Carajaun Colman
Bathgate,West Lothian
Summary
Reliable and flexible individual who can work well on my own or as part of a team. Friendly with a positive attitude with years of experience in customer service with computing and telephone skills and a full PVG disclosure check certificate. Passionate about delivering outstanding quality and service and taking pride in my work. Eager to develop my skills and career. Took a break from employment to care for my autistic son and in this time I built my own craft business and developed more of my education but feel I am more suited to employment working within the community.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Community Centre Manager
IWGPLC
Broxburn
12.2024 - Current
- Managed daily operations of the centre, overseeing staff performance and facility maintenance for optimal functioning.
- Oversaw daily operations to align with centre vision and maintain best practices and quality standards.
- Conducted regular performance evaluations of staff, providing constructive feedback and setting development goals.
- Managed and trained staff to meet centre objectives and complete projects and tasks.
- Monitored inventory levels, ensuring adequate supplies were available to meet daily operational needs.
- Organised events and activities to network with peers and develop long-term professional relationships.
- Facilitated team meetings, encouraging open communication and collaborative problem-solving among staff.
- Addressed customer complaints with professionalism, resolving issues promptly to maintain high satisfaction levels.
- Reviewed and updated centre policies and procedures, ensuring compliance with legal and regulatory requirements.
- Conducted market research to stay informed about industry trends and competitor activities.
- Developed and implemented strategic plans to enhance centre productivity and customer satisfaction levels.
- Formulated and submitted regular reports to inform management regarding status and progress of centre projects.
- Negotiated contracts with suppliers, securing cost-effective deals for office supplies and equipment.
- Wrote, edited and distributed newsletters to share information, developments and updates of centre.
- Acted as organisation's representative at industry events.
- Booked conference rooms and assisted in setting up equipment to schedule centre events.
- Managed office correspondence, including emails, phone calls and mail, efficiently and promptly.
- Managed daily office operations, coordinated meetings, and scheduled appointments for seamless business functionality.
- Handled incoming calls and correspondence, providing timely responses to enquiries and bolstering company communication.
- Coordinated fast, accurate clerical work for forms, files and general data entry.
- Delegated office administration tasks for smooth front-of-house management.
- Maintained strict confidentiality and discretion when processing sensitive data and information.
- Maintained excellent team relationships by proactively helping others with complex problem-solving tasks.
- Oversaw effective file management to keep office records up-to-date.
- Supervised front desk operations, greeting visitors and directing them to appropriate departments or individuals.
- Facilitated smooth running of office equipment, conducted routine maintenance checks, and liaised with technicians for repairs.
- Kept team in compliance with office policies, safety processes and industry requirements.
- Applied strong problem-solving skills to address and resolve office-related issues promptly, minimising disruption to business operations.
- Greeted and welcomed visitors, alerting relevant staff of guest arrival.
- Processed expense claims and managed petty cash, maintaining accurate financial records for audit purposes.
- Communicated with office managers to understand department priorities and workload.
- Collected and distributed incoming post and prepared outgoing post for collection.
- Maintained confidentiality of sensitive information, adhering to data protection regulations and upholding company integrity.
- Assisted customers in selecting products, offering detailed advice to meet their needs.
- Delivered exceptional customer service, resolving issues to ensure customer loyalty and repeat business.
- Shared new products and promotions with customer to encourage sales.
- Advised customers on product range, price, delivery, warranties and product use.
- Maintained an up-to-date knowledge of product features, benefits, and availability.
Bar Supervisor
The New Royal Bar
Bathgate
09.2022 - Current
- Trained new staff on bar operations, cocktail preparation, and customer service standards.
- Maintained clean, organised bar in line with hygiene regulations.
- Trained newly hired employees on service techniques, company procedures and safety processes.
- Handled cash transactions and operated point-of-sale systems with accuracy and integrity.
- Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
- Optimised customer experience, serving each guest with sincere, positive and enthusiastic attitude.
