Louise Harriet Pugh

I have a current role within Welsh Water as an Administrator, below are some of the roles I am responsible for -

• Support the private leakage team to resolve customer side leakage / private leakage cases.

• Undertake administration tasks associated with the Private Leakage case management, from identification of the leak through the resolution (including through the legal process).

• Work with internal stakeholders to manage resources effectively and efficiently.

• Review the quality of information and release works orders in the SAP system associated with Private Leakage.

• Undertake customer engagement and management where required.

• Co-ordinate the Non household leakage tracker, and support in the engagement with non-household parties, i.e. local authorities, businesses, and housing associations.

• Provide procurement support to the team via the SRM process.

• Amend stage changes in SAP once authorized by a nominated colleague.

• Creating orders in SAP in certain circumstances (e.g. tough books down) to support leakage teams

• Daily / weekly Management of Outstanding work reports (TSOS, JPB, WSF, IDH)

• Undertaking any other duties as required to meet the needs of the business.

Who I work with?

Internal which include:

• Distribution Management team
• Water Demand Management team

• Water Engineering Management Team

• Retail Teams including OCC and BCC, Vulnerable customer team.

• Finance Team

• Procurement Team

External which include:

• R&M/Metering Contractors

• Leakage detection supply chain

• DCWW Customers

• Local Authority Highway Departments

• External stakeholders such as Local Authority or Housing Associations.

Some of my day to day tasks are-Administrative Support:

• Answering and directing phone calls

• Managing emails and correspondence.

• Scheduling meetings, appointments, and travel arrangements.

• Maintaining office supplies and ordering new stock.

• Handling mail and deliveries.

Data Entry, Record Keeping & Office Organisation

• Organising files, both physical and digital, ensuring they are accessible and up to date.

• Preparing reports, presentations, and other documents as needed.

• Ensuring the office environment is clean, organised , and functioning smoothly.

• Releasing work to the team every morning to ensure the work load is completed.

• Using Microsoft software and computer systems to pull and analyse data.

• Inputting and managing data in spreadsheets or databases.

• Ensuring that records are accurate and up-to-date.

• Data collection: Collect data from various sources and systems

• Data cleaning: Correct or remove inaccurate, incomplete, or duplicate data

• Data visualization: Create charts and graphs to present findings to stakeholders

• Report creation: Produce comprehensive reports for stakeholders

Customer Service & Financial Tasks:

• Addressing inquiries and providing assistance as needed.

• Managing invoices, processing expenses, and assisting with budget tracking.

Coordination, Communication & Project Assistance:

• Acting as a point of contact between departments or with external parties.

• Coordinating office activities, events, and meetings.

• Assisting with or managing smaller projects, such as organising office improvements, preparing for events, or coordinating team-building activities.

I worked as a Senior Property manager with Darlows since May 2021 until May 2024. As a Senior Property Manager in absence of my manager I fulfilled management roles to ensure business continuity. Below are some of my day to day roles:

• Oversaw property maintenance, working with various tradesmen to complete repairs.
• Coordinated with maintenance for required repairs.
• Resolved maintenance issues in line with relevant procedures.
• Gathered evidence of problem tenants for legal and insurance cases.
• Built positive relationships with tenants and clients to increase brand loyalty.
• Conducted routine inspections in line with proper procedures and within agreed timescales.
• Negotiated terms with tenants to achieve maximum client profit.
• Inspected rental properties before and after tenancies, appropriately handling bond payments.
• Managed multiple rental properties with outstanding planning and organisation.
• Dealt with letting issues and sought mutually-beneficial solutions for positive client and tenant satisfaction.
• Inspected properties regularly to verify good cleanliness standards and maintenance.
• Answered emergency enquiries, booking relevant contractors and recording incidents following best practice.
• Handled high volume calls to address customer inquiries and concerns.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

As a Maintenance Manager & Accounts Coordinator some of my daily responsibilities were:

• Manage the upkeep of all our managed properties including their landscapes and oversee a range of maintenance issues
• Reconciled all company accounts, including credit cards and expenses.
• Helped with preparation of management accounts and end-month duties.
• Verified items billed against items received, following up with vendors to reconcile variances.
• Kept up-to-date general ledger, balancing out transactions.
• Prioritised administrative tasks based on tight deadlines.
• Increased customer satisfaction by resolving issues.
• Built and carefully managed loyal, profitable client bases.
• Renewed contracts promptly to maintain high-value client bases.
• Used Microsoft Word and other software tools to create documents and clear communications.
• Managed over 50 calls per day.

As a beauty adviser I worked as part of a team to drive the business forward by beating sales targets and building genuine relationships with colleagues and customers alike. As part of my job I did make overs where I use my skill-set and passion for make-up to educate and empower customers through luxury personalised services to exceed expectations, as well as doing make overs on customer I work as part of a team to drive the business forward by beating sales targets, executing regular events and masterclasses to strengthen brand loyalty.

I dealt with a range of Reception management in a wide range of industries including:

• Legal Will writing services,
• Calling customers to chase the status of their will writing,
• Updating systems using computers day to day
• Admin work & letter writing,
• Making follow-up calls to clients,
• Taking accurate and detailed telephone messages and information from clients
• Collating paperwork for Estate packs and sending to customers within Service Level Agreement
• Case managing my own leads and workflow
• Logging correspondence and documents on our document management system
• Preparing deeds of renunciation
• General administration such as filing and photocopying, competent user of MS Word, Excel and Outlook.