Emily Beatrice Hall
Pocklington, York,East Riding of Yorkshire
Summary
Quick learner with strong adaptability to diverse personalities, enhancing support for end-users with varying technological abilities. Competent in IT troubleshooting and maintaining composure in high-pressure situations. Committed to expanding existing knowledge and skills while pursuing further development in IT roles. Scheduled to take the CompTIA+ exam later this year.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
Work history
Service Desk Engineer
The Insurance Emporium
Ouseburn, York, North Yorkshire
02.2023 - 02.2026
- Triaged and prioritised incidents and service requests based on Impact and Urgency matrix.
- Resolved incidents and fulfilled service requests effectively to enhance user satisfaction.
- Onboarded new employees across all Departments & streamlined onboarding processes for improved experience.
- Collaborated with Infrastructure team to improve knowledge sharing and shadow complex troubleshooting cases.
- Installed software and upgraded hardware,
- Used computer management tools for updates.
- Updated and maintained IT Department rota to meet staffing and business demands efficiently.
- Obtained quotes and ensured timely completion of purchase orders to maintain optimal stock levels.
- Managed IT purchase register to facilitate prompt invoicing for Finance Department.
- Assisted in project management and problem management activities to support ongoing initiatives.
Customer Contact Advisor
The Insurance Emporium
Ouseburn, York, North Yorkshire
04.2021 - 02.2023
- Efficiently handled customer queries via telephone and email, maintaining high satisfaction levels.
- Provided comprehensive insurance quotes for various coverage types including pets and equipment.
- Guided customers through claims processes with clear instructions and status updates.
- Utilised IBM software to securely manage confidential customer data and insurance policies.
- Delivered empathetic support to customers navigating difficult claims situations.
- Trained new employees on system functionalities to enhance team efficiency.
Cashier
Nando's
York, North Yorkshire
02.2020 - 04.2021
- Assisted in food preparation, adhering to Nando's recipes and standards.
- Maintained cleanliness and organisation in kitchen and dining areas following health regulations.
- Monitored dining area to deliver attentive service.
- Collaborated with team members to optimise service efficiency.
- Processed payments accurately and balanced cash registers at shift end.
Sales Advisor / Merchandiser
New Look
York City Centre, North Yorkshire
10.2017 - 01.2020
- Suggested suitable products to customers for enhanced shopping experience.
- Delivered exceptional customer service, addressing customer queries and handling customer complaints.
- Supported team by demonstrating respect and willingness to help.
- Arranged product displays to maximise cross-selling opportunities and increase sales.
- Monitored and refreshed displays to attract customers.
- Displayed energy and enthusiasm in fast-paced environment.
Services Project Office Administrator
Softbox Ltd. (boxxe)
York, Green Park Business Centre, North Yorkshire
07.2016 - 09.2017
- Established trusting relationships with colleagues and clients to identify JUD devices needing upgrades.
- Upgraded JUD devices manually within warehouse environment.
- Maintained an extensive spreadsheet for locating and tracking thousands of assets.
- Scheduled dispatch of upgraded hardware to external governmental organisation.
- Ensured adherence to project deadlines throughout the process.
- Reported weekly progress to Project Manager, maintaining transparency.
Sales Advisor / Trainee Visual Merchandiser
New Look
York, Monks Cross, North Yorkshire
09.2014 - 07.2016
- Supported customers on the shop floor, tills, and fitting rooms with strong product knowledge.
- Took ownership of the Denim department, re-organising layout and improving visual standards.
- Increased weekly denim sales from £2,000+ to £6,000+, earning a Top Talent award.
- Assisted with visual merchandising updates, floor moves, and overnight shifts.
- Helped with deliveries, stock replenishment, and maintaining store presentation.
Waitress
Aroma Coffee Shop
Haxby, York
01.2013 - 09.2014
- Maintained clean and organised dining area for customer comfort.
- Improved customer satisfaction by providing efficient and friendly service.
- Handled cash transactions accurately, ensured balanced till at end of shift.
Education
BTEC Level 3 Extended Diploma - Business Studies
York College
York, England 09.2014 - 06.2016
Subsidiary Diploma - Graphic Design
York College
York, England 09.2013 - 06.2014
Some College (No Degree) - GCSEs
Joseph Rowntrees Secondary School
York 09.2008 - 07.2013
Skills
- IT Systems & Administration
- Endpoint & Remote Support
- Hardware Maintenance
- Application & Platform Knowledge
- Security & Connectivity
- Deployment & Change Management
- User Training & Customer Service
- Adaptability & Problem Solving
Affiliations
- Long distance walks & running
- Gym (weight lifting)
- Yoga / Pilates
- Gaming
- Skiing
- Fashion
- Travel
- DIY crafts & textiles
References
References available upon request.
Timeline
Service Desk Engineer
The Insurance Emporium
02.2023 - 02.2026
Customer Contact Advisor
The Insurance Emporium
04.2021 - 02.2023
Cashier
Nando's
02.2020 - 04.2021
Sales Advisor / Merchandiser
New Look
10.2017 - 01.2020
Services Project Office Administrator
Softbox Ltd. (boxxe)
07.2016 - 09.2017
BTEC Level 3 Extended Diploma - Business Studies
York College
09.2014 - 06.2016
Sales Advisor / Trainee Visual Merchandiser
New Look
09.2014 - 07.2016
Subsidiary Diploma - Graphic Design
York College
09.2013 - 06.2014
Waitress
Aroma Coffee Shop
01.2013 - 09.2014
Some College (No Degree) - GCSEs
Joseph Rowntrees Secondary School
09.2008 - 07.2013