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EMMA SMITH
12 Marycourt, Darlington, Durham DL3 9EY | | M: 07967214253 Email:- emma.kyle@live.co.uk
Summary
Experienced Corporate Controller, excellent at juggling multiple tasks and working under
pressure. Quick learner and I have excellent analytical skills. Broad industry experience includes
Mobile Telecommunications, Sales, Customer Service, Corporate Business, Finance, Insurance
and Fraud to name a few. Familiar with SAP, Microsoft packages, Word, Excel, Outlook etc. As
well as various other systems exclusive to Network.
Experience
Corporate Controller Apr 2005 to Present
Orange PCS / EE - Darlington, Durham
Corporate Controller 2005 to present.
Developed training manuals for new staff to ease transition for new employees.
Designed and created new systems and processes including creating an order form to use
across the business for all Corporate Customers and Sales areas to use.
Managed large Corporate accounts for the duration of their contracts and ensured that there
was a brilliant rapport with the Customer. This would include all adhoc work and resolving
problems quickly and efficiently to adhere to deadlines.
Increased revenue through new products and services and connections as well as ensuring
Customers paid their bills on time. As well as completing Audits.
Collections/ Credit referral and Fraud to identify and prevent fraudulent activity form a variety
of sources which included personal and corporate impersonation fraud. Also completed
insurance claims for lost and stolen devices.
Won numerous awards and prizes over the years for being a top performer and over achiever.
Business Orders Role. This role involves working front line in the corporate business team,
processing orders and dealing with queries received via email. Outbound phone calls are also a
part of the daily duties. Daily Use of internal systems such as CSS, Merlin and SAP along with
Microsoft Office.
Indirect Upgrades seconded team leader. June 2003 – January
2004.
This role involved looking after temporary agency staff that had been recruited into the indirect
upgrades department. Initially responsible for 60 new starters until this figure reduced as they
progressed through the program. Daily duties included, call monitoring and feedback,
performance reviews and 1-2-1's, daily support to the CSRs and being a point of contact for
agents, floorwalkers and other team leaders.
Team Coach (Seconded) Upgrades, Lost and Stolen, Faults
Department. – March 2001 to June 2003.
Responsible for a team of 12 heads in an inbound department. Daily duties included
performance management, ensuring KPI's were achieved, call monitoring and feedback, 1-2-1's
and daily support. Other responsibilities included taking over and resolving customer
escalations, identifying key trends of knowledge gaps within the team and implementing
training and support to improve these. As well as training all staff on how to complete
insurance claimforms satisfactorily and understanding the terms and conditions of the
insurance and what would be covered as an acceptable claimand what would not be covered.
Customer Service Representative - April 2000 to March 2001.
Customer Service representative taking inbound calls from customers resolving their queries
across a range of situations and ensuring first call resolution as well as achieving all KPI's.
Education
A-Levels, BTEC GNVQ Advanced Leisure and
Tourism
1997
Darlington College of Technology - Darlington, Durham
I received Distinction in this and covered many modules such as Health and Safety at work,
Retail, Business, Marketing within both Leisure and Tourism.
GCSE’s, 9 x Qualifications Grades A to C
1995
Eastbourne Comprehensive School - Darlington, Durham
Humanities A, Design and Technology A, English Literature B, English C, Maths C, French C,
German C, Maths C and Science C.
Interests
In my spare time I like to spend time with my family and friends, visiting places of interest,
going to the Theatre and reading.
References
Mrs Sue Wilberforce - 34 Fryer Crescent, Darlington, DL1 2DX,
Telephone 07970766628 ( Former Manager at EE )
Ms Aileen Henderson - Former work colleague at EE - Telephone
07936136168

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EMMA SMITH CV

  • 1. EMMA SMITH 12 Marycourt, Darlington, Durham DL3 9EY | | M: 07967214253 Email:- emma.kyle@live.co.uk Summary Experienced Corporate Controller, excellent at juggling multiple tasks and working under pressure. Quick learner and I have excellent analytical skills. Broad industry experience includes Mobile Telecommunications, Sales, Customer Service, Corporate Business, Finance, Insurance and Fraud to name a few. Familiar with SAP, Microsoft packages, Word, Excel, Outlook etc. As well as various other systems exclusive to Network. Experience Corporate Controller Apr 2005 to Present Orange PCS / EE - Darlington, Durham Corporate Controller 2005 to present. Developed training manuals for new staff to ease transition for new employees. Designed and created new systems and processes including creating an order form to use across the business for all Corporate Customers and Sales areas to use. Managed large Corporate accounts for the duration of their contracts and ensured that there was a brilliant rapport with the Customer. This would include all adhoc work and resolving problems quickly and efficiently to adhere to deadlines. Increased revenue through new products and services and connections as well as ensuring Customers paid their bills on time. As well as completing Audits. Collections/ Credit referral and Fraud to identify and prevent fraudulent activity form a variety of sources which included personal and corporate impersonation fraud. Also completed insurance claims for lost and stolen devices. Won numerous awards and prizes over the years for being a top performer and over achiever.
  • 2. Business Orders Role. This role involves working front line in the corporate business team, processing orders and dealing with queries received via email. Outbound phone calls are also a part of the daily duties. Daily Use of internal systems such as CSS, Merlin and SAP along with Microsoft Office. Indirect Upgrades seconded team leader. June 2003 – January 2004. This role involved looking after temporary agency staff that had been recruited into the indirect upgrades department. Initially responsible for 60 new starters until this figure reduced as they progressed through the program. Daily duties included, call monitoring and feedback, performance reviews and 1-2-1's, daily support to the CSRs and being a point of contact for agents, floorwalkers and other team leaders. Team Coach (Seconded) Upgrades, Lost and Stolen, Faults Department. – March 2001 to June 2003. Responsible for a team of 12 heads in an inbound department. Daily duties included performance management, ensuring KPI's were achieved, call monitoring and feedback, 1-2-1's and daily support. Other responsibilities included taking over and resolving customer escalations, identifying key trends of knowledge gaps within the team and implementing training and support to improve these. As well as training all staff on how to complete insurance claimforms satisfactorily and understanding the terms and conditions of the insurance and what would be covered as an acceptable claimand what would not be covered. Customer Service Representative - April 2000 to March 2001. Customer Service representative taking inbound calls from customers resolving their queries across a range of situations and ensuring first call resolution as well as achieving all KPI's.
  • 3. Education A-Levels, BTEC GNVQ Advanced Leisure and Tourism 1997 Darlington College of Technology - Darlington, Durham I received Distinction in this and covered many modules such as Health and Safety at work, Retail, Business, Marketing within both Leisure and Tourism. GCSE’s, 9 x Qualifications Grades A to C 1995 Eastbourne Comprehensive School - Darlington, Durham Humanities A, Design and Technology A, English Literature B, English C, Maths C, French C, German C, Maths C and Science C. Interests In my spare time I like to spend time with my family and friends, visiting places of interest, going to the Theatre and reading. References Mrs Sue Wilberforce - 34 Fryer Crescent, Darlington, DL1 2DX, Telephone 07970766628 ( Former Manager at EE ) Ms Aileen Henderson - Former work colleague at EE - Telephone 07936136168