Shakeela Kemp
Essex,United Kingdom
Summary
Dependable professional with over eight years of experience in customer service and supervisory roles. Demonstrated ability to maintain composure and effectiveness in high-pressure situations, with strong skills in safety awareness, decision-making, and communication. Committed to transitioning into the rail industry as a Trainee Train Driver, bringing a disciplined approach and dedication to operational standards. Proven track record in following procedures accurately, managing time efficiently, and contributing to a safety-focused team environment.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Receptionist
St James facilities
City of London
10.2022 - 06.2025
- Handled all phone calls and initial meetings with patients and families professionally.
- Established first point of contact for guests and clients, delivering exceptional service.
- Maintained building cleanliness and organisation to enhance tenant satisfaction.
- Managed difficult situations calmly, providing effective solutions as needed.
- Trained multiple receptionists in Front of House skills for luxury corporate environments. Leading to a 20% improvement in customer feedback scores.
- Utilised Microsoft Word and other software tools to create documents and communications.
- Collaborated with team members in organising company events; enhancing team cohesion and morale building activities.
- Demonstrated respect, friendliness, and a willingness to assist at all times.
Supervisor Hospitality
Pergola Paddington
City of London
05.2021 - 10.2022
- Achieved target results through effective collaboration with team members.
- Performed daily inventory checks and independently ordered supplies worth up to £10,000 weekly.
- Supervised staff in drink preparation and food handling, ensuring adherence to procedures.
- Taught bar sales techniques, resulting in increased profits for the establishment.
- Delegated tasks to staff to meet objectives and optimise resource utilisation.
- Set and monitored quality and service standards for staff performance.
- Provided friendly, efficient customer service while effectively managing challenging situations.
- Completed paperwork by identifying discrepancies and ensuring prompt resolution.
Customer Services Advisor
Royal Bank of Scotland
Essex
01.2020 - 04.2021
- Delivered exceptional service to inbound telephony customers through effective probing questions and empathy.
- Achieved key KPI targets, ensuring high productivity and quality in customer service metrics.
- Adhered to protocols aligned with data protection legislation and organisational standards.
- Acquired and retained essential information to facilitate prompt and accurate responses to enquiries.
- De-escalated objections and disputes professionally to maintain customer satisfaction.
Customer Services Advisor
Ventrica
Essex
10.2019 - 01.2020
- Conducted training sessions and mentored team members to enhance productivity and service commitment.
- Responded to customer calls and emails, addressing inquiries about products and services.
- Delivered competent customer service by promptly resolving customer needs.
- Diagnosed and troubleshot product issues, maintaining strong customer satisfaction without escalation.
- Monitored key metrics and developed actionable insights to improve efficiency and performance.
- Processed inbound customer calls, providing information on service or product upgrades
Customer Services Assistant
Marks and Spencer's
Essex
06.2019 - 09.2019
- Recommended solutions to complex situations through thorough research and critical analysis.
- Supported customers by gathering data, evaluating needs, and implementing optimal resolutions.
- Contributed practical ideas to enhance process improvement initiatives.
- Liaised with internal teams to address customer concerns and escalate issues effectively.
Customer Services Assistant
Sports Direct
Essex
11.2017 - 11.2018
- Implemented proactive strategies to address customer needs and resolve concerns.
- Assisted large volumes of customers daily, promoting satisfaction through a positive approach.
- Maintained composure while managing issues in high-stress, fast-paced environments.
- Organised racks and shelves to enhance store presentation and promote targeted merchandise.
- Worked extended hours during sale events; ensured smooth running of operations.
Education
Advanced Level - Sports Leadership and Exercise Science - 90-Credit
Seevic College
09.2016 - 06.2019
General Certificate of Secondary Education - History, Mathematics, English Language, Science including Additional Science, Drama, Religious Education, Physical Education, Geography
The Eastwood Academy
09.2012 - 06.2016
Skills
- Database management
- Spreadsheet analysis
- Word processing
- Internet research
- Email communication
- Web design
- Graphic design
- Microsoft Office proficiency
- Excel expertise
- Word proficiency
- PowerPoint presentations
- Leadership abilities
- Verbal communication skills
- Written communication skills
- Performance metrics analysis
- Advanced problem solving
Certification
- SIA (Security Industry Authority) licence - Door Supervisor -Trained in security procedures and incident management
- Emergency First Aid at work certification- Able to respond effectively in emergency situations
- The Duke of Edinburgh's Award – Volunteering, Expedition & Physical Development
Accomplishments
Employee of the Year, St James Facilities – 2024
Recognised for developing an innovative visitor check-in system, improving reception efficiency and guest satisfaction in a high-profile corporate environment.
Affiliations
- Passionate about sport, personal development, and the gym. I love football
Timeline
Receptionist
St James facilities
10.2022 - 06.2025
Supervisor Hospitality
Pergola Paddington
05.2021 - 10.2022
Customer Services Advisor
Royal Bank of Scotland
01.2020 - 04.2021
Customer Services Advisor
Ventrica
10.2019 - 01.2020
Customer Services Assistant
Marks and Spencer's
06.2019 - 09.2019
Customer Services Assistant
Sports Direct
11.2017 - 11.2018
Advanced Level - Sports Leadership and Exercise Science - 90-Credit
Seevic College
09.2016 - 06.2019
General Certificate of Secondary Education - History, Mathematics, English Language, Science including Additional Science, Drama, Religious Education, Physical Education, Geography
The Eastwood Academy
09.2012 - 06.2016
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