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CV Iva Gooden
Address Line 1
Address Line 2
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Postcode

Telephone: (1234) 5678910. Mobile: 12345 67890. Email: Ivagooden@email.com

A D M I N I S T R AT I O N / C U S TO M E R S E R V I C E

Possessing a strong background of support to all levels of management in the Banking Industry that has
required customer service experience and diplomatic communications skills, gained by having to deal with
numerous complaints and difficult members of the public. Determining the needs of “high net worth clients”
working to tight deadlines and dealing administrative anomalies. Now looking to use my people and
administration skills preferable within a more focused customer service position will consider sales role if it
genuinely rewards on merit and hard work.
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PROFESSIONAL EXPERIENCE & ACHIEVEMENTS

`CASHIER / BANK CLERK Aug 02 – Present


Coutts, Kensington, London
Dealing with customer queries and day-to-day banking needs. I work in a small branch of Coutts and this allows me
the opportunity to deal with clients needs from start to finish. I work the foreign till (composite role) and order
bullion in to the bank. I work with many high profile individuals and I am accustomed to handling large amounts of
cash on a daily basis.
Dealing with customer queries and advising on financial products.
Servicing cash dispensers, using computers with specialised software to a high standard.
Responsibility for increased sales by referrals as directed by management.

As Sales and Service Advisor (composite role)


Sold a range of discounts and services, dealing with complaints and enquiries as well as sales promotions and new
deals.
Ensured focus on the customers whilst reducing the number of contacts made to Coutts.
Ensured that the highest level of customer service was delivered.
Trained on new products as part of new business sector campaign.
Increased customer retention whilst competing with the aggressive, new marketplace.

SERVICE QUALITY MANAGER Jan 02 – Aug 02


NatWest, Shepherd’s Bush, London
Checked systems were in place with an excellent commercial awareness. Managing training, design and delivery
within tight deadlines and budgets whilst promoting best practice - having developed new business strategies
and ideas whilst encouraging a self-development culture. Supported the Customer Service and Delivery (CS&D)
and the Human Resources (HR) Team through the delivery of people and business development solutions that
meet customer needs.
Identified training needs of non-network staff.
Assisting in project managing staff training development - support and work based learning.
Advised on new training solutions that met the needs of the business and the people.
Developed and maintained effective commercial partnerships with customers.
Prepared staff for the implementation of a new integrated business system within I.T. support.
Presented reports to senior management.
Involved in the strategic planning of the branch.
Follow-up research concluded improved budgets and improved morale.
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PROFESSIONAL EXPERIENCE & ACHIEVEMENTS

NatWest, Shepherds Bush, London (continued)

Administration Function
Responsible for some aspects of the busy Private Banking Administration section, involved in receiving
incoming phone calls. typing filing, planning financial review meetings, communicating with Inland
Revenue, other banks, building societies external auditors and insurance companies, completing forms and
data online, providing statistical information to management. First point of contact, dealing directly with
customers, to identifying and rectifying problems.

PERSONAL ASSISTANT TO MD 1999 – 02


Pure Medicine Ltd, Harley Street, London
Resposible for day-to-day running of this busy Harley Street health practice. I was the first point
of contact for new and existing clients and acted as the go-between for the MD.
Attended to the MD's schedule and booked clients to see not only the MD but 11 other practitioners working
within the group.
Confidentially dealt with high-profile and celebrity clients and ensure that their needs were met during their stay.
I handled client queries and complaints.
Assisted all practitioners with their client lists and ensured that clients booked for the correct therapy and was
available to answer follow-up questions for them.
Determined the needs of potential customers and directed them to the appropriate therapy/therapist.
Attended to general administration duties.
Balanced weekly books.
Ordered supplies for the clinic.

ACTOR / SINGER 1995 – 99


Toured the country extensively working in regional theatre, children’s theatre and television commercials
and panto.
Performed in some west end venues as a singer.
Appeared in the television pilots of 'Mirror Ball' with the cast from Absoultely Fabulous.
Equity Card Holder

Early Career:

Administrator, NatWest Bank, London (1995)


Manager’s Assistant (1982 – 1995)
I balanced Accounts (sundry), balanced overtime and completed sickness records, dealt extensively with general
unpaid administration paper work. Worked as 'un-paid' cheques clerk completing the administration involved with
returned cheques.
As Chief Cashier I ordered money into the branch on a weekly basis and oversaw a team of four cashiers.
I also worked as foreign till clerk.

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Various internal courses (commensurate with key skills and experience).


Customer Service Training, Dealing with Complaints, Leading and Training for Success, Priority / Time Management,
Relationship Management, Performance Reviews, Computer Literacy.

Education Merchant Taylor's, Moor Park, London. 1 'A' Level - English, 5 '0' levels.

Personal:

Date of birth: 1965


Marital status: Single.
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