Kezia McLean
Huyton,Liverpool
Summary
Experienced professional with a background in risk management processes and analysis, client assessment, and project management. Demonstrates exceptional ability to work in fast-paced settings while maintaining attention to detail and methodical planning. Adept at customer care, performance management, and housing systems knowledge. Possesses excellent written and verbal communication skills, aiming to leverage these competencies for continued career growth in dynamic environments. Excellent time keeping skills with a commitment to providing a high standard of administration work.
Overview
25
25
years of professional experience
2024
2024
years of post-secondary education
Work history
Beauty Therapist Trainer
Luxe Salon
Huyton, Knowsley
02.2023 - Current
- Fostered an environment conducive to learning through engaging and supportive coaching methods.
- Demonstrated strong attention to detail whilst performing intricate beauty procedures like threading or lash application.
- Ensured client satisfaction by providing excellent beauty treatments and services.
- Improved customer experience with friendly service and professional advice on beauty products.
- Worked as part of a team, contributing to a harmonious working environment.
- Utilised appropriate sterilisation methods ensuring safety of equipment used in salon services.
- Handled cash transactions accurately, promoting trust amongst clientele.
- Offered tailored beauty consultations, resulting in personalised service delivery.
- Prepared detailed training materials, ensured ease of understanding for all participants.
- Implemented an interactive e-learning platform, enhanced accessibility of training resources.
Process and Compliance Co-Ordinator
Firstark (Knowsley Housing Trust)
Prescot, Merseyside
03.2019 - 01.2023
- I managed a new project that Firstark took over in March 2017, I managed the Sports Centre Building and the user groups within the Centre such as the boxing club, football teams, bowling teams, dance classes, self-defence and karate classes.
- As this was a new project that Firstark had taken on, I am the lead project manager where I also led in doing a launch event for the public to come along and see the venue with lots of fun activities for adults and children to participate in.
- Key tasks for this role include: Setting up new user agreements and policies, making sure we have the correct policies and procedures in place, writing up SLA's for our internal contractors.
- Having discussions and meetings around Budget's and also being first point of contact for all user groups.
- Improved company customer service rating by 80% since we took over the building.
- Achieved more social value in a run down area by adding more activities and groups to the Centre that benefit people of all ages.
- Worked with the Compliance team to carry out all Health and Safety reports and keeping the database updated with all fire safety and compliance related documents and progress reports.
- Assisted various business groups with documentation such as user agreements and health and safety requirements.
- Mitigated risk exposure by conducting thorough compliance assessments.
- Analyzed departmental documents for appropriate distribution and filing.
- Collaborated closely with senior leadership to formulate strategic plans addressing potential risks.
- Coordinated internal audits, identified areas of non-compliance and reported to correct department.
- Obtained documents, clearances, certificates and approvals from all user groups.
- Verified data integrity, maintaining high levels of accuracy across all reports.
- Played pivotal role in preparing organisation for external audits by authorities.
Programme Co-Ordinator
Firstark (Knowsley Housing Trust)
Prescot, Merseyside
02.2016 - 03.2019
- Working for the charitable arm of the Firstark organisation - One Ark, which involves investing in local social enterprises to deliver key business objectives associated with improving the lives of the tenants and communities in which the organisation serves.
- Project Management of all enterprises delivering social value, ensuring appropriate performance measurement processes are in place.
- Sending emails and letters to internal and external customers, liaison with finance and all key stakeholders, customer satisfaction monitoring, providing support and guidance.
- Completion of social accounts information from around the business, capturing all the data and measuring the impact of a variety of activities that take place across the First Ark group.
- Raising an checking invoices and purchase orders.
- Analyzing and interrogating the systems which add social value and incorporating them into the social accounts.
- Engaging with the Evolve team to do the process mapping and SOP's for the One Ark team.
- Analyze information, produce reports, doing case studies on previous projects and presenting them at meetings.
- Within this role I was also the social impact trainer for the company, training all staff across the business on how to monitor social value and social impact in order for myself to collate the information at the end of every financial year.
- Created multimedia presentations for enhanced understanding.
- Developed new process for employee evaluation which resulted in marked performance improvements around Social Impact.
- Organised team-building activities, fostering a collaborative work culture.
Customer and Process Co-Ordinator
Firstark (Knowsley Housing Trust)
Prescot, Merseyside
02.2015 - 02.2016
- I dealt with any ongoing complaints and queries from the contact centre staff and liaised with all the different departments from around the business.
