Millie Hurault
London
Summary
I am a Housing professional with a number of years of experience across a number of different industries with a passion for customer service. Punctual employee dedicated to following the correct procedures and protocols whilst providing a personal touch to enhance every customers journey. Considered valuable and hardworking employee by supervisors and peers. Recently returned from 11 months living and working in Sydney, Australia.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Corporate Receptionist
Servcorp
Sydney
01.2024 - Current
- Greeted visitors and clients warmly, while providing a positive first impression.
- Assisted with general administrative tasks such as filing, photocopying, faxing and data entry.
- Answered incoming calls and directed them to the appropriate personnel or department.
- Coordinated conference room bookings for meetings and events.
- Sorted and distributed incoming mail, packages and courier deliveries.
- Provided clerical support including typing documents, preparing reports and maintaining records.
- Responded to customer inquiries via telephone or email in a timely manner.
- Supported other departments with administrative tasks when required.
- Answered and directed incoming calls using multi-line telephone system.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
Compliance & Casework Team Lead
L&Q Housing Trust
London, United Kingdom
07.2022 - 11.2023
- Provided leadership and guidance to a team of 11 members of staff, ensuring that tasks were completed on time and to a high standard.
- Resolved and managed complex complaint cases, including responses for the Housing Ombudsman and MP Inquiries, promptly and efficiently.
- Extensive knowledge of the Housing Ombudsman code.
- Ran monthly compliance reports, which were analyzed by Corporate Health & Safety, and ensured the Department improved their targets month on month.
- Worked with senior management and executives to implement changes and improvements to the internal complaints process to ensure it aligns with the Housing Ombudsman.
- Worked closely with external contractors, holding regular meetings, and running performance reports to improve the repairs process for residents.
- Developed strategies to increase team productivity and improve customer service levels.
- Trained new staff in relevant processes and procedures.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Provided support to junior staff during peak periods of workloads.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
Communal Heating Manager
L&Q Housing Trust
London, United Kingdom
09.2019 - 07.2022
- Coached, mentored and trained team members in order to improve their job performance.
- Created monthly reports for senior management summarizing operational performance metrics.
- Initiated new projects that resulted in increased productivity across all departments.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
Contract Coordinator
L&Q Housing Trust
London, United Kingdom
09.2018 - 09.2019
- Developed contract templates to ensure compliance with company standards.
- Maintained a database of all contractual documents including expiration dates and renewal terms.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Scheduled appointments between clients and customers and internal staff members.
Customer Experience Executive
Eve Sleep
London, United Kingdom
09.2016 - 09.2018
- Conducted customer surveys and analyzed feedback to identify areas of improvement in customer service.
- Collaborated with departments such as marketing, sales, product development, and engineering to ensure customer satisfaction.
- Developed and implemented strategies to improve customer experience across multiple channels.
- Provided support for customers via phone, email, chat, or other communication channels.
- Monitored customer complaints on social media platforms and responded accordingly.
- Created and managed customer loyalty programs to increase repeat business.
Reservationist & Hostess
Galvin at Windows
London, United Kingdom
05.2011 - 07.2016
- Greeted guests and provided them with necessary information about hotel services.
- Assisted customers in making reservations over the phone and online.
- Provided customer service to ensure guest satisfaction.
- Updated reservation records, availability, rates and other data into computer system.
- Ensured accuracy of all customer information entered into the system.
- Resolved customer complaints in a professional manner.
- Maintained a friendly environment to encourage repeat business from customers.
Education
Bachelor of Arts - International Events Management
University of Brighton
Brighton, United Kingdom07.2016
Skills
- Regulatory Compliance
- Performance Monitoring
- Key Performance Indicators
- Quality Control
- Complaint Resolution
Affiliations
- Fitness
- Restaurants
- Volunteering
- Music
Languages
English
Native/ Bilingual
French
Professional
German
Limited
Accomplishments
- Twice received Team Member of the Quarter at L&Q out of a department of 250 people.
Certification
- Full UK driving license holder.
Timeline
Corporate Receptionist
Servcorp
01.2024 - Current
Compliance & Casework Team Lead
L&Q Housing Trust
07.2022 - 11.2023
Communal Heating Manager
L&Q Housing Trust
09.2019 - 07.2022
Contract Coordinator
L&Q Housing Trust
09.2018 - 09.2019
Customer Experience Executive
Eve Sleep
09.2016 - 09.2018
Reservationist & Hostess
Galvin at Windows
05.2011 - 07.2016
Bachelor of Arts - International Events Management
University of Brighton
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