Courtney Haywood
Liverpool,Merseyside
Summary
Strategic and results-driven professional with a proven track record of B2B sales as well as working with people struggling with dementia. With over 3 years of experience in the energy sales industry, I specialise in communication and rapport building with clients and have successfully delivered key account management skills for ease of access with customers. My data-driven insights, innovative problem-solving, and push for perfection has allowed me to grow in both employment and my current degree education. Experience in the care industry has given me great compassion towards others and my ability to understand people through body language, when they can't always tell us what's wrong has been crucial for growth and improvement of providing care to others family.
Overview
7
7
years of professional experience
Work history
Retail assistant
Morrison's
Liverpool, Merseyside
10.2024 - Current
- Maintained clean shop floor, promoting a welcoming environment.
- Boosted sales through suggestive selling techniques.
- Guided customers towards appropriate products based on their preferences, boosting overall satisfaction.
- Delivered excellent customer service by answering queries and providing product information.
- Ensured visual merchandising standards with regular display updates.
- Stayed updated on current promotions and new products to provide accurate information to customers.
- Participated in seasonal sale preparations by arranging promotional displays strategically.
- Replenished floor stock and processed deliveries promptly, maximising product availability for customers.
- Built rapport with new and existing customers to boost client retention.
- Organised displays to promote inventory and encourage customer purchases.
Dementia Care Assistant
HICA Group
Hull, Kingston upon Hull
02.2024 - 09.2025
- Assisted in daily living activities for enhanced resident comfort.
- Helped with personal care tasks, promoting hygiene and cleanliness amongst residents.
- Responded promptly to emergency situations, ensuring safety of all residents.
- Respected privacy and dignity of each resident during provision of care services.
- Followed strict dietary plans tailored for each patient's health condition resulting in improved overall health status of residents.
- Encouraged independence among residents whilst assisting them with tasks.
- Adhered strictly to professional standards, regulations and policies at all times while executing duties.
- Documented reports on daily observations accurately, helping in keeping track of every resident's progress over time.
- Maintained a calm demeanour during crisis situations thus providing reassurance to both the residents and their families.
- Monitored vital signs of residents for early detection of health complications.
Retail assistant (Christmas Temporary)
Salisbury's
Hull, Kingston upon Hull
10.2023 - 12.2023
Call centre agent
Resq Limited
Hull, Kingston upon Hull
09.2021 - 10.2023
- British Gas Homecare sales agent for B2C
- British Gas Energy sales agent for B2B SME customers.
- Promoted energy tariffs to businesses through renewals, retention and acquisition. This was greatly rewarding, as I was able to help business owners with energy deals during the height of the energy crisis.
- Advised domestic customers of their homecare renewals and offered advice where it was needed to aid with informed decisions (this sometimes resulted in downgrades as customers were over purchasing).
- Enhanced customer satisfaction by promptly addressing and resolving complaints.
- Utilised multi-line telephone systems for efficient call handling.
- Assisted in training new staff members, fostering a supportive work environment.
- Used persuasive selling techniques to promote company products and services successfully.
- Handled sensitive personal data responsibly whilst maintaining confidentiality.
- Documented all phone interactions for record keeping and quality control purposes.
- Resolved conflicts in a respectful manner, promoting a positive image of the company.
- Managed high volume of inbound calls, ensuring swift response times.
- Underwent training program to prepare for team leadership roles - managing a team, locking hours, daily target updates, providing team morale, evaluating individual performances/ team performances.
- Underwent difficult conversations during leadership, arranging 1-2-1 meetings, disciplinaries, return to works,
Cinema host
ODEON Cinemas
Hull, Kingston upon Hull
05.2021 - 09.2022
- Handled cash transactions at the box office, maintaining accuracy and efficiency.
- Managed ticket sales to ensure smooth entry of patrons.
- Provided excellent customer service for enhanced cinematic experience.
- Helped create a welcoming atmosphere through friendly interaction with patrons.
- Assisted customers with seating arrangements for optimal viewing pleasure.
- Delivered informative announcements before each film screening, providing necessary information.
- Responded to customer queries, ensuring satisfaction.
- Offered guidance on film choices based on individual preferences or age restrictions when asked.
- Maintained cleanliness in cinema areas by regular sweeping and tidying.
Crew Member/ Crew Trainer
McDonald's
Hull, Kingston upon Hull
08.2018 - 05.2021
- Collaborated with team members to maintain a friendly work environment promoting productivity.
- Facilitated smooth flow of customers by effectively managing queues during rush hours.
- Implemented promotional strategies to attract more customers during off-peak hours.
- Resolved customer complaints quickly, restoring trust in our service quality.
- Participated in regular stock takes helping manage supplies efficiently.
- Offered menu recommendations based on customer preferences improving their dining experience.
- Coordinated with kitchen staff for timely preparation of orders reducing wait times for customers.
- Adhered to strict hygiene practices while handling food ensuring safety at all times.
- Handled high-pressure situations calmly providing solutions promptly.
- Assisted in staff training to enhance teamwork and improve service delivery.
- Operated cash registers accurately, ensuring proper handling of transactions.
- Flexibly took on various roles to support workflow.
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
Education
Bachelor of Science - Biomedical Science
University of Liverpool
Liverpool 09.2024 -
Certificate of Higher Education - Chemistry, Biology, Anatomy and Physiology
Hull College
Kingston upon Hull 09.2023 - 06.2024
GCSEs - GCSE
Cottingham High School
Hull, Kingston upon Hull 09.2013 - 06.2018
Skills
- Knowledge in e-commerce platforms
- Money handling proficiency
- Adaptable to peak times
- Communication excellence
- Punctual
- Initiative taking
- Successful up-selling
- Time optimisation
- Strong empathy
- Understanding boundaries
- Using lifting equipment
- Residential home experience
- Mental resilience
- Special dietary needs management
- Health and Safety Compliance
- Biomedical science familiarisation
- Genome sequence data analysis
- Data analysis knowledge
- Calm under pressure
- Strategic planning
- Leadership
- Resourcefulness
Affiliations
- Member of the Board Games Association at my university
- Crochet
- Reading (Currently reading a book around how autism is presented in different individuals)
Accomplishments
Partook in the leadership program at a previous job of mine due to my extensive sales record. I set the record for the most products sold in one day with 42.
References
References available upon request.
Timeline
Retail assistant
Morrison's
10.2024 - Current
Bachelor of Science - Biomedical Science
University of Liverpool
09.2024 -
Dementia Care Assistant
HICA Group
02.2024 - 09.2025
Retail assistant (Christmas Temporary)
Salisbury's
10.2023 - 12.2023
Certificate of Higher Education - Chemistry, Biology, Anatomy and Physiology
Hull College
09.2023 - 06.2024
Call centre agent
Resq Limited
09.2021 - 10.2023
Cinema host
ODEON Cinemas
05.2021 - 09.2022
Crew Member/ Crew Trainer
McDonald's
08.2018 - 05.2021
GCSEs - GCSE
Cottingham High School
09.2013 - 06.2018
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