Hollie Lawless
Summary
I am a graduate with a BA (Hons) in Education from Edge Hill University, where I developed a strong foundation in educational theories, inclusive practices, and student development. Alongside my academic achievements, I gained valuable practical experience working as part of the sales team at IKEA. This role helped me enhance essential transferable skills such as effective communication, problem-solving, and time management. I consistently demonstrated strong interpersonal abilities by actively listening to customers, understanding their needs, and providing tailored support. Additionally, I contributed to a positive team environment by collaborating with colleagues to meet and exceed store objectives. This combination of academic knowledge and real-world experience has equipped me with a versatile skill set, enabling me to support individuals effectively in both educational and customer-focused settings.
Overview
7
7
years of professional experience
2031
2031
years of post-secondary education
Work history
Co-worker
IKEA
04.2022 - Current
- Delivered exceptional customer service, offering tailored support and advice across both the Rugs and Bedrooms departments.
- Built strong product knowledge in key ranges including rugs, PAX, PLATSA, and SKYTTA systems.
- Conducted one-to-one design appointments, helping customers create personalised bedroom storage solutions.
- Organised and managed home deliveries, ensuring accuracy and customer satisfaction.
- Worked both independently and within a team, contributing to an efficient and positive working environment.
- Maintained high visual and operational standards in both departments to support IKEA's brand and customer experience.
- Confidently used IKEA systems such as GADD and MHS to manage stock, customer orders, and transactions.
- Acted as a Digital Buddy, supporting colleagues with training and troubleshooting digital tools and systems.
- Managed stock handling and replenishment, ensuring efficient delivery processing and inventory organisation.
Volunteer
Sandfield Park Schools
West Derby
01.2025 - 03.2025
- Shadowed job coaches supporting students in their supported internships, gaining hands-on insight into workplace readiness support.
- Shadowed the Careers Lead (Sarah Spoor) to develop a strong understanding of career pathways and support planning for SEND students.
- Assisted in preparing descriptor sheets for entry-level King's Trust work qualifications, helping ensure accessibility and clarity for students.
- Provided direct support to students during their internships, encouraging confidence, independence, and workplace engagement.
- Collaborated with Sandfield students to create a music video for the Now Festival at the Blue Coat in Liverpool, promoting student voice and creative expression.
- Gained valuable experience in inclusive education, employability support, and multi-agency collaboration within a SEND setting
Work Placement
Priestley College
Warrington
02.2025 - 04.2025
- Observed Personal Development Programme (PDP) sessions, gaining insight into how colleges support students' personal growth and life skills.
- Attended 1:1 student progress meetings, developing an understanding of how individualised support plans are implemented and monitored.
- Shadowed the college counsellor, learning about the provision of emotional and wellbeing support within an educational setting.
- Participated in a Suicide Awareness discussion, enhancing awareness of mental health issues and the importance of early intervention and support services.
Sales assistant / temporary supervisor
Schuh Warrington
05.2019 - 04.2022
- Customer Engagement: Extended a warm welcome to customers, creating a positive first impression and ensuring a professional in-store experience.
- Personalized Service Delivery: Provided one-to-one customer service by actively listening to needs, offering tailored product recommendations, and ensuring each customer felt valued.
- Effective Stock Management: Managed the stock room efficiently, maintaining accurate inventory levels and supporting the overall retail operation.
- Advanced Communication Skills: Utilized excellent communication abilities to deliver detailed product information, enabling customers to make informed purchasing decisions.
- Order Collection Expertise: Demonstrated reliability and precision in collecting and processing customer orders promptly and accurately.
- Service Excellence: Achieved a mystery shopper score of 96%, reflecting consistently high standards of customer service and operational efficiency.
- Consistent Performance: Received consistently high ratings during monthly service reviews, exemplifying strong performance and commitment to excellence.
- Management Training: Completed PME (People Management Essentials) training, enhancing leadership skills and preparing for future management responsibilities.
Customer Advisor Advance
United utilities
01.2021 - 05.2021
- Handled and resolved customer complaints promptly and professionally, ensuring high levels of customer satisfaction.
- Responded to a wide range of customer queries, providing accurate information and timely solutions.
- Booked service jobs for customers, coordinating effectively with internal teams to ensure smooth follow-up.
- Performed back-office and administrative tasks as required, supporting daily operations and service continuity.
- Utilised systems such as Salesforce to manage customer interactions, log service requests, and track case progress.
- Maintained a high standard of accuracy and attention to detail across all customer service and admin responsibilities.
Team member
Tim Hortons
11.2018 - 05.2019
- Greeted and welcomed customers in a friendly and professional manner, contributing to a positive dining experience.
- Took accurate customer orders, ensuring clarity and efficiency in service.
- Maintained cleanliness of tables, lobby, and dining areas, upholding high presentation and hygiene standards.
- Performed dishwashing duties, ensuring kitchen equipment and utensils were cleaned to a high standard.
- Followed food safety and sanitation procedures, supporting a safe and compliant working environment.
Education
BA (HONS) - Education
Edge Hill University
Access to HE - Social science
The Manchester college
Level 2 Diploma in Media - Media studies
Priestley college
High School - English language, English literature, Maths, Health and social, RE, Science, ICT, Art, History
St Gregory's catholic high school
09.2013 - 06.2018
Skills
- Calm under pressure
- High level of self confidence
- Respectful
- Enthusiastic
- Innovative
- Creative
- Sympathetic
- Encouraging
- Supportive
- Caring
- Understanding
- Organised
- Adaptability
References
References available upon request.
Timeline
Work Placement
Priestley College
02.2025 - 04.2025
Volunteer
Sandfield Park Schools
01.2025 - 03.2025
Co-worker
IKEA
04.2022 - Current
Customer Advisor Advance
United utilities
01.2021 - 05.2021
Sales assistant / temporary supervisor
Schuh Warrington
05.2019 - 04.2022
Team member
Tim Hortons
11.2018 - 05.2019
High School - English language, English literature, Maths, Health and social, RE, Science, ICT, Art, History
St Gregory's catholic high school
09.2013 - 06.2018
Access to HE - Social science
The Manchester college
Level 2 Diploma in Media - Media studies
Priestley college
BA (HONS) - Education
Edge Hill University
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