Penny Cullinane
Longniddry,east
Summary
Dedicated professional with a strong background in customer service and support. Always placing the focus on the customer through listening, attention to detail and subsequently providing appropriate resolutions. Can easily adapt to changing situations, and able to engage visitors with upbeat, genuine conversation and interesting information.
Experience in delivering hands-on solutions and fostering collaborative environments. Knowledgeable in many aspects of client care, communication, and problem-solving. Ready to use and develop strong interpersonal, analytical, and organisational skills in this Visitor Experience Assistant role.
Overview
18
18
years of professional experience
11
11
years of post-secondary education
Work History
Domestic Abuse Practitioner-Children/Young People
WAEML (Women's Aid East and Midlothian)
Dalkeith, Midlothian
09.2022 - Current
- Supporting children who have been exposed
to a domestic abuse environment - Initial Meeting with the mother of the child/ren who have directly or indirectly experienced the effects of domestic abuse. Given
the nature of these experiences, it is necessary to adopt a sensitive, patient, trauma informed approach towards the survivor. - Completing paperwork surrounding the mother's history and that of the child/ren involved in a chronological and specific
manner. - Holding weekly, 1 hour support sessions with the child in their primary or high school following certain subjects e.g emotions,
relationships though the sessions are essentially child led and may develop in other directions. - Establishing close relationships with service users – both mothers and children – listening, supporting and responding to their needs.
- Though being able to work on my own initiative, being able to ask for help and support where required.
- Being able to communicate well both orally and in written form.
- • Though being able to work on my own initiative, being able to ask for help and support where required.
• Being able to communicate well both orally and in written form.
Jewellery Consultant/Party and Events Planner
SXP Designs
East Lothian, Scotland
03.2007 - Current
- Self-employed Silver jewellery and Cashmere consultant
- Arranging and attending parties in clients' homes - ensuring a fun, no pressure and enjoyable atmosphere.
- Organising and attending Trade Fairs, Business Shopping days - ensuring first class presentation of goods, with a welcoming, helpful "can do" attitude.
- Maintaining records of all transactions related to each event.
- Cultivating relationships with clients for repeat business opportunities.
- Providing excellent customer service, leading to increased client satisfaction rates.
Library Customer Services Assistant
East Lothian Council
Wallyford, East Lothian
03.2019 - 08.2022
- Employed as part of the launch team for the newly opened community library attached to Wallyford Primary School.
- Responsible for liaison with class visits and presentations on particular class topics e.g the Egyptians, the Romans, natural disasters
- I established a children's event called Books, Bairns and Blether running every second Saturday morning, which followed a particular theme e.g space, dinosaurs, springtime etc. Each week would include an associated book, crafts and a general chat with the children. This proved very popular and was instrumental in bringing more numbers into the library and forming strong relationships with members of the local community.
- I initiated a partnership between the library and the Wallyford Gala Committee,, organising our inaugural Family Quiz in the library during the Gala week.
- Regularly creating displays e.g themes or seasons etc.
- Delivered Bookbug sessions while building and maintaining relationships with the participating families and the wider community,
- Always striving for excellent customer service - efficiently resolving queries and/or complaints; responding to unexpected or emergency situations in a calm and professional manner.
- Consistent orderliness through regular stock checks and inventory management tasks.
- Handled in-person, email and mailed correspondence.
- Opening and closing duties with associated security measures.
- Record and bank revenue.
- Record and report visitor numbers.
Additional Support Needs Auxiliary/Classroom Ass.
East Lothian Council
East Lothian Council, Scotland
11.2015 - 06.2022
- Employed on both supply and contract basis, within several Primary Schools throughout East Lothian.
- All posts involved supporting individual and/or small groups mainly in literacy and numeracy, though any other topic as required e.g Art, Music, P.E
- Support required may have been for behavioural, physical or cognitive requirements.
- Encouraged students to work together to complete projects and solve problems employing a compassionate, considered and intuitive style.
