Heather B

Highly organised and customer‑focused Administrator with extensive experience supporting high‑volume offices, assessment centres and IT service environments. Known for resolving complex issues, improving processes, and delivering exceptional service to customers, stakeholders and technical teams. Combines strong communication skills with a methodical, solutions‑driven approach.

Experienced in diary management, reporting, IT incident coordination, and front‑of‑house operations. Currently studying BSc Psychology with Counselling (part‑time).

Customer Services Representative - Thames Water

(2022-09 - 2023-03)

• Managed new customer account creation and explained tariff options clearly and confidently.
• Handled billing queries, processed payments and resolved issues during water outages.
• Delivered calm, professional support in a high‑volume contact environment.

Food & Beverage Assistant - De Vere Cotswold Water Park

(2018-09 - 2020-12)

Part-Time

• Delivered excellent customer service in a busy café environment.
• Prepared hot drinks, served food, handled payments and maintained hygiene standards.
• Managed stock rotation and reported health & safety issues promptly.

Site Coordinator - ATOS PIP Assessment Centre

(2017-01 - 2018-01)

• Principal front‑of‑house contact for all visitors, including individuals with disabilities or health needs.
• Supported 4–6 Health Practitioners daily, coordinating 10–20 appointments.
• Managed diaries, communicated delays/cancellations and ensured smooth centre operations.
• Produced daily reports, completed ID checks and handled all IT/system issues on site.

Problem Management Coordinator - Business Connexion

(2008-02 - 2010-06)

• Managed a portfolio of 4 major clients, overseeing all IT incidents and root‑cause investigations.
• Reduced repeat incidents by implementing preventative measures.
• Assigned tasks to technicians, monitored SLAs and chaired stakeholder meetings.
• Identified risks and ensured high service delivery standards.

Incident Management Team Leader - Business Connexion

Previous role

• Led a team handling 200+ daily calls.
• Managed KPIs, escalations, training and workload distribution.
• Ensured timely resolution of all open tickets

Problem Coordinator - Unisys

(2007-02 - 2007-06)

Contract

• Managed open tickets and problem records through to closure.
• Completed change requests and attended client meetings.
• Produced detailed reports on SLAs, repeat issues and resolution times.
• Supported recruitment, conducted telephone interviews and trained call centre teams.

Customer Service Coordinator & IT Contact Centre roles

(2007-01)

Earlier Career (Pre‑2007)

• Delivered first‑line IT support across multiple clients.
• Produced monthly reports, updated process flows and wrote process manuals.
• Improved customer relations and service delivery across accounts.

BSc (Hons) - Psychology with Counselling - Open University (2025-01 - 2027-12)

GCSE - English - AQA

Functional Skills - Maths Level 2