Summary
Overview
Work History
Education
Skills
Timeline
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Callan Thomson

Edinburgh

Summary

I’m a motivated and approachable professional with over 7 years of experience in customer service, including 4 years in hospitality. As an Assistant Manager in a busy bar, I’ve learned how to keep calm under pressure, solve problems quickly, and support my team in delivering excellent service. While I’ve enjoyed the fast-paced world of hospitality, I’m ready to take on a new challenge and follow my passion for IT.

Technology has always fascinated me. I studied IT at college, worked as an Assistant Data Analyst, and spend much of my free time programming and exploring new tech. I really enjoy problem-solving, figuring out how things work, and helping others with tech issues. Those experiences have made me realize that IT infrastructure support is the perfect career path for me.

I’m excited about the opportunity to join Royal London as an IT Infrastructure Administrator Apprentice. I’m eager to learn, grow, and be part of a team that values collaboration and innovation. With my customer service experience, passion for technology, and strong problem-solving skills, I’m confident I’ll be able to make a positive impact and thrive in this new role.

Overview

2026
2026
years of professional experience
1
1
year of post-secondary education

Work History

Assistant manager

Belushis Bar (Beds & Bars)
Edinburgh, Edinburgh
12.2023 - Current
  • Engage with customers in a friendly and approachable manner
  • Keeping up with orders efficiently often using multi-tasking techniques like batching or prepping ingredients
  • Addressing complaints or issues diplomatically and working to resolve them quickly
  • Designed and implemented training to further develop staff based on business goals.
  • Investigated issues affecting group operations, prepared reports and helped correct problems.

Assistant Data Analyst

Caledonia Tutors
Edinburgh
02.2023 - Current
  • Analysing student performance data to identify areas of improvement
  • Generating regular reports and dashboards to communicate key insights to stakeholders, including management, instructors, and customers.
  • Analysing customer data to understand customer behaviour, preferences, and satisfaction levels, informing marketing strategies and customer retention efforts.
  • Analysing scheduling data to ensure efficient use of tutoring resources, minimizing downtime, and maximizing tutor availability during peak times.

Manager

Urban Elephants Hostel
Bratislava
10.2020 - 10.2022
  • Managing and working the hostel bar.
  • Serving and cooking meals for up to 30 guests.
  • Training staff in using reservation and property management software, as well as Microsoft office software.
  • Diagnosing and resolving technical issues efficiently
  • Keeping track of reservations, room assignments, housekeeping schedules, and various administrative tasks.
  • Dealing with guest disputes and staff conflicts diplomatically and professionally.
  • Using customer service software to provide the best customer service to boost positive reviews.
  • Listening to guest feedback and using it to improve services and facilities for maintaining and growing the hostel's reputation.
  • Juggling multiple tasks simultaneously, such as checking in guests while handling phone calls and addressing staff questions.
  • Hosting weekly meeting with up to 20 volunteers



Branch Assistant

Bookers Cash and Carry
Dumfries/Edinburgh
6 2018 - 9 2023
  • Using POS software.
  • Managing over 30 customer calls per day.
  • Replying to emails.
  • Interacting with retailers or business customers in order to address inquiries, resolve issues, and ensure customer satisfaction.
  • Prioritising incoming communications to filter out basic requests and minimise disruptions.
  • Partnered with management to implement processes and complete specific tasks.
  • Inspecting products for quality and compliance with standards.

Education

Certificate of Higher Education - Computer Science

Dumfries And Galloway College
Dumfries
08.2016 - 08.2017

Skills

  • Detail-oriented
  • Leadership excellence
  • IT Support and Troubleshooting
  • Time management skills
  • Strong IT Skills
  • Networking Basics
  • Customer service skills
  • Managing concurrent tasks
  • Problem solving
  • Data Analysis
  • Hospitality professional


Timeline

Assistant manager

Belushis Bar (Beds & Bars)
12.2023 - Current

Assistant Data Analyst

Caledonia Tutors
02.2023 - Current

Manager

Urban Elephants Hostel
10.2020 - 10.2022

Certificate of Higher Education - Computer Science

Dumfries And Galloway College
08.2016 - 08.2017

Branch Assistant

Bookers Cash and Carry
6 2018 - 9 2023

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Callan Thomson