Experience

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  Jd wetherspoon

  May 2008 - Sept 2008

  Bar associate

  I worked both on the bar and the restaurant at the airside and landside bars within Edinburgh International Airport, serving a high volume of customers (200-300 per day) myself within a group of several other bar associates.

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  The royal ettrick hotel

  May 2009 - Jul 2011

  Barman

  Served a range of food and beverages to customers of the hotel and patrons of the bar, as well as occasional food preparation and cleaning duties. I worked both generally around the bar and restaurant as well as handling functions, often completely unsupervised meaning that I had to take responsibility for myself and others within the staff.

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  Lycee college frederic mistral

  Sept 2009 - May 2010

  Teaching assistant

  I spent a school year living abroad in France, working as a teaching assistant with children from the ages of 11 to 20 teaching English as a foreign language. I worked alongside other more senior teachers as well as taking classes of various sizes by myself. I was expected to plan lessons and come up with ways to encourage the children to take part in the lessons as well as offering tutoring to some individuals. Towards the end of the school year, I was expected to help the children prepare for their exams, some of whom would be going to university afterwards and some of whom were making the jump from junior school to senior school. Show less

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  Lloyds banking group

  Jun 2011 - Jun 2012

  Telephone banking consultant

  First point of contact for Lloyds Banking Group. Main responsibilities include: identifying sales opportunities, providing customer support and advising on products and services as well as providing information and advice on banking in general. I work both as part of a team and as an individual within that team and am targeted on both to a high degree. I answer to a team leader but have also had spells without one where I have been responsible for myself and others.

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  Engie – uk & ireland

  Jul 2012 - Apr 2018

  I managed a 24 hour contact centre on the company’s largest site in Scotland, responsible for raising service requests from a variety of different inbound sources as well as dispatching to both soft services and technical staff. I was promoted to supervisor and eventually led the team myself, reporting directly into the Regional Director.Responsibilities:• On-Call senior manager for site out-of-hours escalation in case of major incidents or service delivery issues.• Monitoring of Soft and Hard services teams to ensure SLAs are met and consistently high service levels are maintained.• Key contact for all service delivery issues raised by our client.• Staff performance management, including one-to-one reviews and appraisals, disciplinary meetings/hearings, regular reviews and annual appraisals.• Rota planning and rostering, approving and planning all staff annual leave.• Daily operational planning meetings with internal staff and clients, including but not limited to control of contractors and daily workflow planning and organisation.• Recruitment of new staff members including interviews.• Induction and training of all staff including systems, call handling, customer service and health and safety. Show less My role involved speaking to the client and logging their requests, ensuring that jobs are then dispatched, swiftly dealt with and resolved within strict timescales. I was expected to use a high level of initiative and organisation in my role, operating without a team leader. My key duties were:▪ Logging and dispatching customer requests within strict timescales. Working in conjunction with soft and hard services personnel as well as sub-contractor companies to make sure client needs are met.▪ Completing paperwork assignments on a daily basis, such as assigning labour, logging jobs in conjunction with audits carried out and completing follow-on works from planned maintenance.▪ Training new and current team members on systems and procedures used within the department, ensuring business compliance needs are met.▪ Working closely with fellow team members to monitor and re-prioritise workflows and deploy resourc Show less

  • Business Support Supervisor

    Mar 2015 - Apr 2018

  • Service Desk Coordinator

    Jul 2012 - Mar 2015
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  Future proof learning

  Apr 2018 - Oct 2019

  Consultant
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  Future proof learning ltd

  Oct 2019 - now

  • Director

    Nov 2021 - now

  • Associate Director

    Dec 2020 - Nov 2021

  • Senior Consultant

    Oct 2019 - Dec 2020