Catherine Lock Email & Phone Number

Manchester Area, United Kingdom

I handled and resolved customer queries from students, teachers, exam officers, and examiners over the phone and via email in a timely manner. I provided accurate information about exam administration, procedures, and results while promptly addressing any issues or further queries. I engaged with customers in a friendly, knowledgeable, and empathetic manner and received excellent customer feedback via surveys. I collaborated with the training team, offering examples of my work to help improve customer service development and training. Additionally, I kept accurate and detailed records of customer interactions on CRM software and worked with other departments to address complex issues. I was given further responsibilities and helped assist with verifying education administrators to allow them access to sensitive data. This involved communicating directly with head teachers/principals and verifying identification information following a strict process to ensure the security and integrity of AQA exams. It also included identifying incomplete or incorrect data, and confidently communicating via email, using my daily/weekly diary to arrange phone call bookings.

London, England, United Kingdom

planned and delivered English language lessons for two groups of 5-10 beginner and intermediate students using Pearson Speak Out textbooks. I collaborated with colleagues to develop teaching strategies, meet language and skill objectives, and evaluate student progress. I designed and developed innovative teaching and learning resources to motivate and engage students in topics. Additionally, I provided a safe and inclusive classroom, ensuring to support learners in achieving their goals.

Manchester Area, United Kingdom

I assisted with delivering teaching and learning activities to groups of 8-25 pupils aged 6-16 from diverse cultural and social backgrounds. Many children came from families where English was spoken as a second or additional language, and they required further support. I gained experience working with pupils with special educational needs and mental health difficulties and supported them throughout their learning journey to achieve their goals. I collaborated with teachers to prepare effective learning activities and create a positive and inclusive learning environment committed to safeguarding all pupils. I developed positive, professional relationships with students through effective communication, monitoring, and classroom management. I further supported teachers with administrative tasks, provided feedback on learners' progress and achievements, and updated pupil records.

Manchester Area, United Kingdom

During the post-exam results period, I supported students, exam officers, teachers, and examiners in a friendly and confident manner via phone. I provided accurate information regarding AQA’s post-results services and resolved complex customer queries. This included collaborating with other departments to provide further information when necessary. I utilised CRM software and other computer systems to ensure accuracy of information.

Manchester Area, United Kingdom

During my time at university, I taught NVQ Level 1 vocational subjects to a diverse range of learners. This took place within a Community Interest Company (C.I.C), where I worked with students who had various social, emotional, and mental health needs, including those who were disengaged and vulnerable. I developed teaching sessions, created different learning materials, and used an adaptable teaching approach to accommodate the students' requirements and promote engagement with the lesson content. Additionally, I supported students in achieving their objectives and improving their skills. I also assisted learners in enrichment activities such as arts and crafts, cooking, and field trips.

Manchester Area, United Kingdom

This teaching experience was a part of the PGCE university course, however the college also employed me as a member of staff. During my full-time studies, I worked as a vocational subject tutor at a teaching placement. I taught and provided support to three tutor groups, each consisting of 6-12 learners. I planned, prepared, and delivered lessons using virtual learning environments (VLEs) and MS Teams to create a blended teaching and learning approach. I also developed online learning resources specifically tailored to meet the needs of the students, and I incorporated English Language and Numeracy into all sessions. Additionally, I assessed students' assignments and provided written and verbal feedback to help them improve their subject knowledge and understanding. Alongside this, I managed the tutor groups by establishing strong relationships with students and offering pastoral care and academic support. I independently managed and organized all teaching administration, including maintaining registers, records of learning, and individual learning plans, alongside teaching hours.

Manchester Area, United Kingdom

Main duties, responsibilities & major achievementsIn my role as Head Therapist, I assisted the manager in overseeing the daily operations of the beauty clinic whilst building strong professional relationships with a loyal customer base. Responsibilities included supervising colleagues and training new staff members, ensuring high standards of treatment and customer service, and providing mentorship to the team. I was responsible for managing two appointment diaries using different computer systems for booking appointments and communicating with customers over the phone. Additionally, I upheld housekeeping and health and safety standards while offering a variety of face and body treatments, including Level 4 laser and light treatments. I ensured all customers received excellent customer service within a fast-paced environment, maintaining a flexible approach to accommodate last-minute changes.

Manchester Area, United Kingdom

I provided a variety of face and body treatments as a self-employed beauty therapist. I worked independently and was self-motivated to increase bookings with existing customers while also marketing my services to potential customers through social media and referral schemes. I handled administrative duties such as organising and ordering stock, ensuring compliance with health and safety legislation, and maintaining client records in accordance with GDPR regulations.

Manchester Area, United Kingdom

My responsibilities included opening and closing the business and booking and managing a full diary of client appointments while providing laser hair reduction treatments. I educated clients on treatments and retail products and managed expectations to ensure customer satisfaction. I promoted the clinic’s services and met sales targets by encouraging rebooking and cross-selling treatments. I maintained housekeeping and health safety procedures whilst ensuring the organisation and storage of client records in compliance with GDPR legislation.Reason for leaving

Manchester Area, United Kingdom

As Senior Therapist, I supported the Spa Manager by motivating and educating a team of 6 spa therapists. I trained and mentored the team, ensuring customer service, treatment standards, and company policies were adhered to. I maintained administrative duties including stock taking, and booking diary management whilst also leading by example and providing excellent spa treatments and services to clients.

Manchester Area, United Kingdom

I provided a variety of professional face and body treatments, including Elemis and Payot treatments. I promoted retail products and spa memberships while educating clients on health and wellness and ensuring customer satisfaction. I assisted the Head Therapist and helped organise and provide training to fellow therapists and junior members of staff. I maintained detailed client records and built a strong rapport with regular customers. As part of a team of 20+ members, I was awarded 'Best Team Player' as voted by my peers, managers, and directors.

Manchester Area, United Kingdom

I provided Clarins face and body treatments while using strong interpersonal communication to build a loyal customer base. I educated clients on skincare, met retail and treatment sales targets, and ensured customer satisfaction by delivering exceptional customer service at Selfridges & Co. I promoted spa services to retail customers and took part in Clarins and Selfridges' seasonal and promotional events. I maintained client records and ensured spa facilities were clean while adhering to Clarins' policies and procedures.

Celta, Cambridge English Level 5 Certificate In Teaching English To Speakers Of Other Languages, Pass

Certificate Of Education, Further Education, Distinction

Nvq Level 3, Complementary Therapies

Nvq Level 3, Beauty Therapy

Nvq Level 2, Beauty Therapy

Gcse, 9 A- C Including English, Maths And Ict