- Provided any medical, physical or personal support.
- Making sure all classroom resources were maintained and providing general practical support to the class teacher. Providing support for shows/events - in particular Christmas and end of year shows.
- Supported classroom teacher with behaviour management promoting a positive learning environment as well being able to deal with challenging behaviour out with the classroom.
- Cultivated close working relationships with students, teaching staff and parents.
- Supervised students in external school environments e. swimming, museum visits, theatre events etc.
- Monitored children in spaces between classes, keeping disruptions to minimum.
Customer Sales Assistant
The Co-Operative Group
Longniddry, East Lothian
05.2014 - 07.2015
- Provided excellent customer service - building and maintaining relationships within a close knit community.
- Performed daily opening and closing functions and inventory management.
- Conducted stock checks, faced-up shelves and recorded out-of-stock items to fulfil customer demand.
- Maintained knowledge of products and features to provide recommendations to customers.
- Informed customers regarding promos and warranty services to increase sales.
- Operated check-outs with accuracy and processed cash and card transactions.
- Maintained shop floor cleanliness for an inviting shopping environment.
Retail Clothing Sales Assistant
Marks & Spencer
Edinburgh, Lothians
04.2013 - 05.2014
- Built strong relationships with regular customers for repeat business.
- Took interest in customers' needs and concerns to provide thoughtful advice and product recommendations.
- Collaborated effectively with team members to meet sales targets.
- Went above and beyond by helping customers to locate stock, making bespoke orders where possible.
- Improved customer service by efficiently handling queries and complaints.
- Replenished floor stock and processed deliveries promptly, maximising product availability for customers.
- Operated checkouts with accuracy and processed cash and card transactions.
- Organised displays to promote inventory and encourage customer purchases.
Education
PDA in Education Support Assistance - Education
Edinburgh College
Edinburgh 08.2014 - 06.2015
Bachelor of Arts - Social Studies
The Open University
Edinburgh 08.2012 - 06.2014
SVQ Level 5 - Mathematics
Edinburgh College
Edinburgh 08.2011 - 06.2012
Diploma of Higher Education - Social and Cultural Studies
Wolverhampton Polytechnic
Wolverhampton 08.1986 - 06.1988
Scottish Qualifications Certificate - General Education
Belmont Academy
Ayr 08.1978 - 06.1984
Skills
Excellent Customer Service - friendly, approachable with a can do attitude;
Problem solving and remaining calm under pressure;
Team working while being able to use initiative where appropriate;
Ability to engage with individuals and groups confidently;
Excellent interpersonal and communication skills - orally and written;
Basic First Aid;
Health and Safety Awareness
Affiliations
- Film and theatre visits with friends
- Live music shows/festivals
- Eating Out
- Reading to the detriment of the tidyness of my house
References
References available upon request.
Timeline
Domestic Abuse Practitioner-Children/Young People
WAEML (Women's Aid East and Midlothian)
09.2022 - Current
Library Customer Services Assistant
East Lothian Council
03.2019 - 08.2022
Additional Support Needs Auxiliary/Classroom Ass.
East Lothian Council
11.2015 - 06.2022
PDA in Education Support Assistance - Education
Edinburgh College
08.2014 - 06.2015
Customer Sales Assistant
The Co-Operative Group
05.2014 - 07.2015
Retail Clothing Sales Assistant
Marks & Spencer
04.2013 - 05.2014
Bachelor of Arts - Social Studies
The Open University
08.2012 - 06.2014
SVQ Level 5 - Mathematics
Edinburgh College
08.2011 - 06.2012
Jewellery Consultant/Party and Events Planner
SXP Designs
03.2007 - Current
Diploma of Higher Education - Social and Cultural Studies
Wolverhampton Polytechnic
08.1986 - 06.1988
Scottish Qualifications Certificate - General Education
Belmont Academy
08.1978 - 06.1984
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