Katie Roberts, Msc Email & Phone Number

United Kingdom

United Kingdom

- Prioritising and resolving a high volume of complex L1 and L2 technical support tickets across multiple platforms including web browsers, Windows, Mac and Linux operating systems. I also provide SaaS support with an L2 understanding.- Troubleshooting a variety of issues including installations, updates, MDM deployments, general performance and usability.

United Kingdom

• Prioritised and managed a high volume of customer support tickets using CERB, efficiently resolvingtechnical issues of various complexities.
• Employed hypothesis-led troubleshooting to swiftly diagnose and resolve complex customer problems,utilising a variety of communication methods to ensure effective knowledge transfer.
• Collaborated closely with an international team to deliver exceptional customer support, sharingknowledge and expertise to enhance overall team performance. Including potential bugs using GitLab.
• Demonstrated strong problem-solving skills by effectively troubleshooting technical issues andproviding clear, concise solutions to customers with varying technical abilities.
• Contributed to a positive customer experience by maintaining a professional and empatheticdemeanour, building strong customer relationships and fostering trust.
• Exhibited a proactive approach to learning and development by seeking out opportunities to enhancesupport resources and mentor team members.

Bristol, England, United Kingdom

• Managed complex student accommodation allocation process for 6000+ students utilising Kintetixand Archibus, ensuring optimal occupancy and student satisfaction.
• Provided comprehensive student support through various channels (phone, email), addressingacademic, emotional, and financial challenges while maintaining strong relationships with externalbuilding management teams.
• Demonstrated exceptional organisational skills by managing complex databases, coordinatingcalendars, and meeting deadlines within a fast-paced environment.
• Developed strong interpersonal skills through effective communication with students, staff, andexternal stakeholders, building rapport and resolving conflicts.

• Successfully managed day-to-day operations of a fast-paced coffee shop, leading and motivating theteam to achieve sales targets. Taking point on staff scheduling and allocation, to optimise labour costs and ensure.
• Demonstrated strong leadership and interpersonal skills by recruiting, hiring, training, anddeveloping staff, fostering a positive and supportive work environment.
• Delivered exceptional customer service while maintaining optimal inventory levels and implementingeffective promotional strategies to increase sales and customer loyalty.
• Collaborated effectively with store management to analyse financial performance, identify areas forimprovement, and implement strategies to enhance store profitability.

• Successfully managed daily operations of a high-volume coffee shop, overseeing staff scheduling,inventory management, and customer service to drive sales and profitability.
• Demonstrated strong leadership and people management skills by recruiting, training, anddeveloping a high-performing team, fostering a positive and supportive work environment.
• Ensured operational efficiency through effective inventory control, adherence to health and safetyregulations, and implementation of cost-saving measures.
• Analysed financial performance to identify trends and implement strategic initiatives to increase salesand optimise profitability.

Cambridge, England, United Kingdom

• Developed and managed a diverse and engaging activities program for international students,aligning with curriculum objectives and enhancing the overall student experience.
• Successfully led and mentored a team of activity leaders, providing training, support, and feedbackto ensure the successful delivery of activities.
• Collaborated effectively with academic staff to integrate activities into the language learningcurriculum, enhancing student engagement and cultural immersion.
• Demonstrated strong organisational and planning skills by managing budgets, logistics, andresources to deliver high-quality activities within budgetary constraints.
• Built strong relationships with local businesses and organisations to create unique and enrichingexperiences for students, expanding the range of activities offered.

Bristol, England, United Kingdom

Summer Position:Providing and planning fun activities for students aged 12-18.Working with international students.Providing real life opportunities to learn English.Conducting excursions around local areas and bigger cities.Cash handling.Working with a large team to give students the best experience.Ensuring safety of students.Working with international.

Brighton, England, United Kingdom

Summer only:Providing and planning fun activities for students aged 12-18.Working with international students.Providing real life opportunities to learn English.Conducting excursions around local areas and bigger cities.Cash handling.Working with a large team to give students the best experience.Ensuring safety of students.Working with international staff.

Torquay, England, United Kingdom

Summer only:Providing and planning fun activities for students aged 12-18.Working with international students.Providing real life opportunities to learn English.Conducting excursions around local areas and bigger cities.Cash handling.Working with a large team to give students the best experience.Ensuring safety of students.Working with international staff.

Master'S Degree Online, Research In Education, Merit

Distance course. Dissertation focus on Financial Literacy

Bachelor Of Arts - Ba, Studies In Education

Access To Higher Education, Social Sciences, Merit

Psychology: Merit Criminology: Distinction Sociology: Merit Study Skills: Pass