• Reported to senior management and key stakeholders, coordinating alongside a broader team to assist with customer queries and complaints, embracing core business values to facilitate customer needs. • Oversaw a high volume of customer calls daily, taking charge as a team leader to direct colleagues through desired sales strategies to promote products and services for a tailored customer experience. • Refined service delivery independently and across the team to reflect customer needs and expectations, intuitively adapting business policies and procedures to reflect hot and cold sales operations. • Took ownership of resolving customer queries through in-depth product and policy knowledge, analysing customer feedback to strengthen strategy development and enhance operational performance. • Liaised and communicated with key stakeholders and teams throughout the business, enabling a broader perspective of its products and services for informed and optimal decision-making. • Operated under intensive working conditions, strategising on service delivery to ensure SLAs and KPIs were maintained throughout performance without compromising customer care or satisfaction.

• Reported to management colleagues and stakeholders, taking ownership of service teams and shift coordination to lead performance in line with business expectations and customer experiences. • Oversaw an extensive scope of key business services by liaising between teams consisting of 10 colleagues, delivering high-quality service through team coordination, stock monitoring, and strategy development. • Engaged with customers and colleagues through interpersonal communication, building strong rapport and professional relationships that promoted greater levels of collaboration and customer satisfaction. • Maintained a prompt and effective customer-first approach to handling queries or complaints, abiding by internal policies and procedures in order to champion a satisfactory experience within the business. • Adhered to meticulous standards in customer care, site hygiene, and overall safety through the upkeep and maintenance of public areas and facilities to ensure the business remained operationally active.

• Reported to Senior Project Managers and business stakeholders, coordinating as part of the broader internship team to support the delivery of key projects alongside ongoing academic development. • Planned and reviewed project costs, timescales, and potential risks to prepare robust budgets, resources, and bid documentation when providing comprehensive reports to stakeholders and clients. • Contributed to a 33-storey residential project as Site Engineer, overseeing AutoCAD plans analysis to identify potential discrepancies while further corresponding between contractors and architects. • Promoted compliance and cross-functional collaboration across projects, teams, and clients, endeavouring to meet desired objectives safely and effectively through risk mitigation and reduction with diligent reporting. • Managed the maintenance of business and project records across areas such as billing, inventory, and more, overall striving for accurate, secure, and up-to-date reporting and informed decision-making.