Nicala Douglas
Watford ,Hertfordshire
Summary
With a background in customer service and volunteer work, I offer a strong foundation in teamwork, problem-solving, and customer focus. As a Weekend Service Team Member at Espresso Services, I've honed my ability to allocate resources efficiently and respond to customer inquiries promptly, while my volunteer experience at the Oxford Study Centre has strengthened my teamwork and communication skills. Currently pursuing Biomedical Sciences at Royal Holloway, University of London, I am eager to apply my skills to the Student Union Shop team, contributing to a welcoming and inclusive campus environment.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Weekend Service team
Espresso Services
Borehamwood, Hertfordshire
07.2023 - Current
- Allocate engineers to service calls during weekends.
- Respond to many client inquiries via phone and email regarding broken-down coffee machine equipment.
- Utilize Excel for managing several 100 service call records and general bookkeeping tasks regularly.
- Proficient in establishing strong customer service relationships through effective communication, empathy, problem-solving, patience, product knowledge, and being committed to continuous improvement
Volunteer worker
Oxford Study Centre
Watford, Hertfordshire
05.2018 - 03.2020
- Assisted in teaching children between 10-11 with their 11+ exam training throughout many half terms.
- Provided support for many children by breaking down complex concepts into simpler ones.
- Engaged in administrative tasks such as marking mock exams and homework, as well as keeping files up to date using Excel software.
Education
A-Levels - Biology, Chemistry, Psychology
Westfield Academy
Watford 09.2021 - 07.2023
GCSEs - (8-6) Including Maths and English
Bushey Meads School
Bushey 09.2019 - 08.2020
Skills
- Strong communication skills developed through customer-facing roles
- Excellent organizational abilities demonstrated through balancing work and volunteer commitments
- Proficient in Excel for managing records and bookkeeping tasks
- Ability to work effectively in big and small team environments, as well as independently
- Able to deal with service calls and customer inquiries at Espresso Services, this requires quick thinking and problem-solving abilities to ensure customer satisfaction
- The role at Espresso Services involves interacting directly with customers to address their needs, emphasizing a customer-focused approach and dedication to providing excellent service
- Involvement in marking and administrative tasks at The Oxford Study Centre highlights attention to detail, ensuring accuracy and thoroughness in any work done
Timeline
Weekend Service team
Espresso Services
07.2023 - Current
A-Levels - Biology, Chemistry, Psychology
Westfield Academy
09.2021 - 07.2023
GCSEs - (8-6) Including Maths and English
Bushey Meads School
09.2019 - 08.2020
Volunteer worker
Oxford Study Centre
05.2018 - 03.2020
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