Sarah - Louise Shaw

Role Overview
I provide first-line IT support to colleagues across the UK, delivering high-quality technical assistance and exceptional customer service. Having joined from a non-IT background, I have successfully learned the role from scratch and consistently perform at a high level within the team.

Key Responsibilities

• Answer and manage inbound calls from colleagues nationwide, providing timely support for a wide range of IT-related issues
• Troubleshoot, resolve, and escalate technical incidents in line with service desk procedures and SLAs
• Deliver clear, patient, and professional communication tailored to users with varying levels of technical knowledge
• Accurately log, update, and manage support tickets to ensure efficient resolution and follow-up
• Consistently meet and exceed performance targets and quality standards
• Support colleagues by sharing knowledge and contributing to a collaborative team environment

Achievements

• Progressed into a strong technical performer despite entering the role with no prior IT background
• Ranked consistently within the top three performers on the team each month
• Received multiple Epic Rewards from management in recognition of outstanding performance and statistics
• Gained positive recognition and rewards from colleagues across the UK for providing effective and reliable support

Additional Responsibilities

• Represent ITG on the Prestatyn Colleague Council, acting as a liaison between colleagues and IT to support engagement and communication

Personal Attributes

• Strong problem-solving skills with the ability to think logically and resolve issues efficiently
• Excellent attention to detail, ensuring accuracy in ticket logging, troubleshooting, and follow-up
• Able to work effectively under pressure while managing high call volumes and competing priorities
• Highly motivated with a strong willingness to learn and continuously improve technical skills
• Committed to giving maximum effort and delivering the best possible results in every role
• Reliable, approachable, and dedicated to professional growth and team success

• To teach various subjects, gel nails, nail art, pedicures, dermaplaning, spray tans, hair up
• Educate students about safety requirements and consistently enforce rules and the importance of salon safety
• Taught students about tools, equipment and correct technique for each individual lesson.
• Tested student knowledge through practical examinations and written tests
• Lesson planning and powerpoint presentations
• Applied industry knowledge to develop students into successful beauty professionals
• Facilitated collaboration in class environments, preparing students for future professional work.
• Supervised on-the-job training for vocational students to demonstrate methods, procedures and techniques.
• Observed students to identify areas of knowledge or skill gaps, and re-demonstrated key information.
• Assigned homework and special projects to help students further explore course topics.
• Compared students with employer expectations to determine current training needs.
• Maintained course records covering attendance, participation and grades.
• Helped students understand industry-specific practices and regulations impacting work.
• Promoted positive impact of the beauty profession and answered student questions.
• Demonstrated techniques to students, showing correct methods and safe approaches for different treatments

• Creating a clean, safe, relaxed and enjoyable environment for clients
• Creating original and unique nails for clients.
• Offering numerous services such as nails, pedicures, brows, spray tans, lash tinting, dermaplaning and special fx make up
• Book keeping which includes diary, money, taxes, client information & consultation forms, covid forms, pre and post aftercare advice, insurance documents, stock taking, ordering, patch test forms. I use a system called Ovatu which allows me to create medical and other forms, store them safely online, keep track of clients appointments, SDS, notes etc.
• Stored chemicals correctly for optimal safety
• Delivered personable and friendly service to encourage return custom
• Listened to customer requests and concerns, making each client feel valued and understood. No one is or ever should be disrespected or discriminated against
• Carried out patch tests in line with salon procedures
• Responded to customer requests and concerns in timely manner
• Used protective equipment for specific treatments.
• Sterilised equipment and kept salon tidy
• I strive to create a professional but friendly relaxed salon, I feel this helps clients enjoy their treatment while feeling they are in safe capable hands. I always aim to have as much knowledge and understanding in every treatment I offer. I am also very proud to offer services to everyone, no one is every discriminated against.

In 2007 I started my career as a trainee dental nurse at Hudson & Archers Dental Surgery in Rochdale, from here i progressed to...

• Heywood dental, Rochdale: Here I became a qualified nurse and then a lead nurse
• Circle Dental, Manchester: Lead Nurse
• Oasis Dental, Rhyl/Denbigh & Colwyn Bay: Dental Nurse/Lead Nurse
• Dentalign, Colwyn Bay: Dental Nurse/Lead Nurse/Qualified Orthodontic Nurse/Private Co-ordinator/Assistant Manager.

During my dental career my responsibilities included;

• Assisting patients, the dentists, manager and area manager
• Working within a team environment
• Ordering stock
• Cash handling
• NHS and private targets
• Ensuring everyone is using correct PPE
• Dealing with patient complaints
• Promoting the practice and services
• Staff Rotas
• Staff 1 to 1s
• Hiring staff
• Staff team building
• Staff motivation
• Ensuring everyone is up to date and qualified in all relevant roles & responsibilities, first aid, fire procedures, regulations etc.
• Maintenance of equipment
• Reception duties
• Opening and closing the practice