Summary
Overview
Work history
Education
Skills
Certification
Languages
Timeline
Generic

Shirley Lane

Wombourne,South Staffordshire

Summary

Accomplished professional with extensive expertise in operations management, executive leadership, and business administration. Demonstrates exceptional organisational savvy and ethical conduct, ensuring optimal performance tracking and evaluations. Proficient in policy implementation, risk management, and change implementation, with a strong focus on data analysis and report preparation. Adept at managing performance, employee management, and customer relationship management. Skilled in travel booking and logistics, concise minute taking for team meetings, and public relations understanding. Committed to driving operational excellence through strategic policy updates and executive presence.

Overview

40
40
years of professional experience
1
1
year of post-secondary education
1
1
Certification

Work history

Executive officer

DWP
Wolverhampton, Wolverhampton
03.2001 - 11.2022
  • Improved office efficiency by streamlining administrative procedures.
  • Led team meetings for enhanced communication and problem-solving.
  • Conducted performance reviews to identify areas of improvement.
  • Built positive relationships with local representatives to stay current on needs and understand policy impacts.
  • Determined likely financial implications of proposed policy changes.
  • Encouraged dialogue about policy changes, leveraging information to better target initiatives and serve identified needs.
  • Facilitated communication between government agencies, citizens and businesses.
  • Collaborated with cross-functional teams to drive project success.
  • Bolstered staff morale through the implementation of team-building activities.
  • Provided supportive leadership during periods of organisational change.
  • Fostered a positive work environment by implementing employee incentives.
  • Prioritised tasks effectively, improving overall productivity levels.

Front office assistant

Arvantis Travel
Corfu Greece
04.1984 - 10.1994


  • Managed front desk operations, ensuring smooth workflow.
  • Ensured high-quality customer service with professional communication skills.
  • Handled confidential documents, maintaining privacy and security.
  • Resolved customer complaints for improved satisfaction rates.
  • Communicated effectively with clients over the phone to provide information and assistance.
  • Prioritised tasks effectively under pressure to meet deadlines.
  • Liquidated all cash from representatives of Thompson reps to pay venues.Booked excursions for tourists and organised coach and pick-ups.
  • Worked at the airport to ensure coaches and taxis were available for transfers on arrival and departure.
  • Dealt with coach company regarding pick-up points and times.
  • Before the start of each season, worked out pick-up times for departures from Thompson Holidays' apartments and hotels, ensuring coaches or taxis would have sufficient time to get customers to the airport, with plenty of time for their flights.
  • Took all monies to the local bank to pay into the correct account





  • holidays to ensure coach company, excursion

Holiday representative

Ventura Holidays
Corfu
03.1983 - 09.1983
  • Enhanced guest satisfaction by providing excellent customer service.
  • Solved guest complaints for improved holiday experience.
  • Improved company image with professional and friendly demeanour.
  • Conducted resort tours to familiarise guests with facilities.
  • Organised hotel bookings, ensured smooth check-ins.
  • Managed guest transportation by coordinating with local taxi services.
  • Ensured safe and enjoyable excursions for guest satisfaction.
  • Provided informative orientation briefings to enhance guest knowledge of the area.
  • Facilitated communication between guests and hotel staff for seamless service.
  • Coordinated emergency response procedures, ensured guest safety at all times.
  • Maintained in-depth knowledge of resort and local area through participation in product and destination training.
  • Maximised guest enjoyment by encouraging socialising and involving new arrivals in activities.

Education

Certificate of Higher Education - Business Studies

Sutton Coldfield College of Further Education
Sutton Coldfield, Birmingham
09.1973 - 06.1974

Skills

  • Organisational savvy
  • Ethical conduct
  • Operations optimisation
  • Executive presence
  • Managing performance
  • Policy implementation
  • Concise minute taking
  • Team meeting minutes
  • Travel booking and logistics
  • Performance tracking and evaluations
  • Change implementation
  • Data analysis and report preparation
  • Business administration
  • Employee management
  • Operations management
  • Customer relationship management
  • Executive leadership
  • Public relations understanding
  • Policy updates
  • Risk Management

Certification

I have NVQ level 3 in Customer Services

Languages

Greek
Elementary

Timeline

Executive officer

DWP
03.2001 - 11.2022

Front office assistant

Arvantis Travel
04.1984 - 10.1994

Holiday representative

Ventura Holidays
03.1983 - 09.1983

Certificate of Higher Education - Business Studies

Sutton Coldfield College of Further Education
09.1973 - 06.1974

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Shirley Lane