Summary
Overview
Work history
Education
Skills
Timeline
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Nicola O'sullivan

Halifax,Calderdale

Summary

Well-qualified customer experience leader, proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organised with team-orientated mentality and dedication to customer satisfaction, business goals and sales excellence. during my 4.2 years at McDonald's i have learnt how to deal with conflict and unhappy customers in a calm and effective manner. My job role places me in front, dealing with anti social behaviour, complaints and the general needs and satisfaction given to all our customers. I enjoy working as a team to achieve goals and giving the best we can through hard work and dedication. i feel over the years i have grown into a confident person who can handle a variety of emotions from others. I'm a hard and dedicated worker who enjoys learning new skills and taking on challenges.

Overview

19
19
years of professional experience
2
2
years of post-secondary education

Work history

Customer experience leader

McDonald's
Halifax, Calderdale
12.2019 - Current
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items.
  • Employed active listening and product expertise to successfully resolve inbound queries.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.

Charity worker

Yorkshire cat rescue
Halifax, Calderdale
01.2018 - 11.2018
  • Built strong relationships with community partners and stakeholders.
  • Communicated and collaborated with individuals from diverse backgrounds.
  • Adhered to charity organisation policies and procedures.
  • Exceeded expectations consistently and made significant contribution to charity's mission.
  • Warmly greeted customers, delivering outstanding service from store arrival to departure.
  • Rotated, priced and merchandised donated goods to drive sales.
  • Guided customers in finding specific products.
  • Accepted and processed cash, cheque, card and mobile payments.
  • Maintained clean, tidy storefronts for good first impressions and increased footfall.
  • Steamed and presented garments in line with fashion trends.
  • Processed, labelled and displayed donations quickly to maximise sales opportunities.
  • Operated cash registers with accuracy and processed cash and card transactions.
  • Helped customers to locate specific products by conducting thorough stockroom checks, delivering exceptional service.

Office cleaner

Rentokil Initial
Bradford
05.2015 - 02.2016
  • Applied decontamination and infection control measures to reduce risk of disease transmission.
  • Ensured toilets and bathroom areas were maintained to exceptional standards of hygiene and cleanliness.
  • Safely stored cleaning solutions, equipment and chemicals.
  • Dusted countertops, ceilings and furniture for pristine environment.
  • Used vacuum cleaners and associated accessories to clean various floor surfaces to customer specifications.
  • Communicated well with team across multiple locations.
  • Prevented risk of injury by clearly displaying safety signs and barriers, maintaining safe workspaces.
  • Scrubbed and sanitised toilets, sinks and kitchen fixtures for high quality finish.

Cleaner

Morrisons fruit and veg factory
Bradford
06.2008 - 05.2010
  • Cleaned and dried windows, mirrors and glass surfaces.
  • Scrubbed and sanitised toilets, sinks and kitchen fixtures for high quality finish.
  • Ensured proper, compliant handling of cleaning equipment, chemicals and materials, upholding excellent safety records.
  • Reported breakages to supervisor.
  • Safely stored cleaning solutions, equipment and chemicals.
  • Restocked, refreshed and sanitised bathroom facilities.
  • Worked quickly to complete cleaning within allotted timeframes.
  • Used vacuum cleaners and associated accessories to clean various floor surfaces to customer specifications.
  • Spot cleaned and sanitised high-touch areas.
  • Correctly used colour-coded equipment.
  • Emptied and cleaned trash cans following procedures.
  • Monitored cleaning supplies and ordered more when necessary.

Admin assistant

Christopher pratts
bradford, west yorkshire
04.2005 - 02.2006
  • Received, sorted and distributed incoming mail.
  • Kept and maintained accurate filing system for preservation of office information.
  • Assisted managers in compiling and organising materials for meetings.
  • Dealt with routine enquiries at reception or by telephone and referred more complex matters to appropriate members of staff.
  • Provided printing, photocopying scanning support to colleagues.
  • Acted as main contact for staff and clients.

Education

GCSEs -

St. Josephs catholic college
09.1999 - 06.2001

Skills

  • Dispute resolution
  • Customer care
  • Customer experience
  • Order fulfilment
  • Brand awareness and representation
  • Covid-19 cleaning standards

Timeline

Customer experience leader

McDonald's
12.2019 - Current

Charity worker

Yorkshire cat rescue
01.2018 - 11.2018

Office cleaner

Rentokil Initial
05.2015 - 02.2016

Cleaner

Morrisons fruit and veg factory
06.2008 - 05.2010

Admin assistant

Christopher pratts
04.2005 - 02.2006

GCSEs -

St. Josephs catholic college
09.1999 - 06.2001

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Nicola O'sullivan