Emma Clare MacConnell Austen
Exeter,Devon
Summary
A motivated, engaging and caring employee with strong organisational skills. Whether in Teaching or Account Management, seeks always to put client relationship and satisfaction at the centre of all work. Shortly after moving into Account Management, was promoted to the role of Training and Onboarding Team manager, where expertise in teaching and leadership skills were consistently used to effectively manage and motivate team members. Keen to use excellent interpersonal skills, as well as those of problem-solving and adaptability to work in a more senior role.
Overview
11
11
years of professional experience
11
11
years of post-secondary education
Work history
Account Manager and Onboarding Team Manager
AZebra Pay
Exeter, Devon
05.2023 - Current
- Monitored customer trends and account performance to proactively identify and rectify challenges.
- Addressed account inquiries and provided updated data from CRM software.
- Built rapport with new and existing customers to boost client retention.
- Documented account activity and worked within data security guidelines to safeguard confidentiality.
- Trained and mentored new account representatives to deliver outstanding service.
- Managed, motivated and developed a team of 5 to consistently deliver exceptional customer service.
- Streamlined processes to improve and optimise office operations.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Developed strong teams by skilfully orienting and training loyal, hard-working employees.
- Managed staffing schedules for employees.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Provided exceptional customer service, exceeding customer expectations.
ESOL/IELTS teacher
Refugee Support Devon
Exeter, Devon
05.2023 - Current
- Worked with refugees to build English speaking skills and transition to life in UK.
- Tailored lesson delivery using proven techniques for students with additional learning needs.
- Delivered remote learning sessions via educational platforms and video conferencing software.
- Offered personalised constructive feedback to improve student development.
- Researched teaching methods, advising colleagues on interesting findings.
- Tutored students struggling with specific barriers to learning.
- Adapted teaching styles and resources to suit student age and ability.
- Related course material to students' interests, preferences and experiences.
- Built rapport with students, incentivising engagement and interaction.
- Helped non-native speakers with confidence and social integration.
Teacher of French and German
Downlands Commmunity School
Hassocks, East Sussex
09.2021 - 04.2023
- Worked collaboratively with other teachers to review data and develop instructional strategies to address student learning objectives.
- Adapted teaching styles and resources to suit varying ages and abilities.
- Provided in-depth feedback and constructive criticism on students' work.
- Completed training courses to keep up-to-date with new teaching methods and developments in the field.
- Created lesson plans and scheduled each day to promote maximum student learning and enrichment.
- Advised and encouraged students to develop abilities.
- Planned lessons according to national standards to cover all requirements and prepare for standardised tests.
- Boosted student success by maximising individual learning, balancing group and individual instruction models to accommodate different academic levels.
- Prepared students appropriately for oral, aural and written exams.
- Supported students in achieving personalised linguistic goals within desired timeframes.
- Prepared students to take official exams, achieving high success rate.
- Created positive learning environments through constructive behaviour management.
- Researched teaching methods, advising colleagues on interesting findings.
- Set and marked written and spoken language exams.
PGCE Experience
Parkside Community School, Joyce Frankland Academy
Cambridge, Cambridgeshire
09.2020 - 06.2021
- Experience teaching: KS3-5 German, KS4-5 Italian, KS3-4 French, IB German and Italian.
- Planned, created and delivered a new KS3 French module that promoted decolonialisation within the curriculum.
Administrative assistant
Aquatic Centre
Limassol, Cyprus
06.2018 - 08.2018
- Assisted with financial tracking and budget enforcement by approving financial expenditures.
- Arranged filing systems for easy use and retrieval by personnel.
- Helped staff to maximise efficiency by providing clerical and secretarial support.
- Processed new customer orders, coordinated related documentation and adjusted account balances.
- Liaised effectively with the marine police.
Volunteer Work
Kijabe Mission Hospital
Kijabe, Kenya
02.2016 - 02.2016
- Efficiently registered new patients in Swahili.
- Assisted with fundraising for children with life-threatening illnesses.
- Provided a point of contact and support for women under duress during their stay.
Italian subtitling
SunsEurope festival
01.2018
- Localized content for cultural relevance among target audiences.
- Researched industry-specific terminology to enhance translation accuracy.
- Evaluated translations against source documentation to validate work accuracy.
Bar staff
Byre Theatre
St Andrews, Fife
01.2017 - 03.2020
- Warmly greeted and served customers, promptly processing payments to minimise wait times.
- Offered friendly, efficient customer service and handled challenging situations with ease.
Tutor
Educo
Italy
06.2019 - 08.2019
- Gained TEFL with Performance and Play certification.
- Tracked student progress through regular assessments, promptly addressing knowledge and skills gaps.
- Built strong and trusting rapport with students, caregivers and school faculties.
- Maximised student retention by providing stimulating learning experiences tailored to individual needs.
- Planned and delivered specific lessons to designated classes and age groups.
- Delivered summer language camps with practical activities, role-plays and audio-visual content.
Wait staff member
Mercure Hotel
Exeter, Devon
08.2015 - 12.2015
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
Weekly Latin teaching
Preshute Primary School
Marlborough, Wiltshire
01.2013 - 01.2015
Joint Editor
Polyglot Magazine
01.2013 - 01.2014
Education
PGCE Modern Languages - Education
University of Cambridge
Cambridge, Cambridgeshire 09.2020 - 06.2021
MA (Hons) German and Italian [Upper Second Class with distinction in spoken German] - Modern Languages
University of St. Andrews
St Andrews 09.2016 - 06.2020
A-Levels - Modern and Classic Languages and Politics
Marlborough College
Marlborough, Wiltshire 09.2013 - 06.2015
GCSEs - Maths, History, English, Biology, Geography, Latin, German, French
Casterton School
Kirkby Lonsdale, Cumbria 09.2008 - 06.2013
Skills
- Multilingual
- Management Experience
- IELTS exam preparation
- A-level course instruction
- GCSE course instruction
- ESOL- English for Speakers of Other Languages
- IELTS preparation
- Educational research
- Leadership
- PADI Open Water Diver
- Mountaineering - Mountain Leader Training completed
- Training and development
- Compliance understanding
- CRM experience
Languages
English
Master or proficient
C2
German
Master or proficient
C2
Italian
Advanced
C1
French
Intermediate
B1
Greek
Intermediate
B1
Timeline
Account Manager and Onboarding Team Manager
AZebra Pay
05.2023 - Current
ESOL/IELTS teacher
Refugee Support Devon
05.2023 - Current
Teacher of French and German
Downlands Commmunity School
09.2021 - 04.2023
PGCE Experience
Parkside Community School, Joyce Frankland Academy
09.2020 - 06.2021
PGCE Modern Languages - Education
University of Cambridge
09.2020 - 06.2021
Tutor
Educo
06.2019 - 08.2019
Administrative assistant
Aquatic Centre
06.2018 - 08.2018
Italian subtitling
SunsEurope festival
01.2018
Bar staff
Byre Theatre
01.2017 - 03.2020
MA (Hons) German and Italian [Upper Second Class with distinction in spoken German] - Modern Languages
University of St. Andrews
09.2016 - 06.2020
Volunteer Work
Kijabe Mission Hospital
02.2016 - 02.2016
Wait staff member
Mercure Hotel
08.2015 - 12.2015
A-Levels - Modern and Classic Languages and Politics
Marlborough College
09.2013 - 06.2015
Weekly Latin teaching
Preshute Primary School
01.2013 - 01.2015
Joint Editor
Polyglot Magazine
01.2013 - 01.2014
GCSEs - Maths, History, English, Biology, Geography, Latin, German, French
Casterton School
09.2008 - 06.2013