Olivia Campbell
Summary
Highly skilled and results-driven professional with extensive experience in workforce management, debt recovery, customer service, and construction operations. Proven expertise in scheduling, team leadership, negotiation, and problem-solving. Adept at managing staffing levels, handling escalations, implementing process improvements, and ensuring business objectives are met. Strong communication and leadership abilities, with a proactive approach to minimizing risks and optimizing efficiency across multiple departments. Working well within a team and have the confidence and ability to use own initiative. I am positive and have a ambitious drive to motivate myself and others.
Overview
11
11
years of professional experience
Work History
HR Manager
United Utilities
12.2020 - Current
- Managed staffing levels, ensuring adequate coverage across multiple departments
- Monitored and reported on sickness, holidays, and overtime to maintain efficiency
- Developed and executed workload plans, balancing priorities and resources
- Led meetings to align teams with company objectives and performance targets
- Negotiated schedules and resources to optimize productivity and reduce costs
- Took proactive measures to prevent operational disruptions, while responding swiftly to emerging challenges
- Analyzed data to make calculated decisions that improved efficiency and met business goals
- Negotiate and influence at all levels to ensure business needs are met
- Had difficult conversations with staff who are not achieving
- Pro-actively working closely with team leaders and section managers to identify trends and issues to implement necessary mitigations minimizing negative impacts
- Applied problem solving skills to reach resolutions and overcome obstacles
Construction Services
United Utilities
05.2019 - 12.2020
- Coordinated staffing levels, ensuring efficient scheduling to meet project deadlines
- Liaised with developers and contractors to streamline communication and resolve issues
- Scheduled and managed appointments, ensuring timely project execution
- Handled email and phone correspondence, providing clear and professional responses
- Ensured construction sites were stocked with the correct materials to prevent delays
- Conducted health and safety checks, ensuring compliance with regulations
- Managed overtime, sickness, and holiday reporting to maintain workforce efficiency
- Produced detailed construction quotes, balancing cost efficiency with client requirements
- Led meetings to align teams with project goals and resolve challenges
- Made calculated decisions to mitigate risks and improve operational efficiency
- Sale ordering payments
Customer Advisor Advanced - Project Tremor
United Utilities
08.2017 - 05.2019
- Managed a high volume of inbound and outbound calls related to debt and billing issues
- Negotiated payment plans with customers via telephone, email, and written communication
- Collected and recovered over £1 million in legacy debt, meeting and exceeding daily targets
- Investigated accounts to ensure accurate data capture and correct billing
- Processed change of tenancy agreements and conducted credit searches
- Liaised with metering, legal, and court teams to ensure proper recovery procedures
- Prepared write-off packs and followed recovery processes, including IVA and bankruptcy cases
- Handled escalated calls, resolving complex customer disputes professionally
- Used SAP and other systems to book payments, manage accounts, and run data reports
- Maintained compliance with industry regulations and company policies while working under pressure
Customer Advisor Advanced - Debt department
United Utilities
02.2017 - 08.2017
- Assessed customers' financial positions to determine suitable debt repayment options
- Managed high volumes of calls, handling difficult conversations with professionalism
- Provided customers with information on affordability schemes, debt relief orders, and IVAs
- Liaised with third-party organizations to coordinate payment solutions
- Identified vulnerable customers and ensured they received appropriate support
- Created and managed payment plans, helping customers regain financial stability
- Processed write-offs and debt adjustments in line with company policies
- Utilized Dynamics and EWQ systems to manage accounts and track customer interactions
- Worked within deadlines and targets to maintain efficiency in debt recovery operations
Team Leader
Iceland
06.2014 - 02.2017
- Managed stock merchandising, ensuring products were displayed effectively
- Handled cash transactions and assisted with refunds and returns
- Communicated with customers, resolving complaints and providing excellent service
- Assisted in coordinating deliveries, ensuring stock accuracy and availability
- Organized and scheduled rotas, ensuring adequate staffing levels
- Recorded staff sickness and managed shift adjustments as needed
- Organized and led meetings, presenting new processes and business updates
- Provided forecasting briefs, contributing to business planning and decision-making
- Developed a strong understanding of company culture, products, and ethical initiatives
Education
A-Levels -
Priestley College
GCSE's -
Haydock High School
Media & Marketing communications - Digital Marketing, Content Marketing, Social Media Marketing, Magazine Analysing, Newspaper designing, Radio Broadcasts, Magazine Distribution, Advert designing
Priestley College
Skills
- Staffing & Workforce Management
- Workforce Coordination & Scheduling
- Developer & Contractor Liaison
- Appointment & Workflow Management
- Health & Safety Compliance
- Risk Management & Decision Making
- Attendance & Absence Reporting
- Workload Planning & Resource Allocation
- Leadership & Team Alignment
- Negotiation & Stakeholder Influence
- Operational Risk Management
- Data Analysis & Decision Making
- Performance Management & Staff Development
- Problem Solving & Critical Thinking
Timeline
HR Manager
United Utilities
12.2020 - Current
Construction Services
United Utilities
05.2019 - 12.2020
Customer Advisor Advanced - Project Tremor
United Utilities
08.2017 - 05.2019
Customer Advisor Advanced - Debt department
United Utilities
02.2017 - 08.2017
Team Leader
Iceland
06.2014 - 02.2017
A-Levels -
Priestley College
GCSE's -
Haydock High School
Media & Marketing communications - Digital Marketing, Content Marketing, Social Media Marketing, Magazine Analysing, Newspaper designing, Radio Broadcasts, Magazine Distribution, Advert designing
Priestley College
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