Laura Smith
East Kilbride
Summary
Versatile professional with expertise in problem-solving, resourcefulness, and inventory management. Demonstrates exceptional communication skills and the ability to remain calm under pressure, fostering effective leadership and team-building capabilities. Committed to driving operational efficiency while maintaining a focus on collaboration and achieving organisational goals.
Overview
1
1
Certification
1
1
year of post-secondary education
24
24
years of professional experience
Work history
Cancer Care Support
AXA Glasgow
2022.12 - Current
- Support family journeys through person-centred cancer care each day.
- Apply best-practice skills to improve assistance across each member journey.
- Use signposting to route members to in-house and external services daily.
- Allocate cases to nurse case managers using AXA service level agreements.
- Coordinate with health team colleagues to maintain continuity across pathways.
- Set up an in-house carers group for ongoing support.
- Perform day-to-day duties accurately and efficiently.
- Perform day-to-day duties accurately and efficiently.
- Perform day-to-day duties accurately and efficiently.
Client Specialist Claims
ESURE, Glasgow
2022.04 - 2022.11
- Handled customers during difficult moments and progressed car insurance claims confidently.
- Explained all available injury and renewal impact options for each customer.
- Managed expectations by clarifying available choices promptly and clearly.
Team Manager NHS 119 Campaign
TELEPERFORMANCE UK – Bristol
2021.02 - 2022.04
- Managed and mentored teams of up to 25 to deliver consistent service.
- Inspired team members through day-to-day operational improvements to raise motivation.
- Completed probationary reviews in line with company policy and standards.
- Conducted regular appraisals and performance reviews for training and development.
- Built relationships with staff to strengthen morale and team spirit.
- Sustained outstanding service by spotting improvement opportunities continuously.
- Monitored team performance against guidelines and applicable regulations requirements.
- Coordinated brand training for trade shows and new partners for awareness.
- Maintained positive working environment to support staff and customer satisfaction.
- Led weekly staff meetings for up to 25 to share updates.
- Coordinated led and executed brand training presentations for trade shows.
- Led weekly staff meetings to communicate updates and process improvements.
- Maintained outstanding standards by seeking improvement areas for exceptional service.
Team Member - EON and WVFS campaigns
TELEPERFORMANCE UK – Glasgow
2018.08 - 2021.02
- Learned required tasks quickly to maximise daily service performance.
- Identified ways to exceed job requirements and delight customers.
- Resolved complaints quickly to maximise customer satisfaction through calm follow-up.
Small Business Team member
TELEPERFORMANCE UK – Glasgow
2017.11 - 2018.05
- Advised small businesses on correct tariffs and best deals daily.
- Checked customer needs and actions to reach satisfaction and resolution.
- Supplied accurate, complete information using approved methods and tools.
Assistant Manager
GREENE KING East Kilbride
2014.10 - 2017.10
- Handled stock counts and reconciled records to prevent overstocking and shortages.
- Provided customer service consistently to build repeat visits and loyalty.
- Coordinated daily shop-floor tasks to keep operations running smoothly.
- Reduced inventory loss through careful checks to protect profit margins.
Assistant Manager
THE FRAGRANCE SHOP
2013.10 - 2014.10
- Led team meetings regularly to encourage open communication within team members.
- Resolved customer complaints promptly to rebuild confidence in brand promises.
- Coordinated with management on operational issues to improve daily efficiency.
- Managed daily shop floor operations to keep service running smoothly.
Store Manager
SALVATION ARMY CHARITY SHOP
2011.11 - 2013.09
- Boosted store's reputation for excellence through meticulous upkeep, product presentation and customer service.
- Resolved customer complaints effectively, protecting the store's image and consumer relationships.
- Developed a team-oriented environment by implementing effective leadership strategies.
- Oversaw visual merchandising efforts that enhanced overall store appearance.
Staff Nurse
GLASGOW ROYAL INFIRMARY
Glasgow
2008.01 - 2011.10
Night Manager
TESCO Glasgow
Glasgow
2007.06 - 2007.12
Deputy Store Manager
THE PIER – Glasgow
Glasgow
2005.05 - 2007.05
Sales Manager
HOMEBASE EAST KILBRIDE
East Kilbride
2002.06 - 2005.05
Education
HND - Hotel catering and Institutional Management
Glasgow College of Food Technology
GlasgowHNC - Office Administration
Bell College of Technology
Hamilton 2001.04 -
Level 4 Cosca - Counselling Certificate
The Spark
Glasgow, Glasgow City 2024.10 - 2025.09
Level 3 NCFE Cache - Counselling skills
West College Scotland
2025.02 - 2025.09
BSC - Adult Nursing
University of West Scotland
2001.04 -
Skills
- Problem-solving and resourcefulness
- Calm under pressure
- Communication skills
- Leadership and team building
- Inventory management
- Problem-solving
- Leadership
- Resourcefulness
- Operational troubleshooting
- Team Management
Certification
- Mental Health First Aider valid until 2027
- First Aider at Work valid until June 2028
Timeline
Level 3 NCFE Cache - Counselling skills
West College Scotland
2025.02 - 2025.09
Level 4 Cosca - Counselling Certificate
The Spark
2024.10 - 2025.09
Cancer Care Support
AXA Glasgow
2022.12 - Current
Client Specialist Claims
ESURE, Glasgow
2022.04 - 2022.11
Team Manager NHS 119 Campaign
TELEPERFORMANCE UK – Bristol
2021.02 - 2022.04
Team Member - EON and WVFS campaigns
TELEPERFORMANCE UK – Glasgow
2018.08 - 2021.02
Small Business Team member
TELEPERFORMANCE UK – Glasgow
2017.11 - 2018.05
Assistant Manager
GREENE KING East Kilbride
2014.10 - 2017.10
Assistant Manager
THE FRAGRANCE SHOP
2013.10 - 2014.10
Store Manager
SALVATION ARMY CHARITY SHOP
2011.11 - 2013.09
Staff Nurse
GLASGOW ROYAL INFIRMARY
2008.01 - 2011.10
Night Manager
TESCO Glasgow
2007.06 - 2007.12
Deputy Store Manager
THE PIER – Glasgow
2005.05 - 2007.05
Sales Manager
HOMEBASE EAST KILBRIDE
2002.06 - 2005.05
HNC - Office Administration
Bell College of Technology
2001.04 -
BSC - Adult Nursing
University of West Scotland
2001.04 -
HND - Hotel catering and Institutional Management
Glasgow College of Food Technology