Laina Dutton

38 Birch Close, Hay on Wye HR3 5TL

Mobile: 07753112368

I am a pro-active person who shows initiative, enthusiasm and determination with excellent communications skills. Together with a commitment to hard work, I am also a dedicated individual and team player.


University College Of Chester             Sept 2003- May 2005

Part-studied BSc Geography with Criminology.

Radyr Comprehensive School, Cardiff 1996-2003

3A-Levels: Geography (C), History (C), Theatre Studies (C)

1 As-Level: English Literature (B)

11 G.C.S.Es: 2 A’s, 6 Bs & 3 C’s

Work Experience

Barclays Bank November 2010- August 2016

Customer Relations Executive

I worked within the customer relations team in Barclays dealing with high level customer complaint. I provided exemplary complaint resolution and customer service ensuring a fair and consistent approach for customers and clients.  I had my own workload and have confidence under pressure with use of my good judgement and initiative to provide accurate and timely responses, dealing with customers and clients by letter, telephone and face to face.

I have also worked on the administrating team within the Financial Ombudsman Service Regulated Complaints Department, also known as the FRC. I undertook an administrative role, allocating and delegating responsibility to various areas of the business including Barclays Partner Finance and Barclaycard.

I personally put together Barclays Partner Finance allocation workload guide and I ensure that it is updated on a regular basis to meet the changing needs of customers, clients and the company. It has been here where I have challenged processes, highlighted issues that needed investigation and embraced change.
Produce written responses to customers that are grammatically and factually accurate, empathetic and clear.
Collate and record accurate complaint case data.
Analyse and determine the cause of more complex issues together with empathising and quelling customer anger and discern fact from supposition.
Plan and organise within my own workload ensuring I prioritise where necessary.
Support root cause analysis activity to identify complaints trends and contribute to mitigating the reputational and financial risk of complaints through timely and accurate recording of administrative information.
Contribute to regular reviews of admin processes in order to improve efficiency and support business requirements

Eversheds Solicitors LLP June 2008- July 2010

Legal Administrator/Trainee Secretary

Working within the Litigation department, I worked closely with over twenty solicitors working to meet deadlines, ensuring accuracy and a high standard of legal work within Client Service Level Agreements.

Sorting through invoices from our Clients, Claimants and Defendants.
Requesting payments by cheque and telegraphic transfers.
Communicating with agents, other solicitors and counsels by way of letter, telephone and via email.
Letter writing via dictation and copy typing.
Producing spreadsheets for data records.
Arranging travel bookings, telecons and conferences.
Prioritising high volume workloads.
Ordering the department’s stationary and distribution once received.
General faxing, photocopying, paginating and post duties.

Prior to my role in the litigation department I was working within the Mortgage Enforcement department dealing with repossessions for a number of clients. On a daily basis I spoke with our clients and various courts nationwide on the telephone to arrange court proceedings from issuing the claim through to repossession.

Collating documents, such as statement of accounts.
Producing standard letters and documents such as particulars of claim to file for a hearing date, witness statements, eviction notices.
Liaising with clients to what Court Order they wish to obtain.
Target driven, keeping within Key Performance Indicators, showing efficiency and quality in my work.

Principality Building Society April 2006- June 2008

Mortgage Associate

As a member in the mortgage Service Centre, I dealt with the customers, mortgage brokers and development managers on the telephone. I was a trainee underwriter in the new residential mortgage process, from application to completion.

Assessing income and affordability
Analysing money laundering documents
Providing excellent customer service from analysing and understanding borrower’s and mortgage broker’s needs
Maintaining high levels of internal and external communication
Compiling statistical data for senior management
Planning, implementing, monitoring and reviewing new ideas

Howells, House Of Fraser Cardiff. 2000-2004

Sales Advisor

Numerical skills required for stock control
Solely in charge of a department twice a week
Promoting the store card to customer throughout the store
Providing excellent customer service and customer satisfaction in a busy environment
Confidence gained to deal with people from all walks of life.

Additional skills

Computer literacy in numerous programs, including Microsoft Word, Excel, outlook and the Internet

I have had the privilege of working for the charity “Homes for the Homeless”, based in New York City. It was here where I worked with children and adults of all ages and from all walks of life.

My main duty as a qualified lifeguard was to teach them how to swim. The majority of my pupils came from underprivileged backgrounds so it was vital that I showed them a mutual respect and to help guide them on a better more secure path of life. My time there was a life learning lesson of emotions and empathy and with hard work, dedication and desire you can always strive for better in life


Having played netball throughout my school and university years I have now started training with my local team and hope to, once again, play against other teams within the Cardiff district

I also enjoy keeping fit by swimming and attending the gym. During my school years I was a keen member of a drama group and enjoyed taking part in amateur productions as well as going to the theatre.


Mr Peter Boyack Meeks Gemma Reed

Financial Advisor` Solicitor

62 Sutton Road Eversheds LLP

Shrewsbury PO Box 473

Tel: 01743 364461 Cardiff             CF10 5BT