- Dealt with any procedures that were not being followed correctly by contractors or staff and doing my best to solve the issues immediately.
- Documented everything onto spreadsheets and produced customer journeys from the beginning of the process to the end, then transferred this onto a costing sheet to monitor how much certain job's cost the business.
- Supported the business in improving operations and resolving issues to deliver top-notch customer service.
- I covered the planning and performance, where I monitored and updated the Rota and kept an eye on time keeping, shift changes and flexi, whilst doing this I had to keep an eye on the board and the stats.
- Coordinated staff training sessions to enhance skills and knowledge base.
Customer Access Advisor
Firstark (Knowsley Housing Trust)
Prescot, Merseyside
06.2013 - 02.2015
- I worked in the contact centre where my main responsibilities were dealing with all customer enquiries concerning any element of the business either over the telephone by email or face to face as I also covered the one stop shops and the front counter.
- Chased, raised and allocated any repairs and defects on new builds which I done my best to resolve at first point of contact.
- Took rent payments and set up arrangements and direct debits using Allpay and Callpay and Ebis for rent refunds.
- Covered a lot of administration duties whilst on reception as I dealt with a lot of property pool queries and dealt with applicant's applications and documentation.
- Used CRM, IBS, Oneserve and Opti for booking in repairs and all microsoft office packages.
- Liaised with other organisations such as council members and external contractors. I also had to liaise with housing officers and rent officers and other departments within Firstark and Vivark.
Help Desk Advisor
Modern Housing Solutions
Speke, Liverpool
09.2008 - 05.2013
- Company Overview: This is an army housing company
- I received incoming calls from occupants that have faults with their properties, booking in appointments for engineers or surveyors to go out.
- Calling through to engineers and other local offices, sending emails, letters etc to occupants and contractors.
- Booking hotels for occupants with emergencies and filling out forms online for each job and processing them.
- This is an army housing company
Beauty Therapist
Emma Rose Beauty
Kirkby, Knowsley
06.2000 - 08.2008
- Maintained professional client records for effective treatment tracking.
- Adapted beauty treatments to address individual client needs.
- Executed meticulous eyebrow shaping, enhancing clients' natural features.
- Offered expert skincare advice, resulting in increased product sales.
- Facilitated a relaxing environment with calming aromatherapy techniques.
- Provided exceptional customer service, ensuring repeat client bookings.
- Implemented hygienic practices to maintain a clean treatment space.
- Built and nurtured loyal customer relationships, promoting referrals to increase salon customer bases.
- Carried out day-to-day tasks with enthusiasm, enhancing salon environments with continued positivity.
Education
NVQ Level 3 - HABC Level 3 in Education And Training
Highfield
NVQ Level 3 - Beauty
Knowsley College
Liverpool 09.1998 - 06.2000
GCSE - English Language, English Literature, Maths, Science, Business Studies, I.T
St Thomas Beckett R.C High School
Huyton, Knowsley 09.1993 - 06.1998
Skills
- Risk management processes and analysis
- Ability to work in a fast paced setting
- Client assessment and analysis
- Methodical approach to planning and organizing
- Project Management and Coordination skills
- Customer Care skills
- Strong written and verbal communication
- Attention to detail
- Knowledge of housing systems
- Performance Management
Custom
Available upon request
Timeline
Beauty Therapist Trainer
Luxe Salon
02.2023 - Current
Process and Compliance Co-Ordinator
Firstark (Knowsley Housing Trust)
03.2019 - 01.2023
Programme Co-Ordinator
Firstark (Knowsley Housing Trust)
02.2016 - 03.2019
Customer and Process Co-Ordinator
Firstark (Knowsley Housing Trust)
02.2015 - 02.2016
Customer Access Advisor
Firstark (Knowsley Housing Trust)
06.2013 - 02.2015
Help Desk Advisor
Modern Housing Solutions
09.2008 - 05.2013
Beauty Therapist
Emma Rose Beauty
06.2000 - 08.2008
NVQ Level 3 - Beauty
Knowsley College
09.1998 - 06.2000
GCSE - English Language, English Literature, Maths, Science, Business Studies, I.T
St Thomas Beckett R.C High School
09.1993 - 06.1998
NVQ Level 3 - HABC Level 3 in Education And Training
Highfield
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