Lauren Poltera
Birmingham
Summary
A hardworking and adaptable professional with a proven track record in freelance entrepreneurship, fast-paced hospitality, and administrative roles, both remote and in-office.
I am consistently recognised as a high performer for delivering exceptional service and measurable results, proving my ability to thrive both independently and collaboratively. Being a fast learner and creative problem solver, I bring passion for supporting others - especially vulnerable individuals - and dedication to continuous growth.
Now seeking a remote-based role within client services, administration, or the charity sector where I can contribute to meaningful work while continuing to grow professionally.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
Work history
Service Delivery Assistant - Fixed Term (3 Months)
Auriga Services
Birmingham
11.2025 - Current
- Delivered 890+ calls monthly while efficiently managing multiple inboxes, ensuring timely responses and exceptional customer care.
- Awarded a 100% score in quality audit across diverse call scenarios; extended contract due to outstanding performance.
- Processed grant applications and issued food vouchers, providing critical support to beneficiaries in need.
- Conducted investigations by liaising with external partners such as the Post Office and Pay Point, resolving client issues efficiently.
- Handled sensitive cases, including financial hardship assessments, with empathy and discretion.
- Utilized CRM platforms, including Capella, to manage customer interactions, track applications, and coordinate timely deliveries.
- Initiate process improvements in team meetings, enhancing workflow efficiency and service quality while maintaining strict adherence to GDPR and safeguarding protocols.
Customer Support Advisor
JLL Fitness Ltd.
Erdington, Birmingham
04.2025 - 11.2025
- Adept at enhancing customer experience and operational efficiency within a gym equipment retail environment.
- Provided support via phone, email (Freshdesk, Outlook, Zendesk), and in-person showroom consultations.
- Managed the full order fulfillment process through Linnworks and various selling platforms (Amazon, eBay), including order tracking, label printing, and customer communication.
- Utilised Excel for essential data management.
- Streamlined dispatch processes by collaborating with the warehouse team on rigorous order verification, minimising errors, and enhancing accuracy.
- Proactively addressed and resolved delivery obstacles through effective communication with third-party couriers.
- Provided expert guidance to showroom customers and effectively resolved technical and warranty inquiries, including equipment troubleshooting and replacement part coordination.
Waiting Staff
Giggling Squid
Harborne
03.2023 - 03.2025
- Consistently rated number one for customer reviews & feedback, demonstrating a strong commitment to delivering exceptional client service and attention to detail.
- Recognised for outstanding performance and dedication by being selected for supervisor training, reflecting leadership potential and a proactive work ethic.
- Collaborated effectively with team members, kitchen staff, and delivery drivers, showcasing strong teamwork and organisational skills in a fast-paced environment.
- Managed bookings and customer inquiries both face-to-face and over the phone, developing excellent communication and interpersonal abilities.
- Organised and supported community events and large parties, highlighting event coordination and multitasking abilities.
Freelancer
07.2021 - 03.2023
- Worked freelance as a pet/home sitter, Airbnb co-host, and cleaner while starting up my own online business.
- Adjusted seamlessly to varied client expectations and environments, delivering tailored solutions across cleaning, hosting, and pet/house-sitting services.
- Maintained meticulous attention to detail, ensuring properties and tasks were completed to high standards, contributing to positive reviews and repeat business.
- Exercised excellent self-administration and time management by independently scheduling tasks across all the roles, ensuring the smooth running of operations.
Events Promoter & Till
Walkabout / GVO
07.2021 - 10.2022
- Promoted events on social media and through direct outreach, developing strong communication & interpersonal skills to engage with diverse audiences.
- Successfully increased club attendance by offering tailored promotions and discounts, demonstrating an adaptable customer-focused approach.
Drinks Runner
Gas St
10.2020 - 11.2020
Accounts Manager
Vas Promotion: Credico
02.2019 - 05.2019
- Specialised in face-to-face direct sales for charities.
- Maintained strong client retention through effective client relationship management.
- Delivered exceptional customer service to maintain the company's high NPS.
- Developed my sales system expertise by understanding industry-specific dynamics.
Education
Diploma of Higher Education - Specialist Hair & Media Makeup
University College Birmingham
Birmingham 09.2017 - 07.2021
A - Level -
Hayes School
Hayes, Kent 09.2015 - 07.2017
GCSE - undefined
Hayes School
Hayes, Kent 09.2012 - 07.2015
Skills
- Microsoft Office
- CRM Softwares (Zendesk, Fresh Desk, Capella)
- Communication Skills
- Student Mentality
- Problem Solving
- Attention to detail
- Creativity
- Adaptability
- Time management
- Collaboration
- Customer focused
- Organisation
Affiliations
- Acting, Arts & Crafts, Sewing/Textiles, Fashion/Beauty/Makeup, Crochet, Basic Prosthetics
References
References available upon request.
Timeline
Service Delivery Assistant - Fixed Term (3 Months)
Auriga Services
11.2025 - Current
Customer Support Advisor
JLL Fitness Ltd.
04.2025 - 11.2025
Waiting Staff
Giggling Squid
03.2023 - 03.2025
Freelancer
07.2021 - 03.2023
Events Promoter & Till
Walkabout / GVO
07.2021 - 10.2022
Drinks Runner
Gas St
10.2020 - 11.2020
Accounts Manager
Vas Promotion: Credico
02.2019 - 05.2019
Diploma of Higher Education - Specialist Hair & Media Makeup
University College Birmingham
09.2017 - 07.2021
A - Level -
Hayes School
09.2015 - 07.2017
GCSE - undefined
Hayes School
09.2012 - 07.2015