Lily-Nadine Tucker

As a dedicated member of the team, I am committed to providing the highest standard of support to PureGym. My daily responsibilities as a Helpdesk Agent include, but are not limited to, the following: - Regularly following up on Code99 incidents and ensuring they are resolved in a timely manner. - Reviewing declined jobs and obtaining updates from contractors. - Evaluating work orders to ensure they are properly assigned and within service level agreements (SLAs). I handle all inquiries related to PureGym from our shared service desk, and I am confident in my ability to resolve these issues efficiently and promptly. Additionally, I consistently flag overdue or non-compliant work orders to the internal FM support team and can recommend cost-saving approaches to the RFMs by analyzing reactive data that can be addressed alongside planned maintenance initiatives I propose. Since MML took over the helpdesk in November, I have successfully built strong and reliable relationships within the PureGym FM team, including club staff. I am persistent in seeking updates and ensure that all parties are kept informed. I am trained in the Verisae system and am already familiar with PureGym's structure and expectations for facilities management. I am always seeking to grow professionally and would like to build a career in FM.

I have developed expertise and experienced personal growth while working at Santander FM Helpdesk. The primary responsibility of facilities management is to ensure that the systems in an environment work in harmony with one another. This role is vital as we prioritize the safety, comfort, sustainability, and productivity of both our core operations and the places where people work and spend most of their time. In this position, I have been able to harness and build on my strengths, including the responsibility to delegate and complete tasks throughout the day. My punctuality is crucial as I adhere to strict (SLAs) and targets. Being a helpdesk agent is all about customer service and efficiency - chasing and escalating issues to resolution while keeping the client informed. I handle 100+ calls weekly, addressing a wide range of inquiries, which means preparation is key to resolving issues effectively. I have been able to implement a variety of skills from my previous roles and utilize them to their fullest potential. I am very confident in my ability as a Helpdesk Agent and I am looking to progress within the FM industry.

In this role, I have utilized my customer service experience from various positions to deliver excellent communication skills and provide first-class service. As a team member, I responded to inbound calls and emails from a diverse range of clients while meeting strict call and email service-level agreements (SLAs). Although I had never held this type of role before, I successfully completed my training and moved to my own desk within the first week. During my brief time at Salisbury, I have become a valued and respected member of the team, and my colleagues can rely on me to deliver high-quality work on delegated tasks. This unique business environment has greatly enhanced my communication skills and helped me achieve a new level of professionalism.

In this fast-paced role, I demonstrated my responsibility and authority within just four months, which led to my promotion from Bartender to Head Bartender. In this position, I was responsible for establishing and maintaining perfect audit standards, placing orders with Matthew Clark and Oliver Kay, writing rotas, and setting daily shift plans. Additionally, I trained all new staff, conducted stock takes and corrections, managed the opening and closing of the building, met targets, and set incentives. I have always thrived in a busy environment and take my job seriously while also enjoying it. I am a quick learner; I was able to master the company's specifications entirely within just four shifts. This role has shown me that I can quickly adapt to my surroundings and leverage my skills to my advantage.

• During my time in this position, I discovered my passion for bartending. This role marked a significant advancement from my previous jobs, as it was more high-end and professional. I gained a vast amount of cocktail experience in a short period. Since it was an independent business, I dedicated countless hours of hard work to keep it running smoothly. When food service began, I developed the system that is still in use today. With a small team, we were all responsible for nearly every aspect of the operation, which required us to be versatile and quick learners. I learned how to work cohesively with my colleagues in our compact workspace, which taught me to be quick, agile, and adaptable behind the bar. I am trained in free pouring and speed pouring, and I have extensive knowledge of classic and contemporary cocktails, along with a basic understanding of wine. I can combine all the experience I’ve gained in bars and restaurants to provide a premium service.

Being a bartender brings me great joy, as the position perfectly suits my bubbly and confident personality. In this role, I primarily worked at the bar but also assisted on the floor when necessary. My main responsibilities included serving drinks and cocktails to specification, processing orders in under two minutes, acknowledging my guests and regulars to ensure they always felt welcome, making recommendations, and keeping my surroundings clean and tidy. I was mainly responsible for closing duties, such as resetting tables, restocking supplies, washing glasses, cleaning, and ensuring everything was prepped and ready for the opening shift. Customer service was always our main focus, especially since we had regular mystery shoppers who would evaluate our service. This experience helped me gain valuable professional skills and stay efficient and poised in every situation. Working in such a busy, fast-paced environment has also made me adept at coping under pressure and handling any potential complaints.

In this role, customer service is our top priority. At the checkout, we have a customer survey that encourages all customers to share their feedback on our overall service. If the service quality declines, it can negatively impact our ratings. Therefore, it is my responsibility to improve the service ratings and ensure that we close each sale on a positive note. I consistently achieve a response rate of 95% and above in my surveys, along with high service scores. I work late shifts because I am trusted to close the register or my section to the highest possible standard, even in this busy environment, with no issues.

In my role, I proudly serve as the face of the business. I am responsible for making bookings, checking guests in, and addressing inquiries and complaints. I also handle cash and manage stock. Being entrusted with the responsibility of opening and closing the front desk demonstrates the confidence placed in me, especially in such a short time. During quieter periods, I take the initiative to assist other departments within the building, fully engaging in those tasks. Being front of house presents a great challenge, as I represent the first impression of the business. I believe I excel in this role, providing guests with a wonderful start to their experience.

This was my entry into the working world. The job involves a fast-paced atmosphere with various roles to fill, including waiting tables, clearing the floor, assisting in the kitchen, handling the till, working as a barista, and making and serving drinks at the bar. This higher-class environment has provided me with the opportunity to build excellent relationships with guests and members, allowing me to offer them a premium and personalized service tailored to their needs.