Rachel Alexander
Verwood,Dorset
Summary
A strong background in service leadership roles. Coordinates daily operations through strategic staff and resource planning. Knowledgeable about industry trends and focused on remaining ahead of competitors by proactively meeting evolving consumer demands. Hardworking service management professional with extensive experience Customer Service & Leadership. Skilled in business planning and organisation to maintain smooth daily operations. Leads by example to motivate high-achieving, dedicated service teams.
Overview
26
26
years of professional experience
Work history
Area Manager
Bloom Cleaning Company
Dorset ( Verwood & Wimborne )
04.2024 - 02.2025
- Responsible for multiple key account contracts across Verwood and Wimborne.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Developed strong teams by skillfully recruiting, orienting and training loyal, hard-working employees.
- Managed team of 100 staff, driving performance with motivational strategies to exceed sales targets.
- Approached new tasks and projects with enthusiasm and passion, increasing employee motivation and morale.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
- Conducted training sessions to educate employees on best practices and procedures, increasing team performance.
- Scheduled work shifts to meet cleaning needs and staffing requirements.
- Oversaw cleaning for multiple clients and sites.
- Guided staff to handle chemical solutions in line with COSHH.
- Used excellent problem-solving skills to quickly resolve issues.
- Increased team productivity through effective staff planning, coordination and task delegation.
- Maintained strict health and safety compliance through diligent inspections, mitigating potential risks.
- Liaised with clients to provide quotes and determine cleaning needs.
- Maintained excellent health and safety standards for continued compliance.
Lead Instructor
Computer Xplorers
Dorset
09.2023 - 05.2024
- Lead & teach sessions providing a secure environment with a fun approach, with the added benefit of delivering tangible education and technology skills
- Creating children who are e-confident and competent
- A great head-start in life, adding a fantastic boost to their all-important STEM (Science, Technology, Engineering and Maths) skills
- To create an engaging classroom experience that serves as a cornerstone for lifelong learning
- To provide meaningful evaluations that go beyond grades—offering students constructive feedback and motivation
- Collaborate with educational leaders within our organisation to fine-tune our teaching methods and materials
- Ensure the well-being of students by maintaining a safe and inclusive learning environment
- Set up your classroom resources and technology setups efficiently
- Provide equipment and lesson plans
- Assist mainstream teachers during PPA time by integrating our specialist ICT and computing classes into the regular curriculum.
Area Supervisor
Bloom Cleaning Company
08.2023 - Current
- Responsible for 6 sites across Verwood, Ringwood & West Moors
- Responsible for ensuring all daily cleans are fulfilled to customer's expectations
- Cleaning duties including hoovering and mopping of floors, cleaning of bathrooms, restocking of consumables etc.
SEN & Complex Need TA
Verwood Church of England First School & Nursery
07.2021 - 04.2024
- Special educational needs (SEN) teaching assistant to support teachers to help children with special educational needs and disabilities
- Produce & create learning materials under the supervision of the teacher
- Work inside or outside the classroom with individuals or groups
- Adapt support according to needs
- Look after children's physical, social, and emotional welfare
- Implementation of Positive behaviour management
- Create a stimulating environment
- Give information and help to teachers
- Keep records and attend review meetings
- Work alongside professionals such as speech and language therapists and physiotherapists
- Provide a safe and healthy environment and follow safeguarding procedures.
SEN Educational support worker
Aurora Boveridge College – The Beeches School
10.2020 - 07.2021
- Support and facilitate the learning and independence of students
- Contribute to planning, preparation, implementation, and evaluation of education programmes, plans, and reports
- Contribute to assessing, recording, and reporting on young peoples' progress
- Promote and encourage independence
- Keep records accurately and up to date
- Ensure safeguarding and health and safety procedures are always followed
- Promote the development of positive social behaviours and self-regulation skills
Nursery Practitioner / Supporting SENCO / 1:1
Orchard Day Nursery
Verwood
01.2017 - 10.2020
- Providing high quality care and activities for and children which recognise both individual and group requirements in a secure, safe, and stimulating environment
- Organise activities, both inside and outside the Nursery, which encourages creativity, development, coordination, independence, self-expression, and learning through play
- Responsible for a group of children
- Monitor, assess, record and report on their development and progress
- Follow the Early Years Foundation Stage framework
- Working in partnership with parents and carers, recognising that parents are their children's first educators, and encourage parental involvement in the nursery
- Ensuring child protection issues and follow the nursery's Safeguarding Children policy and procedures
- Continuing to Participate in professional development and training
- Working in partnership with other Early Years professionals and outside agencies
- Preparing and serve food, milk, drink, and snacks to children, encouraging good nutrition and sociable eating
- Assisting children with personal care, including changing nappies, assisting with potty training and other associated welfare duties
- Carry out on-going cleaning of the nursery
- Carry out health and safety checks as required to ensure the environment is tidy, safe, clean, and secure for children, staff, parents/carers and visitors
- Setting up the environment influencing by your planning to support the needs of your key children
- Ensure your key children's tapestry is kept up to date with planning for their individual needs, the environment, observations, and photographic evidence
- Participating in free-flow systems
- This aids children's development in self-assurance, independence, making choices and self-selecting
- Ensure that no child is ever left on their own
- Support the children's play as and when required
- Remain familiar with the policies and procedures, always adhering to them
- Always display exemplary practice
- Uphold and carry out the duties with due regard to the Nursery's equalities and inclusion policies
- Cooperate in the implementation of the health and safety policy and ensure that the Nursery's practice and environment meets health and safety standards
- Undertake other duties appropriate to the grade and character of the work as may reasonably be required by the Nursery.
