ABOUT
Currently working 5 days a week in a Quality Assurance Specialist role at Motorway.
16+ years of customer service experience, showing commitment and dedication to all tasks assigned to me, working in fast-paced, deadline-driven environments and still delivering consistently high standards of service.
Skilled at developing and maintaining detailed administrative tasks and processes and working effectively with different departments to coordinate information flow to quickly identify and resolve problems.
Present and previous positions have taught me a lot about dealing with problems under pressure with the ability to build rapport with people from all backgrounds.
Experience of supervising teams of 8+ people, while training and inducting new staff.
Plenty of experience working with the public and the ability to diffuse difficult situations in a calm and professional manner. Ambitious nature with a positive mindset and goals of exceeding future projects.
A creative and passionate professional with 3 years self taught experience and varied experiences in graphic design, branding, web design and marketing.
Self taught in the production of high-quality design concepts and strategies with the ability to utilise Illustrator, InDesign, Photoshop and Procreate for the successful creation of new ideas and concepts. Possesses a comprehensive understanding of design and the capacity to identify fresh approaches.
Committed to strengthening relationships and leading negotiations with clients and vendors to secure on-going partnerships.
SKILLS & EXPERTISE
WORK EXPERIENCE
10 Apr 2023 - Present
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Office Administrator - Urban Security & Fire
Woodingdean, Brighton, UK.
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22 Mar 2022 - 6 Apr 2023
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Quality Assurance Administrator - Motorway
West Street, Brighton, UK.
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Conducting tests and inspections.
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Presenting solutions.
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Quality assuring vehicle profiles to go onto the bespoke selling platform for dealers.
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Feeding back to agents and Managers on any issues.
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Replying to customer queries using the CRM system.
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Training new starters & current staff, writing up training guides.
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Inbound & outbound calls & e-mails daily.
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Helping with sales support.
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Regular meetings.
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Achieving targets.
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Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
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Created and collaborated in implementation and maintenance of customer complaint log.
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Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
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Fixed identified issues to improve workflows.
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Liaised between quality assurance and other departments and team leaders, providing updates.
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Reported problems and concerns to management.
8 Aug 2021 - 21 Mar 2022
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Store Administrator/Acting Manager - Carpetright
St Joseph's Trading Estate, Hove, UK.
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Deputising for the Manager and ensuring full care of the shop was always maintained.
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Acting store manager when head manager wasn't available.
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Managing online portal for client data, ensuring all data is GDPR compliant and input correctly.
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Mentoring new starters and assisting in warehouse duties and deliveries.
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Arranging the Rota for the carpet fitters.
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Being responsible for opening and closing the shop, with full key holder responsibilities.
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Monitoring stock levels and ordering stock as necessary.
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Providing security and safety for all individuals through health and safety and first aid knowledge.
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Reconciling all cash and card orders at close of business at the end of shifts and keeping up to date with the banking.
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Keeping up to date with the day to day tasks.
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Handling customer enquiries to a high standard face-to-face, over the phone and through email.
10 Apr 2015 - 6 Mar 2020
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Security Officer, Head Door Supervisor - Security
Various areas, UK.
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Bars, Nightclubs, Pubs, Events, Concerts, Festivals and Filmsets.
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Training new starters.
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Work reports.
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Liaising with the public.
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Administrative role for each venue worked in.
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Watching people's behaviour and dealing with conflict.
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Dealing with emergencies and co-operating with police, first aiders and management.
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Onboarded new temps by entering employee information into systems.
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Resolved problems, improved operations and provided exceptional service.
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Exceeded goals through effective task prioritisation and great work ethic.
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Worked with customers to understand needs and provide excellent service.
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Completed paperwork, recognising discrepancies and promptly addressing for resolution.
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Proved successful working within tight deadlines and fast-paced atmosphere.
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Improved operations through consistent hard work and dedication.
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Created plans and communicated deadlines to complete projects on time.
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Managed team of employees, overseeing hiring, training and professional growth of employees.
