SHARON WOJTACHA
Longniddry,East Lothian
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
A people person, trustworthy, and detail-oriented, as well as diligent, optimistic, and well-organized. I am a strong leader with a proven track record of improving team performance through strategic problem-solving and exceptional people management, with many of these skills gained during my 15 years of employment with Menzies Aviation, where I advanced my career by becoming a senior manager responsible for working collaboratively to align logistics with objectives and overseeing day-to-day duties that required strong planning and organisation skills that fundamentally ensured the safe departure of around 14 flights a day.
Taking a break from full-time employment to embrace parenthood, I chose to make the most of my time and am now in my third year of studying for a BA honours degree in International Hospitality, Tourism Management, and Events. The course gives a wealth of knowledge and skills that I can now use to supplement my significant expertise in the HTE sector.
During my HTE degree, I undertook an internship at the Renaissance Golf Club, home of the Scottish Open, which provided great insight into the management of a five-star business. I have continued to work part-time as part of the Members Service Team, demonstrating my abilities as a planner and organiser with a desire for professional and corporate success.
Overview
27
27
years of professional experience
Work history
Guests Reservation Coordinator
Renaissance Golf Club
Archerfield
03.2022 - Current
- Delivering superior customer service to over 250 members and guests
- Manage room reservations
- Designed guest itineraries for all visiting members
- Work flexible shifts
- Keyholder
- Assisted in creating and updating project documentation templates.
- Demonstrated resilience and composure under pressure for successful project outcomes.
- Addressed customer complaints and resolved issues.
- Build and maintain strong relationships with partners and key stakeholders.
- Discussed issues and brainstormed solutions with various groups and individuals to maintain project progress.
- Managed and prioritised varied and busy workloads to meet deadlines.
- Liaised comfortably and confidently with all levels of staff using appropriate tact and diplomacy.
- Planned and coordinated events and activities, maintaining a seamless and efficient workflow.
- Received and actioned feedback to improve personal performance.
- Monitored processes and proposed recommendations for improvements.
Patient Care Advisor
NHS
Haddington
04.2017 - 09.2021
- Collated and stored data for patient records in line with strict confidentiality and sensitivity
- Established good working relationships with staff and patients
- Triaged telephone calls, performing well under pressure
- Administered repeat and acute prescription requests
- Consulted with hospital departments for patient appointments and results
- Dealt with patient complaints and queries
- Arranged travel for patients through voluntary services
- Coached and trained new team members on call handling and NHS computer systems.
- Increased customer satisfaction by resolving issues.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
Supervisor, Gate Coordinator, and Duty Manager
Menzies Aviation
Edinburgh
06.2002 - 04.2017
- Collaborated with airlines to establish project guidelines and create unique products to drive profitability
- Trained, coached, and mentored staff in all airline policies and procedures and airport requirements
- Implemented employee targets and rewards
- Produced rosters and annual leave, and conducted back-to-work interviews
- Met targets, including on-time performance set by airlines, maintaining 95-98% OTP for 3 months.
- Maintained excellent working knowledge of airline industries and trends
- Resolved customer queries through effective communication and provided step-by-step solutions
- Maximised revenue by strategically upselling customers' items, increasing sales
- Used proactive problem-solving skills to resolve issues quickly and effectively, minimising operational disruption
- Dealt with customer concerns and resolved problems
- Upheld compliances and followed company and industry-set standards, addressing rule violations by passengers and disciplining employees for misconduct
- Dealt with cancelled flights by arranging new flights, supplying food vouchers, and arranging accommodation when required
- Offloading any abusive or intoxicated passengers while liaising with airport police and airport security.
- Guided and coached staff to achieve individual growth and sales production targets.
- Managed the daily planning of workplace operations, clearly communicating targets to staff for smooth, efficient task delivery.
- Offered instruction, coaching, and motivation for enhanced team morale.
- Led by example to maintain team motivation, ensuring daily tasks were performed accurately and efficiently.
- Built customer retention and satisfaction by delivering top-quality service.
- Acted as point of contact and motivation for employees.
Receptionist
Klownz
Edinburgh
03.1997 - 06.2002
- Provided an elevated customer experience to generate a loyal clientele
- Helped drive sales goals and achieve monthly quotas
- Built long-term customer relationships and advised customers on purchases and promotions
- Earned management trust by serving as a key holder.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Answered 50+ telephone calls per day, compiling detailed notes and promptly forwarding as required.
- Reduced waiting times through effective time and resource management.
Education
HNC - Travel & Tourism
09.1998
High School Diploma - English
06.1998
Faultless customer care Complaint handling Relationship management Tourism development Complex negotiations
Skills
- Advanced product knowledge
- Lead management
- Dispute resolution
- Customer retention
- Customer experience
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
Guests Reservation Coordinator - Renaissance Golf Club
03.2022 - Current
Patient Care Advisor - NHS
04.2017 - 09.2021
Supervisor, Gate Coordinator, and Duty Manager - Menzies Aviation
06.2002 - 04.2017
Receptionist - Klownz
03.1997 - 06.2002
Edinburgh Telford College - HNC, Travel & Tourism
Preston Lodge High School - High School Diploma, English
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