1. Mrs. Rosalia Green
Tel: 0208 461 3153; Mobile: 07956 539536; Email: lia.green@live.co.uk
Profile
I have 30 years’experience of workinginaCustomerService/Relations/Office administrativeandPA environmentin
boththe PublicandPrivate sectors.Iam a highlymethodical,reliable,dedicatedandquality-focusedpersonwith
goodattentiontodetail. Iam well organisedandproactive inprovidingtimely,efficientandaccurate administrative
and customerservice supportandamable to establishgoodworkingrelationshipswitharange of differentpeople..
ThroughoutI have perfectedmycommunication skillsandmethodsof dealingwithbothinternal andexternal
customers.Iam confidentthatI can bringthiswealthof experience,knowledge,personal attributesandpersonality
to any position.IbelievethatIcan bring understanding,empathyandcommitmenttoanyorganisationthatIjoin.
Key skills
• Customerservice •Excellentwrittenandverbal communicationskillsincludingthe abilitytolisten
effectively.
• Maintaina customerfocustowardsthe needsof the internal andexternal customers.
• Office procedures • IT skills • Data management • Work towardstightdeadlines.
• Attentiontodetail • Experience of preparingspreadsheetsandinterpretstatistical data
• Experience of providingexecutivePA supportatDirectorLevel.
• Experience of organising,attendingandminutingmeetings,takingfollow upactionandtrackingprogress.
• Can workwithout supervision • Abilitytocope and workunderpressure
• Have a patientoutlookwiththe abilityto multitaskandmanage conflictingdemands
• Defuse andresolve conflictsituations.
• Understandingof the principlesof effectiveprojectmanagement.
• Supervisinganddevelopingstaff. • Able toworkas part of a team
• Experience of compilinginformationfromanumberof sources,handlingcorrespondence,preparingreports
and briefings
Work Experience
Since July2014 I have takenthe opportunitytobe mymother’sfull time careerwhileshe goesthroughaperiodof ill
health.Ihave alsospenttime concentratingonmyrole as a school Governorand engagingwiththe school and
students andreinforcingmy knowledgeinthe educationsystem. Thisperiodof time hasalsogivenme the
opportunitytobecome more activelyinvolvedinmylocal communityhousingassociationPhoenix, where Ihave
become a memberof variouspanelsandhave aninfluenceondecisions thatare made.Withthe improvementof my
mother’shealthIam nowina positionwhereIam to returnto full time employment.
PA – OFFICEMANAGER Opportunity Access Feb2015- PRESENT (Voluntary)
• Providingexecutive personal supporttoMD
• Organising,attendingandminutingmeetings,takingfollow upactionandtrackingprogress
• Handlingcorrespondence,preparingreportsandbriefingsfrominformationtakenfromanumberof sources.
• To organise andmaintainMD diary
• Answertelephone queriesandkeepanaccurate record of messages
• General office administrationsuchasmanagingemailsaccounts
• Organisingevents
• Buildingkeyrelationshipswithrelevantstakeholders
Telephone Advisor, Atlantic Umbrella(shortterm project) Jan 2015- Feb2015
• Takingcallsre the 65+ newGovernmentsavingsproject.
• Answeringqueries.
• Sendingoutapplicationforms.
• Redirectingcallerstocorrect servicesif required.

2. CommunicationsOfficer, MetropolitanPolice Authority Jul 2003 - Jun 2014
The role involvedtakingemergencyandnon-emergencycallstothe Police service fromall overthe Londonarea.This
role requiredthe followingmainskills:
• Work well underpressure.
• Deal withthe publicina sensitive butassertive manner.
• Maintaina customerfocustowardsthe needsof the public.
• Remainunflusteredwhendealingwithirate ordistressedcallers.
• Defuse andresolve conflictsituations.
• Work towardstightdeadlines.
