Georgia Lloyd
Wrexham
Summary
Hardworking and dependable candidate, successful at managing multiple priorities with a positive attitude. I strive to achieve the best in all areas and always eager to learn new skills and undertake new challenges. Results-orientated and high-energy project manager with a talent for leading by example and inspiring peak performance. Recognised for assessing operational needs and developing solutions to save costs, improve revenues and drive customer satisfaction.
Overview
9
9
years of professional experience
Work History
Special Projects Manager
CP Financial
01.2024 - Current
- Organize, lead, and help execute company projects that fall outside the scope of regular duties and require specialised skills & resources.
- Work closely with the New Business Development Team to ensure we appropriately and accurately generate new lead opportunities.
- Analyse complex information and determine appropriate actions for the resolution of the case.
- Preparation of detailed reports using SalesForce and Excel, where required, providing advice on legal liability, quantum, and tactics.
- Negotiating settlement where appropriate, within agreed authority limits.
- Corresponding with all parties professionally to proactively progress the case to conclusion.
- Trained and mentored team members, leveraging previous experiences in boosting project progress.
- Reviewed existing training documentation to identify inefficiencies and built new reports standardizing the employee review process.
- Deliver all departmental KPI's, achieving set targets and objectives within the inbound, outsource and overflow services.
- Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Built relationships with stakeholders and clients through outstanding client management skills.
Case Investigator / Claim Administrator
CP Financial
02.2023 - 01.2024
- Investigated validity of Pension and Investment claims and established liability by reviewing DSAR files and conducting claims team administration for accurate data gathering and analysis
- Upheld compliance to FCA quality standards and turnaround times by embodying best practice principles
- Kept detailed cash-flow reports to monitor and maintain business performance
- Built positive customer relationships for optimised branch loyalty
- Used SalesForce to manage customer data and enhance my understanding of GDPR regulations
- I ensured smooth operations in banking and invoicing by utilizing our CASS permissions effectively when a member of the Finance department was on annual leave.
- Maintained records for large number of investigations in line with reporting practices.
Personal Assistant
Moneypenny
04.2021 - 11.2022
- Used Customer Relationship Management software (CRM) to document customer interactions.
- Receiving a vast amount of calls for Hospitals, Doctor Surgeries, Vets, High End Beauty Venders and Property Agent Companies etc.
- Supported and advised distressed emergency callers to facilitate safe decision-making.
- Building lasting relationships with clients, customers and other team members based on trust and reliability.
- Maintained good customer relationships by quickly resolving issues or complaints in a timely and professional manner.
- Updated and maintained daily call logs using proprietary software.
- Resolved customer complaints with emotionally intelligent conflict resolution, defusing stress and restoring satisfaction before disconnecting.
Beauty and Spa Therapist
Self Employed
09.2019 - 04.2021
- Received 5* reviews on my social media platforms and developed a loyal client base due to my professional and friendly service and making sure each treatment given was my best effort.
- Built and nurtured loyal customer relationships, promoting referrals to increase salon customer bases.
- Maintained knowledge of current treatment procedures and products, providing customers with expert advice.
- Advised customers on optimal products and services to support long-term beauty goals.
- Drove high-margin treatments through research, which greatly increased bookings
- Produced content for my website and social media channels to enhance brand visibility
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
Beauty and Spa Therapist
Carden Park Hotel & Spa
09.2016 - 09.2019
- Maintained exceptional client care standards through considerate communication and attention to detail throughout treatments.
- Created safe, clean environment by sanitising work areas, changing treatment room sheets and sterilising instruments before each use.
- Upsold aftercare products to improve salon profits.
- Developed an extensive and loyal client base, creating memorable client experiences by delivering a warm welcome, exceptional treatment process and outstanding post-treatment care.
- Trained junior team members in beauty principles and specific techniques to maximise team performance.
- Provided a vast range of Spa and Beauty treatments including skin analysis, skin treatments, body exfoliation, body wraps and a variety of different massages depending on clients needs and/wants.
Receptionist & Bar Waitress
The Royal Hotel
01.2015 - 07.2016
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Solved administrative and customer service issues with knowledgeable assistance and friendly support.
Education
BA Criminology - BA Criminology
WREXHAM GLYNDWR UNIVERSITY
01.2022
Level 4 Psychology -
WREXHAM GLYNDWR UNIVERSITY
01.2020
NVQ Level 3 Beauty, Spa And Complementary Therapy
Coleg Cambria
Wrexham2017
NVQ Level 3 ESW Digital Literacy
Coleg Cambria
Wrexham2017
NVQ Level 2 Beauty Therapy
Coleg Cambria
Wrexham2016
Skills
- Project Management
- Public Relations
- Teamwork
- Time Management
- Problem-Solving
- Effective Communication
- Critical Thinking
- Upselling
- Financial Administration
- QuickBooks
- Conflict Resolution
- Employee training and development
- Strategic decision-making
- CRM (SalesForce)
- Social Media Marketing
- SAGE Accounts
References
Available upon request
Timeline
Special Projects Manager
CP Financial
01.2024 - Current
Case Investigator / Claim Administrator
CP Financial
02.2023 - 01.2024
Personal Assistant
Moneypenny
04.2021 - 11.2022
Beauty and Spa Therapist
Self Employed
09.2019 - 04.2021
Beauty and Spa Therapist
Carden Park Hotel & Spa
09.2016 - 09.2019
Receptionist & Bar Waitress
The Royal Hotel
01.2015 - 07.2016
BA Criminology - BA Criminology
WREXHAM GLYNDWR UNIVERSITY
Level 4 Psychology -
WREXHAM GLYNDWR UNIVERSITY
NVQ Level 3 Beauty, Spa And Complementary Therapy
Coleg Cambria
NVQ Level 3 ESW Digital Literacy
Coleg Cambria
NVQ Level 2 Beauty Therapy
Coleg Cambria
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