Georgina Fitzgerald
New Malden
Summary
Personal Profile Results-driven professional with demonstrable experience managing multiple business functions in fast-paced environments and providing executive-level support to management and team members. Dedicated to enhancing processes and providing full support at all levels to ensure the delivery of an excellent customer experience. Hardworking, detail-orientated with the capacity to go beyond what is expected to achieve company goals. Experienced in supervising high-performing teams to ensure all duties are carried out effectively against demanding resource and time constraints. Extremely personable with the proven ability to build productive relationships with clients and employees. Experience handling administration, labour budgets, forecasting, marketing, recruitment, and training. Incredibly passionate about providing exceptional team and customer care and would love the opportunity to expand business knowledge.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
Assistant Manager
The Roebuck
Richmond Hill
09.2020 - Current
- Managed various department-specific initiatives and ensured they were completed according to the set KPIs and within the scope, time and budget
- Developed and implemented administrative policies and procedures to improve efficiency
- Coordinated daily operations (e.g., sales processes, orders and payments, problem-solving)
- Tracked the progress of the weekly, monthly, quarterly and annual objectives against KPIs and targets
- Worked effectively as part of a team to provide a welcoming, responsive and professional service to all clients ensuring all contacts were conducted with a focus on ensuring a high-quality 'customer experience'
- Served as the point of contact for all queries from internal and external stakeholders and ensured all enquiries were resolved within a set timeframe
- Organised and handled all aspects of large functions and events from the ground up
- This included:
- All administrative duties for the events including the recording of event data
- Assisting with the planning and liaising with clients and stakeholders to understand all goals and objectives
- Acted as the main point of contact and provided updates as and when needed
- Handled all challenges and blockers and problem-solved by finding suitable solutions or alternatives where required
- Monitored stock levels of critical resources
- Promoted the events to boost awareness and attendance
- Supported the creation of forecasting and labour budgets
- Communicated relevant strategies and information to team members to achieve KPIs
- Initiated and drove marketing projects to help grow brand awareness and increase sales
- Identified hiring and training needs and recruited and trained new employees
- Evaluated employee performance and provided training and guidance as needed
- Organised team schedules and handled all staff issues with empathy, prudence and diligence
- Key Achievements:
- Consistently exceeded personal KPI's by 40% each month
- Implemented improved administrative processes and sales training that boosted upselling and cross-selling by the customer assistants by 20%
- Earned citations for excellence in areas including work volume; accuracy and quality; ability to learn and master new concepts; positive work ethic; and commitment to providing unsurpassed service
- Promoted to Supervisor within a few weeks of starting role due to hard work, determination and excellent customer service skills
- Consistently rated in the top 95th percentile for competence, quality of work and positive attitude at work.
F&B Supervisor
Warren House Conference Centre
Kingston upon Thames
03.2018 - 09.2020
- Managed key logistical operations for the organisation
- Delivered administrative support to ensure smooth and efficient daily operations, including responding to client enquiries/orders, supporting tracking and managing custom event logistics
- Planned and organized the setup and coordination of restaurant events for 100+ guests
- Established repeat business amongst clients by delivering excellent customer care and going above and beyond to meet client needs
- Sensitively managed the needs of clients with special requirements
- Managed the workflow of a large team by assigning tasks, supporting staff, monitoring results and reporting to senior management
- Key achievements:
- Consistently rated in the top 95th percentile for competence, quality of work and positive attitude at work.
Customer Service Assistant
Da Vinci's Hotel
03.2014 - 06.2016
- Working under the guidance of the Bar and Restaurant Manager, assisted in the smooth running of the organization to deliver a high standard of service and customer satisfaction
- Ensured all customer requests and queries were responded to promptly and with the greatest attention to detail and care to meet customer needs
- Worked effectively in a fast-paced, high-pressure environment to meet targets and KPIs
- Maintained high standards of knowledge of business merchandise, food, service and health and safety to help deliver the best service to customers at all times.
Education
NVQ Level 2 - Business Management
Lifetime Training
London 09.2022 -
GCSEs - English, Maths, History, Religious Education
Immaculate Conception College
Londonderry, Northern Ireland 09.2009 - 06.2010
Level 2 -Customer Service Training & Telephone Techniques - undefined
North West Regional College
2012
Diploma - Creative Media and Journalism
Immaculate Conception College
Londonderry, Northern Ireland 09.2010 - 06.2012
Skills
- Software
- Microsoft: Word, Excel, PowerPoint, Outlook
- Linux/Unix - basic proficiency
- CLAIT qualification
- Sales monitoring
Interests
Keen interest in music, film, nature and socialising. Extremely passionate about supporting charities and has participated in a number of charity events, including a hitchhike to Belfast to raise money for Water Aid.
Timeline
NVQ Level 2 - Business Management
Lifetime Training
09.2022 -
Assistant Manager
The Roebuck
09.2020 - Current
F&B Supervisor
Warren House Conference Centre
03.2018 - 09.2020
Customer Service Assistant
Da Vinci's Hotel
03.2014 - 06.2016
Diploma - Creative Media and Journalism
Immaculate Conception College
09.2010 - 06.2012
GCSEs - English, Maths, History, Religious Education
Immaculate Conception College
09.2009 - 06.2010
Level 2 -Customer Service Training & Telephone Techniques - undefined
North West Regional College
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