Niamh Scott

• Training & Facilitation: Delivered high-level one-on-one and group training across QCR's grants team.
• Grants Administration: Carried out QCR checks, upheld data accuracy, managed the suspected fraud register, and escalated complex applications for further assessment.
• Created timeline notes for the QCR team.
• Paid out 300+ applicant's a day during peak season in Quality Assurance.
• Confident in guiding staff through complex applications—particularly suspected fraud cases

Administered membership database with precision, ensuring accurate and confidential management of member records.

• Facilitated onboarding and registration processes for new members, mirroring HR onboarding procedures to ensure a smooth integration experience.
• Addressed and resolved member concerns and inquiries, providing exceptional support.
• Managed invoicing and accounts receivables for membership fees, ensuring timely and accurate billing, and followed up on outstanding payments.
• Created user manuals and facilitated CRM training for internal staff.
• Kept retention rate between 85%-95%.

• Acted as a primary point of contact for all membership enquiries.
• Provided support to employees with various CRM issues and liaised with heads of department to find resolutions.
• Maintained data integrity – fixed any discrepancies on a member's record.
• Responsible for processing payments and setting up direct debits.
• Trained new staff members on membership processes, systems, and best practices, ensuring a seamless transition and consistent service quality for members.
• Analyzed membership data trends to identify areas for improvement and implemented targeted strategies to address them.
• Developed procedure manuals for training purposes.