Laura Finlay
Bangor,United Kingdom
Summary
A highly organized and proactive professional with a strong background in customer service, administration, and team coordination. With several years of experience in fast-paced environments, I have honed my ability to manage multiple tasks simultaneously, prioritize effectively, and maintain a high level of accuracy in all aspects of my work. I am skilled in both written and verbal communication, able to provide clear, concise information to diverse stakeholders, and consistently ensure customer satisfaction.
Throughout my career, I have demonstrated a keen attention to detail, whether processing documents, managing schedules, or maintaining records. I am adept at using MS Office Suite and other office software to streamline administrative processes, generate reports, and manage data efficiently. My ability to collaborate within teams, take the initiative in problem-solving, and manage competing priorities has consistently contributed to the success of my previous roles.
Overview
24
24
years of professional experience
10
10
years of post-secondary education
Work history
Project manager
Mango Direct Marketing
Bangor, Ards and North Down
04.2009 - Current
- Led across departmental teams to deliver multiple projects simultaneously
- Ensuing alignment with business goals and also client expectations
- Managing stakeholder communication throughout the project and into Go Live
- Mitigated potential risks effectively, safeguarded against possible pitfalls within projects.
- Developing and maintaining project documentation
- Ensured effective resource allocation with meticulous project scheduling.
- Developed comprehensive project plans for successful execution and delivery.
- Identified risks, implemented mitigation strategies for secure project outcomes.
- Overseeing any change requests from clients or scope adjustments, to ensure that this are completed on time with minimal affect on timeline.
Team leader
Anderson Manning Associates
Bangor, Ards and North Down
09.2007 - 03.2009
- Supervise and lead a team of Customer service agents.
- Assign tasks and manage workloads to ensure timely completion of projects.
- Monitor team performance, provide feedback, and conduct performance reviews.
- Oversee daily operations within the team to ensure efficiency and adherence to company standards.
- Implement and ensure compliance with safety regulations and industry standards.
- Provide training to new team members and ensure ongoing professional development.
- Act as a liaison between the team and senior management or other departments.
- Communicate project timelines, goals, and expectations effectively to the team.
- Ensure customer satisfaction by delivering quality service.
Handle escalated customer complaints or technical issues and offer solutions. - Assist in planning and managing telecommunications projects.
Monitor project budgets, resources, and schedules to ensure efficiency and cost-effectiveness. - Prepare reports on team performance, system metrics, and project progress for management.
- Identify opportunities to streamline processes, reduce costs, and improve team performance.
Waitress assistant
Carnalea Golf Club
Bangor, Ards and North Down
04.2002 - 09.2005
- Greet customers as they arrive, and guide them to their tables.
- Provide menu information, suggest dishes, and answer questions about ingredients and preparation.
Maintain a friendly, approachable attitude, ensuring an excellent dining experience. - Handle customer complaints or issues promptly and professionally, striving to resolve them to satisfaction.
- Accurately take food and drink orders from customers.
Relay orders to kitchen and bar staff, ensuring special requests or dietary needs are communicated. - Deliver food and beverages to tables in a timely and efficient manner.
- Check back with customers to ensure satisfaction with meals and service.
- Process customer payments, handle cash, credit card transactions, and issue receipts.
- Ensure accuracy when giving change and handling tips.
Prepare bills for large parties or groups as needed.
- Set up and clear tables before and after service.
Ensure dining areas are clean, organized, and stocked with necessary supplies (napkins, condiments, etc.).
Maintain cleanliness and hygiene throughout the dining area. - Work closely with kitchen and bar staff to ensure timely preparation and delivery of orders.
- Assist fellow waitstaff during busy shifts, helping with refills, clearing tables, and taking orders.
- Stay informed about menu changes, specials, and promotions.
Understand the ingredients and preparation methods for all menu items to assist with customer inquiries. - Suggest additional items like desserts, drinks, or sides to enhance the dining experience.
Education
CMI Level 3 - Project Management
South Eastern & Regional College
Bangor, Ards and North Down 10.2024 - 11.2024
A-Levels - Travel and Tourism
Bangor Academy & Sixth Form College
Bangor, Ards and North Down 09.2002 - 06.2004
Scottish Qualifications Certificate - Mathematics
Bangor Academy & Sixth Form College
Bangor, Ards and North Down 09.2001 - 06.2002
GCSEs - English
Bangor Academy & Sixth Form College
Bangor, Ards and North Down 09.2001 - 06.2003
GCSEs - Science
Bangor Academy & Sixth Form College
Bangor, Ards and North Down 09.2001 - 06.2003
GCSEs - Travel and Tourism
Bangor Academy & Sixth Form College
Bangor, Ards and North Down 09.2001 - 06.2003
GCSEs - History
Bangor Academy & Sixth Form College
Bangor, Ards and North Down 09.2001 - 06.2003
Skills
- Ability to manage multiple tasks, prioritize workloads, and ensure efficient document and data management
- Skilled in drafting clear and professional reports, emails, and correspondence, with the ability to communicate effectively with colleagues and the public
- Proven ability to meet deadlines, manage competing priorities, and ensure smooth operations in a busy work environment
- Demonstrated accuracy in processing information, reviewing documents, and ensuring compliance with policies and procedures
- Ability to work effectively within a team, providing support to colleagues, and ensuring a collaborative work environment
- Proactive in identifying challenges, proposing solutions, and optimizing processes for greater efficiency
- Experience in MS Office Suite and other office software for administrative tasks and data management
- Strong interpersonal skills for managing customer inquiries, addressing concerns, and ensuring a positive public experience
References
References available upon request.
Timeline
CMI Level 3 - Project Management
South Eastern & Regional College
10.2024 - 11.2024
Project manager
Mango Direct Marketing
04.2009 - Current
Team leader
Anderson Manning Associates
09.2007 - 03.2009
A-Levels - Travel and Tourism
Bangor Academy & Sixth Form College
09.2002 - 06.2004
Waitress assistant
Carnalea Golf Club
04.2002 - 09.2005
Scottish Qualifications Certificate - Mathematics
Bangor Academy & Sixth Form College
09.2001 - 06.2002
GCSEs - English
Bangor Academy & Sixth Form College
09.2001 - 06.2003
GCSEs - Science
Bangor Academy & Sixth Form College
09.2001 - 06.2003
GCSEs - Travel and Tourism
Bangor Academy & Sixth Form College
09.2001 - 06.2003
GCSEs - History
Bangor Academy & Sixth Form College
09.2001 - 06.2003