Andi Pascale Email & Phone Number

United Kingdom

Birmingham, Gb

Birmingham, United Kingdom

Key responsibilities:Event Production and Management: Oversee the execution of live music events, ensuring seamless operations and a high-quality experience for artists, audiences, and hosts.Community Engagement: Act as a local ambassador for Sofar Sounds, fostering connections within the local music community and liaising with artists, venues, and partners.Event Operations: Serve as the main point of contact for event logistics, managing day-of operations, including supplies and technical equipment.Team Coordination: Work closely with the regional and local teams, coordinating efforts to support the growth and innovation of Sofar events in Birmingham.Venue and Artist Scouting: Identify and recommend potential venues, artists, and collaborators that align with Sofar's values of diversity, inclusion, and representation.Quality Assurance: Ensure the safety and quality of each event, addressing any issues promptly and maintaining high standards across all aspects of the experience.Local Market Expertise: Stay informed about the local music scene, providing insights and recommendations to enhance Sofar's presence and impact in Birmingham.Event Hosting: Develop and host local events, bringing together the Sofar community and creating memorable, intimate music experiences.

Birmingham, England, United Kingdom

Key Responsibilities:Menu Development: Collaborate with Menu Implementation Managers and the Marketing Team to gather requirements and build accurate digital menus using iOrder for various products.Data Handling: Collect and organize necessary information into Excel spreadsheets for efficient input into iOrder, ensuring alignment with Point of Sale systems for smooth operations.Quality Assurance: Conduct thorough testing of constructed menus, coordinating with external organizations to ensure the entire customer journey is functioning correctly.Stakeholder Communication: Maintain effective communication with internal and external stakeholders to support the ongoing maintenance of digital menus and respond to issues logged through the service portal.Data Validation: Focus on data quality management, ensuring that menu events, POS updates, and digital platform releases are timely and accurate, with minimal disruption.Issue Resolution: Investigate complex issues with external integration partners and provide expert support to enhance the overall functionality of our systems.System Efficiency: Work closely with the Business Change Department to ensure optimal system performance that aligns with brand booking and development goals.Performance Analysis: Oversee testing of all releases prior to production and perform data analysis for the Data Management team and other external teams.User Experience Focus: Emphasize user experience in all digital menu builds and maintain a Frontline focus during menu activities, ensuring high-quality customer interactions.Best Practice Advocacy: Act as a best practice advisor on digital menu setup queries and actively seek opportunities for process improvements.Retail Management: Manage the maintenance of retail items, guest-facing information within digital menus, and configure key menu data across systems such as Zonal Events, iOrder, STEP, Vantage Point, and Aztec.

Birmingham, England, United Kingdom

As a dedicated Second Line Service Desk Analyst, I was responsible for delivering exceptional customer service and technical support to both Retail and Corporate users. I managed incidents that could not be resolved at the first line of support and took ownership of all third-party and vendor support queues. My role involved collaborating with various teams and stakeholders to enhance systems and processes, demonstrating my innovative and proactive approach to IT support.Key Responsibilities:Technical Troubleshooting: Diagnosed and resolved hardware and software issues across all supported devices and equipment.SLA and KPI Adherence: Worked diligently to meet defined SLAs and KPIs, ensuring both the Service Desk's and end-users' needs were effectively met.Upskilling and Automation: Actively participated in upskilling initiatives to enhance my knowledge and that of my team, while also automating tasks wherever feasible to increase efficiency.Infrastructure Issue Resolution: Expertly diagnosed and resolved technical and infrastructure issues.Escalation Point: Served as an escalation point for first-line team members, providing advanced support and guidance to facilitate issue resolution.Stakeholder and Supplier Liaison: Effectively liaised with internal stakeholders and third-party suppliers to address issues and improve service delivery.User Support: Provided comprehensive support to Retail and Corporate users through various channels, including telephone, email, self-service, IM, Live Chat, and more.ServiceNow Management: Utilized ServiceNow for tracking and managing incidents, ensuring accurate documentation and resolution by updating call scripting as necessary.Project Participation: Undertook various ad-hoc projects as required by the Service Desk Manager, contributing to continuous improvement initiatives within the team.

Birmingham, England, United Kingdom

As a Front Line Service Desk Analyst, I excelled in delivering exceptional customer service while efficiently managing and resolving technical issues. My role involved adhering to MAB best practices for front-line call handling, ensuring that each interaction was recorded with clarity and precision. With a focus on quality and accuracy, I logged calls from corporate users and retail outlets following detailed call scripts and escalated issues appropriately when necessary.Key Responsibilities:Front Line Call Handling: Expertly managing inbound calls, adhering to established quality criteria, and providing clear and concise call comments.Accurate Call Logging: Recording calls from corporate and retail users with precision, following predefined scripts.Effective Escalation: Escalating calls through agreed procedures to the relevant contacts, including handling incorrect call subjects and scripting issues.Customer Interaction: Skilfully managing difficult customers, addressing their concerns, and ensuring customer satisfaction.Ownership: Taking responsibility for calls and seeing them through to completion whenever possible.Problem-Solving: Identifying shift-impacting problems and recommending effective solutions.Backline Management: Investigating and managing backline calls to ensure thorough resolution.

