Ushma Patel
Southall,Middlesex
Summary
Results-oriented professional, with over 15 years specializing in customer service excellence and stakeholder relationship management. Demonstrated expertise in process improvement, effective communication, and problem-solving. Proven track record of delivering data-driven insights through precise reporting and managing time efficiently. Committed to enhancing collaboration and optimizing processes to meet organizational objectives.
Overview
24
24
years of professional experience
Work history
Director and Business Owner
Business Owner
Southall, Middlesex
01.2015 - Current
- Transformed struggling pub into award-winning venue recognised for exceptional service and atmosphere.
- Increased customer visits and repeat business by 75% through improved service and refined guest journey.
- Led team of 6–10 staff, enhancing service standards and attention to detail.
- Implemented operational processes to boost efficiency while ensuring compliance with industry standards.
- Established warm, inclusive service culture that creatively managed special requests.
- Adapted to changing market conditions, maintaining competitiveness during challenges like COVID.
Business / Training Manager(Safeguarding Children)
London Borough of Ealing
Ealing
01.2003 - 11.2009
- Delivered high-quality service to over 100 stakeholders across multiple agencies, resolving enquiries efficiently.
- Built strong relationships, increasing stakeholder engagement by 20% through proactive communication and problem-solving.
- Coordinated multi-agency programmers, ensuring 100% of training events ran on time and met standards.
- Led team of 5 staff, maintaining service standards, meeting deadlines, and managing budgets.
- Developed operational processes that improved efficiency, reducing administrative time by 15%.
Training and Recruitment Co-ordinator (Fostering)
London Borough of Hounslow
London
05.2002 - 01.2024
- Coordinated recruitment and training for 50+ foster carers and candidates, delivering professional support throughout onboarding and training.
- Increased recruitment of underrepresented groups by 30% through targeted campaigns and inclusive engagement.
- Delivered structured training sessions to 100+ participants, ensuring high satisfaction and learning outcomes.
- Collaborated with internal teams to manage schedules and records, achieving 100% compliance with training and assessment standards.
Education
MSc - Strategic Training and Development
University of Roehampton
London, England 01/2003 - 11/2005
Master of Science - Computing Science with Psychology
Metropolitan University of Manchester
Manchester 09/1987 - 06/1990
Skills
- Exceptional Customer Service & Guest Experience
- Communication & Active Listening
- Conflict Resolution & Complaint Handling
- Cultural Awareness & Sensitivity
- Empathy & Patience
- Teamwork & Collaboration
- Professionalism & Positive Attitude
- Adaptability & Problem Solving
- Attention to Detail
- Time Management & Multitasking
- Handling High-Pressure Situations
- Customer Feedback Analysis & Improvement
- Continuous Service Improvement
Timeline
Director and Business Owner
Business Owner
01.2015 - Current
Business / Training Manager(Safeguarding Children)
London Borough of Ealing
01.2003 - 11.2009
Training and Recruitment Co-ordinator (Fostering)
London Borough of Hounslow
05.2002 - 01.2024
MSc - Strategic Training and Development
University of Roehampton
01/2003 - 11/2005
Master of Science - Computing Science with Psychology
Metropolitan University of Manchester
09/1987 - 06/1990