In December 2017, I started a bespoke wedding and occasion cake business based in Cardiff. I won multiple awards for wedding cake designer of the year for the South Wales and West Region. I acquired multiple skills that I would not have learned working for someone else. it was a valuable working experience.

Lead and deliver group strategic initiatives in the Consumer Finance, Credit Cards business area. This includes:-* Managing the delivery of credit card offers through email channels.* Project sponsor for mobile optimisation of our desktop credit cards site.* Monthly campaigns for balance transfers and money transfers offers. * Ensuring reasonable lending is communicated to our customers. * Delivery of ROI against yearly targets for balance transfers.

Manage print and production of c90 contractual and mandatory items for Home Insurance, including multiple projects as part of one big release 4 times a year. I manage relationships with the print house, fulfilment site and internal stakeholders. • I manage the allocated budget for the Literature team, looking for ways to save cost and utilise spend much more productively. • Lead the delivery teams with guidance of specification of their documents and communicate requirements from the fulfilment site. This includes solving print issues throughout testing and also once implemented.• Manage the end to end process of keeping the fulfilment site stocked to meet service level agreements as well as improving the relationships in this process.

I managed the customer communications to existing customers who were impacted by an incident within the business. I improved existing customer experiences by putting forward concepts to improve our communications.• Lead and organised incident meetings with vital stakeholders to resolve and minimise the impact on customers. These incidents can sometimes affect up to 300,000 customers.• Analysed customer complaints to identify what customers looked for from our communications. This led to me writing advice pages for customers when they are suffering a crisis such as a flood.• Reviewed wording produced by other colleagues before it went out for approval due to my regulatory experience with underwriting. This helped us as a team work collaboratively to get campaigns out of the door quicker.

Home Insurance Team Leader, Lloyds Banking Group March 2008Managed and lead a team of 9 – 13 people in different areas of the department. I had to be extremely organised and methodical in how I used my time productively to ensure not just my team were attended to but also that I delivered on the 6 projects I got given every year.• Performance manage, absence manage and discipline my team members continually to create a dynamic, high performing team. • Have difficult conversations when necessary with my direct reports and peers, adjusting how I present those conversations depending on the person.• Brought my team through change, for example, the Lloyds and HBOS merger, to ensure they had as much support as possible and that the service to our customers was not disrupted.• Managed Health and Safety objectives for three different departments as a Health and Safety Designated Manager. Owning risk/hazard mitigation, general workplace assessments, workstation assessments for numerous illnesses and events/charity day assessments. • Co-ordinated the implementation of the Health and Safety policies and procedures across 3 sites in Newport, Leeds and Edinburgh ensuring understanding of policies was achieved by representatives.

I managed B’Spoilt for the owner as she wanted to take a step back from the business so I was brought in to hit the ground running. Due to my experience I was able to quickly pick up and perform the day to day running which included appointment scheduling, client treatments, stock replenishment, finance takings, managing staff and surveying the presentation of the salon. Other responsibilities included:- • Managing staff to ensure they stuck to the treatment times for each customer and that they managed customer’s expectations accordingly if they were running later. • Trained new therapists and supported them as they settled into the running of the salon and monitored them to ensure they maintained the same standards as the other therapists. • A point of escalation for customer complaints or treatment queries, support for the other therapists and resolving customer dissatisfaction if it occurred. • Managing the efficient and productive scheduling of treatments to ensure there weren’t any clashes and that enough time was scheduled for each treatment. • Conducting my own treatments each day which consisted of body treatments, facials, hands and feet treatments along with other treatments only I was qualified in.

This role was a beauty therapy role that was in a salon above a hair salon. This gave me great experience working alongside a hair salon to understand how differently they worked to the beauty industry. This was the first role I had after completing my level and 3 NVQ and where I was taught to even higher standard of how to plan and organise my time along with how to keep my treatment room to a very high standard of cleanliness. • Built up a very large clientele of varying customers which helped me adapt to different customers wants and needs and how to ensure they were 100% happy leaving the salon. • Trained in a number of high branded products such as Decleor, Jessica, St.Tropez and Crystal Clear, furthering my experience. • Learnt how to stock take and manage stock levels of products as well as advise customers on the products that would help them with the results they wanted. • Attended wedding fayres representing the salon performing treatments for customers to see and give advice around wedding preparation.