Lisa Pickard

My role at Santander has grown and developed as I have taken on additional responsibilities, at its core I manage cash, card, international and chaps transactions, account servicing and reviews, product upgrades and digital support.

• I am the senior figure in branch in absence of a manager, regularly managing a small team of 6-8 people.
• Providing in depth training for new and existing staff members.
• Managing risk and compliance, ensured safety and confidentiality of customer information and adhering to bank security policies.
• Balancing vaults and ATMs, ensuring optimal cash availability.
• Communicating efficiently across departments in order to resolve customer queries with urgency.
• Offering friendly, efficient customer service and handling challenging situations with ease.
• Using critical thinking and due diligence to break down problems, evaluate solutions and make decisions.
• Promoting digital banking platforms and offering guidance in staying safe online.
• Supported telephone banking services for customer convenience.
• Educating customers about potential scams, increasing their awareness and vigilance against fraud attempts.

I returned multiple summers to this part time position at a busy sea front cafe, working in a fast paced catering environment which catered for up to 200 customers during peak times

• This role kept my customer service and multitasking skills sharp.
• I had an insightful knowledge of the menu and ingredients in order to ensure allergens were acknowledged and catered to.
• Communicated efficiently with customers and other departments, and working as a team to meeting the companies high standard of service.
• Deep cleaning in order to maintain the restaurants 5 star hygiene rating.
• Preparing alcoholic and Barista style drinks.
• Ensured a quick turn around on tables so wait times were kept to a minimum.

I supported various departments during this roll, colleagues are not automatically trained to be multiskilled which I believe reflects my drive to exceed expectations, develop new skills, support my team and commit myself to all aspects a job has to offer.

• I completed an internal management training course while in this role intending to progress my career.
• Responsible for supporting a team of 10+ colleagues and ensuring the safety of over 200 guests across 140 rooms.
• I regularly worked overtime stepping in where needed to support the needs of the business.
• Housekeeping – cleaning up to 25 rooms per day to strict time scales and high standards while adhering to COSHH regulations.
• Catering – Serving food and drinks, maintaining the bar, managing stock, line cleaning, till reconciliation of cash and card transactions.
• Reception & Night shifts – checking guests in, managing ID and payments, creating new bookings, supporting with queries.
• Managing fire evacuations and vulnerable customer support plans, lighting and water tests, equipment checks and filing reports, supporting with any incidents that may occur in the hotel including when emergency services are attending.