Heather Brown
Dunfermline,Fife
Summary
Customer-focused professional with a strong belief that a positive attitude leads to positive outcomes. Dedicated to providing exceptional service with kindness and empathy, while building strong rapport with customers and colleagues alike. Known for effective communication skills and a collaborative approach to teamwork. Motivated to approach every task with a solution-orientated mindset, ensuring high levels of customer satisfaction and fostering a positive work environment. Eager to contribute to a dynamic team and create lasting, positive outcomes.
Overview
25
25
years of professional experience
Work History
Library Assistant
Fife Cultural Trust
Glenrothes and Kincardine, Fife
04.2023 - Current
- Assist over 100 customers each day by locating books and signposting services.
- Ensure positive and inclusive environment, enhancing user experience.
- Sort and replenish books to ensure availability of titles and facilitate easy access.
- Established weekly story-time sessions for children to promote reading habits.
- Organise events to increase community engagement.
- Liaise with colleagues to improve library services regularly.
- Update library social media channels to share information on upcoming events.
Pupil Support Assistant
Fife Council
Hill of Beath, Fife
12.2014 - 04.2023
- Meeting educational, social and emotional needs of children.
- Communicating with colleagues, parents and outside agencies.
- Managing challenging behaviour and encouraging positive choices.
- Supporting colleagues with planning, assessment and recording of attainment in order to meet targets.
- Maintaining school library and organising reading related events.
- Managing school's social media
- Leading eco initiatives including setting up of uniform bank.
English as an Additional Language Teacher
City of Edinburgh Council
Edinburgh, Midlothian
02.2009 - 11.2014
- Communicated effectively with non-native speakers of English.
- Prioritised tasks and managed time, working across four different schools with over 100 pupils .
- Prepared and delivered high quality learning experiences.
- Collaborated with other language teachers to create engaging cross-curricular projects.
Primary School Teacher
Fife Council
Cairneyhill, Fife
11.2004 - 01.2008
- Differentiated lesson delivery and class assessments to needs of various abilities, learning styles and educational needs.
- Strengthened class management techniques to elevate student behaviour, improving focus and engagement.
- Stayed up-to-date with changes to school policies and educational trends by attending professional development courses and in-service training.
- Collaborated with administrators to develop classroom policies, management strategies and discipline methods.
Assistant Manager
Cancer Research UK
Edinburgh, Midlothian
08.2001 - 08.2003
- Involved with recruiting, training and supporting of volunteers.
- Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
- Assisted in all store operating procedures such as sorting donations, stock rotation, deliveries, merchandising, pricing, and shop-floor replenishment
- Maintained store appearance, including shelving organisation, store layout and visual merchandise planning.
- Attended weekly meetings with store manager to discuss sales, performance and customer service benchmarks.
- Keyholder responsible for lone working on Sundays and covering absences across three other stores.
Bookseller/Events Co-ordinator
Borders Books and Music
Glasgow, Lanarkshire
12.1999 - 08.2001
- Optimised customer experience, performing store housekeeping tasks to recover sales floor during shift.
- Used extensive knowledge and up-selling skills to maximise sales opportunities.
- Maintained quality of service by maintaining up-to-date knowledge and general industry trends.
- Planned and organised events including book launches, author signings, children's activities and musicians.
Education
PGCE - Education
University of East Anglia
Norwich, Norfolk07.2004
Master of Science - Publishing Studies
Robert Gordon University
Aberdeen, Aberdeenshire11.1999
Bachelor of Arts - Linguistics with the English Language
University of North Wales
Bangor, Gwynedd07.1997
A-Levels - English Language, English Literature, Classical Studies
Canon Slade CofE School
Bolton, 07.1994
Skills
- Customer Service: Active listening, empathy, rapport building
- Communication: Excellent verbal and written communication skills; ability to engage with diverse audiences
- Team Collaboration: Strong interpersonal skills, effective at working in both team environments and independently
- Problem Solving: Solution-orientated approach in resolving customer concerns and queries
- Time Management: Ability to prioritise and manage multiple tasks in a busy environment
Additional Information
Recently completed an online course entitled 'Putting Readers First' which is about understanding what readers need and how they make choices about that they read.
Currently working through an Open University course entitled 'Developing Reading for Pleasure: engaging young readers' which is about how to nurture a love of reading from an early age.
Timeline
Library Assistant
Fife Cultural Trust
04.2023 - Current
Pupil Support Assistant
Fife Council
12.2014 - 04.2023
English as an Additional Language Teacher
City of Edinburgh Council
02.2009 - 11.2014
Primary School Teacher
Fife Council
11.2004 - 01.2008
Assistant Manager
Cancer Research UK
08.2001 - 08.2003
Bookseller/Events Co-ordinator
Borders Books and Music
12.1999 - 08.2001
PGCE - Education
University of East Anglia
Master of Science - Publishing Studies
Robert Gordon University
Bachelor of Arts - Linguistics with the English Language
University of North Wales
A-Levels - English Language, English Literature, Classical Studies
Canon Slade CofE School
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