Sarah Cluckie

Worked as a Patient Administrator at the largest private hospital complex in Scotland. Assisted upwards of 500 patients and customers per day, ensuring the best quality service was provided to
all who entered the hospital.

• Facilitated effective communication with staff, consultants and NHS services to promote high quality patient care. Personal audit scoring was 100% as of May 2024, achieving consistently
  positive feedback from managers about the quality of my work.
• Achieved proficiency in industry-specific tools and software, including WorkDay, through hands-on training.
• Assisted supervisor with various HR functions, including organising department meetings and training new team members on company standards, procedures and best-working practices.
• Oversaw multi-line phone system, transcribing phone messages and relaying these to the appropriate personnel, ensuring patient queries were dealt with swiftly and effectively.

Chose to leave this role and take a career break to care for my elderly grandmother who has dementia. She has since moved into a residential home and I am ready to re-enter the professional sphere.

Worked as a summer school Centre Manager at a language school based at Queen Margaret University in Edinburgh- hosting pupils aged 8-22 and their representatives. Responsible for the the overall running of the campus and programme.

• Offered friendly and efficient service to clients and agencies, understanding their needs, providing excellent service as well as handling changing priorities and challenging situations with ease.
  Learned and adapted quickly to new technology and software applications, using strong analytical and problem-solving skills to develop effective solutions to any issues that arose.
• Managed team of 31 employees, overseeing recruitment, training and professional growth.
• Worked on implementing new feedback initiatives, considering various mediums that would work best for specific audiences. Digitised feedback forms into QR code availability for teachers and students, and hosted daily meetings with campus staff and agency representatives to gather instant feedback. Changes were able to be implemented quickly and efficiently. This resulted in increased student and staff satisfaction, up 23% overall from last operating year (2019).
• Designed and created detailed plans and reports for agency representatives on their English language programmes and excursion schedules.
• Updated the company brochures and online marketing presence to reach a wider audience and promote future business.

• Maintained excellent product knowledge to assist customers and provide great solutions.
• Interacted positively with team members and customers to promote commitment to the organisation's vision and values.
• Opened and closed store by counting cash, closing and opening registers and creating daily staff assignments.
• Analysed customer levels and planned resources according to needs.
• Maintained a clean and organised guest-friendly environment to drive sales and encourage repeat business.
• Focused on and worked towards the store’s sales targets and its current performance versus like-for-like/target/company figures.
• Transferred and received stock to guarantee product stability.
• Ensured staff rotas were complete and distributed accordingly.

• Worked with members of the team across different departments, including technical support, business support and operations to gain insight into how the store operates as a whole and to develop new skills. Also supported the operations team during busy periods which required processing of deliveries, delivery of products to customers, stock-control and inventory management- as well as the processing of parts and materials.
• Listened to the wants and needs of the customer, providing tailored solutions and advice to ensure the customer had the best in-store experience possible.
• Have achieved consistently high feedback from managers and customers about quality of work. Personal Net Promoter score at 100% as of leaving date of June 2021.
• Involved in numerous pilot schemes with the company, trialing certain features and functions of both online and in-person shopping and support. Many of the schemes were a success, with the features now rolled out across the U.K. and U.S. and being trialed in other countries across the globe.
• Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
• Maintained database systems to track and analyse operational data.
• Worked closely with colleagues on the ‘Forum' team and in the ‘People' department to implement new company wide inclusion and diversity policies. Participated in discussions with the Black@Apple Group, Women@Apple and with LGBTQ+ groups on topics such as overcoming unconscious bias and the importance of a diverse workforce to inform policy development.

• Developed strong communication skills during my time with the company as a result of having to deal with customers of all ages and backgrounds, resolving any issues or queries they may have in a kind, patient and understanding manner.
• Promoted to the role of Healthcare Assistant after a short period of time with the company in recognition of my teamwork and interpersonal skills.
• Trained multiple staff members on customer service and standard operating procedures, as well as helping them to better understand stock control methods.
• Ensured all risk assessments were up-to-date and that appropriate training was delivered.
• Implemented a new stock control method to ensure that we were operating as efficiently as possible.
• Responsible for the wellbeing of patients and solving medication queries.
• Learned the importance of precision, discretion and problem solving when dealing with complicated queries.

• Worked in a busy environment which required flexibility and adaptability to changing concerns and priorities.
• Dealt with acquisition of academic texts for different courses.
• Developed extensive knowledge of course reading lists in order to ensure stock was available and students could access reading materials easily and efficiently.
• Recommended products to customers, thoroughly explaining details and providing tailored solutions. This contributed to a 28% increase in business sales from the previous operating year.
• Further expanded interpersonal communication and technical prowess during time with the company. For example, the role required an understanding of, and training on, new systems and software.
• Communicated with suppliers to maintain updated information regarding status of current orders.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Required to adjust to not only new stock control methods and systems, but new clientele. As a result, communication skills were further developed- being required to deal with students, foreign language speakers, and elderly customers alike.
• Sought ways to improve processes and services provided.
• Answered customer questions about product availability and shipment times.

• Served as an activity leader and an English teacher, assisting students in their quest to gain a more in-depth understanding of the English language both in the classroom and out on visits to cultural sites across the UK. Company extended an invite to return to the post in 2019 which was accepted.
• Working with teachers and students of all ages and nationalities, the role required excellent communication, flexibility, organisation and public speaking skills to provide all with the best experience possible.
• Completed in-service and additional training to maintain professional growth.
• Was the company's Scottish representative and guide during the British Council inspections in 2019. This required informing the visitors of the successes of the company and ensuring all planning and training was completed to a high standard.