facilities.
• Administered accommodation bookings and availability using Booking.com systems.
• Handled customer enquiries, complaints and account-related queries professionally.
• Managed supplier relationships and ordering processes.
• Supported revenue generation through customer service and upselling.
• Maintained accurate operational information and documentation.
• Used problem-solving and communication skills to resolve customer issues efficiently.

CREDIT CONTROLLER - Nisbets - Bristol

(2019-10 - 2021-06)

Worked within the finance department, supporting credit control, debt collection, fraud prevention and customer account administration.

• Monitored customer accounts and proactively contacted customers regarding outstanding debt.
• Collected overdue payments through professional telephone and email communication.
• Managed customer account information using Excel and internal finance systems.
• Processed customer payments and accurately allocated payments to the appropriate accounts.
• Responded to inbound calls and emails from customers and businesses, resolving account and payment queries.
• Investigated account information and carried out fraud prevention and account verification checks.
• Maintained accurate customer records and ensured account information was kept up to date.
• Escalated seriously overdue accounts in line with company procedures.
• Prepared relevant information and documentation for accounts progressing towards legal action.
• Handled confidential customer and financial information in accordance with GDPR and data protection requirements.
• Worked accurately within a busy finance environment while managing multiple customer accounts and competing priorities.
• Communicated professionally with customers when discussing overdue balances and payment requirements.
• Used attention to detail when reviewing account information, processing payments and maintaining financial records.

CUSTOMER SERVICE REPRESENTATIVE - Diligenta

(2016-09 - 2018-03)

Provided customer support within a high-volume contact centre environment, managing enquiries, account updates and financial information.

• Handled high volumes of inbound customer enquiries while maintaining accuracy and professionalism.
• Updated customer records and processed account information accurately.
• Worked within strict data protection, compliance and financial conduct requirements.
• Investigated customer queries and worked towards resolving issues at first point of contact.
• Developed ideas and suggested improvements to increase First Point Resolution.
• Created internal guidelines enabling the secure processing of investment bond payments over the telephone.
• Worked collaboratively with colleagues to maintain high service and compliance standards.
• Demonstrated strong attention to detail when handling sensitive financial and customer information.

TEAM LEADER - Eurocamp Ltd

(2018-03 - 2021-10)

Led teams responsible for maintaining holiday accommodation and delivering high standards of customer service. Seasonal position.

• Supervised teams and monitored performance and quality standards.
• Planned workloads and created weekly staff rotas.
• Handled customer enquiries and resolved issues professionally.
• Managed supplier relationships and ordering requirements.
• Maintained accurate operational information and documentation.
• Worked effectively in busy, customer-focused environments with competing priorities.

SENIOR SALES ADVISOR - Topshop

(2014-07 - 2016-09)

Delivered high levels of customer service while supporting store operations and mentoring junior team members.

• Managed customer enquiries and resolved issues professionally.
• Supported daily operational and administrative requirements.
• Assisted with team organisation and workload management.
• Developed strong communication, customer service and problem-solving skills.