ESMERALDA SERENE HACHOUF
ENFIELD
Summary
Reliable, very punctual and conscientious. Highly motivated and organised with an innate ability to work under high pressure with limited supervision. Possess excellent communication and interpersonal skills. Proactive with a natural ability to prioritise tasks effectively to achieve team goals. Dedicated, patient, caring individual with a compassionate nature and strong eagerness to meticulously plan activities and adapt own skills. Eager to improve transferable skills, become more versatile and productive to meet new industry requirements in an ever-changing environment. Enthusiastic, well organised and highly motivated individual ever prepared to go the extra mile to meet and exceed expectations. The experience and skills gained to date in various work fields and amongst varying clientele, supporting both young and mature people strengthened work ethics and improved awareness of personal responsibility to prioritise tasks effectively and achieve team goals timely and consistently. Full clean driving license, full extended DBS.
Overview
11
11
years of professional experience
Work history
Personal Trainer, Fitness Coach, Swim Teacher,
Virgin Active - Angel Islington
10.2023 - Current
- Adept at motivating and inspiring individuals to pursue active, healthy lifestyles, providing expert guidance
- Building and sustaining a vast, strong client base, ensuring customer retention through exceptional interactions
- Designing safe and effective exercise programs tailored to help clients achieve their goals
- Providing high-quality customer service, client care, and personalised support
- Actively promoting additional training sessions, group exercises, and fitness improvements to meet and exceed targets., Welcome members, build customer rapport and insure comfort and enjoyability
- Pool supervision to ensure safety and well-being of members, perform first aid, CPR, AED where necessary; regular pool tests and risk assessments for hygiene and safety of the members
- Ensuring member complaints are brought to a satisfactory end.
- Provided 1:1 personal fitness training and regular goal-setting to help clients achieve fitness goals.
- Provided new-member inductions, providing a welcoming facilities tour, advice on fitness timetables and overall customer support.
Swim Teacher
Virgin Active - Crouch End
03.2023 - Current
- Deliver and develop progressive, motivating and effective classes
- Provide a safe and enjoyable environment for all members
- Adapt lesson plans/ teaching approach to tailor instructions to meet specific client needs
- Accurately complete up to date records, track attendance and record improvements, insuring individual, team and department targets are consistently met
- Conduct initial, progressive and summative assessment to various age groups to set realistic goals to track progression and maintain learner motivation and achievement
- Build customer rapport and reinforce member retention by providing feedback on progress, monitor customer feedback and ensure highest standard of customer satisfaction and engagement is maintained
- Engaged, coached and inspired students of all ages to achieve swimming goals.
Lifeguard
David Lloyd - Hatfield
04.2023 - Current
- Welcome member, build customer report and insure comfort and enjoyability
- Pool supervision, finish your safety well-being of members
- Perform regular pool tests risk assessments to ensure hygiene and safety
- Minimised accidents through diligent monitoring.
- Maintained safe, secure environments through careful risk assessments.
- Ensure member complaints are always brought to satisfactory end
Customer Service Representative
Aytun Vocational College
01.2017 - 03.2017
- Managing bookings for business clients
- Monitoring booking using IT software packages
- Liaising and maintaining it related office systems and managing data
- Welcoming and organising customers with business appointments
Front Of House Member/ Customer Service
Nando’s
01.2021 - 04.2022
- Covering all area of a very busy franchise dealing with all types of customers, meeting and exceeding expectations - Managing and organising a variety of live projects
- Reordering stock, tills, customer service, stock replenishment, health and safety assessment, delivery preparation and packaging
- Eagerness and strong desire to driving sales, relying on own initiatives to making customer's journey an enjoyable experience - greeted with a smile - leave with a smile and happy to return
- Liaising with area managers via zoom and other platforms (sending and exchanging briefing reports) to ensure good coordination of activities and all staff all well informed at all times
- Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
- Provided friendly, courteous service, maximising positive customer satisfaction ratings.
