Olivia Allan
Glasgow,South Lanarkshire
Summary
Dynamic professional with extensive expertise in customer service, office administration, and staff management. Demonstrates exceptional skills in complaint resolution, problem solving, and conflict resolution, ensuring optimal customer satisfaction and operational efficiency. Proven track record in account management and budget planning, with a strong focus on profit and loss analysis. Adept at recruitment and hiring practices, fostering a proactive work environment through leadership and supervisory expertise. Committed to building lasting customer relationships while maintaining safety consciousness and effective inventory management. Aspires to leverage comprehensive product knowledge to drive business growth and enhance organisational success.
Detailed orientated individual experienced in administrative procedures. Oversees day-to-day duties with strong planning and organisation skills to delivers projects in timely manner.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Assistant Manager
Starbucks UK
Glasgow
2023.05 - Current
- Provided excellent customer service leading to repeat business and customer loyalty.
- Monitored sales performance regularly adjusting strategies as required.
- Coordinated with management on operational issues providing solutions for better efficiency.
- Implemented promotional strategies for increased footfall during holiday seasons.
- Ensured health and safety compliance, maintaining a safe working environment for all staff members.
- Delegated tasks to team members efficiently improving overall productivity.
- Minimised inventory loss for improved profit margins.
- Fostered a positive work environment through effective leadership and team-building activities.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Assisted in recruitment process to build an effective workforce.
Customer Service Advisor
Santander UK
Glasgow
2019.03 - 2023.04
- Identified customer needs and solved problems, professionally managing challenging behaviours to maintain positive and supportive relationships.
- Developed and maintained knowledge of company products and operations to answer queries competently.
- Delivered exceptional customer excellence in multi-channel contact centre for inbound calls and outbound calls.
- Piloted and gave feedback on new robots in testing to make customer journeys smoother.
- Processed and authorised financial transactions and kept associated records.
- Directed requests and unresolved issues to designated staff members.
- Applied conflict resolution skills, pacifying arguments.
- Handled multiple tasks simultaneously, decreasing turnaround time.
- Handled basic enquiries with direct approach and escalated serious issues to higher-level assistance.
Crew Trainer
McDonald's
Glasgow
2016.11 - 2019.03
- Conducted portion control and quality checks to minimise wastage and deliver best possible products.
- Operated Point of Sale system with precision, recording orders accurately and handling customisations with ease.
- Greeted customers with welcoming tone and took orders with strong attention to detail to achieve exceptional service levels.
- Sanitised surfaces and cleaned equipment thoroughly to uphold food hygiene and meet enhanced requirements during COVID-19 pandemic.
- Increased revenue by upselling side dishes and drinks whilst building rapport with customers.
- Replenished, stored and rotated stock carefully to maintain ingredient quality and comply with food hygiene standards.
- Used fryers and grills proficiently, producing 100+ meals to high standard each day.
- Verified food quantity and selection as correct for customer orders.
- Cleaned beverage preparation devices and ice cream equipment every shift.
- Discarded expired and spoiled ingredients to prevent cross-contamination.
- Remade incorrect dishes and issued customer refunds.
- Washed and cleaned kitchen sinks, prep areas and dining area tables.
- Adhered to hygiene and dress code guidelines.
Accounts Assistant
Ace Accounting Services
Glasgow
2015.06 - 2015.08
- Inputted transactions and data of clients on accounting software.
- Managed coding and accurate inputting of sales invoices.
- Updated accounting ledgers and journals to maintain accurate records.
- Stored office and client records on secured server to prevent data losses.
- Evaluated financial records to detect errors and discrepancies.
- Assisted in yearly preparation of VAT returns.
- Checked financial figures and documents to verify accuracy.
- Processed incoming invoices and credit notes to sort and disburse remittances.
- Classified numerical and financial data and identified and corrected mismatched information.
- Used accounting software to record, store and analyse information.
Waitress
The Looking Glass Tearoom
Glasgow
2014.06 - 2014.08
- Efficiently cleared and set tables to optimise covers and turnover.
- Contributed to 5-star rating by providing consistent service and going extra mile for each guest.
- Demonstrated extensive product knowledge by promoting seasonal specials and sharing menu recommendations.
- Prepared receipts and processed payments accurately.
- Welcomed guests with warmth and professionalism.
- Memorised customer food and drink orders with 100% accuracy.
- Handled customer feedback and complaints calmly and diplomatically.
- Utilised product knowledge to upsell items to customers.
- Cleaned communal restaurant areas and tables regularly to uphold hygiene standards.
- Observed food and safety protocols for serving meals and beverages.
- Calculated and presented accurate bills and accepted customer payments.
- Solicited customer feedback for service improvement.
- Returned change and issued departing guests with receipts.
- Cleaned surfaces, removing broken glass, spilt drinks and food stains.
- Welcomed and assisted special needs guests with seating, order placement and payment.
- Paid attention to the body language of customers and proactively asked if customers wanted refills or dessert.
Saturday Girl
Every Bloomin' Thing Florist
Glasgow
2014.06 - 2014.08
- Arranged plant and flower displays in an aesthetically pleasing way, attracting customers and increasing sales.
- Managed flower stock rotation and accurately forecasted stock levels based on sales and time of year.
- Instructed clients on suitable transportation methods and flower feeding processes, increasing flower lifespans.
- Set up displays on-site including at churches, weddings and funerals.
- Helped customers choose flowers, making recommendations based on their requests.
- Prepared visual appealing flower arrangements for weddings, celebrations and funerals.
- Restocked and matched supplies with customer demand.
- Greeted customers to offer prompt assistance and assess current needs.
- Cleared and disposed of garbage, keeping store clean to enhance customer experience.
- Bagged, wrapped and packaged sold items for customers.
- Operated registers and payment processing systems, facilitating transactions.
- Created visually appealing floral displays, wreaths and bouquets using fresh flowers and plants.
Education
HNC - Computer Science
City of Glasgow College
Glasgow 2016.09 - 2017.06
SQA Higher - Various fields of study
Fernhill School
Glasgow 2014.08 - 2015.06
Skills
- Complaint resolution
- Problem solving
- Office admin
- Customer service
- Product knowledge
- Account management
- Critical thinking
- Verbal and oral communication
- Leadership
- Time management mastery
- Supervisory expertise
- Proactive initiative taker
- Recruitment and hiring practices
- Customer relationship building
- Budget planning
- Staff management
- Profit and Loss Analysis
- Finance management
- Staff scheduling
- Safety consciousness
- Conflict Resolution
- Inventory management
- General office administration
Affiliations
- Strong interests in film and media, particularly film analysis and online reviewing. I enjoy learning about video editing and digital content creation.
- Traveling and experiencing different cultures.
- Live music.
- Fashion and styling, which has helped develop my creativity and attention to detail.
Certification
Drivers licence, held since 2017.
Trained in First-Aid, last certified November 2024.
References
References available upon request.
Timeline
Assistant Manager
Starbucks UK
2023.05 - Current
Customer Service Advisor
Santander UK
2019.03 - 2023.04
Crew Trainer
McDonald's
2016.11 - 2019.03
HNC - Computer Science
City of Glasgow College
2016.09 - 2017.06
Accounts Assistant
Ace Accounting Services
2015.06 - 2015.08
SQA Higher - Various fields of study
Fernhill School
2014.08 - 2015.06
Waitress
The Looking Glass Tearoom
2014.06 - 2014.08
Saturday Girl
Every Bloomin' Thing Florist
2014.06 - 2014.08