Experience

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  Starbucks

  Apr 2016 - Apr 2022

  Shift supervisor

  - Anticipating customer and store needs by evaluating surroundings and confidently communicating with peers- Assisting with new starter training- Leading and guiding a team of baristas to achieve mutual goals- Providing exceptional customer service and dealing with a myriad of different customer types- Recognising KPI’s and working towards reaching targets through the use of incentives and team-led activities- Cash management- Working in a fast-paced environment- Dealing with customer queries and complaints Show less

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  Leicester cathedral

  Nov 2018 - Jan 2019

  Market research assistant

  Customer behaviour was analysed as part of a project in order to conclude how Leicester Cathedral could be promoted more as a tourist destination and religious institution. Active research was conducted in the form of an online questionnaire - the results were analysed and put forward to a panel at a presentation.

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  University of leicester

  Apr 2022 - Apr 2024

  - Line managing a team of Event Co-ordinators Help Desk Operators- Ensuring optimal service delivery through efficient and effective planning, prioritisation and allocation of staff and physical resources- Providing initial and continuous training to new members of staff within the conferencing department- Monitoring data and assessing standards achieved by assessing customer satisfaction levels, audit processes and informal inspections aiming to resolve problems and take action to continuously improve service- Improving business processes to enable increased efficiency of our team- Project manager of several residential events happening across campus - Directing implementation of SOP’s for the University of Leicester’s 123 bedroom hotel and conference centre - Assisting with development of Leicester Conferences’ marketing strategy and rebrand Show less - Co-ordinating multiple conferencing/residential events at one time- Providing accurate quotes to internal and external clients, raising invoices, and obtaining purchase orders- Building event contracts for signature- Liaising with other stakeholders such as catering, AV support and housekeeping to ensure the smooth-running of our events- Utilising cross-campus venues to maximise event space usage- Generating income through utilising University-managed accommodation - as part of both residential bookings and academic guest accommodation bookings- Using specialist software such as Kx Conferencing, Kx Residential and RoomService- Delivering excellent customer service from the point of enquiry to the post-event reflection stage.- Assisting in other areas (reception, AV support) to maintain high-quality service and provision for all conference guests- Booking, managing and taking payment for hotel bookings at the Universities dedicated hotel, College Court- Managing our delegate registration platform, Shop@le Show less

  • Duty Manager (Conferences and Events)

    Dec 2022 - Apr 2024

  • Events and Catering Co-ordinator

    Apr 2022 - Dec 2022
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  The university of manchester conferences and venues

  Apr 2024 - now

  Campus events manager

  - Lead the delivery of Conferences & Venues (C&V) services across university teaching spaces and cultural institutes, including the Manchester Museum and Whitworth Art Gallery.- Ensure all campus events comply with health and safety regulations, risk assessments, and university policies, maintaining a safe and professional environment for attendees and staff.- Oversee the business continuity of the university’s residential campuses during student vacation periods, optimising venue usage for commercial events.- Manage a team comprising 2 Senior Events Coordinators, 2 Events Coordinators, and a pool of student casual staff, providing leadership, guidance, and development opportunities.- Reporting to/deputising for the Head of Conferencing, Venues and Hospitality - Collaborate with internal teams—including hospitality, media services, and marketing—to enhance service delivery and exceed expectations for all commercial clients.- Work closely with clients and the C&V Sales team to maximise venue utilisation, identify upselling opportunities, and elevate the client and delegate experience.- Develop and implement delegate registration services tailored to the needs of internal clients, streamlining processes and improving operational efficiency. Show less