Olivia MacPherson
Wolverhampton,Staffordshire
Summary
Hard working and approachable individual who demonstrates exceptional empathy towards customers, self-motivation, and resilience under pressure. Proficient in crisis management, customer service and time management. Holds a First Aid certification and possesses good negotiation tactics, self-defence techniques and excellent IPS knowledge. Committed to building relationships with clientele. Friendly and driven professional with strong communication and problem-solving skills, combined with solid background in client interaction and conflict resolution. Demonstrates proficiency in managing inquiries and providing solutions through active listening and empathy.
Overview
10
10
years of professional experience
Work history
Front of House member
Siculo
Codsall, Staffordshire
11.2024 - 01.2025
- Front of house duties including taking orders, running drinks and food as well as relaying important information to the chefs regarding our customers and their requests and needs
- Communicating with management, chefs and other team members to discuss the brief and plan for the shift
- Using online booking systems to organise tables, customers and contact to confirm attendance
- Regular bartending experience
Food & Beverage Duty Manager
The Wroxeter Hotel
07.2024 - 10.2024
- Manage a team to ensure all daily tasks are carried out
- Venue dressing, bar set up and overall venue set up ready for the day
- Coordinate events/functions (mainly weddings) on the day of
- Be the point of contact for the team on shift during the day
- Run food service and ensure all meals are delivered to exceptional standards, including banqueting style service
- Receptionist training suitable to cover the role of the reception should the venue need this
- Experience in closing shifts, lock up and sleep ins
- Managing vendor relationships
- Adept at problem-solving and adapting to unique client needs, with a passion for creating memories and special moments
- Administrative work on down days
Prison Custody Officer
HMP Oakwood (G4S)
02.2024 - 05.2024
- Inmate Supervision and Management, including ensuring daily regime is followed according to each prisoner and their IPS status
- Security Protocols and Procedures
- Skilled in conflict resolution, emergency response, and fostering positive relationships with both inmates and staff
- Emergency Response and Crisis Management, including self-harm, medical emergencies, substance misuse, physical conflict, etc
- Report Writing and Documentation
- Communication and Interpersonal Skills
- Ethical Conduct and Professionalism
- Intelligence report writing
- Incredibly aware of surroundings and picking up on changes in body language and other attitudes
- Being first point of contact for inmates and assisting them with their daily queries, issues and concerns
Fraud and Cybercrime advisor
Concentrix
10.2023 - 11.2023
- Answer calls on behalf of Action Fraud to take reports on fraud and cybercrime
- Be a warm and friendly presence for victims to hear on the other end of the phone when often experiencing a very stressful time
- Act as a supportive and informed individual for the victim to be able to confide in and trust their situation is being reported correctly and taken onboard
Wedding & Events Coordinator
Manor Hill House
04.2023 - 08.2023
- Ensure weddings were planned, organised and set up correctly and accordingly to match the client’s standards and expectations
- Work in a fast-paced environment daily to ensure the highest quality standards
- Arrange and coordinate viewings with potential couples, inform of all information necessary and go through in-depth brochures and quotes with them
- Use of Microsoft office programmes daily to keep couple files, quotes and event information up to date and informative
- Coordination of the wedding day, ensuring the bride and party are well looked after and assisted
- Making sure all team members are aware of their duties on shift
- Liaising with suppliers throughout the special day
- Setup of the day, including venue dressing and décor, table lay-ups and bar set up
- Keep in contact and up to date with clients
- Assist the team with daily tasks and jobs such as bartending, serving food and general upkeep of the venue
- Assisting the Chef with food preparation and plating meals ready to be served
- Counting and ordering stock
Inbound Service Advisor
Johnsons Cars Ltd
12.2022 - 03.2023
- Answering customer phone calls
- Booking in customers for service, MOT’s, labouring work and investigation work on their vehicles
- Advising on the best course of action for an issue they’re having with their vehicle
- Using booking systems in order to locate a previous customer account, booking and/or identify previous service history
- Upselling on service add-ons to benefit the longevity of customer’s use of the vehicle
Customer Experience Executive
Green Sheep Group Ltd.
