Ruby Mars
Middlesbrough
Summary
A knowledgeable and dedicated customer service professional with extensive experience in the food service industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented, with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
11
11
years of professional experience
5
5
Certification
Work History
Customer Care Coordinator
Persimmon Homes
Teesside
2025.09 - Current
- Liaise with site managers, sales, maintenance operatives and subcontractors to schedule and complete remedial works
- Conduct scheduled courtesy calls to evaluate customer satisfaction and identify outstanding issues
- Issue complaint acknowledgements and support escalations with clear, accurate documentation.
- Log, manage and prioritize cases through CRM systems, ensuring timely responses and high-quality service.
Mortgage Enquiry Consultant
Santander
Teesside
2025.01 - 2025.09
- Liaised with customers, management, and the sales team to better understand customer needs and recommend appropriate solutions.
- Support 200+ clients weekly via inbound telephony channels, providing mortgage and financial guidance in compliance with FCA regulations.
- Utilized CRM tools (Salesforce, MARS and Neo Cloud) to maintain customer records, track interactions, and escalate complex queries.
- Achieved consistent customer satisfaction ratings through clear, empathetic communication and rapid issue resolution.
Crew Member
McDonald's
2023.01 - 2025.01
- Awarded top crew member and employee of the month for June and July 2023
- Collaborating with crew members and managers to maintain high standards of service during high-volume, fast-paced operations
- Responsible for preparing, checking, assembling, and handing out client orders for home deliveries.
- Escalating problems or complaints to relevant managers for resolution
- Received and complemented allergen awareness, food safety, and hygiene training.
Bar Supervisor
Hap Solutions
2023.05 - 2023.10
- Supervised large-scale event teams catering to over 150 guests, coordinated stock flow, and ensured real-time quality control.
- Trained new hires on service protocols and hygiene standards.
- Adhered to state laws regarding alcoholic beverage services and customer regulations by ensuring bar guests were of legal age.
Fulfillment Associate
Amazon
2022.10 - 2023.01
- Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow
- Followed procedures at all times for personal and team safety
- Prepared and organized over 800 envelopes, packages, containers, and pallets daily.
- Received and reviewed new orders, located requested merchandise, and promptly initiated processing.
International Student Recruitment Consultant
GetIn Education consulting
2022.06 - 2022.10
- Organized and managed sensitive data input across six Excel spreadsheets, retrieving and delivering information monthly.
- Created and disseminated over 50 emails daily, demonstrating mastery of written communication and keen attention to detail.
- Monitored and implemented education trends and competitive products in the market to offer up-to-date services to clients
Freelance Content Writer
National Today
2021.12 - 2022.06
- Conducted extensive internet research to provide facts and statistics for articles and blogs.
- I wrote and edited high-quality content and visually impactful programs under deadline pressure with an exciting, captivating, and authentic approach.
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content with plagiarism levels of less than 8%
Undergraduate Student Researcher
Golden Bean Hotel
2019.02 - 2019.06
- Successfully created a food metric waste measuring system for the hotel's kitchen department
- Reviewed, edited and compiled invoice and analysis reports in the accounts department and obtained an average of 80% across all written and oral internship-related assignments
- Provided administrative and clerical support through notarizations and automated record-keeping
Logistics and Administration
Rad's Delicacy
2017.09 - 2018.09
- Created and implemented a record-keeping system for orders, inquiries, and invoices, resulting in a 20% increase in work efficiency.
- Provided ready-to-eat meals for 25% of the international student population at Kwame Nkrumah University.
- Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
Customer Service Manager
MultiChoice Broadcasting
2014.09 - 2016.09
- Resolved over 200 customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lag.
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisors.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Education
Master of Science - Food Science And Biotechnology
05.2024
- Completed Coursework: Food Chemistry Composition and analysis, Food Product Design and Manufacturing Process development, 2022.
- Completed Coursework: Food Biotechnology and Food safety engineering and Management, 2023
Bachelor of Science - Food Sciences And Technology
08.2020
- Recipient of the 4th Best Poster Presenter Award at the Ghana Science Association webinar in 2020.
- Student member, Association of Food Science and Technologists, KNUST
- Research Project : Quantification and analysis of food waste management in hospitality industries, using Golden Bean Hotel as a case study (completed with distinction)
- Thesis Statement : Formulation and evaluation of gluten-free tigernut and date-based energy bars (completed with distinction)
- Completed Coursework : Research Design and Implementation, Microbiology, Food Safety and Engineering, Food Product Development, Packaging and Design, 2020.
Skills
- Time management
- Verbal and written communication
- Point-of-sale operation
- Telephone etiquette
- Hospitality service expertise
- Critical thinking and creative problem-solving
- Microsoft Office proficiency
- Complaint resolution
Affiliations
Food Science and Technology Students' Association, Ghana, member 2016 - Present
British Red cross, Volunteer member 2022 - Present
Certification
- HACCP Level 3 certification - 2025
- Fundamentals of Operations Management—2025
- Food Safety and Hygiene – 2024
- British Red Cross Certification of Achievement – January 2024
- Action Counters Terrorism Training Certificate - June 2023
- Food Safety Verification Training - February 2023
Volunteering Experience
On-Campus British Red Cross Volunteer January 2023 – Present
- Support the British Red Cross's awareness-raising efforts, fundraising efforts, and disaster-relief efforts.
International Student Volunteer, Kumasi , Ghana Feb 2018 – Mar. 2019
- Engaged in recreational and caretaking roles with children from the ages of 6 months to 12 years at the King Jesus Charity orphanage
- Assisted with fundraising and donation collections for orphanages.
Timeline
Customer Care Coordinator - Persimmon Homes
2025.09 - Current
Mortgage Enquiry Consultant - Santander
2025.01 - 2025.09
Bar Supervisor - Hap Solutions
2023.05 - 2023.10
Crew Member - McDonald's
2023.01 - 2025.01
Fulfillment Associate - Amazon
2022.10 - 2023.01
International Student Recruitment Consultant - GetIn Education consulting
2022.06 - 2022.10
Freelance Content Writer - National Today
2021.12 - 2022.06
Undergraduate Student Researcher - Golden Bean Hotel
2019.02 - 2019.06
Logistics and Administration - Rad's Delicacy
2017.09 - 2018.09
Customer Service Manager - MultiChoice Broadcasting
2014.09 - 2016.09
Teesside University - Master of Science, Food Science And Biotechnology
Kwame Nkrumah University of Science And Technology - Bachelor of Science, Food Sciences And Technology