Summary
Overview
Work History
Education
Skills
Timeline
Generic

Adrienne Guest

Coventry

Summary

Determined and adaptable team leader with over 25 years experience of customer service. A confident, dedicated and passionate long-term reliable member of the Warwick University team who illustrates excellent communication, organisation and interpersonal skills.

With over 11 years line management experience and expertise running library support desk, I have demonstrated my ability to work independently whilst also being an outgoing team player to help uphold the university's high service standards and go above and beyond to maximise customer satisfaction.

Overview

42
42
years of professional experience

Work History

Customer Support Team Leader

University Of Warwick - Library
12.2013 - Current
  • Monitoring day-to-day running of the library service, ensuring adequate staffing and redeploying staff if required. Arranging cover for evening/weekend shifts.
  • Line management duties overseeing a team of library assistants, including monitoring of personal development and upskilling of staff through identifying skill gaps and organising relevant trainings.
  • Delivering continuous training and mentoring established staff on processes and procedures, whilst driving recommendations for ongoing optimisations.
  • Support with recruitment and interviewing of new staff, alongside onboarding new joiners through the training program.
  • Organised and assisted with the planning and implementation of the new library fines policy, driving reduced daily fines and improving customer experience.

Library Assistant

University Of Warwick - Library
09.1996 - 12.2013
  • Maintaining clear communication and collaboration with cross-functional teams across both the library and wider University team.
  • Provide dedicated customer support and professionally handle and de-escalate conflicts, always focusing on maintaining university values.
  • Overseeing the return of library books, successfully introducing improved procedures to mutually benefit both staff and customers e,g, pursuing for non-return of library books resulting in invoicing.
  • Conducted library orientations to familarise new customers with the available services on offer and support networks.
  • Fire warden responsibilities, developing in-depth knowledge of health and safety regulations and managing risk assessments.

Senior Bank Clerk

First National Bank PLC
07.1994 - 07.1996
  • Arranged financial agreements for customers.
  • Contact customers with regards to providing information on the products and services.
  • Collaborate with suppliers with regards to applications for finance.
  • Accepted payments and updated accounts ensuring exceptional accuracy.
  • Balanced daily cash.

Bank Clerk

PL Investment & Savings
09.1982 - 07.1984
  • General office duties – confidently dealing with customer enquiries either face to face, telephone, or mail.
  • Maintaining accurate records and reporting.
  • General administration tasks.

Education

5 O'levels Including Maths & English

Coundon Court Comprehensive School
Coventry

Skills

  • IOSH Working Safely at Warwick with Level 2 risk assessment
  • Student Experience Network Conference UX Training
  • Managing and building cohesive and resilient teams
  • Exceptional & experienced customer service
  • Financial regulations & procedures
  • Proficient SAP & finance systems skills
  • Recruitment and selection, staff development
  • Excellent time management within fast-paced environment
  • Computer literate with significant experience using MS office platforms as well as many specialist databases

Timeline

Customer Support Team Leader

University Of Warwick - Library
12.2013 - Current

Library Assistant

University Of Warwick - Library
09.1996 - 12.2013

Senior Bank Clerk

First National Bank PLC
07.1994 - 07.1996

Bank Clerk

PL Investment & Savings
09.1982 - 07.1984

5 O'levels Including Maths & English

Coundon Court Comprehensive School

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Adrienne Guest