Bethany Baragwnath

As the Community & Office Manager at Trustpilot, I play a pivotal role in creating an engaging, well-equipped, and safe office environment. My responsibilities span a wide range of functions, from operational management to community building and event coordination.

Key Responsibilities:

• Ensuring the office is fully stocked with food, equipment, and supplies to support daily operations.
• Building a vibrant community and encouraging office attendance post-COVID, resulting in a significant rise in average attendance by 40%.
• Planning and managing events for 100+ attendees, including logistics such as catering, venues, music, and entertainment.
• Organising and promoting charitable and volunteering initiatives.
• Serving as a brand ambassador, championing Trustpilot's values and fostering a sense of pride among employees.
• Managing budgets and expense reporting across multiple categories and teams.
• Overseeing all health and safety aspects, providing up-to-date training and maintaining necessary qualifications.
• Establishing personal relationships with office attendees to foster a tight-knit community.

Achievements:

• Promoted within six months due to high performance.
• Awarded Stellar (the highest level achievable) in performance reviews.
• Received company shares in recognition of outstanding performance.
• Recognised multiple times in company-wide communications.
• Consistently ranked as a top performer within the team.

Skills Utilised:

• Exceptional communication and empathy to build strong personal relationships.
• Creative problem-solving and organisational skills to manage complex events and projects.
• Attention to detail and high levels of organisation in managing supplies and budgets.
• Strong teamwork and self-management capabilities on both global and local scales.
• Proficient in Microsoft Office Suite and Google Tools Suite.

Impact and Goals: My primary objectives included increasing office attendance, fostering a connected and proud community, and transforming the office space from a clinical environment to a warm, collaborative space. Through consistent feedback and engagement, I successfully enhanced the office atmosphere, making it a recognisable and safe space for our community. I am confident that the foundation I have laid will support continued growth and success for the Trustpilot community.

As the Lead Receptionist at Minto Dental Practice, I played a crucial role in ensuring the smooth operation of the practice, managing schedules, addressing patient concerns, and maintaining high standards of confidentiality and customer service.

Key Responsibilities:

• Creatively managed the schedules of five specialist clinicians and four hygienists with busy clientele.
• Utilised the support of the reception team to ensure the efficient running of the practice.
• Maintained the highest standards of discretion and security to protect patient information.
• Handled patient complaints, providing quick and sustainable solutions to retain our patient base.
• Passed feedback to staff for continuous improvement and sought feedback for personal development.
• Fostered personal connections with patients, addressing their concerns and questions for a reassuring experience.
• Managed the financial aspects of the practice, handling payments and working to reduce debt and costs.

Achievements:

• Recognised as Employee of the Month three times.
• Received numerous recognitions from the team for efforts in organising and bringing financial systems into compliance to support the practice's financial goals.

Skills Utilised:

• Effective communication and empathy to build strong relationships with patients and staff.
• Proficiency in the Microsoft Office Suite for scheduling and financial management.
• Strong organisational skills and attention to detail in managing schedules and patient information.
• Problem-solving and customer service skills in handling patient complaints.
• Financial capability in managing payments and reducing practice costs.
• Teamwork and coordination to ensure efficient practice operations.
• Compliance with health and safety regulations.
• Upselling of the practice's brand and products.

Impact and Goals: My primary objectives were to provide patients with the best possible experience, fostering a sense of safety and high standards, and promoting the practice as a 'luxury' brand. I successfully formed lasting relationships with many clients and contributed to winning new business for the practice. My efforts ensured a calm and reassuring patient experience from start to finish, and supported the financial and operational goals of the practice.

As a Duty Manager at Premier Inn, I ensured compliance with health and safety guidelines, provided exceptional customer service, and coordinated hotel operations to maintain high standards and drive business success.

Key Responsibilities:

• Ensured adherence to health and safety guidelines, maintaining a compliant working environment across hotel departments.
• Addressed and resolved guest feedback to enhance service quality.
• Coached restaurant teams to drive profits and maximize covers.
• Managed cash floats and implemented secure banking procedures.
• Supported housekeeping management in maintaining first-class hotel conditions.
• Trained front-of-house teams to deliver smooth, professional reception services.
• Handled customer complaints calmly and professionally, preserving the hotel’s reputation.

Achievements:

• Promoted within six months of starting in recognition of commitment to high standards, flexibility, and creative problem-solving.

Skills Utilised:

• Creative problem-solving to address operational challenges and guest concerns.
• Excellent customer service and complaint handling to ensure guest satisfaction.
• Rigorous health and safety compliance to maintain a safe environment.
• Financial acumen in managing cash floats and secure banking procedures.
• Coordination with other hotels to ensure consistent service standards.
• Bar and restaurant service management to optimize guest dining experiences.

Impact and Goals: My primary objectives were to provide the best possible service, retain our customer base, and achieve full hotel occupancy as often as possible. I built lasting relationships with business clients who consistently used the hotel, and successfully upsold rooms, products, and services by understanding and catering to the specific needs of our guests. My efforts contributed to the overall success and reputation of the hotel.

As a Customer Service Agent at H&M, I managed high volumes of customer queries and provided exceptional service across various communication platforms, ensuring compliance with financial and security regulations while promoting the company's values and products.

Key Responsibilities:

• Handled high volumes of online and in-store customer queries promptly, ensuring consistent levels of excellent service.
• Managed follow-up paperwork, ensuring customers received relevant communication via email or phone.
• Ensured strict adherence to financial and security policies and regulations, maintaining compliance with FCA and GDPR.
• Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
• Upheld privacy and security requirements established by FCA regulatory agencies.
• Demonstrated company values to customers, fostering awareness, interest, and sales.
• Implemented and developed ongoing program initiatives through communication and collaboration.
• Worked with multiple brands under the H&M Group, including Monki, Weekday, COS, ARKET, and & Other Stories.
• Communicated with customers through various means, including telephone, email, and social media functions.

Achievements:

• Received excellent feedback for tone of voice, empathy for clients, and upselling products across all H&M brands.
• Consistently met or exceeded key performance indicators (KPIs).
• Selected to train and guide new agents in best practices.

Skills Utilised:

• Upselling and promoting products across multiple brands.
• Providing excellent customer service and handling complaints effectively.
• Problem-solving and de-escalation techniques.
• Brand recognition and promotion.
• Teamwork and collaboration with colleagues and management.
• Maintaining a strong focus on KPIs and performance metrics.
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Impact and Goals: My primary objectives were to provide outstanding customer service, promote brand awareness, and meet or exceed performance targets. I consistently met these goals, contributing to the overall success of the customer service team. My ability to empathize with customers and effectively upsell products helped drive sales and foster customer loyalty. Additionally, my role in training new agents ensured the continuation of high service standards across the team.