In my current role within the QA Team, I oversee the quality checks for both Private Hire Vehicles (PHV) and Taxi new and renewal applications. My responsibilities include ensuring compliance with the TPH framework, policies, and regulations. Accuracy in identifying and communicating errors during quality checks is crucial for maintaining positive working relationships with various departments and ensuring individual performance. I proactively identify key issues and trends that may impact licensing decisions, recording them on a spreadsheet and reporting findings to my manager for effective resolution. Previously, I worked in the Applications Team, where I handled sensitive cases and served as a point of contact for complaints from stakeholders like Trade Unions and MPs. Additionally, I played a significant role in recruiting new starters, contributing to quality checking work for training purposes. Recently, I took on a project addressing a surge in drivers awaiting criminal record check outcomes, collating information for escalation and prioritization.

As Debenhams Supervisor, I oversaw operations, managed a sizable team, and prioritized exceptional customer service. Key achievements include implementing security measures, leading staff briefings, ensuring consistent customer service through floor checks, enforcing KPIs, and earning Employee of the Year for high sales and credit card applications. Provided comprehensive training, emphasizing conflict management, and conducted regular performance reviews for business success and team development.

I collaborated with the team and management to maintain the department's presentation, deliver exceptional customer service, and meet sales targets. My responsibilities included understanding seasonal product changes, conducting stock checks, and efficiently managing tills, refund/exchange policies, and product defects. Notably, I achieved the highest number of credit card openings within my first 3 months. Additionally, I cultivated positive relationships with repeat customers, corporate clients, and visiting celebrities monitoring their product sales in the store.