Fresh to go assistant
Morrison's Supermarket PLC
Verwood Dorset
- Refilled and rotated items on shelves to maintain well-stocked inventory
- Scanned shelves and product cases for expired stock and discarded outdated or spoiled items
- Weighed and labelled products
- Cleaned grocery shelves, storage area and work areas and kept floors free of spills, water, and hazardous debris
- Assisted the team in meeting sales, stock loss, labour objectives and margin goals to increase profitability
- Monitored temperature of cases, shelves and storage areas and reported failures to the manager
- Verified all deliveries against invoices and completed shortage reports
- Followed standards for product freshness, food safety, weights and measures, refrigeration, and sanitation
- Packaged and labelled products
- Cleaned meat aisles, storage areas and work areas, following all health and safety guidelines.
Checkout Team Manager
Morrison's Supermarket PLC
Verwood
- Responded to all customer enquiries thoroughly and professionally
- Referred unresolved customer grievances to designated departments for further investigation
- Placed special merchandise orders for customers
- Greeted customers in a timely fashion, whilst quickly determining their needs
- Processed cash and credit payments rapidly and accurately
- Conducted annual performance reviews
- Developed knowledge about products and sales items to answer shoppers' questions
- Unloaded customer bags into cars
- Supervised, trained and developed team members in accordance with company policies and procedures
- Processed credit cards, checks, gift cards and coupons
- Investigated and resolved customer enquiries and complaints in an empathetic manner
- Cross-trained and backed up other customer service managers
- Always Adhered to all confidentiality requirements
- Solved unresolved customer issues
- Assumed ownership of team productivity and managed workflow to meet or exceed quality service goals
- Strong leader of customer support staff
- Scheduled staff shifts to cover peaks and lulls in customer enquiries
- Trained staff on operating procedures and company services
- Identified individual development needs with appropriate training
- Effective liaison between customers and internal departments
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
- Maintained up-to-date knowledge of product and service changes
- Managed workflow to exceed quality service goals.
Checkout Operator
Morrison's Supermarket PLC
Verwood
- Developed positive customer relationships through friendly greetings and excellent service
- Answered questions regarding the store and its merchandise
- Engaged with customers in a sincere and friendly manner
- Built relationships with customers to increase likelihood of repeat business
- Responded to customer questions and requests in a prompt and efficient manner
- Processed cash and credit payments rapidly and accurately.
Sales Account Manager & Product Manager
Spire Technology Ltd
Verwood Dorset
08.2005 - 10.2007
- Managed a portfolio of Approx
- 50 accounts
- Handled client companies and new accounts
- Increased sales volume by adding new accounts into my territory
- Contacted new and existing customers to discuss new products and services
- Monitored market activity and quoted pricing to maintain healthy profit margins
- Organised joint sales calls with current customers and outside vendors
- Built client relationships by acting as the liaison between the customer service and sales teams
- Marketed a European based product into the UK marketplace
- Responsible for stock control and ordering
- Effectively managed a high volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Evaluated consumer reports monthly.
Export Account Manager
Key Industrial Equipment Ltd
Verwood Dorset
01.2004 - 08.2005
- Internal promotion from Call Centre Deputy Manager
- Answered external international calls
- Managed a portfolio account
- Monitored market activity and quoted pricing to maintain healthy profit margins
- Organised joint sales calls with current customers and outside vendors (Worldwide)
- Consulted with clients after sales and contract signings to resolve problems and provide ongoing support
- Obtained and evaluated credit information about prospective customers
- Described product to customers and accurately explained details and care of merchandise
- Answered product questions with up-to-date knowledge of sales and shop promotions
- Handled high-volume daily paperwork and cooperated with the accounting departments regarding invoicing and shipping problems
- Dedicated to continuously improving sales abilities and product knowledge
- Order / Quotation processing
- Data Cleansing.
Call Centre Deputy Manager
Key Industrial Equipment Ltd
Verwood Dorset
03.2001 - 01.2004
- Trained staff on operating procedures and company services
- Investigated and resolved customer enquiries and complaints in an empathetic manner
- Solved unresolved customer issues
- Responded promptly to enquiries and requests from prospective customers
- Assumed ownership of team productivity and managed workflow to meet or exceed quality service goals
- Updated customer orders from start to finish in an accurate and timely manner
- Effective liaison between customers and internal departments
- Maintained accurate records of overdue customer account activity
- Maintained up-to-date knowledge of product and service changes
- Effectively managed a high volume of inbound and outbound customer calls
- Prepared reports and communication for senior management and clients
- Managed high call volume with tact and professionalism
- Prepared reports and communication for senior management and clients
- Developed all process controls and metrics for daily management of the call centre
- Improved call centre functionality and service capacity by resolving customer complaints efficiently and quickly
- Quality Assurance
- Various Department Liaison
- Courier Management.
