Tracy Peniston has over 12 years of experience in customer-facing roles, most recently as Team Leader at Certsure LLP. She has a proven track record of managing teams, meeting KPIs, and filling in as Customer Service Manager when needed. Prior to her role at Certsure, she held administrative positions at Plastek Mansfield and Whiteley Electronics. She has qualifications in business administration, management, and sociology.

1. Tracy Peniston
3 Coppice Croft, Sutton in Ashfield, Nottinghamshire, NG17 1HH
07791 312 685
tracy.peniston@gmail.com
My experienceincustomerfacingroleshas enabled me todevelopexcellent communication skills in often difficult
circumstances. As a proactive team leader I have been able to guide and mentor team members resulting in a
cohesive andempoweredgroupthatconsistentlydeliversonKPI’s (KeyPerformance Indicators) setby the business.
As a self motivated individual who enjoys responsibility, my role has extended to acting manager for additional
teams and the department.
Employment History
Certsure LLP, Mansfield 2004–November 2016
Team Leader Customer Services Administration 2013-2016
Due to a mergerwithanothercompany manyof the managementsupportelementsof the businesswastransferred
to new the Head Office. Asaresultof thismy role wastransferredtothe customerservicesteam. Thisrole
included:
 Manage a teamto delivercustomerservice administrationthatmeetsthe companyKPI’s.
 Trainingandmentoring.
 To planand carry outone-to-ones,teammeetingsandPDRs(PersonalDevelopmentReviews).
 Team activitiesincludecustomerretention andpaymentmanagementforourcustomers.
 Ensure escalatedcustomerissuesare resolvedinaprofessional andproactive manner.
 Takenon CustomerService Managersrole where required.
 Developmentof bespoke businesssystem.
 Testingandstaff trainingof SAP(Systems,Applications,Products) system.
 QA (QualityAssurance) systems.
 UKAS (UnitedKingdomAccreditationServices)auditprogramme.
 Preparationanddeliveryof presentationsandbusinessreports.
Team Leader Management Support 2012-2013
As the managementsupportteamgrew,there became aneedforateam leadertomanage the teamand their
workloadaseach memberhada differentrole withinthe business.
 Alongwithmanyof the dutieslistedbelow,Imanagedthe dutiesof the Personal Assistanttothe Managing
Directorand MarketingAdministrator
 Carryingout one to one’sandannual performance reviews.
Management Support Administrator 2010-2012
As part of the continual growthof the businessanew role wascreatedto offeradministrative supporttothe
managementteamwhichincluded:
 Managing the QualityManagementSystemsof the businesswhichincludedensuringthe UKASaudit
programme wasmaintained.
 Managing the registrationof the membercompaniesandensuringcompliancewasmaintainedin
accordance withthe individual schemerules.
 Developingthe administrationprocessfornew schemesandmanagingthis. Once the scheme processhad
beenfinalisedIthendevelopedanddeliveredatrainingprogramme forotherteamstotake overthe day to
day runningof the scheme.

2.  Providingreportstothe managementteamshowingthe progressof schemeswithinthe businesstoensure
KPI’swere met.
 Arrangingmeetingswhichinvolved,arrangingthe datesandattendees,bookinghotel andtravel
arrangementsasrequired, takingminutesatthe meetingalongwithdistributingthe minutesof the meeting
to the attendees.
 Attendingtrade showsrepresentingthe businesstogainnew members.
Senior Administrator 2007-2010
As the businessgrewIwasgivenapromotiontotake on more responsibility,thisinvolvedthe separationof the
businessintotwodepartmentsof SchedulingandAdministration. Iwasresponsible forthe schedulingdepartment
 The main role wasto ensure the engineerswere utilisedtothe fullestformyown workand three other
administratorsandtoreportthis tothe managementteam.
Administrator 2004-2007
Originallyemployedasanadministratoraspart of a small teamcoveringall elementsof the business,the role
included:
 Schedulingannual auditvisits formembercompaniesensuringengineersare effectivelyutilisedrelatingto
theirgeographiclocationaroundthe country.
 Ensuringmembercompaniesreceivecorrectcorrespondence inatimelymanner,thisincludedletters,
emailsandtelephone conversationstorequestinformationwhere requiredandissuingcertification
paperworkwhenthe companyreview processhasbeencompleted.
 Chasingpaymentsforauditsthatare due or overdue asrequired
 Orderingstockand maintainingcorrectlevelsof stationarywhichincludedliaisingwithsupplierstoensure
budgetsmaintained.
Plastek Mansfield 2003-2004
 Administrationsupporttothe QualityManager.
 ExecutingQA processes.
 Continuousimprovementapproachtothe business.
Whiteley Electronics Ltd 2000-2003
 AdministrationsupporttoEngineeringandDrawingOffice team.
 PA to EngineeringDirector.
 Manage engineeringchange control andchange distribution.
Robinson Plastic Packaging 1993-2000
 Machine operative.
 Maintainingsmoothrunningof machinery.
 Ensuringquality of products.
Training and Education
Fire Awareness and Fire Warden 2016
Courageous Conversations 2015
ILMLeading the way Management 2014
Level 2 NVQ Team Leading 2012
Level 3 NVQ Management 2009

3. Level 3 NVQ Business and Administration 2007
Outlook Level 1 and 2, Excel Level 3, Word Level 3 and Microsoft Office Integration 2006
Visio 2002 Introduction 2005
Excel 2000 Intermediate 2005
Dealing with Difficult Customers by Telephone 2005
BA Honours Sociology 1993
A level English Language & Literature, History and Sociology 1990
Religious Studies 1989
GCSE Sociology 1988
O level Religious Studies, English, English Language and History 1987
CSE Mathematics, Biology, and History 1987
Interests
I enjoy walking,reading,socialising, cinema, camping,bakingandactively organising charity events with colleagues
and friends. Ihave an interestinkeepingfitusingT25and the local gym. I enjoytakingonnew challenges and have
recentlylearnttoride a bike. Iam a keenamateurphotographer andamcurrentlyundergoingtraining to learn how
to use the manual functions of my camera.
References
Covette Timmons
CustomerServicesManager
Certsure LLP
MansfieldBusinessCentre
AshfieldAvenue
Mansfield
NG18 2AE
Garry Radford
DrawingOffice Manager
BTROS Electronics
Unit 4B CastlewoodBusinessPark
Farmwell Lane
SuttoninAshfield
NG17 1JF