Louise Hicks
Summary
Detail-oriented professional with experience in managing administration, logistics and compliance while ensuring high customer satisfaction. Skilled in navigating challenging situations and committed to continuous learning. Ready to apply expertise to drive success in a new role. Authorized to work in the U.S. without employer sponsorship.
Overview
12
12
years of professional experience
Work History
Administrator
TBrown Group Ltd
Leatherhead, Surrey, UK
05.2021 - 07.2026
- Compliance for major commercial contracts ensuring smooth delivery of mechanical servicing (gas, heating, controls and electrical)
- Developed and managed spreadsheets to track project progress, costs and other related data.
- Managed administrative tasks for operational workflows.
- Coordinated and scheduled service & repair calls/appointments to optimize client satisfaction and ensure timely project completion.
- Main point of contact for clients and customers. Initiated and maintained positive relationships with them.
- Monitored job progress and ensured compliance with deadlines.
- Scheduled meetings and appointments for team members efficiently.
- Coordinated communication between departments to ensure project alignment.
- Maintained and organized electronic filing systems for important documents and records to ensure easy access for colleagues and clients.
- Ensured that all paperwork was completed accurately and sent to client before compliance deadlines.
- Responded promptly to customer complaints in a professional manner.
- Prepared reports on various projects for management review.
- Handled correspondence, including sending reports for senior management.
- Facilitated communication between departments to support project completion and goal achievement.
- Maintained positive working relationships with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Assisted Account Managers with billing.
Administrator
Drain Surgeon Services Ltd
Croydon, London, UK
05.2019 - 04.2021
- Coordinated and scheduled service appointments, enhancing client satisfaction through timely and organized communication.
- Acted as a primary contact for clients and customers to address inquiries.
- Answered incoming calls and responded to customer emails.
- Identified needs of customers promptly and efficiently.
- Monitored emails, sorted mail and distributed correspondence accordingly.
- Maintained and organized electronic and paper filing systems, facilitating easy access to critical information for staff and clients.
- Managed administrative tasks for operational workflows.
- Supported staff members with various other administrative tasks to ensure efficient operations.
- Assisted in preparing reports and documentation for clients, ensuring accuracy and clarity in communications.
- Scheduled engineers for service calls to ensure timely project completion.
- Monitored job progress and ensured compliance with deadlines.
- Converted engineers' drawings into digital schematic diagrams.
- Ensured that all paperwork was also completed accurately before deadlines.
Operations Administrator
Indepth Hygiene Services Ltd
Sutton, London, UK
01.2019 - 05.2019
- Coordinated daily operations for hygiene service delivery, improving customer satisfaction.
- Streamlined communication between teams, leading to enhanced service efficiency.
- Managed scheduling and logistics for cleaning assignments across various facilities.
- Developed and maintained accurate records of service requests and completions.
- Implemented quality control measures to ensure compliance with industry standards.
- Collaborated with management to optimize workflow processes and resource allocation.
- Responded to incoming phone calls from customers and engineers, providing assistance and information and answered diverse questions.
- Executed administrative tasks including filing documents and ordering supplies to support operational needs.
- Worked closely with cross-functional teams to coordinate jobs across departments.
- Coordinated internal resources to resolve customer inquiries promptly.
- Created daily schedules for staff members to optimize workflow efficiency.
- Arranged and managed travel/accommodation for staff.
Administrator
BSW Heating
Croydon, London, UK
02.2018 - 12.2018
- Managed daily office operations for heating/construction service & repair requests, logistics and scheduling of work.
- Main point of contact for field staff.
- Coordinated daily schedules for building/engineering teams, enhancing workflow efficiency.
- Coordinated communication between customers and service teams effectively.
- Handled incoming queries and addressed customer and client inquiries effectively.
- Responded promptly to customer complaints in a professional manner.
- Maintained accurate records of customer interactions and service history.
- Processed data entry by transferring information from paper documents to databases.
- Assisted technicians in job site setup and managed equipment inventory effectively.
- Ordered material and van stock for engineers.
Frontline Coordinator and Senior BMW Motor Assistance Coordinator
Allianz Worldwide Partners
Croydon, United Kingdom
02.2016 - 02.2018
- Arranged international assistance for policyholders to ensure seamless support
- Managing customer expectations
- Adapting to each customer's scenario appropriately
- Taking part in training programs focused on customer service excellence and email etiquette. and vehicle demonstrations
- Call auditing
- Provided feedback to managers for 121s to enhance team performance
- Writing the monthly article for my department
- Arranging vehicle recovery and onwards mobility
- Completed night shifts to support continuous service
- Monitoring log in/lunch times
- Taking minutes in team meetings
- Received compliments for exceptional customer service through thank you scheme
- Passing ETA
- Executed various administrative duties to support team operations
Host/Front of House Receptionist
Ancaster
Croydon, United Kingdom
08.2015 - 12.2015
- Meeting and greeting customers
- Escorting customers to correct department
- Managed incoming phone calls and mail, ensuring prompt communication with customers and staff.
- Replenished and restocked refreshment area, maintaining cleanliness and optimal stock levels for customer satisfaction.
- Providing refreshments to customers
- Executed essential administrative tasks, including banking, filing, and photocopying, to streamline daily operations.
Call Handler
NHS 111/Care UK
Dorking, United Kingdom
11.2014 - 05.2015
- Handled customer service in challenging situations to maintain patient satisfaction
- Giving health advice and information
- Evaluated patient conditions to determine urgency of treatment
- Booking out of hours appointments for patients
- Ensuring all information is as detailed and descriptive as possible
- Facilitated information exchange by faxing required documents to enhance communication efficiency
- Ensured compliance with data protection regulations to protect patient confidentiality
Education
Level 2 Beauty Therapy -
LCBT (London College of Beauty Therapy)
United Kingdom09-2014
GCSE (high school diploma equivalent) - Maths, English, Science, Business, Media
The Beacon School
United Kingdom09-2012
Skills
- Administrative Support
- Compliance
- MS Office
- MS Excel
- MS Word
- Organization
- Data Entry
- Travel & Lodging Logistics
- Office Operations
- Digital Drafting
- Problem Solving
- Detail-Oriented
- Efficient Time Management
- Client Engagement
- Customer Service
- Customer Retention
- Cross-functional Collaboration
- Verbal & Written Communication
- Interpersonal Communication
- Phone Etiquette
- Multi-line Phone Operation
- Scheduling
- Delegation Skills
Timeline
Administrator
TBrown Group Ltd
05.2021 - 07.2026
Administrator
Drain Surgeon Services Ltd
05.2019 - 04.2021
Operations Administrator
Indepth Hygiene Services Ltd
01.2019 - 05.2019
Administrator
BSW Heating
02.2018 - 12.2018
Frontline Coordinator and Senior BMW Motor Assistance Coordinator
Allianz Worldwide Partners
02.2016 - 02.2018
Host/Front of House Receptionist
Ancaster
08.2015 - 12.2015
Call Handler
NHS 111/Care UK
11.2014 - 05.2015
Level 2 Beauty Therapy -
LCBT (London College of Beauty Therapy)
GCSE (high school diploma equivalent) - Maths, English, Science, Business, Media
The Beacon School