Anita Morgan

• Working towards, and meeting company-set sales and debt targets
• Being the first point of contact for residents, visitors, and contractors.
• Organisational tasks, such as sorting post, filing important documents, and handling confidential documents. I also created a streamlined filing system for organisational ease.
• Incident resolution and handling difficult conversations.
• Event planning and creating promotional materials following consistant brand profile.
• Handling confidential information in line with GDPR guidelines.
• Handling inbound and outbound calls, and emails.
• Used empathy, friendliness, and helpful skills to help residents solve problems.
• Training new members of staff
• Keeping accurate records of interactions
• Coordinating cleaning rotas during busy turnaround periods.

Prior to becoming a full-time Customer Service Advisor at Laycock Studios, I worked as a Roaming Customer Service Advisor, providing support across multiple Student Roost properties, and teams. The role involved carrying out the same core customer service responsibilities while adapting to different sites, teams, residents, and operational requirements.

• Demonstrated adaptability by adjusting to the needs of specific sites.
• Supported different management teams
• Conducted property viewings and room inspections, confidently representing different properties and adapting knowledge to each site's offerings.
• Engaged in cross-selling to benefit the company as a whole, not just specific sites.
• Coordinated between management and site teams to organise multi-site events.

My Front-Of-House role included

• Preparing both hot and cold beverages to a consistently high standard, whilst also improving my latte art skills
• Greeting customers warmly, answering any questions they may have.
• Being allergen-competent, ensuring guests felt comfortable and confident discussing their allergies, and communicating clearly between both front- and back-of-house.
• Built and maintained positive relationships with both regular customers and newcomers.
• Helped brainstorm concepts for seasonal specials

My Events Supervisor role included

• Handling enquiries, communicating with prospective clients to understand their event needs.
• Coordinated transforming Couch from a coffee shop into an appropriate event space.
• Ran events, including delegating tasks between staff, organising breaks, and helping quash any issues that arose.
• Created personalised menus and cocktails.
• Cashing up at the end of events

• Optimised customer experience, serving each guest with a sincere, positive, and enthusiastic attitude.
• Memorised over 80 cocktail specifications to company standards.
• Obtained a free-pouring licence, showcasing consistency.
• Created music playlists, organising themed nights to entice new customers
• Upheld high standard of cleanliness in all work areas to comply with health and safety regulations.
• Upholding high-standards, begining with opening the bar with tasks such as polishing cutlery and glassware, through to closing procedures.