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Collaborated with team members to achieve results according to schedule.
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Actively listened to customers requests, confirming full understanding before addressing concerns.
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Prepared variety of different written communications, reports and documents.
Jul 2017 - Sept 2017
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Bar Supervisor & Security - Mad Hatter
Rock Street, Brighton, UK.
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Greeted and served customers in a friendly manner on arrival.
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Prepared alcoholic and non-alcoholic beverages for bar and restaurant customers.
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Checked Identification of customers to verify they are of legal drinking age.
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Cash handling.
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Restocked the bar.
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Provided excellent customer service.
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Excellent multitasking skills.
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Helped to resolve employee issues and disputes.
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Followed food hygiene and Health & Safety Regulations when preparing, cooking and delivering food to customers.
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Kept working areas clean and presentable at all times.
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Waited tables and took customers’ orders.
Jun 2017 - Jul 2017
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Bar Supervisor & Security - The Castle Pub
Coast Road, Peacehaven, UK.
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Greeted and served customers in a friendly manner on arrival.
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Cleaned rooms.
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Assigned rooms to guests.
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Kept books and records
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Provided meals.
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Prepared alcoholic and non-alcoholic beverages for bar and restaurant customers.
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Checked Identification of customers to verify they are of legal drinking age.
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Cash handling.
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Restocked the bar.
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Provided excellent customer service.
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Excellent multitasking skills.
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Helped to resolve employee issues and disputes.
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Followed food hygiene and Health & Safety Regulations when preparing, cooking and delivering food to customers.
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Kept working areas clean and presentable at all times.
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Waited tables and took customers’ orders.
17 Jul 2014 - 21 Sep 2014
Telesales Representative - NCPS LTD
Queens Road, Brighton, UK.
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Inbound & Outbound phone calls.
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Paperwork.
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Organising.
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Nuisance Call Prevention.
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Opening new accounts and adding payment information into the system.
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Recorded contact information of customers and potential customers in internal database.
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Overcame objections using friendly, persuasive strategies.
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Handed concerns and advanced problem calls to management staff.
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Followed up with customers to solicit further sales.
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Informed current and new customers of promotions and new or upgraded products.
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Trained and mentored new telemarketers on best practices, communication strategies and performance standards.
Feb 2014 - Jun 2014
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Housekeeper / Carer - Maycroft Hallmark Care Home
Carden Avenue, Brighton, UK.
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Cleaned and sanitized rooms.
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Vacuumed and swept floors, carpets, and rugs.
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Made beds and changed linen.
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Cleaned and sanitized bathrooms, showers, toilets, sinks, and countertops.
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Ensured the environment is welcoming and comfortable for residents.
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Made beds and done laundry.
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Kept records of housekeeping stocks and ordered supplies.
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General upkeep of communal areas and bedrooms.
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Supported people with social and physical activities as well as basics such as eating and drinking.
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Assisted with personal care.
Jun 2013 - Aug 2013
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Food & Beverage Assistant - IBIS Hotel
Queens Road, Brighton, UK.
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Prepared alcoholic and non-alcoholic beverages for bar and restaurant customers.
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Mixed ingredients to prepare cocktails.
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Checked Identification of customers to verify they are of legal drinking age.
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Cash handling.
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Replenished the bar.
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Provided excellent customer service.
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Excellent multitasking skills.
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Built Relationships with Clientele.
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Reported to HR and senior management.
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Evaluated performance and provided feedback.
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Helped to resolve employee issues and disputes.
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Greeted and served customers in a friendly manner on arrival.
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Followed food hygiene and Health & Safety Regulations when preparing, cooking and delivering food to customers.
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Kept working areas clean and presentable at all times.
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Waited tables and took customers’ orders.
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Topped up buffet selections with fresh food.
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Prepared Breakfast, Lunch & Dinner buffet.
Aug 2011 - Oct 2011
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Bar Supervisor - Tru Nightclub
West Street, Brighton, UK.
