Morgan Murray
Dunfermline,Fife
Summary
Enthusiastic individual with strong communication and teamwork skills, eager to contribute to collaborative environment. Proven ability to manage tasks efficiently and build positive relationships with colleagues and customers. Adaptable and quick to learn, consistently focused on delivering high-quality service. Confident in handling responsibilities and committed to supporting individual and team goals.
Overview
12
12
years of professional experience
Work History
Postal Delivery
Royal Mail Delivery Office
Dunfermline, Fife
05.2021 - Current
- Managed complaints with calm, clear communication and problem-solving.
- Achieved service time and quality targets.
- Maintained clean, safe working environments to eliminate accident risks.
- Collaborated with team members to achieve target results.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Handled customer concerns and escalated major issues to supervisor.
- Picked up additional tasks to aid team success.
- Enhanced working relationships by participating in team-building activities.
- Actively listened to customers to fully understand requests and address concerns.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Trained and mentored employees to maximise team performance.
- Met schedule using excellent planning and coordination skills.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Developed excellent working knowledge of industry trends and improvements in processes.
Ground Handling Agent
British Airways
Edinburgh, Lothian
01.2016 - 05.2021
- Managed baggage handling systems, ensuring timely sorting and delivery to correct flights.
- Assisted passengers with special needs, ensuring accessible and comfortable travel arrangements.
- Facilitated seamless passenger check-in and boarding processes, enhancing customer travel experience.
- Participated in meetings with supervisors to discuss issues, concerns and ways to improve services.
- Conducted thorough pre-flight checks of all ground handling equipment, maintaining operational standards.
- Monitored ramp activities, preventing any potential safety hazards in high-risk areas.
- Updated ground handling manuals and training materials to reflect current industry practices.
- Trained new staff on ground handling procedures, promoting a culture of safety and efficiency.
- Facilitated international forwarding operations by resolving problems and making decisions regarding transport activities.
- Documented cargo amount, weight and dimensions to maintain updated records.
- Conducted inventory checks on ground handling supplies, ordering replacements as necessary.
- Scheduled ground handling staff shifts, balancing workload with operational demands.
- Maintained accurate records of cargo manifests and passenger documentation, complying with aviation regulations.
- Informed customers of consignments' conditions and associated shipping costs for knowledgeable decision-making.
- Coordinated with shipping companies and airlines to discuss logistical transportation details.
- Supervised team performance, providing feedback and guidance to improve service quality.
- Notified clients regarding status of en route and delivery time to manage smooth schedule.
- Coordinated with customs and security personnel to ensure compliance with international travel requirements.
- Delivered exceptional customer service, resolving queries and concerns with professionalism.
- Addressed customer concerns or complaints to provide satisfactory solutions to problems, escalating complex issues to supervisors for advice and insight.
- Analysed operational data to identify areas for process improvement in ground handling activities.
Waitress Assistant
Louie Browns
Dunfermline, Fife
01.2014 - 01.2016
- Greeted new customers and offered immediate seating assistance.
- Served food and beverages promptly, ensuring timely delivery and maintaining food quality.
- Reset tables between guests to maintain professional dining space and minimise service delays.
- Maintained safe hygiene and food handling standards for full compliance.
- Maintained excellent team relationships by proactively helping waitresses complete duties throughout service.
- Delivered exceptional, friendly and fast service to process high volume of food and drink orders at peak times.
- Optimised customer experience, serving each guest with sincere, positive and enthusiastic attitude.
- Communicated customer orders clearly and accurately to the kitchen staff to prevent any service delays.
- Maintained brand image by keeping neat personal appearance.
- Maintained cleanliness and hygiene standards in all service and dining areas, adhering to health regulations.
- Managed multiple tasks during busy periods, demonstrating strong organisational skills and attention to detail.
- Documented customer orders, calculated bills and processed payments.
- Delivered friendly and fast service to process high-volume food and drink orders at peak times.
- Processed payments efficiently, handling cash, card transactions, and providing accurate change.
- Gave clear instructions to kitchen staff on customer preferences and special dietary needs.
- Upheld high standard of cleanliness in all work areas to comply with health and safety regulations.
- Organised and deep cleaned sections to company standards.
- Recognised and aided customers with special needs.
- Inspected tables before guest arrival, maintaining establishment high-quality standards.
- Advised customers on possible wait times and kitchen delays to manage expectations.
- Checked on designated tables at appropriate intervals to refill drinks, respond to requests and receive customer feedback.
- Seated guests quickly and coordinated timely service to minimise table wait times.
- Suggested menu items and related beverages matching guest preferences.
- Responded to customer feedback with professionalism, resolving complaints to ensure satisfaction.
- Collaborated with kitchen and bar staff to coordinate order timing, improving overallservice flow.
- IProvided detailed information about menu items, including ingredients and preparation methods, to address customer queries.
- Resolved customer complaints promptly, escalating larger operational concerns to management.
- Performed additional tasks to keep dining room running smoothly.
Parcel Sortation
Royal Mail Group
Edinburgh, Lothian
01.2014 - 01.2016
- Maintained clean, safe working environments to eliminate accident risks.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Picked up additional tasks to aid team success.
- Enhanced working relationships by participating in team-building activities.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Trained and mentored employees to maximise team performance.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Developed team communications and information for meetings.
- Developed excellent working knowledge of industry trends and improvements in processes.
Education
Inverkeithing High School
Dunfermline, FIFESkills
- Hard-working, self-motivated individual
- Trustworthy
- Forward-thinking and calm in times of stress
- Enthusiastic and emotionally intelligent
- Skilled at working as part of a team and as an individual, which can be evidenced in my career to date
Timeline
Postal Delivery
Royal Mail Delivery Office
05.2021 - Current
Ground Handling Agent
British Airways
01.2016 - 05.2021
Waitress Assistant
Louie Browns
01.2014 - 01.2016
Parcel Sortation
Royal Mail Group
01.2014 - 01.2016
Inverkeithing High School