Call Centre Clerk
Key Industrial Equipment Ltd
Verwood Dorset
03.2000 - 03.2001
- Effectively managed a high volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched, and resolved customer service issues
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centre environment
- Identified chronic customer issues by creating and maintaining customer complaint log
- Referred unresolved customer grievances to designated departments for further investigation
- Resolved service, pricing, and technical problems for customers by asking clear and specific questions
- Progressing of Customer Orders
- Processing of customer orders & quotation Requests
- Database cleansing.
Office Junior
Key Industrial Equipment Ltd
Verwood Dorset
09.1999 - 03.2000
- My responsibility as Office junior was to support the Call Centre Manager and staff in the day to day running of the department
- My daily tasks involved the opening of the post, clearing and distribution of faxes and internal post, General filing, Photocopying, meeting customers and suppliers from main reception and directing them within the building, ensure refreshment were offered and provided.
SEND & Intervention Lead
Emmanuel Middle School
Verwood, Dorset
02.2025 - Current
- Intervention Design & Delivery: Develop, plan, and lead structured 1:1 or small-group interventions to address specific barriers to learning for students with SEND.
Specialist Support: Provide expert support and guidance to students with a range of SEND, including literacy, numeracy, social communication, and emotional regulation.
Progress Monitoring: Observe and assess student performance, record progress, and provide feedback to the SENCO or class teachers.
Collaboration: Work closely with class teachers, parents, carers, and other professionals (e.g., occupational therapists, speech and language therapists) to support student learning.
IEP/Behavior Plan Development: Assist in developing and implementing Individual Education Plans or Behaviour Plans for individual students.
Promoting Inclusion: Foster an inclusive environment where all students feel accepted and encouraged to participate in learning.
Resource Management: Organize and manage teaching spaces and resources to maintain a stimulating and safe learning environment.
Leadership and Mentoring: Supervise and direct the work of other adults involved in supporting learning, such as Learning Support Assistants (LSAs).
Safeguarding: Promote and safeguard the welfare of children and young people, reporting any concerns to the appropriate person.
Education
Modern Apprenticeship - Customer Service
Institute of Customer Service
NVQ Level 2 -
Effective Customer Care
NVQ Level 3 -
Effective Customer Care
Diploma of Higher Education - Educational Psychology ( Level 3 )
1 training Ltd
London TQUK Level 2 - The Understanding of children & young peoples mental health
Isle of Wight College
Cache Level 2 - Understanding and managing behaviours that challenge
Bridgewater & Taunton College
Paediatric First Aid -
St Johns Ambulance
PooleGCSEs -
Queen Elizabeth's Upper School
Wimborne Minster, DorsetSkills
Effective problem solver
- Adherence to high customer service standards
- Exceptional telephone etiquette
- Exceptional interpersonal communication
- Excellent time management skills
- Empathetic listener
- Strong & confident communicator
Timeline
SEND & Intervention Lead
Emmanuel Middle School
02.2025 - Current
Area Manager
Bloom Cleaning Company
04.2024 - 02.2025
Lead Instructor
Computer Xplorers
09.2023 - 05.2024
Area Supervisor
Bloom Cleaning Company
08.2023 - Current
SEN & Complex Need TA
Verwood Church of England First School & Nursery
07.2021 - 04.2024
SEN Educational support worker
Aurora Boveridge College – The Beeches School
10.2020 - 07.2021
Nursery Practitioner / Supporting SENCO / 1:1
Orchard Day Nursery
01.2017 - 10.2020
Sales Account Manager & Product Manager
Spire Technology Ltd
08.2005 - 10.2007
Export Account Manager
Key Industrial Equipment Ltd
01.2004 - 08.2005
Call Centre Deputy Manager
Key Industrial Equipment Ltd
03.2001 - 01.2004
Call Centre Clerk
Key Industrial Equipment Ltd
03.2000 - 03.2001
Office Junior
Key Industrial Equipment Ltd
09.1999 - 03.2000
Fresh to go assistant
Morrison's Supermarket PLC
Checkout Team Manager
Morrison's Supermarket PLC
Checkout Operator
Morrison's Supermarket PLC
Modern Apprenticeship - Customer Service
Institute of Customer Service
NVQ Level 2 -
Effective Customer Care
NVQ Level 3 -
Effective Customer Care
Diploma of Higher Education - Educational Psychology ( Level 3 )
1 training Ltd
TQUK Level 2 - The Understanding of children & young peoples mental health
Isle of Wight College
Cache Level 2 - Understanding and managing behaviours that challenge
Bridgewater & Taunton College
Paediatric First Aid -
St Johns Ambulance
GCSEs -
Queen Elizabeth's Upper School