Station ReceptionOfficer, MetropolitanPolice Service Feb2000 - Jul 2003
Dutiesinvolvedprovidinganinitial response toenquiriesreceived atthe Police Stationreception.Thisincluded
conductingrisksassessments,identifyingthe needsof the customersandprioritisingthe importanceof these,to
provide reassurance andsupportwhere necessarytoboththe publicandPolice Officers.
Director, Ma's Kitchen Mar 1998 - Feb2000
Managing the dayto day runningof Ma’s Kitchenwhichspecializedinanall-daybreakfast,freshlycookeddailylunch
and brunches.
Dutiesincluded:
• FoodPreparationandMenu Planning
• Financial andStockControl
• StaffingandCustomerService
• BudgetingandOrdering
• Front of house ordertakingand serving
ContributionsInspector, ContributionsAgency - Civil Service Feb1997 - Feb1998
Assigneddesignatedpostal areawithinthe CityandSouth-Eastareasof Londoninorderto give advice andauditthe
collectionof National Insurance Contributionsfromthe self-employedandsmall tomediumsize businesses.
Dutiesincluded:
• Visitingbusinessownerstoaudittheircontributions
• Carryingout computerassessments
• Statistical returns
• Dealingwithall nature of telephone andadminqueriesinrelationtoNational Insurance Contributions
Retail Manager/PA to MD, Call-home Ltd Jul 1995 - Jan 1997
One of the firstInternational Phone ShopstoopeninCentral London.Myrole wasto manage the dailyrunningof the
business.
Dutiesincluded:
• PA supportto the MD
• Openingandclosingof the premises
• Bankingof takings
• Dealingwithcustomerinquiriesandanycomplaints
• Supervisionandrecruitmentof staff
• Administrative duties
Civil Service
BenefitClerk - dealingwithnewclaimsandinquiriesoncurrentclaims.Administrative duties.Dataentry.Dealing
withphone queriesfromsometimesdistressedcustomers.
QualityAssurance Manager- Administrative dutiesdealingwithcustomercomplaintsandqualityof service.
AreaManager SupportOfficer(PA) - DealingwithArea'sManagersdiary,correspondence,office stationaryand
ordering.Statistical returnsandcapture.Arrangingmeetingsandfollow ups.Compilingreportsfromdataand
meetings.

3. Education and Training Oct 1983 - Jun 1995
Phoenix Academy–insightintoCommunityHousingrunbyPhoenix Housing Apr-June 2015 Passed
SaferRecruitment –Safeguarding Mar 2015
FirstAidinWork Oct 2014
IntermediateExcel course Aug2014
LewishamGirls6thForm A Level Sep1980 - Jul 1983
Economics - Geography
LewishamGirlsSecondarySchool O Level Sep 1976 - Jul 1980
English- Math’s - French- Geography - Biology
Interest andHobbies
My interestshave alwaysbeenareflectionof mystrengths.Ienjoyresponsibility,people,andleadership.Iutilise
these interestsinmyrole asa school Governorina local secondaryschool and the part I playon variouspanelsthatI
have beenaskedtositon as a local residentinourCommunityHousingAssociation,Phoenix.Ihave justrecently
beenselectedforapositiononthe GatewayCommunityLinksPanel whowillplayapart insupporting the Executive
HousingPanel inhowwe move forwardthroughspending,trainingandprojectsforthe local community. Ialsositon
the steeringgroupwho withthe awardof Heritage Lotteryfunding are promotingandtakingforwardthrough
consultationof the Communityonthe refurbishmentanddevelopmentof alocal andiconiclandmark, The
FellowshipInn,where itisintendedthatwe will be able torestore anumberof communityfacilities.
I have founda love of Rugbysince myson startedplayingandhave foundmyrole as the squad tourorganiser very
rewarding. Ihave alsojoinedthe eventscommitteeforthe clubandam enjoyingputtingmyskillstouse and
becominginvolvedinpromotingourCommunityclubtothe local communityandbeyondasthe inclusive,welcome
to all clubthat we are. I treasure time withmyfamilyandfriends butalsoenjoymyowncompany. Ihave a cleanfull
drivinglicence andfull DBScover.
REFERENCES ON REQUEST