Birmingham, England, United Kingdom

Key responsibilities:Accommodation Services: Provided support as part of the Accommodation Core Team for the Commonwealth Games 2022, assisting over 1,600 athletes from 54 countries.Student Onboarding: Served on the Welcoming Support Complaints Escalation Team during the September arrival of over 3,500 new students, addressing and resolving issues effectively.Customer Support: Delivered excellent customer service to students, staff, and visitors, handling inquiries and complaints via telephone, email, and in-person.Issue Resolution: Investigated and resolved accommodation and campus-related issues promptly, ensuring a smooth and satisfactory experience for all parties involved.Communication: Maintained clear and effective communication with internal departments and external partners to facilitate resolution of complex issues.Process Improvement: Identified areas for improvement within the customer service process and recommended changes to enhance efficiency and service quality.Documentation: Accurately logged and tracked service requests and resolutions, ensuring all interactions were recorded for future reference and analysis.Team Collaboration: Worked closely with other team members and departments to ensure a cohesive approach to service delivery and problem-solving.Event Support: Assisted with the planning and execution of events related to student accommodation and campus life, ensuring successful outcomes and positive experiences for participants.

United Kingdom

Key ResponsibilitiesTechnology Integration: Supporting the adoption of digital systems, such as inventory trackers or ordering platforms, to enhance operations.Problem Solving: Addressing kitchen challenges, such as equipment issues or ingredient shortages, to uphold service standards.Menu Development: Collaborating with teams to create and update menus, ensuring alignment with brand standards and seasonal ingredients.Compliance and Quality Assurance: Ensuring adherence to food safety, health, and hygiene standards, meeting internal policies and regulations.

Key responsibilities:Project Coordination: Supported the management and coordination of grant projects, ensuring timely and efficient delivery.Stakeholder Engagement: Liaised with internal and external stakeholders to maintain effective communication and collaboration throughout project lifecycles.Data Management: Oversaw the collection, analysis, and reporting of project data, ensuring accuracy and compliance with grant requirements.Administrative Support: Provided comprehensive administrative support, including scheduling meetings, preparing documentation, and maintaining project records.Financial Oversight: Assisted in monitoring project budgets, tracking expenses, and ensuring financial compliance with grant guidelines.Risk Management: Identified potential risks and issues, implementing mitigation strategies to ensure project success.Quality Assurance: Ensured that all project deliverables met quality standards and adhered to client specifications.Process Improvement: Contributed to the development and implementation of process improvements to enhance project efficiency and effectiveness.Training and Development: Supported the training and development of project team members, fostering a collaborative and knowledgeable work environment.Report Generation: Prepared regular progress reports and presentations for stakeholders, highlighting key achievements and areas for improvement.

Ghana

Challenges Worldwide exists to unlock the potential of markets, making them more inclusive and efficient. Since starting operations in 1999, we have built up a stable of services that we deliver directly to and through our partners. On my voluntarily Challenges Worldwide ICS placement, in Ghana, I collaboratively worked with my Ghanian counterpart in an SME (Small/Medium Enterprise) over a period of three months to build the capacity of a local business with high growth potential by offering business support. From this placement, I gained the following experience:Received training in Professional Consultancy from Challenges Worldwide, accredited by the Chartered Management InstituteFinancial management of a business with an annual turnover of over £10 000Knowledge of staff management strategies Flexibility and adaptability in a multicultural settingInterpersonal skills and awareness of others’ needsFacilitation of a business’ development by implementing financial management systems and a marketing strategy Managed resources to create an event that offered young talents/ entrepreneurs a launching platform to showcase their work Met and went beyond set fund-raising target by organising various events such as charity walks, themed dinners, fun fairs, food sales.

Birmingham, United Kingdom

Managed the relationship between NCS The Challenge and the residential accommodation site, Aston University, ensuring strong lines of communication were maintained throughout the summer delivery period.Management of accommodation allocations and bed spaces of a large and varied portfolio of student and staff residences.Ran induction and briefing sessions for each new cohort of young people and seasonal staff as they arrive at the accommodation venue, including fire & personal safety, food hygiene and behaviour, and also created visual schedules for up to 10 staff and 84 young people.Ran and monitored risk-assessments for the site, including room inspections, and reported any damage, breakages and/or losses in a timely manner.Ordered and distributed food for all staff/young people, monitoring stocks and making additionalpurchases where necessary.Ensured the overall smooth runnning of the programme, including liaison with First Transport & taxi providers.Received First Aid and Food Hygiene and Safety training.

Accommodation Team

Represented the University at a variety of on and off-campus activities (open days, campus tours, meetings)Committed to live on campus accommodation and be the first contact person in accommodation issues for 194 campus residents.Organised, promoted and supervised various events around the campus in order to enhance student’s experience while living on campus.Liaised with various university departments (Security, Disability, Mental Health, Sustainability) in order to resolve the concerns of students.

Crop Protection Team In The National Pollen And Aerobiology Research Unit

Developed valuable skills in administration, organisation, research and project management.Succeeded to gain experience in a wide range of laboratory techniques including quantitative polymerase chain reaction (qPCR), soil textural analysis, DNA extraction and clean up from soils.Gathered information from growers questionnaires relating to the history of planting, occurrence of disease and economic benefit with their tested fields.Contributed to the creation a compilation of database comprising of soil spore levels and grower informationPerformed qualitative analysis and assessment of data collected

Delivered healthy and adequate nutrition presentations by simplifying research to a basic level of understanding for the elderly public presented to. Assessed diets of clients in order to find out if they are reaching the minimum daily nutritional requirements according to their age group (using McCance and Widdowson's The Composition of Foods data set; NetWISP and Foodbase Software).Successfully and professionally dealt with clients queries related to allergens and nutritional content of dishes served.

The Complete Prompt Engineering

Course Content: Introduction to Prompt Engineering and its importance Working with AI tools such as ChatGPT, GPT-4, Midjourney, GitHub.

Human Nutrition

Activities and Societies: Biology Society, Residential Ambassador, Olfactory Sensory Panelist, Academic Quality Unit