Maria Pearman
Birmingham
Summary
A highly motivated and ambitious individual naturally organized with a high level of communication skills. Possessing excellent management skills and work effectively both as a team member and independently. Now looking forward to a making a significant contribution as a team member with the company that offers opportunity for progression.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work history
Contact centre agent/Case worker
Family Services -HM Prison and Probation Services
Birmingham
2023.08 - Current
- Facilitated prison visit bookings via telephone and email on gov.uk online dashboard.
- Assisted with restriction non-association and temporary changes checks for all bookings.
- Supported investigation and resolution of complaints and issues regarding visit bookings by liaising with managers or prison contacts.
- Handled enquiries related to finding a prisoner service.
- Uploaded applications for help with prison visits while resolving queries with customers or caseworkers.
- Processed correspondence for help with prison visit applications and investigated overpayments.
Store Assistant
Aldi College Road
Birmingham
2020.10 - 2023.08
- Assist customers with product and service knowledge.
- Respond to customer queries and provide assistance as needed.
- Process sales transactions with accuracy and efficiency.
- Support click and collect and self-service operations.
- Address customer issues courteously and professionally.
- Identify and resolve problems swiftly, escalating complex matters to store managers.
- Aid store managers with various tasks including staff rostering and sales reporting.
Reservation Sales Agent
Malmaison and Hotel Du Vin
Birmingham
2016.06 - 2020.10
- Managed sales enquiries for Malmaison and Hotel du Vin brands.
- Handled telephone enquiries courteously in alignment with company standards.
- Ensured prompt responses to all enquiries and facilitated conversion into bookings.
- Relayed new business leads and pertinent information to sales department.
- Acquired comprehensive knowledge of rates, packages, and special promotions.
- Maintained understanding of room types, locations, views, configurations, and hotel facilities.
- Processed cancellations and amendments in accordance with company policies.
Team Leader
Ibis Hotel Birmingham Bordesley
Birmingham
2015.06 - 2016.06
- Welcomed guests with a friendly attitude and ensured high-quality service delivery.
- Maintained a professional image of hotel while focusing on guest satisfaction and operational efficiency.
- Assisted with all guest arrival and departure procedures in accordance with internal guidelines.
- Provided information to guests regarding formalities, special conditions, and available services.
- Communicated necessary information to relevant departments and front desk team members.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Increased team cohesion by implementing regular feedback sessions.
Team Leader
Ibis Hotel Coventry South
2014.04 - 2015.06
- Facilitated execution of reasonable requests from management.
- Responded to telephone inquiries promptly and professionally.
- Assisted in resolving customer complaints.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Delegated tasks to make best use of individuals' skills.
Team Leader
Ibis Budget Birmingham Airport
Birmingham
2009.05 - 2015.06
- Facilitated professional handling of hotel reservations.
- Attended relevant meetings and training sessions as directed.
- Greeted guests to hotel in a polite and welcoming manner.
- Served as point of contact for guests with queries.
- Assisted with banking and invoicing tasks.
- Supervised reception operations and coordinated bedroom allocations with housekeeper.
- Established professional relationships with clients and regular guests to foster loyalty.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
Education
A-Levels - Law
Univesrity of Marie Curie-Sklodowska
Lublin 2002.09 - 2006.06
Skills
NVQ Level 2 certificate in hospitality
First aid certification
Fluent in Polish
Workload prioritization
Data entry techniques
Telephone etiquette and interpersonal skills
Analytical thinking
Understanding of equality and diversity policies
Calm, efficient organization
Independent and team collaboration
Oral and written English proficiency
Microsoft Office proficiency
References
Available upon request.
Timeline
Contact centre agent/Case worker
Family Services -HM Prison and Probation Services
2023.08 - Current
Store Assistant
Aldi College Road
2020.10 - 2023.08
Reservation Sales Agent
Malmaison and Hotel Du Vin
2016.06 - 2020.10
Team Leader
Ibis Hotel Birmingham Bordesley
2015.06 - 2016.06
Team Leader
Ibis Hotel Coventry South
2014.04 - 2015.06
Team Leader
Ibis Budget Birmingham Airport
2009.05 - 2015.06
A-Levels - Law
Univesrity of Marie Curie-Sklodowska
2002.09 - 2006.06