Elizabeth BaldwinSmugglers End, The Street, Hythe, Kent. CT21 4LQ01303 230561 / 07946810529ebaldwin769@aol.com / https://uk.linkedin.com/in/elizabeth-baldwin-53a44328

PERSONAL PROFILE An accomplished and highly skilled customer services professional with 28 years’ diverse experience within the public and private sector. I have a long and proven track record in exceeding customer expectation and possess exceptional communication skills at all levels. Outstanding organisational and administration ability, developed through years of meeting and exceeding targets and achieving high levels of performance and competence.

KEY ACHIEVEMENTS IN CURRENT ROLE ( Regional Case Progressor, Countrywide) Winning Team East Award July 2016 Nominated as star of the month by Countrywide Conveyancing Services Mentoring colleagues in other branches Regular attendance and participation in Senior Regional Management meetings Consistent recognition and reward from customers, Senior Countrywide Management,

internal and external stakeholders and Executive team, and CEO Supported record Regional profits directly through a clear vision, determination,

exceptional customer service and a will to exceed personal targets

KEY SKILLS Passionate about and expert in dealing with customers in a calm, polite and professional

manner, listening to their needs, interpreting those needs, gaining trust, and developing an excellent relationship

Deep knowledge and understanding of customer perception and how to positively influence an excellent outcome; negotiation and objection handling

Clear communication, verbally and written, with an ability to inspire, influence and build confidence

Strong planning and organisational skills, effective performance under pressure Analysis, investigating and problem solving Inclusive and supportive skills with a strong mentoring ability

EMPLOYMENT EXPERIENCE Regional Case Progressor, Countrywide May 2014-Present

Building relationships with and enhancing the journey for customers, while understanding their motivation, needs and requirements

Liaising and negotiating with buyers, sellers, conveyancing solicitors and third parties such as management companies, financial institutions and other estate agencies

Working to personal targets by being proactive and establishing and promoting and maintaining exemplary relationships and levels of customer service

Managing the progression of designated sales within the region in a timely manner; keeping contact with all parties in the chain and updating customers regularly

Overcoming customer objections that may arise and problem solving to deliver exchange of contracts for customers

Working closely with internal stakeholders in order to support and drive timely exchange outcomes for our mutual customers

Events Manager, Bilsington Priory Estate January 2012-January 2014 Fully responsible for all aspects of event management on a large private rural estate Achieved a 20% increase in wedding sales in 2013 within a challenging market and a

restricted budget

Developed a clear understanding of promotional activity to drive additional sales, supported by effective use of various social media platforms, targeted marketing and fantastic networking within the industry

Promoting fantastic levels of customer service from initial enquiry through to provision of a seamless and free flowing event

Achievement of an 80% conversion rate from viewing the venue to point of sale

Executive Officer/ Advisor, DWP, Jobcentreplus October 2002-December 2011 Taking ownership for and supporting and delivering an enhanced service through

carefully considered and internally driven advice Various customer facing roles undertaken, including home visits; worked as sole multi

functional advisor across all Jobcentreplus benefit regimes Building excellent relationships with customers to overcome obstacles to work, and

agreeing and setting clear goals and objectives for a wide range of clients with diverse needs

Specialist Employment and Support Allowance advisor, taking the lead in assessing customers, in line with clear guidance; identifying next steps to enable a clear and supported journey closer / back to the work force

Working in a fast paced, target driven environment, further developed my already enhanced customer service and communication skills, through completion of many technical and soft skills internal training courses

Executive Officer, HM Customs & Excise March 1989-October 2002 Joining the Civil Service as a direct entrant Officer, gaining personnel management

experience by managing a team responsible for all aspects of personnel within South London and Thames Division

Supporting front line staff and training and reviewing of team staff to deliver excellent service

Training as an audit Officer within the Common Agricultural Policy visiting team and visiting large Companies such as Tate and Lyle to carry out detailed audits of their import and export accounts

Carrying out the role of temporary imports Officer within EC2, London, and visiting companies such as the Barbican to ensure all temporarily imported exhibits were correctly documented and sealed ready for export

Appointed intelligence divisional administration manager by senior management and took ownership for Divisional budgeting and forecasting, human resources and communications

WORK RELATED SECONDMENTS HM Customs & Excise/Project team tasked with reorganising South London & Thames HM Customs & Excise/Secretary to the National Civil Service sports club HM Customs & Excise/Intelligence surveillance team DWP/Implementation Manager In and Out of work scheme DWP/Jobcentre trainer and advisor quality assessor and mentor

EDUCATION & TRAINING2011-2011 – NVQ3 Advice and Guidance1986-1988 – BTEC national Diploma Caring Services1982-1986 - 7 GCE O Level passes (A-C) inc English and MathematicsINTERESTSInterior design, writing, reading.

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