Customer Service/ Retail Team Leader
Primark
06.2019 - 01.2020
- Delivering superior customer service in a polite confident and welcoming manner
- Responsibly dealing with customer complaints promptly, processing refunds and sorting customer issues to insure their exceptional shopping experience
- Supervising/supporting my team while serving customers in hectic environments to deliver efficient service
- Liaising and coordinating with suppliers, briefing teams, monitoring the process and making sure things are running efficiently
- Advertise and recommend fashion tips and build genuine customer rapport and loyalty to maximise income and profit
- Maintain articulate manner and smart appearance to maintain welcoming pleasant atmosphere
- Ability to multitask under pressure insuring customer satisfaction at all times
- Experience in all in store retail sectors such as; (tills, customer service, stock replenishment, returns, departments, sorting/ reordering stock in stockroom)
Receptionist/Customer Service Representative
A-MARK COLLEGE
09.2022 - 11.2022
- Attending reception duties (greeting and looking after visitors, dealing with enquiries) and supporting the administration team with a range of tasks
- Making calls in accordance with instructions and using office equipment such as photocopiers, such as printers-fax to update records into an adequate database file type
- Filing documents and maintaining stationery supplies, preparing folders as per requirements, marking work completed by learners and service users
- Ensuring customer's issue is brought to a satisfactory end in a busy work environment by referring queries to the right staff member and managing diaries, adhering firmly to confidentiality.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
Assistant tutor
Kumon Centre
01.2013 - 05.2013
- Handling administration paperwork and keeping records up to date
- Marking work and looking after the welfare of young students and parents attending the centre, monitoring progress of primary and junior school students, maintaining motivation and customer loyalty and satisfaction
- Updated records and progress reporting to enhance accountability.
Education
BA - English Language
QUEEN MARY UNIVERSITY OF LONDON
09/2022 - 07/2025
Diploma of Higher Education -
TrainFitness
2021
Certificate of Higher Education -
Virgin Active
01.2023
NVQ Level 2 -
TRK Global
02.2020
Diploma of Higher Education -
TRK Global
11.2021
IQL Level 2 -
NPLQ
A-Levels -
Barnet College
North London 09/2020 - 07/2021
GCSEs -
Highlands School
London 09/2015 - 07/2019
Skills
- Passionate team player, possess excellent communication and interpersonal skills
- Quick learner, with the ability to multitask and remain calm under pressure to meet team targets and work demands
- Provide excellent customer service, maintaining loyal customer relations and client retention
- Competent user of a variety of IT software packages
- Effective time management, excellent organisational and prioritisation skills and efficient decision making
Interests
Throughout my life, I've been driven by a profound passion for sports, with a particular focus on competitive swimming and athletics. These pursuits not only provide me with a vibrant social circle but also offer a source of relaxation and personal fulfillment. In addition to my athletic endeavors, I'm fueled by a deep love for travel and an unwavering passion for music production.
I am unwaveringly committed to continuous growth and professional development. One of my current career aspirations is to specialise in injury rehabilitation and prehabilitation. Alongside the pursuit of this goal, I'm currently in the process of enrolling in a STOTT Reformer Pilates course, aiming to broaden my knowledge and enhance my skill set further
My ultimate objective is to inspire and empower others to embrace fitness as a way of life, instilling in them the unwavering confidence that comes with such a lifestyle.
Languages
English
Native
Arabic
Elementary
Spanish
Intermediate
French
Elementary
Timeline
Personal Trainer, Fitness Coach, Swim Teacher,
Virgin Active - Angel Islington
10.2023 - Current
Lifeguard
David Lloyd - Hatfield
04.2023 - Current
Swim Teacher
Virgin Active - Crouch End
03.2023 - Current
Receptionist/Customer Service Representative
A-MARK COLLEGE
09.2022 - 11.2022
Front Of House Member/ Customer Service
Nando’s
01.2021 - 04.2022
Customer Service/ Retail Team Leader
Primark
06.2019 - 01.2020
Customer Service Representative
Aytun Vocational College
01.2017 - 03.2017
Assistant tutor
Kumon Centre
01.2013 - 05.2013
BA - English Language
QUEEN MARY UNIVERSITY OF LONDON
09/2022 - 07/2025
Diploma of Higher Education -
TrainFitness
Certificate of Higher Education -
Virgin Active
NVQ Level 2 -
TRK Global
Diploma of Higher Education -
TRK Global
IQL Level 2 -
NPLQ
A-Levels -
Barnet College
09/2020 - 07/2021
GCSEs -
Highlands School
09/2015 - 07/2019