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Hired and trained new members of staff.
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Prepared alcoholic beverages for customers.
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Mixed ingredients to prepare cocktails.
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Checked Identification of customers to verify they are of legal drinking age.
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Ensured bar area and equipment was kept clean.
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Cash handling.
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Replenished the bar.
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Complied with health, safety, and hygiene standards.
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Provided excellent customer service.
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Excellent multitasking skills.
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Managed Inventory.
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Lead by Example.
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Maintain a Budget.
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Built Relationships with Clientele.
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Reported to HR and senior management.
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Evaluated performance and provided feedback.
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Helped to resolve employee issues and disputes.
Aug 2008 - Dec 2008
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Bar Staff - Coco Cocktail Bar
East Street, Brighton, UK.
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Prepared alcoholic or non-alcoholic beverages for customers.
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Interacted with customers, took orders, and served snacks and drinks.
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Mixed ingredients to prepare cocktails.
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Checked Identification of customers to verify they are of legal drinking age.
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Ensured bar area and equipment was kept clean.
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Cash handling.
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Replenished the bar.
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Complied with health, safety, and hygiene standards.
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Provided excellent customer service.
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Closing after shift ended.
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Excellent multitasking skills.
May 2007 - Aug 2007
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Bar Staff - The Whistle Stop Inn
Boundary Road, Portslade, UK.
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Prepared alcoholic or non-alcoholic beverages for customers.
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Interacted with customers, took orders, and served snacks and drinks.
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Mixed ingredients to prepare cocktails.
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Checked Identification of customers to verify they are of legal drinking age.
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Ensured bar area and equipment was kept clean.
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Cash handling.
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Replenished the bar.
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Complied with health, safety, and hygiene standards.
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Provided excellent customer service.
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Closing after shift ended.
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Excellent multitasking skills.
Jul 2006 - Aug 2006
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Bar Staff & Waitress - Henry J Beans
West Street, Brighton, UK.
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Prepared alcoholic or non-alcoholic beverages for bar and restaurant customers.
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Interacted with customers, took orders, and served snacks and drinks.
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Assessed customers' needs and preferences and made recommendations.
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Mixed ingredients to prepare cocktails.
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Checked Identification of customers to verify they are of legal drinking age.
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Ensured bar area and equipment was kept clean.
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Cash handling.
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Replenished the bar.
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Complied with health, safety and hygiene standards.
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Provided excellent customer service.
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Welcomed and seated guests.
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Took guest orders.
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Excellent multitasking skills.
Jan 2004 - Feb 2004
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Secretary - BBC Radio Station
Queens Road, Brighton, UK.
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Ensured meetings were effectively organised and notes were taken.
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Maintained effective records and administration.
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Communication and correspondence.
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Inbound & Outbound calls and e-mails.
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Organized files.
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Prepared documents.
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Managed office supply inventory.
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Scheduled appointments.
EDUCATION
February 2023 - Present
Complete Web Development Bootcamp
Full-Stack Web Development Course
December 2022 - Present
Graphic Design Masterclass
The Ultimate Graphic Design Course
April 2021 - May 2021
Brighton MET College - Brighton
Diploma of higher education in AAT Level 1 Business Skills
October 2019 - November 2019
Greater Brighton Metropolitan College
Diploma of higher education in CSCS/ Construction Course
January 2018 - February 2018
Greater Brighton Metropolitan College
Level 2 Diploma in Skills for Creative Industries -
AIM Awards Digital Accelerator.
May 2012 - August 2012
Whitehawk Inn - Brighton
Certificate of higher education in Princes Trust.
January 2012 - February 2012
Greater Brighton Metropolitan College
Certificate of higher education in ITQ Level 2.
August 2000 - July 2004
Blatchington Mill Senior school
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No qualifications.
CONTACT
Phone: +44 07944 937 068
Email: Colleen.M.Dempsey@outlook.com
Email: C.D@DiamondEmpire.uk
Location: Brighton, UK
