Paul Mclaughlin Email & Phone Number

Glasgow, Scotland, United Kingdom

Responsible for supporting ResDiary customers through their on-boarding journey by customising diaries, providing training and answering support queries.

Started a live streaming channel where I play video games with viewers interacting during lockdown. Details of the livestreaming includes;- Being a Family Friendly streamer and filtering my language for both myself and the stream chat.- Gained over 3000 followers in 4 months and I applied for a full-time partnership but unfortunately, the site, Mixer, closed.- Livestreaming requires demanding time management to stick to a regular schedule and to be presentable online. My approachable and welcoming nature creates a friendly and welcoming environment for viewers of all ages.I now stream on a website called Twitch and I have gained over 1300 followers in under 3 months. I have also raised over £2000 for charity so far during my time live streaming as I always want to give back to those less fortunate.

Glasgow, Scotland, United Kingdom

Working in a contact centre within Glasgow, the main tasks of the job include;- Taking inbound calls relating to Car Insurance.- Focusing on soft selling and following FCA guidelines for call scripts as well as DPA.- Working to strict guidelines for both punctuality and job description.- Reaching targets for KPIs such as quality, call handling time and sales.The job involves 3 weeks of onsite training as well as 5 weeks of being in an 'academy' setting to be mentored on how to handle the plethora of call types.Have to maintain consistent statistics of average call handling times such as hold and after call breaks as well as meeting upselling targets for both individual and group targets.

Edinburgh, Scotland, United Kingdom

Starting off in the Georgian Tearoom as a Waiter, I gained promotion to Supervisor of the Grill Room Restaurant and Bar after 3 months. Due to my progression in the company. Throughout my time as Supervisor, my duties included;- Called upon to work on the Bar, Kitchen and at Reception due to my adaptability and ability to learn different departments in short periods of time.- Overseeing the training of new staff and running the room when the Manager was not available.- Managing day to day reservations and adapting the booking plan in order to accommodate customer requirements and requests.The role of Supervisor also included running private dining events which includes organising drinks receptions and the ability to work with the kitchen to create a seamless food service for groups of up to 20 guests.

Edinburgh, Scotland, United Kingdom

Due to a Manager going on sick leave, I was given the task of launching a new menu in The Dome Club Room on a temporary basis;- I was involved in training staff and overseeing all changes and improvements from the launch of the new room and menu.- Also was involved in all manager meetings and was given Duty Manager shifts in the main Grill Room restaurant when needed.- Gained experience in making reservations, dealing with customer complaints, and managing a busy restaurant.One of the main areas I developed in this position was handling complaints and being able to avoid escalating the situation by finding a solution which benefits both the company as well as the customer experience and satisfaction.

Edinburgh, Scotland, United Kingdom

Involved in the upselling and full dining experience of guests at the popular Edinburgh restaurant. I took full control of up to 25 covers at one time with the management of time and quality of their 2-hour sitting. Other responsibilities included;- Taking roles on the bar including Barista during busy periods where they required additional support.- Volunteered to undergo the role of Kitchen Porter when the individual didn't show up for shifts on various occasions.- Required to memorize both the food menu as well as the wine pairings on a 6-week rotation.This particular position pushed me with its constant high pressure and busy work environment and I learned a lot of multitasking and communication skills to work with members of other sections of the restaurant to create a seamless customer experience.

Edinburgh, Scotland, United Kingdom

Started as a waiter in the hotel restaurant, I quickly gained a full-time promotion due to impressing in my first 5 months of being in the hospitality industry. Was responsible for;- Dealing with high profile clients for both large scale private dining and wedding events.- Oversaw staff of up to 10 members to ensure that events ran smoothly and to create a 5-star experience in the hotel.- Waiter in the Rhubarb Restaurant and other areas of the hotel for high profile guests and members of the public.- Have completed Wine, Barista and other Hospitality training through both Flow modules and on-site training.Gained experience in finer dining and improved my knowledge of various food cuisines and alcohol including Wine and Whiskey. I also helped out in their 'Taste of Scotland' events which hosted over 200 guests for food and entertainment.

Edinburgh, Scotland, United Kingdom

Retail experience including interacting with people from all nationalities and selling the products in-store to interested customers. The other responsibilities include;- Working at the till and taking payments in a busy store.- Maintaining stock control and a variety of cleaning both during shop hours as well as after-hours upon closing of the store.- Learned how to guide customers through clothing packages (kilts) and how to offer additional products through a commission incentive.Notable experience was delivering over £5000 of Scottish clothing to a Yacht at the Royal Britannia and fitted outfits for a group of 5 for a honeymoon celebration. The guests were very happy with the service I provided and was able to deliver them a memorable experience from my entry level position.