GRACE O'CONNOR
Arlesey,Bedfordshire
Summary
A dedicated professional with a strong foundation in understanding individual needs, empathy, and patience. Demonstrates exceptional problem-solving and communication skills, coupled with proven leadership abilities to effectively guide teams and foster collaboration. Committed to leveraging these competencies to address challenges, drive positive outcomes, and support organisational goals.
Overview
1
1
Certification
4
4
years of professional experience
Work history
CHILDREN”S ACTIVITIES LEADER
Junior Adventures Group
Hitchin, Hertfordshire
2026.03 - Current
- Created welcoming sessions that encouraged active participation from 25 children each session.
- Maintained safe, clean facilities to support smooth activity delivery.
- Encouraged arts and crafts, sensory play, and physical activity to foster creativity.
- Administered first aid when needed to protect child health and wellbeing.
- Used positive reinforcement techniques to promote good behaviour throughout sessions.
- Handled children conflict situations promptly to restore calm and safety.
- Maintained open communication with parents about daily events and concerns.
- Cleaned and organised play areas to keep a clean, safe space.
- Followed food hygiene and safety procedures to reduce allergen contamination risks.
BRANCH SUPPORT CONSULTANT
eurochange ltd.
Stevenage, Hertfordshire
2024.07 - 2025.07
- Supported 750+ retail locations across eurochange, Morrisons, and M&S Travel Bureaus, ensuring operational consistency and regulatory compliance across all branches. Handled high-volume operational queries via telephone (up to 200+ calls daily) and ServiceDesk, acting as central escalation and coordination point.
- Led systems and equipment triage, resolving faults in VOIP phones, branch computers, Western Union signature pads, and Barclays PDQ machines, coordinating collections and managing IT escalations end-to-end
- Liaised directly with branches to identify human or system errors, implement corrective actions, and reduce repeat operational incidents
- Managed cross-functional and external coordination, including branch openings and closures, escalations to Mastercard and Western Union, and alarm fault reporting with Kings Security
- Acted as central support hub for frontline retail staff, providing on-call guidance across compliance, sales techniques, system usage, and operational processes
- Managed TNR process, working with currency and finance teams to investigate discrepancies, recover losses, and maintain financial accuracy
- Maintained clear, consistent stakeholder communication across branches, IT, finance, security providers, and external payment partners to ensure service continuity
CUSTOMER SUPPORT INTERN
LOVESPACE
London
2024.04 - 2024.07
- Supported customers across fast-paced digital storage platform, handling time-sensitive enquiries related to bookings, collections, and logistics. Worked within live-chat and CRM-driven support environment, balancing speed, accuracy, and customer experience.
- Delivered real-time customer support via Intercom live chat and HubSpot CRM, managing high-volume enquiries while maintaining clear documentation and smooth case handovers
- Achieved 72% five-star customer satisfaction rating, reflecting consistent service quality and strong written communication
- Identified recurring customer issues and contributed to FAQ and process improvements, helping reduce repeat enquiries and improve self-service resources
ADMIN ASSISTANT
KS CARPET
Arlesey, Central Bedfordshire
2023.08 - 2024.03
- Processed day-to-day administration and customer support for small business operations daily.
- Handled order processing, invoices, and delivery documents with high accuracy.
- Maintained stock and inventory records, reconciling supplier discrepancies and delivery issues.
- Streamlined order tracking and filing systems to reduce errors and delays.
SALES ADVISOR
N01 CURRENCY
Bedford
2022.09 - 2023.08
- Customer-facing financial services role within regulated retail environment, combining sales performance with strict AML, compliance, and cash-handling responsibilities
- Delivered high-quality customer service while processing foreign exchange transactions in full compliance with AML and company procedures
- Exceeded monthly sales targets for Buyback Guarantees (average 30 sold vs. 25 target), contributing to revenue growth
- Handled cash securely and completed daily reconciliations with 100% accuracy, demonstrating trust, attention to detail, and accountability
Education
BSC - SOCIAL SCIENCES
BIRKBECK, UNIVERSITY OF LONDON
London 10/2022 -
A LEVEL’S - Psychology, Philosophy & Sociology
BEDFORD SIXTH FORM
Bedford 09/2020 - 07/2022
Skills
- Understanding individual needs
- Empathy and patience
- Problem-solving
- Communication skills
- Leadership
Certification
- Paediatric First Aid Trained
- Enhanced DBS Certificate
- Food Hygiene Level 2
- Safeguarding Children & Young People Level 3
- SEND, Inclusion, Routine & Behaviour certification
- Positive Behavioural Management certification
- Sensory Processing certification (CPD)
References
References available upon request.
Timeline
CHILDREN”S ACTIVITIES LEADER
Junior Adventures Group
2026.03 - Current
BRANCH SUPPORT CONSULTANT
eurochange ltd.
2024.07 - 2025.07
CUSTOMER SUPPORT INTERN
LOVESPACE
2024.04 - 2024.07
ADMIN ASSISTANT
KS CARPET
2023.08 - 2024.03
SALES ADVISOR
N01 CURRENCY
2022.09 - 2023.08
BSC - SOCIAL SCIENCES
BIRKBECK, UNIVERSITY OF LONDON
10/2022 -
A LEVEL’S - Psychology, Philosophy & Sociology
BEDFORD SIXTH FORM
09/2020 - 07/2022