Abigail Carter

Customer Service & Call Handling Skills

• Manages calls, emails, and multiple systems simultaneously.
• Quickly adjusts to new systems, targets, and business changes (e.g., Energy 2.0, NEP).
• Aims for first-call resolution with a professional, empathetic approach.
• Proficient in various platforms and phone lines to enhance customer journeys.
• Handles high call volumes and peak-time demands effectively.
• Resolves complex issues and logs complaints accurately for swift action.
• Floorwalker support for both classic system and NEP system, system feedback via focus groups, and team stat monitoring.
• Maintains strong conduct and understands the importance of first impressions.
• Logged customer complaints accurately, expedited corrective actions effectively.
• Managed complex customer issues to successful resolution.
• Expressed care, patience and empathy when handling customer interactions for personalised experience and aiming for continually positive feedback from customers,

Key Skills & Attributes

• Comfortable switching between roles such as bar staff, receptionist, cleaner, or customer service advisor; available for both day and night shifts.
• Strong interpersonal skills to ensure all guests have a positive experience, whether alone or in groups.
• Naturally calming presence, effective in de-escalating customer concerns or complaints.
• Skilled in drink preparation, handling large orders, and maintaining hygiene and safety standards.
• Ensures cleanliness and compliance across all areas, including kitchen and public zones.
• Quick thinker with a proactive approach to resolving issues efficiently.
• Committed to upholding company procedures and safety protocols.
• Works well with peers and management to support smooth operations, especially during maintenance or repairs.
• Promotes products and offers to boost customer engagement and sales.
• Proficient in booking systems, tills, and PDQ machines.
• Maintaining high standards in appearance, uniform, and conduct.
• Regularly attends training and meetings; open to feedback and continuous improvement.
• Awarded Worker of the Month for outstanding contribution.

• Use of full PPE and understanding its necessity
• Understanding use of different chemicals for different uses
• Able to complete deep clean in infected areas
• Learn hospital guidelines for Health & Safety of staff and patients
• Converse in a happy manner with all the patients to put them at ease

Hospitality & Service Skills

• Delivered friendly, attentive service; resolved complaints and ensured guest satisfaction.
• Greeted guests, assisted with seating, and provided menu guidance to enhance the dining experience.
• Suggested menu items, handled dietary needs, and processed payments accurately.
• Prepared mixed drinks, served alcohol responsibly, and maintained bar knowledge and safety standards.
• Maintained hygiene across dining areas and followed food safety protocols.
• Supported kitchen and front-of-house teams with setup, clean-ups, and equipment maintenance.
• Served a high volume of guests daily, managed fast-paced environments, and assisted guests with special needs.
• Backed up bartenders, guided guests, and ensured smooth operations during peak times.
• Managed colleagues by being 'Training Champion', so making sure colleagues were up to date on training, going through areas of improvements, managing any concerns or areas they are looking to improve in so this can be fed back to management to implement it into schedules for future.

• Excellent ability at the use of “PPS EXPRESS” program for clinical diary and saving of confidential patient information
• Able to collect moneys for different treatments and issue correct change
• Able to use “PayPal” for use of card payments
• Accurately collect, calculate and ratify end of day accounts
• Multitask daily with the many patient forms, letters and notes
• High standard of instrument sterilisation to ensure cleanliness of instruments for each client
• Excellent rapport with the patients whilst they wait in the reception area
• High understanding of clinical document safety and filing
• Responsible for stock control for two separate sites with ability of recognising and ordering stock as required
• Understanding GDPR and the necessity to archive patients after 8 years of safe keeping and the safe disposal of those notes
• Able to help the clinicians time manage their workload and keep them on track

• Hours worked ranged from early, 6am, starts to 9am and long days
• Manual labour for clearing stables and cleaning
• Cleaning equipment to high standard
• Responsible for the cleanliness of the yard
• Help prepare horses for clients

Retail & Security Support

• Improved sales through direct interaction and feedback from shoppers.
• Collaborated with staff to maintain accurate inventory and design displays for quick sales.
• Assisted with document handling and daily business targets.
• Monitored for suspicious activity, reported incidents, and maintained detailed shift logs.
• Delivered clear verbal and written reports; responded to routine calls professionally.