Shawn Marks

Currently working towards a Level 3 CIPD qualification in People Practice, developing a strong foundation in HR principles including employee relations, resourcing, performance management and employment law. Gaining practical knowledge to support people-focused decision-making and contribute to effective HR practices within a fast-paced organisational environment.

Currently working towards a Level 3 HR Support apprenticeship, developing knowledge and practical skills in employee relations, recruitment, performance management and HR compliance. Gaining hands-on experience in supporting the employee lifecycle, using people data and insights, and applying HR best practices aligned with UK employment legislation and organisational policies

During my high school years at GCSE I studied Business Management, Web Design and Development, Computer Science (IT) which were some of my favorite subjects at the time achieving grade B to A. I also studied English, Maths, Science and History. Achieving a grade C or above.

As I have a passion for IT, web design and development I wanted to study and possibly go into this field. I learn the inner workings of how computers are built, designed and how the programming of software helps then run for the end user experience. Skills I learnt from this course were operating virtual machines, computer networking, building computers from parts and earned a certificate in Excel as part of the Microsoft training programme. I also studied web design and development. During this time I developed my web design skills and programming skills of both backend and front end services such as HTML, CSS, JS, PHP, APACHE, MYSQL, Ubuntu and running web servers.

Achieved a PASS in the Level 3 Hospitality Supervisor apprenticeship, developing strong leadership, communication and operational management skills within a fast-paced environment. Gained practical experience in team leadership, customer service, performance management and compliance, supporting the effective day-to-day running of restaurant operations while meeting business and customer expectations.

A strong focus on employee engagement, relations and performance within a fast-paced, multi-site environment. Experienced in managing end-to-end employee lifecycle processes, including recruitment, onboarding, performance management and exit procedures, while ensuring compliance with UK employment legislation and company policies. Skilled in handling complex employee relations cases, conducting investigations, and providing coaching to managers on best practice. Uses data and insights to drive engagement, improve retention and support decision-making, while maintaining accurate HR records and optimising processes. Builds positive working environments through proactive well-being support, recognition initiatives and effective stakeholder collaboration across all levels of the business.

• Prepared detailed reports for senior management, outlining operational performance and strategic recommendations.
• Reviewed and updated operational procedures, ensuring alignment with current best practices and regulatory requirements.
• Led training sessions on regulatory compliance, enhancing team's knowledge and skills.
• Investigated complaints and took corrective actions, improving service quality and customer satisfaction.
• Facilitated workshops, enhancing team cohesion and problem-solving capabilities.

As SRI Champion and People Department Lead, I promoted a strong speak-up culture by embedding zero tolerance, open door and fair treatment policies, encouraging employees to raise concerns and helping create a safer, more inclusive workplace. I increased awareness of SRI principles, empowering team members to recognise and report issues, which contributed to improved engagement and trust across the restaurant. Alongside this, ensured people practices, scheduling, and learning and development systems were effectively implemented and maintained to a high standard. I demonstrated strong leadership by supporting and coaching managers, leading team initiatives, and using data and critical thinking to solve problems and improve performance. Passionate about people, I consistently focused on enhancing employee experience, driving productivity, and supporting informed decision-making within a fast-paced environment.

• Collaborated with team members to achieve performance targets, fostering a sense of accountability and teamwork.
• Resolved customer complaints with effective communication and problem-solving, enhancing customer satisfaction and loyalty.
• Maintained cleanliness and safety of work areas, minimising risks and promoting a safe working environment.

Managed end-to-end shift operations in fast-paced environment, deploying crew effectively to meet sales demand while controlling labour and maintaining productivity. Ensured high standards of cleanliness, food safety, and stock management; conducted regular checks and took corrective action as needed. Led Customer Department in executing core systems across service, production, and food safety throughout all dayparts. Collaborated with salaried management team to ensure compliance with legal and company requirements, particularly regarding food safety documentation and audit readiness. Coached shift managers daily, providing guidance and accountability to enhance performance and deliver high-quality customer experience.

• Supervised 15 staff, delegating tasks and managing schedules to enhance shift efficiency.
• Managed cash handling processes, including till reconciliation and deposit preparation, with zero discrepancies.
• Resolved customer complaints with tact and diplomacy, turning dissatisfied guests into repeat customers.

Started as a Crew Member in a fast-paced, customer-focused environment, working a wide range of flexible shifts, including late-night closes, to support daily operations and ensure the restaurant was clean, fully stocked and ready for the next trading day. Delivered high-quality customer service, took orders, prepared food, handled payments and maintained cleanliness standards in line with food safety requirements. Demonstrated strong teamwork by supporting colleagues across all stations, including front counter, drive-thru and kitchen. Promoted to Crew Trainer, taking responsibility for onboarding and coaching new starters, ensuring they are confident and competent across all areas of the restaurant. Built positive relationships with new team members, creating a supportive and welcoming environment that improved confidence, engagement and overall team performance.

• Provided timely and accurate service to enhance customer satisfaction.
• Collaborated with team members to deliver seamless service during peak times.
• Resolved customer complaints with understanding and professionalism, ensuring positive experiences.

Provided IT support across a portfolio of 40+ active clients, working closely with the business owner to support the day-to-day running of operations. Delivered both remote and on-site technical support, troubleshooting a wide range of hardware and software issues to ensure minimal disruption to client services. Installed, configured and maintained servers and IT infrastructure, while also carrying out computer repairs, system upgrades and data migrations, including backing up and transferring data to new hardware. Built strong client relationships through face-to-face support visits, diagnosing issues quickly and providing effective solutions, and where required, returned equipment to the office for further repair or replacement. Demonstrated strong problem-solving, organisation and customer service skills in a fast-paced, client-focused environment.

• Installed and maintained computer hardware, software, systems, networks, printers, and scanners to ensure seamless business operations.
• Configured user workstations by connecting cables and installing essential software for user accessibility.
• Conducted regular checks on computers and equipment to ensure uninterrupted IT services.

IT Technician responsible for supporting and maintaining the Houlton server network, providing first-line support to both office-based staff and on-site teams via VPN. Worked closely with management to deliver day-to-day IT support, resolving hardware, software and connectivity issues efficiently to minimise downtime. Set up and configured laptops, desktops, mobile devices and other IT equipment for new and existing users, ensuring they were fully operational and secure. Carried out regular system maintenance, including daily server checks, backup tape management and monitoring system performance to ensure business continuity. Managed IT administration tasks such as tracking asset allocation, monitoring printer usage, maintaining equipment records and coordinating the procurement of hardware and software. Demonstrated strong organisational, problem-solving and customer service skills while supporting a fast-paced, multi-site operational environment.

• Diagnosed software and hardware issues for users, minimising work disruptions through effective technical support.
• Implemented software upgrades, improving performance and security across systems.
• Facilitated onboarding of customers with new software and applications, enhancing user experience and adoption.

Enhanced face-to-face interaction abilities through practical experience in customer service role.

• Conducted data entry tasks with a high degree of accuracy, updating databases and maintaining up-to-date records.
• Handled confidential documents, ensuring secure filing and retrieval as per compliance regulations.
• Secured data by following confidentiality procedures.