05.2022 - 11.2022
- Dealing with customer queries and complaints in an effective and timely manner to ensure a positive outcome
- Answering customer calls, emails, live chats and social media contacts throughout my working day, providing a high level of customer care
- Dealing with order system Bright Pearl and courier tracking systems to assist customers with any order or delivery issues which may have occurred
- Liaising with other colleagues to assist with customer queries
- In charge of separate tasks handed to me by management, such as our custom mattress orders
- Systems such as Zendesk, the Edge, Amazon Vendor and other trade tracking systems
- Assisting the sales and trade team with their daily tasks
- Being sure these tasks were carried out at the relevant time so that our retail customers could receive their deliveries on time
- Dealing with time sensitive queries
- Researching new processes and systems to make the job role and customer experience more efficient
- Attending weekly team meetings and feeding back on any issues or new ideas I had throughout the week
Customer Support Representative and Manager
MiniKatana
05.2021 - 04.2022
- Managing a team to ensure all duties were carried out effectively, in a timely manner and to make the customers have the most positive experience possible
- Arranging and conducting interviews for potential new employees
- Creating training plans and getting new employees up to speed on daily duties, policies and procedures
- Arranging some scheduling over busier periods
- Carrying out employee reviews monthly and keeping on top of productivity levels as well as time keeping
Customer Support
Halfords
12.2019 - 06.2021
- Handling customer contact via telephone, email and live chat
- Dealt with queries ranging from general enquiries, order issues, complaints and placing orders over the phone
- Gained experience in working with Salesforce and 8x8 systems as well as SAP
- Had experience in order management duties of chasing couriers and making sure customer order issues were resolved in a timely manner
- Assisting team leaders inside tasks, as well as being first port of call for the team leader advice chat on Teams to assist other colleagues with complex queries
Front of house member
King Henry’s Taverns
01.2019 - 12.2019
- Bartending and waitressing
- Serving customers during busy periods, making sure all customers were happy with their food/drinks
- Restocking
- Date rotation of food and beverages, ensuring food safety standards were met
- Pot washing duties, cutlery polishing and wrapping, glass washing and cleaning
- Breakdown of the bar at the end of the shift, deep cleaning, changing barrels
Security Officer
Arena Birmingham and Resorts world Arena
Birmingham
01.2017 - 01.2019
- Security officer duties of pat down and archway/wand searching methods
- Making sure customers and staff are safe within the events
- Removing customers from the premiscies who prove as a danger to others
- Attending medical situations and acting efficiently
- Helping and assisting a wide range of customers with a variety of queries and concerns
- Staying up to date with changes in security planning on each event
- Carrying out team leader responsibilities in a security background and being head of the team for my section
Apprentice live events
OCS
Birmingham, West Midlands
08.2016 - 08.2017
- Apprenticeship in Live Events and Promotions
- Learnt how to run, budget and organise events
- Worked in various roles within the NEC group including reception at the Centre Core, customer helpdesk for NEC events, traffic at the NEC and stewarding within the Arenas
- Assisting a multitude of customers from different backgrounds, with different needs and queries
Education
GCSEs - GCSE's
Studley High School
United KingdomMusic Technology
HoW College
BromsgroveSkills
- Empathy towards customers
- Crisis management
- Bartending
- FOH procedures
- Dinner service planning
- Time-management
- Physically and mentally resilient
- Resilience under pressure
- First Aid certification
- Relationship-building
- Computer literacy
Custom
Available upon request
Personal Information
Hobbies: Music – both listening to it and playing/performing, Baking, Reading, Interest in animals/animal care, Writing, Foreign travel, Attending live events such as concerts, festivals, etc.
Affiliations
- Music
- Singing
- Reading
- A good horror film
References
References available upon request.
Timeline
Front of House member
Siculo
11.2024 - 01.2025
Food & Beverage Duty Manager
The Wroxeter Hotel
07.2024 - 10.2024
Prison Custody Officer
HMP Oakwood (G4S)
02.2024 - 05.2024
Fraud and Cybercrime advisor
Concentrix
10.2023 - 11.2023
Wedding & Events Coordinator
Manor Hill House
04.2023 - 08.2023
Inbound Service Advisor
Johnsons Cars Ltd
12.2022 - 03.2023
Customer Experience Executive
Green Sheep Group Ltd.
05.2022 - 11.2022
Customer Support Representative and Manager
MiniKatana
05.2021 - 04.2022
Customer Support
Halfords
12.2019 - 06.2021
Front of house member
King Henry’s Taverns
01.2019 - 12.2019
Security Officer
Arena Birmingham and Resorts world Arena
01.2017 - 01.2019
Apprentice live events
OCS
08.2016 - 08.2017
GCSEs - GCSE's
Studley High School
Music Technology
HoW College
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