1. Helen Routledge CV
1
HELEN ROUTLEDGE
Mobile : 07577657999 Email : Helen.routledge@talktalk.net
I am confident and highly self-motivated, with strong interpersonal skills, who works
well under pressure and enjoys new challenges. I have experience of running and
setting up a team of advisors, where I provided coaching and training, within a busy
customer service department. Good PC knowledge, sympathetic and effective
telephone manner with excellent organisational and people skills.
UNIVERSAL ENGINEERING LTD – WEYMOUTH
(May 2013 – Reason for leaving : Redundancy Aug 2015)
SALES CO-ORDINATOR
 First point of customer contact for all sales/enquiries/order queries
 Carry out contract review/customer order entry
 Progress orders for all customers – liaise with production/planning/customer
 Customer Business Reviews
 Order book reviews with key customers
 Log and update quote register
 Assist with exhibitions – organise stands and trailers
 Marketing material/leaflets/flyers
 Procure pricing for Electrical Division quotations
 Admin support for Sales and Marketing Director
NATIONWIDE BUILDING SOCIETY - BRIDPORT
(Dec 2012 - Apr 2013)
CUSTOMER SERVICE REPRESENTATIVE
 Face to face contact with customers - dealing with all financial transactions:
paying in, paying out, complicated enquiries, and transferring funds between
accounts.
 Ensuring all compliance is up to date
 PRIDE/Viewpoint champion for Bridport branch - promoting and rewarding
excellent customer service
 Communicating with Head Office and customers via email, telephone and
letter.
 Ensuring no till differences.
 Promoting Nationwide products
WEYMOUTH ADULT LEARNING CENTRE (through CMC Recruitment - Temporary
position - short term contract)
(4 Oct - Dec 2012)
 Co-ordinating adult learning courses for the Dorset area

2. Helen Routledge CV
2
BANK OF NEW YORK, SWINDON (through Jackie Kerr Recruitment - temporary
position as moving to Dorset)
(23 Jul 2012 - 29 Aug 2012)
UK DEALING ADMINISTRATOR
 Processing requests to sell and buy shares and corresponding with Agents.
RCL CONNECTORS AND CABLES, SWINDON
(5 Mar 2012 - 21 Jul 2012) (Reason for leaving - relocating to Dorset so moved to a
temporary role as move date was uncertain).
ADMIN AND SALES MANAGER
 Main contact for all customers and suppliers.
 Compile quotations and enter orders using SAGE.
 Update SAGE with invoices and credit notes.
 Credit control/accounts payable
 Deal with delivery issues and day to day queries.
 Host regular meetings with suppliers, to review quotations and future
business.
 Build strong relationships with customers and suppliers through telephone,
email and face to face meetings.
 Collate marketing information for business development.
KEMBREY WIRING SYSTEMS
(Nov 2010 - Mar 2012)
CLIENT SUPPORT
 Maintain professional rapport with account customers, attending and hosting
business reviews when on company site.
 Account Manager for Rolls Royce (£5million account), GKN Aerospace, Flight
Refuelling, GE Hamble, Pattonair and Ultra Electronics.
 Process customer enquiries and liaise with other departments to compile
quotations.
 Contract review orders/amendments and enter onto in house system.
 Process customer return's paperwork, liaising with quality and finance
departments.
 Host regular internal meetings.
 Set up and maintain Excel data sheets.
 Download and reply to Rolls Royce Exostar system (order book).
 Deal with complaints and returns.
 Update reports for monthly management meetings.
 Attend monthly business reviews at customer Site.

3. Helen Routledge CV
3
NATIONWIDE BUILDING SOCIETY
(Mar 2003 – Nov 2010)
Special Investigations Department – FRAUD ANALYST/TRAINER
(Oct 2006 – Nov 2010)
 Promoted in October 2006 from Customer Advisor, to Fraud Analyst within the
Card team, in Special Investigations. This role involved detecting fraud using in-
house systems, setting up cases, contacting customers and training new starters.
 2007 - Moved to internet fraud team - detecting fraud on the nationwide
internet system.
 May 2009 moved back to CCT (Customer Contact Team) detecting online fraud
requires analytical attention to detail and knowledge of fraud trends. The role
included, detecting fraud, setting up cases, organising financials, stopping cards
and accounts, dealing with fraudsters and the genuine customers.
 May 2010 working within the Transaction Monitoring Team, which involves
detecting fraud on an in house system, blocking and unblocking cards. Dealing
with customers by phone when their card has been blocked on the Verified Visa
System
 Both roles require self management and motivation, with an attention for detail,
and insuring that all the work is covered and compliance is up to date.
ASDA – George Department
(Nov 2002 – Mar 2003)
Part Time Sales Assistant
TYCO ELECTRONICS LTD (formerly Raychem Ltd)
Trainer and Sales Co-ordinator
(Jan 1994 – Oct 2002)
NATIONAL SEMICONDUCTOR (UK) LIMITED
July 1990 – Nov 1993
Internal Sales Administrator
(Nov 1991 – Nov 1993)
PA/Secretary to Business Centre Manager
(July 1990 – Nov 1991)
KODE COMPUTERS LIMITED
(Feb 1989 – July 1990)
PA to the Directors
(Jan 1990 – July 1990)
Material Controls Project Administrator
(Feb 1989 – Jan 1990)
SHORROCK SECURITY SYSTEMS (formerly Ecolarm)
(June 1987 – Feb 1989)
Secretary to the Branch Manager

4. Helen Routledge CV
4
ALLIED DUNBAR PLC
(May 1985 – May 1987)
Secretarial Assistant to the Departmental Manager
ECOLARM LIMITED
(Oct 1980 – April 1985)
Reception/Administrator/Payroll
Education and Training
1980 Prospect Commercial College, Swindon.
Pitman: Intermediate and Advanced Typewriting.
RSA: Typewriting II and III.
1976 – 1980 Hreod Burna School, Swindon
RSA: Office Practice, Typewriting I
6 x O Level/CSE’s
CEE: Communications
Courses Attended:
Negotiation Training (National Semiconductor - 1992)
Wilson Learning (Sales Training - 1993)
Presentation skills (1993)
ISA Workshop (1993)
Train the Trainer (Tyco - 1998)
Lloyds Auditing ISO9000 (1998)
Train the Trainer (Nationwide - 2005)
Sales through Service 2 (Nationwide - 2005)
Career Level 1 (Nationwide - 2006)
Business Course, Bath University (self-funded) (2006/2007)
Visa Course (Nationwide - 2009)
NVQ level 2 in Beauty – Helen McGuinness Training Centre, Winchester (self-funded)
(2008 – 2012)
Impact and Presentation Skills Course (UE – May 2015)
Interests:
I enjoy going to the Body Workout and Zumba twice a week and regularly go to the
cinema.
Additional Experience:
Butlins Redcoat – Southcoast World, Bognor Regis
(During my Christmas/New Year’s leave from National Semiconductor 1990 – 1991)
Details:
Driving Licence: Full, Clean driving licence
Health: Excellent