- Effectively and efficiently dealt with customer complaints, providing solutions and managing resolution.
- Mixed drinks and served wine, beer and non-alcoholic beverages for multiple guests simultaneously.
- Balanced cash registers, reconciled transactions and deposited establishment's earnings.
- Managed bar inventory, conducted stock takes, and placed orders to maintain optimal supplies.
- Scheduled employees to keep shifts well-staffed.
- Customised drink orders based on customer preferences, demonstrating versatility and expertise.
- Maintained brand image by keeping neat personal appearance.
- Processed cash, credit card and voucher payments to fast track process.
- Maintained facility compliance with health codes, sanitation requirements and licence regulations.
Retail Supervisor
Kidzeco CIC
Bathgate/Livingston, West Lothian
04.2022 - 12.2024
- Consistently offered high-quality assistance by understanding and answering customer inquiries.
- Supported vulnerable families from diverse backgrounds with complex circumstances
- Supported vulnerable volunteers with additional support needs and mental health issues
- Coordinated with the management team to plan and execute promotional events, driving sales growth.
- Facilitated team meetings, encouraging open communication and collaboration amongst staff members.
- Assisted in the development and implementation of store's new policies and procedures, designed to improve operations.
- Oversaw visual merchandising, ensuring displays were attractive and in line with brand standards.
- Handled customer complaints with empathy and efficiency, resolving issues to maintain positive relationships.
- Supervised team of retail assistants, delegating tasks and monitoring performance for optimal store operation.
- Coordinated staff schedules, ensuring adequate coverage during peak times without overspending on labour.
- Conducted regular performance reviews for staff, providing constructive feedback and career development advice.
- Trained new staff on store policies, product knowledge, and customer service excellence.
- Kept track of sales records, figures, employee performance and expenditures on, providing monthly reports on these to management.
- Maintained high standards of cleanliness and organisation throughout the store, creating a welcoming environment.
- Monitored compliance with health and safety regulations, conducting regular inspections and training sessions.
- Assisted in training junior employees, training in matters including sales techniques, company policies and effective customer communication methods.
- Utilised exceptional customer service skills to create welcoming atmosphere for visitors.
- Supervised sales assistants in merchandising goods, processing payments and resolving product-related issues to maintain store shopping standards.
- Led by example, demonstrating exceptional customer service and work ethic, inspiring staff to exceed company expectations.
- Trained staff on emergency health and safety procedures and guided employees on evacuation procedures to minimise incidents.
- Acted as a key holder, responsible for opening and closing the store, ensuring security protocols are followed.
- Oversaw cash management, including till reconciliation and bank deposits, petty cash and maintaining accurate financial records.
- Processed credit card and cash payments with accuracy.
- Responded to customer inquiries with relevant information.
- Answered calls and emails with excellent communication and customer service
- Maintained accurate and up to date records and safe guarded personnel files
- Fostered a positive working environment, encouraging teamwork and collaboration.
Display Creator
Self Employed
bathgate
05.2018 - 01.2022
- Delivered exceptional service to each customer by listening to ideas and answering questions
- Customised customer experiences to build brand loyalty
- Built and maintained positive client relationships
- Led steady and productive operations
- Employed excellent time management skills to maximise task completion and reduce errors
- Kept up to date with computer software to be able to design arrangements and displays for clients
- Created balloon arrangements and personalised gifts
- Excelled at real-time problem resolution during challenging scenarios.
- Worked well under pressure
- Leveraged social media platforms to distribute content and amplify reach, monitoring engagement metrics to gauge success.
Call Centre Advisor
HMRC
Livingston, West lothian
03.2008 - 08.2017
- Provided a friendly, supportive and empathetic approach when dealing with complex customer cases.
- Kept customer records updated and accurate by asking details during calls and documenting onto system.
- Asked customer security questions before providing personal details, following confidentiality laws.
- Increased customer satisfaction by offering friendly, helpful and informative customer service.
