Coleen Lucas

• Managed high-pressure situations with ease, ensuring customer satisfaction during peak hours.
• Participated actively in staff meetings contributing valuable insights towards improving store performance.
• Improved customer relations by promptly addressing queries and concerns.
• Provided excellent customer service to ensure repeat business.
• Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
• Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
• Applied creative solutions quickly to arising problems impacting customer satisfaction.

During my time at Fitzwilliam, I have built strong relationships with families and the children i have worked with. I have always approached my role with dedication and compassion, working tirelessly to provide consistent support tailored to each child's individual needs. Whether through academic guidance, emotional support, or close collaboration with parents and carers, I have made it a priority to create a safe, nurturing environment where children feel valued and understood. These connections have not only helped the children thrive but have also fostered a strong sense of trust and partnership with their families. I have worked with numerous families to provide extra support and also signposted to parenting programmes that are accessible to them which will also support to improve their home and care.

During my role here i have dealt with a wide range of safeguarding concerns and challenges. Through these experiences I've developed a deeper understanding of trauma-informed practice and we have adapted our safeguarding procedures to be more responsive and proactive.

I have completed tailored interventions daily with children one to one or groups to support with their needs and each case is evaluated and next steps and action plans are implemented to support their individual needs.

I also work alongside the students in the classroom to support with their daily learning of key subjects.

Supported students in lessons and facilitated regulation breaks as needed. Delivered targeted interventions in bridge area for students requiring additional support with regulation and key subject learning.

Then i moved to complete a pastoral role secondment which lasted a year. Working with students that struggled with SEMH and academically. Building positive relationships to support the students to be successful in lessons.

My main responsibilities for leading the 2-3 year old room was, completing rotas and daily planning aligned with key curriculum focus. Enhanced children's learning experience through creative play and interactive activities, implementing age-appropriate tasks for cognitive development. Collaborated with key workers to set and monitor individual targets, ensuring progression in development stages. Provided healthy meals and maintained a safe, stimulating environment for all children.

Delivered personal care to students in an effective manner.

Supported and guided all staff, ensuring efficient support for less experienced team members.

• Created a stimulating environment that encouraged learning and exploration.
• Improved children's social skills through group play and interaction.
• Maintained detailed records of each child's progress and behaviours.
• Provided physical care for infants, ensuring their comfort and wellbeing.
• Communicated effectively with parents regarding the child's day-to-day activities and behaviours.

• Managed daily operations to ensure smooth workflow and efficiency.
• Fulfilled company objectives by overseeing line management responsibilities.
• Planned, scheduled and delegated daily tasks, consistently meeting demands on technical support teams.
• Conducted performance appraisals to develop individual growth plans for all.
• Facilitated training programmes, enhancing staff skills and knowledge.

• Provided excellent service to customers, resulting in repeat business.
• Adapted quickly to different situations maintaining efficiency even under pressure.
• Resolved customer complaints promptly to maintain good relationships.
• Maintained a clean and organised bar, enhancing customer satisfaction.
• Created an inviting atmosphere through friendly interaction with customers.
• Trained new staff members effectively, ensuring top-notch service standards were maintained.
• Developed rapport with regular patrons fostering a loyal customer base.
• Collaborated with team members to provide seamless service during busy periods.

• Provided excellent customer service to ensure repeat business.
• Maintained a clean, organised workspace for the efficient operation of checkout area.
• Provided shopping advice based on customer needs fostering an engaging shopping experience.
• Assisted customers with product selection to ensure satisfaction.
• Collaborated efficiently with team members to maintain smooth store operations.

• Facilitated imaginative play by providing various toys and materials for the children.
• Collaborated with other staff members to organise special events and field trips.
• Ensured every child felt valued and included through careful attention and interaction.
• Maintained safe environment for children by ensuring cleanliness and hygiene in the play area.
• Provided emotional support to distressed children, soothing them effectively.