Art
Angela Mhlanga
COVENTRY
Summary
An experienced professional with proven background in business sectors and teaching English as second language. Developed and implemented tailored lesson plans that significantly improved student language proficiency. Focused on team collaboration and adapting to changing educational needs, ensuring reliable and flexible support for colleagues and students.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
ESL Teacher
English First (EF)
11.2024 - 11.2025
- Educated students in basics of English grammar and conversational speaking.
- Created and delivered engaging lesson plans to accommodate different learning styles.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Supported language development for non-native speakers by providing one-on-one tutoring sessions tailored to individual needs.
- Increased student proficiency in English by creating engaging and interactive classroom activities.
Relationship Manager, Banking Operations
Barclays Bank PLC
04.2023 - 10.2024
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Facilitated workshops and seminars to educate customers on product features and benefits.
- Created and maintained databases to track customer discussions and preferences for accurate, updated records.
- Maintained knowledge on banking products and distribution to provide optimal service support.
Emergency Services Dispatcher
Cadent Gas
11.2022 - 04.2023
- Received public emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, gas engineers, and medical teams while tracking data in real-time environments.
- Used specialized software to track and maintain case incident numbers and logs.
- Followed established protocols for professional handling of emergency situations.
- Proved successful working within tight deadlines, highly pressured and fast-paced settings.
Freelance Creative: Workshop Facilitator, Writer
Warwick Arts Centre, Coventry City Of Culture,Open Theatre, Starfish Collaborative, Belgrade Theatre
01.2021 - 11.2022
- Provided leadership for program workers and attendees, guiding day-to-day activities and facilitating multiple events for the listed companies.
- Writing for theatre shows, events and exhibition talks.
- Workshop facilitating in schools and senior citizen drama/art groups.
Reception Manager
Underbelly Fringe Festival Venues
07.2022 - 08.2022
- Drove implementation of personalised plans for the 100+ employees in my team.
- Managed 100+ employees with continuous coaching and mentoring during the 5 weeks of the contract.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and organized shifts.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Customer Service Executive
Diabetes Digital Media
04.2021 - 08.2021
- Directed team of twelve supervisors and managers to enhance across-the-board customer support and better meet company service demands.
- Tracked results of various promotional campaigns by gathering feedback from customers and recommended areas of improvement.
- Solicited customer engagement in loyalty programs to enhance company revenue generation.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
Customer Service Representative
Shell Energy
11.2020 - 04.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Customer Service Advisor
TSYS, Nationwide
09.2020 - 12.2020
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention.
Customer Service Knowledge Expert
Staysure Travel Insurance
07.2019 - 10.2020
- Evaluated customer information to explore issues, develop potential solutions and maintain high- quality service.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Providing the right level of insurance cover for customers with pre-existing medical conditions.
- Medical referrals, and policy amendments.
- Quality assurance and compliance monitoring in line with Financial Conduct Authority regulations.
Front of House Supervisor
Dominion Theatre
06.2018 - 04.2019
- Coached and assisted employees with adapting to new processes in the Front of House and Box Office department.
- Managed inventory through effectively ordering and stocking uniforms, linens, beverages and front of house supplies.
- Planned events from concept to completion by responding to event inquiries, establishing budgets and designing customized menus.
- Performed cash handling activities, including making change, cashing out register drawers and securing nightly bank deposits.
Visitor Experience Coordinator
Somerset House
01.2018 - 04.2019
- Delivering world class customer service and keeping up to date with new trends.
- Implementing health and safety measures and evacuation policies.
- Box Office/Ticketing.
- Management of varied Art exhibitions.
- Merchandise selling and distribution.
- Query and complaint management.
Visitor Experience Coordinator
Southbank Centre
09.2016 - 04.2019
- Managed quality assurance program, including on-site customer surveys.
- Box Office/Ticketing.
- Tour-guiding of site and immersive art exhibitions.
- Implementing health and safety evacuation procedures and briefings.
- Access patron hosting.
- Marketing events across all sites (including the Queen Elizabeth Hall, Purcell Room and The Hayward Gallery).
- Merchandise set-up and sales.
Customer Services Advisor
Coventry Building Society
06.2011 - 06.2012
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Explained charges, fees, terms of sales and service agreements to multiple customers daily.
- Resolved concerns with products or services to help with retention and drive sales.
Education
Bachelor of Arts - Acting For Stage And Media
University of West London
London, ENG 09.2013 - 06.2016
Skills
Proficiency
Tessitura
Opera System
Polite and professional customer service advisor and successful in
Applying strong communication and problem resolution skills to each
Customer issue Solid history of surpassing productivity and quality
Targets in high-volume settings Skilful in building long-lasting, loyal
Customer relationships
Interests
Travel
Cooking
Timeline
ESL Teacher
English First (EF)
11.2024 - 11.2025
Relationship Manager, Banking Operations
Barclays Bank PLC
04.2023 - 10.2024
Emergency Services Dispatcher
Cadent Gas
11.2022 - 04.2023
Reception Manager
Underbelly Fringe Festival Venues
07.2022 - 08.2022
Customer Service Executive
Diabetes Digital Media
04.2021 - 08.2021
Freelance Creative: Workshop Facilitator, Writer
Warwick Arts Centre, Coventry City Of Culture,Open Theatre, Starfish Collaborative, Belgrade Theatre
01.2021 - 11.2022
Customer Service Representative
Shell Energy
11.2020 - 04.2021
Customer Service Advisor
TSYS, Nationwide
09.2020 - 12.2020
Customer Service Knowledge Expert
Staysure Travel Insurance
07.2019 - 10.2020
Front of House Supervisor
Dominion Theatre
06.2018 - 04.2019
Visitor Experience Coordinator
Somerset House
01.2018 - 04.2019
Visitor Experience Coordinator
Southbank Centre
09.2016 - 04.2019
Bachelor of Arts - Acting For Stage And Media
University of West London
09.2013 - 06.2016
Customer Services Advisor
Coventry Building Society
06.2011 - 06.2012
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