Reliable Support Executive with years of Administrative Assistant and Customer Service experience. Offers excellent communication and good judgement to effectively meet team needs. Proactive planner and problem solver.
Overview
12
12
years of professional experience
13
13
years of post-secondary education
Work history
Legal Support Executive
Seopa Ltd
Belfast
02.2023 - 02.2025
Handled in-house documentation for partners, ensuring accuracy and compliance
Oversaw internal compliance documentation to ensure adherence to regulatory standards
Managed staff CPD and ISO 27001 communications
Supported ISO 27001 processes to maintain accreditation
Ensured consistency by managing routine checks for contract compliance and due diligence trackers
Streamlined processes and documentation for easy partner onboarding
Collaborated with business teams to gather documentation for monthly Consumer Duty MI Reports
Senior Customer Service Advisor
Send My Bag
Bangor, Down
09.2016 - 02.2023
Handled around 50 incoming calls, emails, live chat enquiries and social media posts with professionalism
Demonstrated excellent verbal and written communication while addressing customer enquiries
Oversaw preparation of worldwide post, ensuring in-house systems were utilised and supplies replenished
Independently managed tasks and resolved issue folders
Effectively managing time to meet all deadlines and prioritise tasks efficiently
Customer Service Advisor
Teleperformance
Bangor, Down
09.2014 - 09.2016
Demonstrated outstanding written and verbal communication with customers via email and telephone
Responded to enquiries and collaborated with departments to enhance customer service
Built strong rapport with clients and customers
Concierge Hostess
Loews Royal Pacific Resort
Orlando, USA
06.2014 - 09.2014
Responded effectively to guest communications through email and phone, maintaining high satisfaction levels
Providing a warm welcome to hundreds of guests and addressing individual needs professionally
Facilitating interdepartmental special request arrangements
Delivered comprehensive information on resort, theme parks and surrounding local area
Handled upset guests calmly and professionally
Bar Associate
J D Wetherspoon PLC
High Wycombe, UK
02.2013 - 03.2014
Managed high customer volumes in busy bar and restaurant environment
Handled drinks preparation and order taking, encouraging sales through promoting new menu items
Maintained high standards of hygiene in both customer-facing and operational areas
Provided support for work functions and events, demonstrating teamwork and independent working skills
Delivered consistent performance during long shifts, weekend and evening schedules
Merchandise Hostess
The Walt Disney Company
Orlando, USA
06.2013 - 08.2013
Demonstrated and sold merchandise, operated POS systems and handled various payment methods
Maintained order and replenished stock in high demand zones
Collaborated across departments to maintain store quality and efficiency
Supported stock take efforts and facilitated delivery processing
Organised shipping documentation to ensure smooth package delivery
Education
Bachelor's - Music Management and Artist Development
Buckinghamshire New University
High Wycombe
2011 - 2014
A-Level or equivalent - English Literature (C), Business Studies (C), Theatre Studies (C)
Glenlola Collegiate School
Bangor, County Down
09.2004 - 05.2011
GCSE or equivalent - French (A), English Language (A), Maths (B), English Literature (B), Spanish (B), Theatre Studies (B), Biology (C), Physics (C)
Glenlola Collegiate School
Bangor, County Down
09.2004 - 05.2011
Timeline
Legal Support Executive
Seopa Ltd
02.2023 - 02.2025
Senior Customer Service Advisor
Send My Bag
09.2016 - 02.2023
Customer Service Advisor
Teleperformance
09.2014 - 09.2016
Concierge Hostess
Loews Royal Pacific Resort
06.2014 - 09.2014
Merchandise Hostess
The Walt Disney Company
06.2013 - 08.2013
Bar Associate
J D Wetherspoon PLC
02.2013 - 03.2014
A-Level or equivalent - English Literature (C), Business Studies (C), Theatre Studies (C)
Glenlola Collegiate School
09.2004 - 05.2011
GCSE or equivalent - French (A), English Language (A), Maths (B), English Literature (B), Spanish (B), Theatre Studies (B), Biology (C), Physics (C)
Glenlola Collegiate School
09.2004 - 05.2011
Bachelor's - Music Management and Artist Development
Senior Sales Support and Legal Executive at Eternal Meteor Sdn Bhd (GoGet Malaysia)Senior Sales Support and Legal Executive at Eternal Meteor Sdn Bhd (GoGet Malaysia)
<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation