1. Résumé HELLENE ABBOTT
20 Rheezicht Crescent, Onrus, Hermanus
Email: hellene@whalemail.co.za
Skype: hellene.abbott
Cell: 072 821 4887
KEY COMPETENCIES
Administration and Executive Support Services
Provide secretarial/PA services to management and their teams. Keep management diary and co-ordinate meetings. Arrange
travel local and abroad to include flights, accommodation and car hire. Deal with all correspondence and emails, respond and
re-direct accordingly. Have excellent communication skills both verbally and written. Ensure monthly Trustee Meetings and
AGM’s are effectively organised and minuted. Maintain filing. Maintain data bases. Process staff contracts and manage
annual and sick leave schedules. Receive, screen, respond and transfer calls. Monitor and order stationery and supplies.
Manage maintenance of equipment and premises. Consistently meet deadlines and balance workflow to meet conflicting
priorities. Anticipate management needs. Work well under pressure and always available as relief worker in other
company/office roles. Ensure a high standard of accuracy, content and presentation in work.
Organizational Skills
As quick as possible educate myself on the business and dynamics of the company to understand my role and core tasks. Am
proactive in ascertaining areas of improvement, set up methods and procedures to eliminate duplications and excess use of
time and resources to accomplish efficiency, e.g. set up procedural systems, implement data bases, streamline filing systems,
set up templates to compute and analyse as well as produce office documentation. Practice good time management and set
goals to complete projects and tasks. Am not shy to delegate or ask for assistance as well as offer assistance to meet
deadlines. Elevate routine tasks to important - the neglect of maintaining stocks of company brochures and documents,
stationery, and updating telephone lists, all lead to wasted time and is a poor reflection on efficiency. Maintain control over
physical environment and keep an operational, clean and orderly work station and office.
Accounts
Have managed accounts for business involving the processing of accounts receivable and payable, credit control, managing
and reconciling petty cash, process receipts and banking thereof, reconciling of bank statements, producing income and
expenses schedules, processing and paying all company taxes, preparing annual budgets, processing staff salaries, stock
control and managing the asset register.
Customer Relations
Develop customer relationships by engaging with them and soliciting feedback. Receive and resolve customer requests and
complaints with a can-do attitude and always give customers precedence. Record and report to management all queries,
complaints and suggestions in order to establish patterns and problems. Find and implement solutions to these issues and/or
train staff to effectively reach these objectives. Deal with customers in a sensitive manner and never loose composure.
Event Management
• Retirement Village – planned monthly social events and outings. Decided on destination or event theme. Oversee décor,
catering, entertainment, transportation, etc. Issue invitations, manage table seating and transport. Conduct post-event
feedback and report to management.
• Co-ordinate and plan annual 4x4 tours into Africa as well as guided youth tours. Research destination and places of
interest, investigate logistics of fuel and supplies replenishment, as well as costs of visas and park levies, accommodation
and so forth to establish budgets. Along with Tour Guide and assistants, host youth tours as “house mother” and manage
finances and logistics.
Computer Literacy
Proficient in Excel, Word, Outlook and Publisher. Make extensive use of Google for research purposes. When necessary
always willing to broaden software skills set to improve efficiency.

2. CAREER SUMMARY
COMPANY POSITION PERIOD
Sabbatical n/a Apr 2015 to current
Onrus Manor Retirement Village Office Administrator / Personal Assistant Mar 2012 – Mar 2015
Unemployed n/a Feb 2010 – Feb 2012
National Sea and Sand Institute Personal Assistant Aug 2005 – Jan 2010
Andy’s Pita and Burger Shop Owner Manager Dec 1996 – Sept 2004
Prior to the above I have experience in the motor, metal, insurance, assurance and pharmaceutical industries.
Education: RCE Higher Certificate – graduated from Northlea High School, Bulawayo, Zimbabwe in 1977.
Languages: English – excellent, Afrikaans - good
Interests: Reading & Gardening
CAREER HISTORY
Onrus Manor Retirement Village, Hermanus Mar 2012 – Mar 2015
Office Administrator / Personal Assistant
Retirement Village comprising of 185 independent –living cottages and a Health Care Centre consisting of an Assisted Living
wing, a Sub-Acute hospital and a Frail Care Centre.
