Physics STEM advisor at Glasgow International College

President of the university of the West of Scotland Physics and Astronomy society

customer relations specialist handling telephone complaints.Handling inbound phone calls for complaints, accessibility, Fraud and bereavement.Speaking to customers who are escalating their complaints and finding a resolution.Case management.Successfully contributing to team targets including TNPS, handling time and case resolution

I ran sewing workshops aimed at social inclusion and development. Tutored sewing at a number of social enterpriss and charities including the Imaginaruim, Concrete Garden and Somewhere to_

I tutored cello privately to individuals and groups

Managing a desk of over 150 hospitality temporary workersShift allocation and resource planningCandidate management. Recruiting new candidates- pre screening, compliance, interviews and referencesBusiness development- growing current business and gaining new businessContributing successfully to team financial targets for growth

● Listening to inbound and outbound calls and identifying all coaching and development needs,assessing the team leader’s evaluation of the call and measuring its alignment against our qualityframework to produce an alignment score.● Driving improvement in team leader alignment scores through effective feedback and coaching andhosting group alignment sessions on a monthly basis.● Peer to peer coaching using the GROW model and delivering EEC feedback.● Delivering detailed actionable insight based on operational KPIs and solutions to the operation andstakeholders on a monthly basis.● Identifying key coaching needs across departments and quickly implementing effective solutions.● Targeted project work based on operational needs.● Developing quality frameworks to meet specific department needs.● Developing and delivering workshops to drive improvement across the advisor population.

Proactively resolving technical customer issues, complaint handling, project work, leading change, technical coaching and development.

Outbound customer service and retentions. Calling customer who have recently cancelled their Sky account, resolving any issues, providing discounts and loyalty rewards and maximising revenue for Sky.As part of my role I also marked calls for quality and compliance. I excelled in this role, constantly exceeding targets and taking a great pride in customer care.

textile home accessory and gift designer/ maker. I ran my own business making high quality items by hand and selling them to local retailers and online.

Cashier, bakery, stock and post office