Rory William Nicholson
Sheffield
Summary
I am someone who has always found a great sense of pride and satisfaction from a job well done. This is a trait that has motivated me throughout my working life wether in the hospitality sector counting the till after a busy shift or after receiving great feed back from my Call Centre manager for a well handled call. I am always eager to take on new skills and keep growing as well as learning from past mistakes and helping others.
Overview
13
13
years of professional experience
10
10
years of post-secondary education
Work history
Customer Experience Agent
G4S
Sheffield
2023.12 - 2026.01
- I Joined G4S through an agency in December of 2023 and after a probation period I was taken on permanently in April of 2024.
- My role is work from home based. I am part of a team of two hundred people who's role is to answer phone in enquiries from claimants/representatives of claimants of both Carers Allowance and Attendance Allowance benefits claims as well performing admin based tasks in relation to these enquiries. Tasks such as passing relevant customer information efficiently and securely up the chain to the relevant team. Updating Customer details upon request. Dispatching letters of entitlement and other relevant benefit documentation to Customers. My job requires high levels of professionalism when moving from call to call. Each customer is different but must always be reassured they are speaking to a confident and engaged agent from the start to the end of their call.
General Manager
Sports Shack Sheffield/The Owls Nest Bar
Sheffield
2022.06 - 2023.11
- I was hired to Sports Shack initially as a Duty manager at the Hillsborough branch before rising to full manager of the bar in September 2022 and then General Manager of the whole business as of June 2023.
- Despite being based primarily at Hillsborough (now rebranded to 'The Owls Nest'), I took on extra hours at Sports Shack on Ecclesall Road and Woodseats (now closed down).
- My position required me to oversee day to day running of both sites, ensuring smooth running by the other staff, doing the staff rotas for both bars.
- Ensuring high levels of cleanliness, stock levels and customer service.
- 'The Owls Nest' is extremely busy on Sheffield Wednesday match days and so my responsibility is to make sure things run smoothly both before and after games at the busiest and most profitable times.
Bar Staff
The Stack Lounge Sheffield
2021.09 - 2022.06
- I gained employment in this sports bar after completing my university degree.
- I worked there for 9 months, being close to Bramall Lane it was extremely busy on Sheffield United home games so it was a very bustling environment at those times.
- My job required me to serve drinks and food working alone at quieter times and in a small team at busier ones as well as maintaining high standards of cleanliness and customer service.
- We also had several rooms available to hire of varying sizes. These lead to groups of people booking for birthday partys and other special events of which we would always endeavour to make sure the customer experience was a pleasant one.
Bar Staff/Bar Supervisor
The Near Boot
Carlisle
2012.10 - 2020.03
- I began working at The Near Boot Pub at the age of 16 shortly after finishing school. My employment here would span over three different managements.
- I began working front of house waiting tables and over the course of my seven and a half years of employment there I gained more experience and responsibility, working close shifts behind the bar, helping out in the kitchen as a Kitchen Porter and taking on additional tasks such as managing the beer cellar tidy and cleaning the beer lines.
- I became a supervisor and therefore responsible for the running of the lunch or dinner service I was working.
- This involved managing a small front of house team between 3-5 people and ensuring a healthy flow of communication between the kitchen and front of house as the pub was food orientated often extremely busy.
- I held high standards of customer service and always provided the customer with a good experience in order to secure their repeat business.
- I maintained my position seasonally when returning home from University during the holidays and half terms from 2018-2020 when the cover pandemic saw the pub close its doors for 18 months bringing my employment there to an end.
Retail Assistant
Homebase
Carlisle
2014.05 - 2014.12
- After I finished my college course I sought additional employment as at the time I was restricted to the amount of hours the pub could give.
- Although my time there was a brief six months I gained useful skills and discovered more about myself.
- My job there consisted of replenishing shelves and keeping them organised.
- From my time at Homebase I learned that I enjoyed fast, fluid and energetic working environment and working in a team.
- I have also taken away a greater understanding of how large businesses operate and what makes them successful.
Education
Bachelor of Arts with Honours - Film and Media Production
Sheffield Hallam University
Sheffield 2018.01 - 2021.01
Level 3 BTEC Extended certificate - Film and Media Production
Carlisle College of the Arts
Carlisle 2012.09 - 2014.06
GCSE -
Trinity School
Carlisle 2007.09 - 2012.06
Skills
- Strong communicator
- Team player
- Will go the extra mile
- Good at building rapport with Customers in any environment
- Calm under pressure
Personal Information
Date of birth: 30.10.1995
References
- Jon Stewart, Former Landlord, The Near Boot Inn, Whiteclosegate, Carlisle, Cumbria, CA3 0JA, 07787 884473
- Miss Rhiannon Gibbs, Former Manager, Sports Shack Sheffield, 271 Ecclesall Road, Sheffield, South Yorkshire, S11 8NX, 07849 393997
- Further available upon request
Timeline
Customer Experience Agent
G4S
2023.12 - 2026.01
General Manager
Sports Shack Sheffield/The Owls Nest Bar
2022.06 - 2023.11
Bar Staff
The Stack Lounge Sheffield
2021.09 - 2022.06
Bachelor of Arts with Honours - Film and Media Production
Sheffield Hallam University
2018.01 - 2021.01
Retail Assistant
Homebase
2014.05 - 2014.12
Bar Staff/Bar Supervisor
The Near Boot
2012.10 - 2020.03
Level 3 BTEC Extended certificate - Film and Media Production
Carlisle College of the Arts
2012.09 - 2014.06
GCSE -
Trinity School
2007.09 - 2012.06