- Dealt with complex customer complaints professionally and politely, resolving issues with favourable solutions.
- Maintained detailed product knowledge to competently and expertly advise customers.
- Applied correct hold and transfer procedures, consistently keeping call times within timeframe target.
- De-escalated complaints by maintaining empathetic and professional tone while resolving issues.
- Maintained target minute average call duration by processing enquiries and navigating system efficiently.
- Employed active listening to identify customer needs and resolve their issues
- Stayed updated on tax rules and regulations to effectively describe any amounts due and help resolve any issues that may arise.
- Processed payments in line with company policies, keeping thorough documentation for management team review.
- Handled and quickly resolved customer issues regarding matters such as payment disputes and customer service problems.
- Answered and dealt with several customer cases per day, regarding complex problems or difficult situations.
- Ability to use multiple software systems at the same time
Education
Practitioner - HENRY practitioner training
Kidzeco
Livingston2024
Mental Health First Aid - Mental Health
Kidzeco CIC
Bathgate2023
Scottish Qualifications Certificate - Parapsychology
Centre of Excellence
online2022
Scottish Qualifications Certificate - Canine First Aid
Centre of Excellence
Online2022
First Aid at Work - First Aid
Alba Healthcare
Bathgate2022
Scottish Qualifications Certificate - English
Bathgate Academy
West Lothian2007
Scottish Qualifications Certificate - Maths
Bathgate Academy
West Lothian2007
Scottish Qualifications Certificate - Physical Education
Bathgate Academy
West Lothian2007
Scottish Qualifications Certificate - Hospitality
Bathgate Academy
West Lothian2007
Scottish Qualifications Certificate - Social and Vocational Skills
Bathgate Academy
West Lothian2007
Scottish Qualifications Certificate - Modern Studies
Bathgate Academy
West Lothian2007
Skills
- Account security management
- GDPR compliant
- Complaint handling and resolving
- Virtual payment processing
- Client advising
- Call recording
- Professional phone manner
- Works well on my own or as part of a team
- Email writing
- Computer literate
- Patient and calm
- Multitasking
- Phone system adept
- Target-driven
- Excellent communication
- Script reading
- Performance level monitoring
- Payment processing
- Customer relationship building
- Multi-tasking abilities
- Event display management
- Interior and exterior displays
- Product design
- Works well under pressure
- Good improvising to solve problems
- researching
- Building rapport
- communication
- supporting vulnerable people
- Customer service
- Team supervision
- Facility management
- Staff training
- MS office proficiency
Hobbies
- dog walking
- organising
- reading
- crafting
Certification
- First Aid at Work certified
- Mental Health First Aid certified
- HENRY Practitioner Trained
- Safe Sleep Scotland Trained
- Canine First Aid
- Parapsychology
- PAT Testing Trained
Timeline
Community Centre Manager
IWGPLC
12.2024 - Current
Bar Supervisor
The New Royal Bar
09.2022 - Current
Retail Supervisor
Kidzeco CIC
04.2022 - 12.2024
Display Creator
Self Employed
05.2018 - 01.2022
Call Centre Advisor
HMRC
03.2008 - 08.2017
Practitioner - HENRY practitioner training
Kidzeco
Mental Health First Aid - Mental Health
Kidzeco CIC
Scottish Qualifications Certificate - Parapsychology
Centre of Excellence
Scottish Qualifications Certificate - Canine First Aid
Centre of Excellence
First Aid at Work - First Aid
Alba Healthcare
Scottish Qualifications Certificate - English
Bathgate Academy
Scottish Qualifications Certificate - Maths
Bathgate Academy
Scottish Qualifications Certificate - Physical Education
Bathgate Academy
Scottish Qualifications Certificate - Hospitality
Bathgate Academy
Scottish Qualifications Certificate - Social and Vocational Skills
Bathgate Academy
Scottish Qualifications Certificate - Modern Studies
Bathgate Academy