Shannen Pendred

• Delivering high-quality customer support in a fast-paced call centre environment, handling a high volume of inbound calls with empathy, accuracy, and professionalism.
• Completed 6 weeks of structured training, developing in-depth knowledge of Motability products, policies, and customer care standards.
• Using Genesys to manage inbound calls, track interactions, and meet performance and compliance targets.
• Navigating ALFA systems to access customer accounts, update records, process requests, and resolve queries efficiently.
• Resolving complex customer issues while maintaining a calm, reassuring manner, ensuring positive customer outcomes.
• Adhering to strict data protection, compliance, and quality assurance procedures at all times.
• Consistently demonstrated strong communication, active listening, and problem-solving skills.

• Seasonal job for the past two years
• Waitressing in a fast-paced, high-demand hotel environment
• Catering to both returning guests and day trippers on a secluded island
• Providing exceptional customer service
• Efficiently taking and serving orders, using an EPOS system till to input orders and take payments.
• Managing multiple tables during peak hours
• Collaborating with kitchen staff for timely food delivery
• Handling transactions and vouchers
• Addressing guest inquiries
• Responsible for creating weekly rotas for front-of-house staff, ensuring full coverage across all areas and fair distribution of hours.

(Temporary position during winter break from Ireland)

• Investigated outstanding debts by identifying property ownership and tenancy details.
• Used Junifer software to review payment records, apply late fees, and update account information.
• Sent professional template emails to clients and estate agents to verify occupancy and payment responsibility.
• Managed a high volume of cases with strong attention to detail and accuracy.
• Ensured all communication complied with company policies and financial regulations.

• Promoted to Assistant Manager in the second season after being promoted to supervisor in my first season
• Responsible for table planning, staff management, and delegation of the team
• Maintained a professional and positive team environment
• Trained new staff and individuals with no previous hospitality experience
• Successfully handled challenges, including last-minute rota changes
• Demonstrated adaptability and effective problem-solving
• Developed expertise in silver service, wine knowledge, allergy advice, customer rapport, kitchen rapport, and hotel operations
• Built great relationships with guests, many of whom were returnees
• Communicated effectively with the Head chefs and other team members to ensure smooth operations from kitchen to table
• Gained immense passion for customer service within hospitality

• Led team in table planning and staff management, ensuring seamless operations and guest satisfaction.
• Trained new staff in hospitality, enhancing team skills and service quality.
• Adapted to last-minute changes, maintaining operational efficiency and team morale.
• Rapidly advanced to supervisor role, demonstrating leadership potential.
• Effectively handled last-minute rota changes, ensuring smooth restaurant operations.
• Cultivated strong rapport with kitchen staff and customers, enhancing overall dining experience. Provided comprehensive allergy advice, prioritizing guest safety.

(Live-in role)

• Thrived in a small country pub environment, undertaking various waiting tasks, kitchen responsibilities, and excelling in customer service during a challenging period
• Demonstrated skills in food service, table service, order-taking, complaint resolution, upselling, and till work

• Managed an independent team, collaborating closely with clients to provide excellent cleaning services
• Focused on customer service, handled bookings and complaints, and promoted additional business offerings
• Adhered to company policies and procedures
• Built great relationships with clients
• Maintained a strong customer focus in the role
• Was physically demanding but enjoyed the workout
• Demonstrated quick and effective service when on a time limit