ROLE FUNCTION
This role reported to the Village Manager (VM) and entailed providing full administrative support to the Village Manager and
Body Corporate Trustees, as well as being responsible for village accounts receivable and core office administration.
KEY RESPONSIBILITIES
• Admin and PA Responsibilities
Provide secretarial services to Trustees and the Village Manager. Daily and weekly reports to Village Manager regarding
emerging customer matters and accounting issues. Manage VM’s diary and arrange meetings. Screen calls and emails
and respond to mundane matters, either verbally or in writing. Record minutes of Trustees Meetings, follow up on
points of action, and prepare agendas. Prepare AGM agenda, co-ordinate AGM Pack documentation, send out notices
and distribute AGM packs, ensure AGM has a quorum, record minutes. Maintain staff files, process leave applications
and update office annual and sick leave schedule. Manage village telecoms system to record call reports and update
office and resident extensions. Maintain customer (resident) files and control central office e-filing system. Daily
interaction and communications with customers and families, Trustees, Health Care Centre Head Nurse and support
staff, office colleagues, head office accounting team and department heads, contractors, cleaning team, etc. Review
office documentation for accuracy in grammar, spelling and correctness of content. Balance conflicting priorities in
order to manage workflow, ensure the completion of essential projects, and meet deadlines.
• Accounts Receivable
On Excel spreadsheet capture all expenses payable by 185 customers for Accpac input, i.e. levies, utility and rates,
maintenance, telephone charges, events costs, cleaning and carer services, laundry, television subscriptions, etc. Attend
to and resolve all customer account queries. Reconcile Telecoms account with department and customer charge-outs.
• Customer Care and Services
Go-to person for customer requests, queries and complaints. Receive, resolve and re-direct matters and report to the
VM. Exercise sensitivity, patience and confidentiality in all instances and maintain good rapport with residents. Co-
ordinate and manage Carer roster as well as Cleaning Services schedule. Maintain Village Events Calendar, organise
functions and outings, co-ordinate venues and distribute monthly Events Calendar as well as function and event notices
to residents. Tutor residents on basic email and Skype use.

3. • Cottage Sales
Assist with cottage sales. Meet, hand out brochures and interview prospective buyers then conduct Village Tours.
Report visitations and expressions of interest. Assist with completion of purchase contracts and follow through of
regulatory compliances. Hand out Introduction Package to new residents, follow up with completion of necessary
information and set up files for new residents. Maintain Village Brochure contents.
• General
• Provide Reception relief: screen and redirect calls, petty cash, receipt accounts receivable and banking, stationery,
clerical assistance to residents, process TV subscriptions, maintain security lists, housekeeping, co-ordinate transport
(Village shuttle and tour bus for outings), distribute resident post. Ensure residents receive Birthday and Sympathy
cards timeously.
• Provide Maintenance Management relief – process maintenance requests and requisitions, liaise with contractors
and complete progress reports.
KEY ACHIEVEMENTS
• Assume Assistant Manager Role in absence of Village Manager to ensure smooth operations of services, i.e.
maintenance, transport, cleaning, carer, laundry, clerical assistance, gardens, and restaurant. Submit weekly VM’s
report to CEO, interact and be available to customers, staff and contractors.
• Initiated electronic customer data base to include contract details, personal information, executor details, entry and exit
dates, etc. Created instant accessibility to key individual customer information as well as useful statistical material.
• Initiated Water Meter Readings schedule to monitor water usage throughout Village, resulting in acceptable water usage
levels by residents leading to the elimination of infringements by council authorities.
• Reduced account queries substantially by coding payments received, alleviating incorrect credit allocations to customer
accounts, fostering a higher level of customer satisfaction.
• Initiated Excel billing schedule for cleaning services removing outdated manual calculations, thereby dramatically
reducing processing of billing time from approximately one day a month to half an hour a week.
• Created a simple Utilities Calculator as a tool for residents use to better understand their utilities bills (Council accounts
very complicated).
