Mrs. Rosalia GreenTel: 0208 461 3153; Mobile: 07956 539536; Email: lia.green@live.co.uk

Profile I have 30 years’ experience of working in a Customer Service/Relations/Office administrative and PA environment in both the Public and Private sectors. I am a highly methodical, reliable, dedicated and quality-focused person with good attention to detail. I am well organised and proactive in providing timely, efficient and accurate administrative and customer service support and am able to establish good working relationships with a range of different people. . Throughout I have perfected my communication skills and methods of dealing with both internal and external customers. I am confident that I can bring this wealth of experience, knowledge, personal attributes and personality to any position. I believe that I can bring understanding, empathy and commitment to any organisation that I join.

Key skills• Customer service •Excellent written and verbal communication skills including the ability to listen effectively.• Maintain a customer focus towards the needs of the internal and external customers.• Office procedures • IT skills • Data management • Work towards tight deadlines.• Attention to detail • Experience of preparing spreadsheets and interpret statistical data• Experience of providing executive PA support at Director Level.• Experience of organising, attending and minuting meetings, taking follow up action and tracking progress.• Can work without supervision • Ability to cope and work under pressure• Have a patient outlook with the ability to multitask and manage conflicting demands• Defuse and resolve conflict situations.• Understanding of the principles of effective project management. • Supervising and developing staff. • Able to work as part of a team• Experience of compiling information from a number of sources, handling correspondence, preparing reports and briefings

Work Experience

Since July 2014 I have taken the opportunity to be my mother’s full time career while she goes through a period of ill health. I have also spent time concentrating on my role as a school Governor and engaging with the school and students and reinforcing my knowledge in the education system. This period of time has also given me the opportunity to become more actively involved in my local community housing association Phoenix, where I have become a member of various panels and have an influence on decisions that are made. With the improvement of my mother’s health I am now in a position where I am to return to full time employment.

PA – OFFICE MANAGER Opportunity Access Feb 2015- PRESENT (Voluntary)• Providing executive personal support to MD• Organising, attending and minuting meetings, taking follow up action and tracking progress• Handling correspondence, preparing reports and briefings from information taken from a number of sources.• To organise and maintain MD diary• Answer telephone queries and keep an accurate record of messages• General office administration such as managing emails accounts• Organising events• Building key relationships with relevant stakeholders

Telephone Advisor, Atlantic Umbrella (short term project) Jan 2015- Feb 2015• Taking calls re the 65+ new Government savings project.• Answering queries.• Sending out application forms.• Redirecting callers to correct services if required.

Communications Officer, Metropolitan Police Authority Jul 2003 - Jun 2014The role involved taking emergency and non-emergency calls to the Police service from all over the London area. This role required the following main skills:• Work well under pressure.• Deal with the public in a sensitive but assertive manner.• Maintain a customer focus towards the needs of the public.• Remain unflustered when dealing with irate or distressed callers.• Defuse and resolve conflict situations.• Work towards tight deadlines.

Station Reception Officer, Metropolitan Police Service Feb 2000 - Jul 2003Duties involved providing an initial response to enquiries received at the Police Station reception. This included conducting risks assessments, identifying the needs of the customers and prioritising the importance of these, to provide reassurance and support where necessary to both the public and Police Officers.

Director, Ma's Kitchen Mar 1998 - Feb 2000Managing the day to day running of Ma’s Kitchen which specialized in an all-day breakfast, freshly cooked daily lunch and brunches.Duties included:• Food Preparation and Menu Planning• Financial and Stock Control• Staffing and Customer Service• Budgeting and Ordering• Front of house order taking and serving

Contributions Inspector, Contributions Agency - Civil Service Feb 1997 - Feb 1998Assigned designated postal area within the City and South-East areas of London in order to give advice and audit the collection of National Insurance Contributions from the self-employed and small to medium size businesses.Duties included:• Visiting business owners to audit their contributions• Carrying out computer assessments• Statistical returns• Dealing with all nature of telephone and admin queries in relation to National Insurance Contributions

Retail Manager/PA to MD, Call-home Ltd Jul 1995 - Jan 1997One of the first International Phone Shops to open in Central London. My role was to manage the daily running of the business.Duties included:• PA support to the MD• Opening and closing of the premises• Banking of takings• Dealing with customer inquiries and any complaints• Supervision and recruitment of staff• Administrative duties

Civil ServiceBenefit Clerk - dealing with new claims and inquiries on current claims. Administrative duties. Data entry. Dealing with phone queries from sometimes distressed customers.

Quality Assurance Manager- Administrative duties dealing with customer complaints and quality of service.Area Manager Support Officer (PA) - Dealing with Area's Managers diary, correspondence, office stationary and ordering. Statistical returns and capture. Arranging meetings and follow ups. Compiling reports from data and meetings.

Education and Training Oct 1983 - Jun 1995Phoenix Academy – insight into Community Housing run by Phoenix Housing Apr-June 2015 PassedSafer Recruitment – Safeguarding Mar 2015First Aid in Work Oct 2014 Intermediate Excel course Aug 2014 Lewisham Girls 6th Form A Level Sep 1980 - Jul 1983Economics - Geography Lewisham Girls Secondary School O Level Sep 1976 - Jul 1980English - Math’s - French - Geography - Biology

Interest and HobbiesMy interests have always been a reflection of my strengths. I enjoy responsibility, people, and leadership. I utilise these interests in my role as a school Governor in a local secondary school and the part I play on various panels that I have been asked to sit on as a local resident in our Community Housing Association, Phoenix. I have just recently been selected for a position on the Gateway Community Links Panel who will play a part in supporting the Executive Housing Panel in how we move forward through spending, training and projects for the local community. I also sit on the steering group who with the award of Heritage Lottery funding are promoting and taking forward through consultation of the Community on the refurbishment and development of a local and iconic land mark, The Fellowship Inn, where it is intended that we will be able to restore a number of community facilities.

I have found a love of Rugby since my son started playing and have found my role as the squad tour organiser very rewarding. I have also joined the events committee for the club and am enjoying putting my skills to use and becoming involved in promoting our Community club to the local community and beyond as the inclusive, welcome to all club that we are. I treasure time with my family and friends but also enjoy my own company. I have a clean full driving licence and full DBS cover.

REFERENCES ON REQUEST