Liz Collins, BA (Hons)

Experience

• 

  McDonald's

  Aug 2012 - Oct 2019

  - Supervised and organised the operations of the store; driving operational excellence.- Coordinated and assessed the manager’s training.- Maintained a high standard of quality and service within the store.- Ensured that operational and financial targets are achieved.- Completed management and employee schedules.- Monitored customer experience trends and used data to improve customer experience.- Organised weekly manager meetings to communicate upcoming events and delegate any required tasks that needed to be completed. Show less - Organised the monthly manager schedule and completed the weekly crew schedule.- Trained and assessed a team of 12 managers to the highest standard.- Reviewed the quality of training given to over 80 employees.- Monitored labour expenditure including setting and achieving targets.- Completed the P&L Sheet, checked customer satisfaction levels, handled recruitment when necessary, communicated and solved issues with the management team, and maintained high-quality customer service. Show less

  • Store Manager

    Apr 2019 - Oct 2019

  • Assistant Store Manager

    Oct 2017 - Apr 2019

  • Shift Manager

    Oct 2014 - Oct 2017

  • Crew Member

    Aug 2012 - Oct 2014
• 

  Protect Line

  Oct 2019 - Feb 2020

  Customer Protection Executive

  - Ensured that all the customer’s needs are met by the life insurance policy they take out, whether that includes funeral costs covered or ensuring there is enough money for financial support for their partner or children in case anything happens. - Carried out proper KYC (Know Your Customer) per customer and built a rapport with the customer throughout the call.- Ensured details provided by customers both on the enquiry and application form for their life insurance policy are accurate, this includes the customer’s legal and personal information.- Ensured client’s kept to their appointment schedules by constantly reminding them before meeting dates. Show less

• 

  Active Care Group

  Mar 2020 - May 2021

  - Set up the client’s care package and file.- Ensure the care manager has updated the care plan, proof-read it, and ensured that it reflects the client’s reality.- Set up a routine for the client that works best for them, taking into account their personal preferences, medication schedule, social life, family life, equipment available to them, and the access they have to their home and other places they regularly visit.- Record all new equipment information and when they need to be serviced or changed- Monitor stock level regularly.- Ensure the client’s mental health and emotional wellbeing is balanced.- Communicate with the care manager to ensure that both the client and the company are updated regularly.- Ensure the client has a smooth experience when going home from the hospital during the pandemic. Show less

  • Rapid Response Personal Assistant

    Aug 2020 - May 2021

  • Personal Assistant - Live in Care

    Mar 2020 - Aug 2020
• 

  Everbridge

  May 2021 - Sept 2022

  International Operations Responder (Anvil Group)

  - Handle stressful situations while staying calm during reported emergency incidents- Operate within a fast moving environment and adapt to ever changing operational requirements- Coordinate and prioritise tasks with little guidance and within competing timelines in a fast moving environment and adapt to changing operational requirements- Initial response to client situations across the globe following dedicated standard operational procedures- Case management of medical and security assistance calls in line with individual client requirements- Notify and collaborate with client stakeholders on traveller assistance cases and management of the process- Manage the Interactive Communications Platforms launch during managed cases- Be familiar with our clients and their specific day to day needs as well as their emergency procedure requirements- Administer and maintain data using a range of specialist software and internal security software- Ensure daily operational communications are conducted to standard- Maintain and deliver agreed Key Performance Indicators (KPIs) to achieve business objectives and ensure defined Service Level Agreements (SLAs) are met- Effectively manage all aspects of the case lifecycle, including case notification, verification, authorisation, task reassignment/case handover and case closure- React accordingly to the customers situation and their needs to deliver superior customer service, this may include using empathy, handling crisis or grief, liaising with relatives and providers, taking ownership and responsibility of situations and problems- Review and develop existing process and procedures in line with client requirements- Contribute to regular team meetings, and provide support or guidance to peers- Ensure effective handover and/or feedback to deliver 24/7 coverage- Escalate issues, risks, ideas/suggestions to the line manager as needed to ensure business effectiveness and processes continue to be fit for purpose Show less

• 

  Loop1

  Sept 2022 - now

  • Junior Project Manager

    Feb 2024 - now

  • Project Support Officer

    Sept 2022 - Feb 2024