• Consolidated and simplified e-filing to abolish duplication. Initiated e-filing of all and any documents and notes
pertaining to residents. Initiated e-filing of planning papers, invitations and guest lists of all events and outings for
reference purposes.
National Sea and Sand Institute, Hermanus Aug 2005 – Jan 2010
Personal Assistant
Life Guard and Young Adult Training Courses with camp facilities. Also 4x4 Guided Tour Operator for all age groups.
ROLE FUNCTION
Reported to the Executive Director (ED) and was responsible for the day to day administrative functions of the company as
well as the management of all courses and tours. Later also took on responsibility of accounting functions.
KEY RESPONSIBILITIES
• PA Responsibilities
Manage Executive Director’s diary with regard to meetings and lectures. Answer and screen calls, take messages.
Receive correspondence and emails, process, respond and revert to ED when necessary. Take dictation and process all
English correspondence. Arrange all travel arrangements (South Africa and Southern Africa) i.e. flights, accommodation
and vehicle hire. Assist with marketing material, newsletters and bulk mailing shots. Carried out reception, filing,
stationery and housekeeping duties. Assist with upgrade of facilities, request quotes and manage contractors. Liaise
with customers, students and parents, service providers, council authorities and colleagues.
• Courses and Tours
Manage calendar for all annual events and tours. Plan and budget for all course and tour logistics such as ground
transportation, accommodation, meals, visa costs, park and museum levies, fuel usage, clothing, first aid, sporting and
emergency equipment, etc. Research places of education and interest and include into course itinerary. Set Course and
Tour fees accordingly. Process student and customer bookings and ensure all entry and indemnity forms completed and
fees received. Accompany student tours to oversee finances and ensure smooth operation of logistics.
• Accounts

4. Process all Accounts Payable and Receivable. Receipts and Banking. Manage and balance Petty Cash. Process salaries.
Process all income and expenditure into IQ Accounting package to present to accountant in order to produce company
financials. Administer and pay all company taxes. Prepare annual budgets.
• Other
Processed funding applications with the Lotto and various foundations.
KEY ACHIEVEMENTS
• Initiated the management of all financial aspects of business, from accounting to budgeting resulting in efficient control
of finances.
• Established Excel data base utilising more than 10 years of entry forms. Maintained and updated to include email
details. Very effective marketing tool.
Andy’s Pita and Burger Shop, Hermanus Dec 1996 – Sep 2004
Owner Manager
120 cover family restaurant situated at popular tourist destination.
ROLE FUNCTION
Owner managed restaurant with husband, employing between 8 and 14 staff.
KEY RESPONSIBILITIES
• Owner visibility and customer interaction maintained by me at all times to assess customer satisfaction, sustain
customer relations and to deal with requests and complaints. Front of house and order taking.
• Manage Reservations and take bookings as well as plan for special functions.
• Planned and priced menu, taking into account food costs, and enter menu recipes into Point of Sale. Designed
Menu.
• Manage stock control with regular stock takes, source suppliers for best quality and priced ingredients, order stocks
and practice strict portion control.
• Manage Point of Sale (Atilla) – process all receipts & payments, carry out daily cash-ups, process stocks received.
• Manage Accounts. Integrate POS figures into IQ Accounting and generate Income and Expenses, Cost of Sales, Petty
Cash, Banking and Tax Returns reports for accountant to produce financials.
• Management of Staff. Interviewed and hired staff. Trained staff in the production of all menu items and prep,
cashier duties, stock taking, waiter and customer service training and cleaning duties. Supervise daily activities and
manage shift and duty rosters.
• Staff contracts implemented according to legislation, processed wages, tax, UIF and Workmen’s Compensation (ACC)
submissions as well as manage leave applications.
• Manage equipment and premises maintenance, and consult with contractors.
• Smalls inventory and uniforms stock levels maintained and best prices sourced.
• Maintain asset register of all capital and smalls equipment.
• Housekeeping and Health & Safety regulations complied with according to council regulations.
KEY ACHIEVEMENTS
• Increased annual turnover from R540,000 to R1,411,000 per annum.
References on Request