Steph Gowland

Highly experienced, customer-focused professional with 19 years' experience in regulated environments, including extensive work in quality assurance, compliance, and problem-solving. Known for strong communication skills, attention to detail, and the ability to manage multiple priorities effectively. Now seeking to transition into the travel industry, bringing transferable skills in customer service, organisation, and handling complex queries with accuracy and professionalism.

Senior Quality Coordinator - GlaxoSmithKline

(2022-01)

• Manage customer complaints and resolve complex queries with detailed investigations
• Communicate findings clearly to internal stakeholders
• Ensure high standards of accuracy and documentation
• Support continuous improvement and service quality
• Handle multiple priorities in a fast-paced environment
• Deliver clear reporting and customer-focused outcomes

Quality Coordinator - GlaxoSmithKline

(2015-01 - 2022-12)

• Managed batch release and customer-related quality issues
• Liaised across departments to resolve issues efficiently
• Maintained accurate records and compliance documentation
• Supported process improvements and service consistency

Quality Admin / Junior Project Engineer - CI Medical Technologies

(2011-01 - 2015-12)

• Handled customer complaints and communications
• Managed documentation, records, and reporting systems
• Supported audits and client-facing quality processes
• Worked to tight deadlines in a regulated environment

Production Operator - CI Medical Technologies

(2005-01 - 2011-12)

• Worked in fast-paced manufacturing environment
• Followed detailed procedures and quality standards
• Strong teamwork and communication skills
• Met production targets under pressure

Sales Assistant - W. Boyes & Co Ltd

(2003-01 - 2005-12)

• Delivered face-to-face customer service
• Handled transactions and customer enquiries
• Supported stock and retail operations
• Worked effectively in busy customer-facing environment

BTEC National - Travel & Tourism - Darlington College (2003-01 - 2005-12)

GCSEs - Teesdale Comprehensive School (1998-01 - 2003-12)