Mairi-Kathryn ( Kate ) McGinness

Promoted within the company from Customer Service Assistant to a more operational role with increased responsibilities. The Furnishing Service works in conjunction with local authorities across Scotland, England and Wales to provide flooring and furnishings to vulnerable tenants.

Duties included:

• Routing the entire fleet of company vehicles throughout the UK in multisite locations

• Ensuring orders were delivered within agreed timescale to tenants whilst ensuring the demands on drivers were safe, achievable and legal

• Meeting tight deadlines from local authorities to deliver goods and flooring to ensure customer satisfaction

• Coordinating transfer of stock with other depots across the country

• Liaising with drivers, Customer Service departments and local authorities to ensure priority orders were delivered within 24 hours to house emergency cases

• Effectively utilised interpersonal communication skills in order to work with customers and tenants to ensure all complaints were resolved quickly and satisfactorily

• Forward planning to ensure council service demands were still met during annual pressure periods

• Strategic manpower planning and vehicle provision for the 200 company vans nationwide

For the last 5 years I have also worked as a (non- credited) extra on a variety of films and series such as Outlander, The Outrun, Batgirl and Clique. These were in various locations but mainly based in Glasgow or Edinburgh. They required different skills including patience, resilience and knowledge of the technical aspects of making film and television acquired whilst studying Media as part of my further education, undergraduate studies at Glasgow University. Building a rapport quickly and easily with new people was essential when working on various sets, often for 12 hour shifts, as was being able to follow clear and precise directions. These diverse projects, necessitating a willingness to work out with my initial comfort zone, have given me invaluable and unique life skills.

Roles included:

• Dealing with customer complaints and queries via phone and email in a timely and sensitive manner

• Delicately managing customer expectations often arising from complex needs and difficult personal circumstances

• Liaising with both management and local authorities to ensure best outcome, for all parties

• Use of IT systems such as Net Suite, Microsoft Word, Microsoft Office and Excel

• Regular use of Microsoft Teams to facilitate face to face communication with colleagues throughout Scotland, England and Wales

Roles included:

• Completion of stock replenishment to a high standard to meet store opening deadlines particularly at crucial trading times, such as Christmas

• Building up rapport with regular customers, helping with queries and providing the best shopping experience possible

• Liaising with management to ensure customer complaints and queries were dealt with quickly and effectively

• Working as part of a handpicked night shift team to implement new layout plans successfully

• Certificated First Aider

• Representing colleagues in a forum designed to improve working conditions

Roles included:

• Working within a busy clothing department, with a very large customer footfall

• Creating aesthetically pleasing displays and department layouts which met company standards

• Stock replenishment and stock ordering

• Working in various departments, including tills and customer services

• Selected and given detailed training to work in the lingerie department advising customers and measuring for bra fitting

• Providing discreet, empathetic and professional advice to put customers at their ease since fitting involved very close contact with people with a wide range of needs including young, elderly and post-surgical

Duties included:

• Creating a fun but safe environment to teach activities such as paddle boarding, snorkelling, canoeing and also give swimming lessons

• Working with groups of children of all ages, nurturing some of the less confident children to improve their confidence and social skills along with their swimming

• Receiving extensive training in First Aid, Water Safety and Active Intruder drills

• Liaising with waterfront director and rest of waterfront team

Initially taken on as a temporary Christmas contract but made permanent after the festive period based on an excellent appraisal. I worked at the weekends, and evenings whilst at school and University and worked on a full time basis throughout holiday periods to cover for staff absence.

Duties included:

• Working in various departments including home and clothing.

• Stock replenishment, ordering, merchandising displays, cash handling, processing returns and handling customer queries by phone and in person.

Working in this busy, retail setting allowed me to gain the confidence and many transferable skills which I have built upon in my job roles since.