- I like to read and spend time with my family going on walks and day trips I like to go to Music Gigs with my Husband and i like to volunteer with charity's where I can
Leanne Russell
Manchester
Summary
Results-driven Student Experience Manager with expertise in performance monitoring, customer relationship management, and strategic planning. Enhanced student satisfaction through effective engagement strategies and team leadership across multiple sites. Strong focus on stakeholder engagement and project management, ensuring compliance with health and safety standards while fostering training and development.
Overview
22
22
years of professional experience
Work History
Student Experience Manager
Unite Students
Liverpool
2022.03 - Current
- Assisted in designing student engagement strategies based on feedback and organised targeted events to improve student satisfaction.
- Supported high performance and consistent service delivery standards across three buildings, serving 3000 students.
- Facilitated development of student experience advisors and team leaders, enhancing their management skills.
- Provided guidance on complex student cases, including wellbeing and complaints.
- Monitored performance using data insights to identify improvement areas within the team.
- Collaborated with cross-functional teams to contribute to organisational targets.
- Participated in stakeholder monthly meetings focused on strategy planning and implementation.
- Ensured adherence to health and safety policies and safeguarding procedures.
Service and Sales supervisor
Unite Students
Manchester
2019.06 - 2022.06
- Coached sales team to achieve monthly targets, enhancing overall performance.
- Supported staff training sessions on product knowledge and sales techniques.
- Recruited and trained staff, contributing to improved team efficiency.
- Enhanced customer satisfaction by implementing feedback mechanisms and addressing concerns promptly.
- Addressed customer feedback to refine product and service offerings.
Housekeeping Supervisor
Unite Students
Manchester
2016.04 - 2019.06
- Oversaw a team of 21 housekeeping staff, delegating tasks and monitoring performance to ensure effective operation.
- Coordinated annual deep cleaning of over 3000 rooms in collaboration with multiple third-party companies.
- Managed cleaning supplies and equipment inventory, placing orders to ensure uninterrupted workflow.
- Organised fair shifts for housekeepers, ensuring smooth operational continuity.
- Facilitated positive interactions between residents and staff to support team members in achieving desired outcomes.
Service and Sales Assisant
Unite Students
Manchester
2014.06 - 2016.06
- Assisted customers in resolving complaints with empathy and efficiency to enhance satisfaction levels.
- Modelled excellent customer service to encourage staff in delivering high standards.
- Managed front desk operations, coordinating reservations, check-ins, and check-outs to enhance guest experience.
- Met monthly sales goals through strategic planning and customer engagement.
- Facilitated student accommodation processes, ensuring safe and satisfactory living environments for residents.
- Implemented health and safety protocols, maintaining compliance with regulations and fostering a secure environment.
Housekeeper
Unite Students
Manchester
2012.04 - 2014.06
- Facilitated daily cleaning, dusting, and vacuuming of assigned areas to uphold hygiene standards.
- Cleaned rooms to exceed client and management expectations.
- Executed room and linen changes before the arrival of house guests.
- Applied chemical cleaners as per intended use, adhering to health and safety guidelines.
- Strengthened customer relationships by providing exceptional cleaning services.
- Notified supervisor of low supply levels to facilitate timely restocking.
Shift Leader
Nobles Amusement
Manchester
2009.08 - 2012.01
- Coached staff on managing betting activities, improving skills and increasing customer satisfaction.
- Reviewed staff performance to recognise successes and identify areas for development, fostering a culture of continuous improvement.
- Oversaw cash management by ensuring sufficient cash and token supplies for gaming operations.
- Monitored gaming regulations during bookmaking to ensure compliance with legislation.
- Assisted customers in identifying gaming needs and resolving complaints, enhancing overall service delivery.
- Created and executed promotional initiatives to drive foot traffic and boost customer interaction.
Shift Runner
McDonald's
Manchester
2004.08 - 2009.02
- Managed team of staff during shifts, assigning tasks to maximise operational efficiency.
- Scheduled staff rosters to align with peak times, optimising customer service.
- Provided clear staff instructions to enhance production output.
- Maintained workplace safety by observing occupational and environmental health requirements.
- Managed store opening and closing procedures, securing premises and safeguarding assets.
- Assisted in budget preparation, monitoring expenses to maintain cost control.
Education
GCSEs - GCSE
HeartHead Hight School
Tameside 2002-01
Skills
- Customer relationship management
- Stakeholder engagement
- Stakeholder relations
- Performance monitoring
- Project management
- Strategic planning
- Training and development
- Sales strategies
- Health and safety compliance
- Staff training
- Decision making
- Computer literacy
- Financial reporting
Interests
Timeline
Student Experience Manager
Unite Students
2022.03 - Current
Service and Sales supervisor
Unite Students
2019.06 - 2022.06
Housekeeping Supervisor
Unite Students
2016.04 - 2019.06
Service and Sales Assisant
Unite Students
2014.06 - 2016.06
Housekeeper
Unite Students
2012.04 - 2014.06
Shift Leader
Nobles Amusement
2009.08 - 2012.01
Shift Runner
McDonald's
2004.08 - 2009.02
GCSEs - GCSE
HeartHead Hight School