Shona Milne

Calm, organised and highly dependable administrative professional with extensive experience handling high-volume calls, supporting customers and maintaining accurate operational workflows. Known for clear communication, steady problem-solving and a warm, professional manner. Confident managing sensitive information, resolving queries quickly and ensuring every interaction feels supported and well-directed.

Contract Administrator - Marlowe Digital Ltd

(2024-01 - 2026-01)

• Managed high-volume inbound calls, providing clear updates and resolving queries with a calm, solutions-focused approach
• Logged and monitored service requests through CRM systems (Opera 3), ensuring accurate information and timely scheduling
• Acted as a reliable first point of contact, maintaining a professional and friendly tone across phone and email
• Maintained accurate documentation, trackers and compliance-related records
• Identified small process improvements to streamline administrative routines

Spa Receptionist - The Grove Hotel

(2022-01 - 2024-01)

• Managed bookings, schedules and guest enquiries with a calm, organised approach
• Maintained accurate records, appointment logs and payment information
• Produced professional written communication and follow-up messages
• Supported operational processes including stock checks, reporting and system updates
• Built strong rapport with clients while maintaining professionalism and discretion

BTEC National Diploma - Beauty Therapy Sciences - West Herts College

GCSEs - General - Westfield Community Technology College