Michelle Darragh
Selly Oak,Birmingham
Summary
Dedicated professional with a strong foundation in customer service and public speaking, complemented by a friendly demeanour and effective time management skills. Demonstrates expertise in handling difficult customers and special needs clients, ensuring a customer service-oriented approach. Committed to training and mentoring, fostering team rapport, and safeguarding practices. Possesses relevant industry knowledge with a keen interest in local history, aiming to leverage these skills towards enhancing community engagement and support.
Professional project management specialist with experience working with teams to accomplish short- and long-term project goals.
Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
28
28
years of professional experience
2018
2018
years of post-secondary education
Work history
Assistant Operations Manager
Cadbury World
Birmingham, West Midlands
01.2007 - Current
- Resolved operational issues, enhancing customer satisfaction.
- Ensured compliance with health and safety regulations across all operations.
- Facilitated interdepartmental communication to optimise operational flow.
- Cultivated a positive work environment through effective leadership strategies.
- Managed crisis situations, minimising disruptions to guest experiences.
- Assisted with recruitment efforts to build a robust operations team.
- Conducted performance evaluations for team members to drive improvement.
- Designed training programmes aligned with business goals to enhance staff skills.
Bartender/Manager
Navigation Inn
Oldbury, Sandwell
09.1997 - 12.2006
- Secured cash transactions, minimising risk of theft and fraud.
- Created inviting atmosphere through friendly customer interactions.
- Collaborated with team members to ensure seamless service during peak periods.
- Ensured compliance with health and safety regulations through regular inspections.
- Promoted special events effectively, increasing footfall on event days.
- Managed stock levels to prevent shortages during busy hours.
- Developed rapport with regular patrons, fostering customer loyalty.
- Processed payments accurately, reducing discrepancies in end-of-shift tallies.
Education
EDI Level 3 - Hospitality
EDI Support Learning
Birmingham 09.2012 - 02.2013
EDI Level 3 NVQ Diploma in Hospitality - Hospitality
EDI Supporting Learning and Performance
Kidderminster, Worcestershire 09.2012 - 03.2013
NCFE Level 4 - Hospitality
NCFE
Birmingham /2013 - /2014
OCR Level 2 NVQ in Team Leading - Hospitality
OCR
BirminghamCommunity Sighted Guide - Level 1 - Hospitality
Guide Dogs for the Blind
BirminghamGCSEs -
Brandwood Secondary
Birmingham 09.1973 - 06.1979
Skills
- Visitor attraction expertise
- Local history knowledge
- Training and mentoring
- Team collaboration
- Complaint resolution
- Friendly demeanor
- First aid at work certification
- Public speaking skills
- Support for special needs visitors
- Customer service focus
- Time management
- Safeguarding awareness
Affiliations
- Walk for charity over different distances from 10 - 100km continuous, I have been lucky enough to hike in China on the Great Wall, as well as Cambodia and the Sahara Desert.
- Calligraphy, is a very relaxing pass time as well as improving writing skills and techniques.
- Embroidery, is another hobby that I enjoy especially during the winter months.
Timeline
EDI Level 3 - Hospitality
EDI Support Learning
09.2012 - 02.2013
EDI Level 3 NVQ Diploma in Hospitality - Hospitality
EDI Supporting Learning and Performance
09.2012 - 03.2013
Assistant Operations Manager
Cadbury World
01.2007 - Current
Bartender/Manager
Navigation Inn
09.1997 - 12.2006
GCSEs -
Brandwood Secondary
09.1973 - 06.1979
NCFE Level 4 - Hospitality
NCFE
/2013 - /2014
OCR Level 2 NVQ in Team Leading - Hospitality
OCR
Community Sighted Guide - Level 1 - Hospitality
Guide Dogs for the Blind
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