Gail Watkins has over 30 years of experience in customer service, administration, and project roles. She has a track record of exceeding expectations and solving problems. Her most recent roles include administration and receptionist work, as well as finance and HR coordination. She has skills in areas such as accounts payable/receivable, expense management, and HR tasks like managing personnel files and queries. Previously, she held senior customer service management positions and was an operations planning analyst, demonstrating experience in customer communication, operations, and reporting.

1. GAIL WATKINS
15 Shetland Way, Nailsea, Bristol, BS48 2UW
Home: 01275 854027 Mobile: 07807 177313
E-mail: gailwatkins@live.co.uk
Action oriented customer service with a track record of exceeding expectations on critical projects. A broad
range of experience covering claims,underwriting, training and analyst, HR and finance. Always up for a
challenge with a natural talent for solving problems.
PROFESSIONAL HISTORY
Temporary roles:
December 2016 onwards – GallifordTry South West Ltd: Administration and receptionist role.
November 2016 – Computershare: Raising transfer orders to Brokers for SAP shares.
Finance & HRCo-Ordinator, Wood EnergyLtd (Part of the Strong Energy Group) June 2014 to Oct 2016
(continuous employment with RES).
• Sage 200. Banking and monitoring on line bank account, escalate/process as appropriate. Process UK and
international payments. Petty cash. Process on line card payments over the phone/make card payments for
services/products. Debt chasing. Invoice authoriser. Process time sheets. Raise PO's,invoices etc. Maintain
many spreadsheets ie: Card payments, travel, cash flow, order intake.
• Manage holiday mailbox,log details on tracker/time management system and diary. Maintain HR files.
Liaise with Employment Agencies. Attend HR meetings, take notes, type up and log on HR files where
required. Take calls from sick colleagues, log details, inform relevant parties. Deal with HRqueries.
• Visit wholesalers,order stationery. Arrange travel for all staff,Engineers to Managing Director ie: hotels,
car hire, car parking, ferries and flights. Log all expenditure. Research services ie trades, cleaner, courier.
• Manage mobile phones/long term and short term vehicle hire/fleet insurance.
• Organise Christmas Party and Trade Shows.
• Liaise with IT Company on maintenance and IT issues. Manage long term complaint fault with BT.
• Arrange catering for meetings/book rooms for Registered Installer Training in house or externally.
• Take in coming calls, deal as appropriate or field to required team. Deal with complaints.
• Fire Marshal refresher taken Sept 2016. Key holder. Produce reports and adhoc projects.
Work within required time scales on own or as part of a team within service levels and matrix.
Administrator, RES (Renewal Energy Company, part of the McAlpine Group) April 2011- June 2014
Covering a broad range of administration for all departments. Dealing with sales calls for Solar Slate. Taking
incoming calls. Stationery. Catering for meetings. Debt chasing. Post. Prepare/maintain project folders. All
travel arrangements.
Duty Manager, HomeServe- Shortterm contract completed March 2011
Short term contract. Vetting of applicants profiles, interviewing and recruitment of new staff, directly or
through Agencies. Coaching telephone soft skills to team members. Drive team performance. Monitor
colleagues, manage service levels. Carry out return to work meetings following sickness and completion of
required documentation. Deal with any issues raised on a daily basis. Organisation and delivery of a 2 day
recruitment day. Review of Agency job profiles. Key holder to enable secure lock up out of hours.

2. Billing Projects Administrator, Bristol & Wessex Billing Services limited Nov 2009-Nov 2010
Temporary contract. Resolve data issues arising from a Meter Trial. Project work, ie identifying unbilled
properties and services. Field calls from Meter Readers and admin staff. System testing, developing for new
project along with setting up a new process to manage the contract. Deal with general queries/complaints
with internal and external customer by e-mail, phone, and letter.
Senior Customer Services Manager, Royal and Sun Alliance March 2002- Nov 2009
Deliver excellent communication skills by dealing with clients professionally and effectively to resolve
problems under pressure whilst maintain personal/department targets. Workwithin authority limit set
procedural and regulatory guidelines, ie FSA, DPA.
Operations Planning Analyst
Computer migration system analyst Selected for a 12 months secondment as an Operational Planning Analyst.
This entailed critical human resource allocation for the whole of the UK sites and off shore. Prepare daily
Executive report within deadline provided figures covering all areas of the company using in house systems,
exceland word. Provided weekly/monthly reports for my area of the business. Worked on the 'bridge'
managing all calls and statistics for the company. Dealing with system/telephony issues and outages, re-
routing calls/closing sites where necessary. Communication was an important part of this role with
agents/staff/managers of all levels.
Largestproject undertaken to test and implement the migration of policies from old system to current
covering all areas of the business. This project wasfor 9 months working being undertaken in Bristol and
Horsham Office staying away when necessary.
New Systems Champion
Personally selected to become a Computer Systems Champion for 2 years,overseeing the implementation of
a new computer system, delivering training to 70 agents, {classroom training, 121, coaching, establish learning
gaps, buzz sessions). Analysing and driving performance and change of the new system. Take referrals, audit
closed and open files. Authorise payments. Put new processes in place for ie, work around, systems issues
and referrals.
Customer Services Manager
Take queries/set up claims for customers. Working within company policies and procedures. Meeting service
levels, promoting own suppliers. Providing clear guidance and explanation of replacement/resolution
procedure. Being understanding and supportive.
Additional roles whilst being a Customer Services Manager
Telephony Coach- provided monthly training and coach to staff on the use of soft skills.
Undertook 3 system tests- changes required for the current computer systems.
Managed/ran training schools- for new starts covering all aspects of the role, systems, product knowledge
and soft skills. Delivered feed back,completed development records.
Completed open and closed file audits- Open file audits for training and quality checking. Closed file audits
for analysis of leakage.
Mentor/trainer- Delivered training both in classroom size groups, 121and mentor.

3. Sales Manager,Holiday Club 1998-2002
Selling all products specialising in scheduled and charter flights building flight plans across the world,tailor
made itineraries and weddings. Achieving personal/department target. Trained new and existing colleagues
on all products and system.
Sales Assistant,Lunn Poly 1994-1998
Selling all associated products with package holidays. Administration and assisted with training.
Sales Secretary,Chappel & Matthews Estate Agents 1987-1994
Secretarial duties. maintain data bases, viewings,chase sales,close deals,maintain window displays.
Administration Assistant, BUPA,(left to start a family) 1982 -1987
Secretarial duties for all levels, order and maintain stationery for the whole office. Reception duties.
Tax Office,Trainee Typist 1979 -1982
Secretarial duties for designated Officers, Union and the department
I.T Skills
Computer Literacy and Information Technology- Excel,Database and Word,Microsoft Office.
Successfully completed Royal Society of Arts Stage I & II in Word Processing.
EDUCATION
Further Education
NVQ level 2- Office Administration
NVQ level 3 - Customer Service
Clean driving licence held, car owner
Weston-super-Mare Technical College 1978-1979
'0' Level English
London Chamber of Commerce- Background to Business, Commerce & Office Practice
Royal Society of Arts Level I & II Typing
Gordano Comprehensive 1973 -1978
Maths, English, Geography, Art,Biology, Home Economics,Religious Studies & Typing.
HOBBIES/ACTIVITIES
Rugby. Reading. Walking. Pilates. Music. Wasgij puzzles. Take part/support fund raising.