Lucy Moran
Newcastle upon Tyne,Tyne and Wear
Summary
I am a people-focused professional with a passion for organisation, customer care and administration. I thrive on helping others, resolving escalations, and ensuring smooth operations through strong communication and attention to detail. Confident, approachable, and highly organised, I take pride in delivering excellent service and supporting both colleagues and customers alike.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
Work history
Customer Care and Online Operations Manager
Jules B
2023.07 - 2026.01
- Handled customer enquiries and escalations via email and telephone, providing clear and professional support.
- Supported day-to-day running of customer care and dispatch operations.
- Processed refunds and transactions, ensuring accuracy and resolving issues.
- Investigated account and order issues, identifying errors and correcting errors.
- Carried out fraud checks and liaised with payment providers on chargebacks.
- Liaised with internal teams and external stakeholders to support operational needs and busy periods.
- Completed administrative tasks including maintaining records, ordering supplies and organising meetings.
- Contributed to process improvements to make day-to-day work more efficient.
Customer Care and Dispatch Assistant
Jules B
2022.10 - 2023.07
- Monitored a busy shared inbox, responding to customer queries and complaints.
- Answered telephone enquiries, providing clear information and support.
- Processed orders, returns and exchanges.
- Packed and dispatched parcels, ensuring correct and efficient order fulfilment.
- Maintained accurate customer and order records.
- Supported admin tasks, including organising meetings and organising refreshments.
Front of House
Fuego-Fenwick
2022.04 - 2022.07
- Delivered a high standard of customer service in a busy, fast-paced environment.
- Greeted customers, managed bookings, and coordinated wait times.
- Handled face-to-face enquiries and resolved issues in a professional manner.
- Took orders and liaised with kitchen staff to ensure smooth, service.
- Processed payments and handled cash accurately.
- Worked as part of a team to keep service organised and running efficiently.
Host
Revolucion de Cuba
2021.04 - 2022.04
- Managed booking system across fast-paced three floor restaurant and bar.
- Organised seating and standing space keeping track of bookings to make sure service ran smoothly.
- Dealt with customer queries, requests, and complaints face-to-face.
- Handled booking issues and disputes.
- Communicated with other teams and door staff using a walkie-talkie to manage any issues.
- Responded to booking enquiries and kept records up to date.
- Responsible for setting up tables, private hire parties, meetings and brunch bookings.
Education
Certificate of Higher Education - Politics
Newcastle University
2021.09 - 2022.10
Certificate of Higher Education - Sociology and Social Policy
University of Leeds
2020.09 - 2021.07
A-Levels - Psychology, Philosophy and Ethics, Drama and Theatre Studies
Sacred Heart Catholic Sixth Form
2018.09 - 2020.07
GCSEs - 11 GCSES ranging from grades 5-9 including Maths (5,5) and English (7,7)
Sacred Heart Catholic High School
2013.09 - 2018.06
Skills
- Extensive customer care experience, including handling escalations and complex enquiries
- Strong communication skills, face-to-face, via telephone and email
- Skilled in administrative support, including record keeping, managing bookings and taking meeting notes/minutes
- Highly organised, able to manage schedules and workloads in busy environments
- Effective problem solving and issue resolution
- Accurate data and transaction handling
- Able to work well under pressure in fast-paced settings
- Working collaboratively, as part of a team
- Proficient IT skills including Word, Excel, Outlook and other bespoke systems with experience producing reports, managing spreadsheets, and maintaining accurate records
Timeline
Customer Care and Online Operations Manager
Jules B
2023.07 - 2026.01
Customer Care and Dispatch Assistant
Jules B
2022.10 - 2023.07
Front of House
Fuego-Fenwick
2022.04 - 2022.07
Certificate of Higher Education - Politics
Newcastle University
2021.09 - 2022.10
Host
Revolucion de Cuba
2021.04 - 2022.04
Certificate of Higher Education - Sociology and Social Policy
University of Leeds
2020.09 - 2021.07
A-Levels - Psychology, Philosophy and Ethics, Drama and Theatre Studies
Sacred Heart Catholic Sixth Form
2018.09 - 2020.07
GCSEs - 11 GCSES ranging from grades 5-9 including Maths (5,5) and English (7,7)
Sacred Heart Catholic High School
2013.09 - 2018.06