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PERSONAL PROFILE

I am a forward thinking individual who has drive, ambition and ability, all of which are traits that are vital for effective business management. I possess strong team-working skills, I am able to work individually or as part of a group, and have excellent organisational skills that I have gained through my academic with Heriot-Watt University and work experience with PwC and the Student Loans Company. I consider my key strengths to be; an ability to make analytical judgements, people management, making decisions, assessing business situations and identifying important points. I have excellent interpersonal skills which allow me to relay business information clearly to my target audience, and can prepare well thought out, crisp presentations for individuals or groups.

Key Skills

  • Customer Core Skills – excellent interpersonal skill when working with the public and colleagues. Experience building and maintaining relationships. Able to employ tact and diplomacy when handling complaints and with a high motivation to meet sales targets and customer requirements.
  • Organisation – able to handle my own case load, work autonomously using my initiative, prioritise work efficiently and respond pro-actively to achieve deadlines. Experience forward planning, arranging meetings and coordinating other team members during University projects.
  • Flexibility – with a willingness to learn I can adapt to new roles and environments with ease.
  • IT Skills – Microsoft Office, Adobe Software, Lotus Notes

KEY Achievements

  • Runners-up for Best Business Planning Prize in my first year Management course in 2005.
  • Runners-up for Best Presentation Prize in Business Venturing course in 2009.

Work History

Lloyd's Banking Group

Aug 2015Present

Fraud Advisor

PwC UK

Jul 2014Jun 2015

Associate - Forensic Services - Employment Screening

Responsibilities - I held a wide range of responsibilities throughout my employment with PwC. Activities included undertaking employment screening checks, including contacting third party organisations to obtain references and verify qualifications; submission and completion of criminal record checks for UK and overseas candidates; responding to queries from new members of the team; liaising with clients throughout the course of an engagement; answering queries from recruiters, candidates and current PwC employees regarding the screening policy and process; conducting research for new ways to improve pre employment screening and the checks that are carried out; reviewing candidate information for the submission of Criminal Record Certificates; developing and distributing training manuals and new guidance documents for the team; communicating with companies/institutes worldwide on a daily basis via email/telephone and fax; undertaking searches of online public record databases; updating a screening database with the outcome of checks; producing employment screening reports for management review and helping coach new starts joining the team.

Project Trainer / Student Loans Advisor / Floor Support

Responsibilities - I was required to deliver induction and refresher training within the SLC campaign and contribute to the company's further development. My responsibilities include ensuring training facilities are booked and training material is up to date; producing supporting materials; assisting in training course set up and delivery of training; communicating feedback to the Operations Manager / Training & Development Officer.

Using the baseline enterprise standards I was required to keep training records and files for all new employees which are then maintained for the purpose of evaluating the effectiveness of training.

Student Loans Advisor / Floor Support

Responsibilities - Receiving inbound calls; advising customers about products and services that the Student Loans Company offers; reviewing customer applications and inbound correspondence providing time-scales relating to the assessment of applications. In addition to this I was an active member floor support team assisting new trainees and developing the skills of existing members of staff.

I was also seconded to the position of Student Loans Quality Executive due to meeting targets and performance indicators set out by management.

Quality Executive (Secondment)

Responsibilities - Report data to Managers and Team Leaders on a daily basis, providing support for Team Leaders on any quality issues, planning and structuring the new intakes of advisor's as they are introduced to the call floor, liaising with the Student Loan Companies customer service management on visits to the site, via email and telephone ensuring that client expectations.

Student Loans Advisor

Responsibilities - Receiving inbound calls; advising customers about products and services that the Student Loans Company offers; reviewing customer applications and inbound correspondence providing time-scales relating to the assessment of applications.

I was also seconded to the position of Student Loans Quality Executive due to meeting targets and performance indicators set out by management.

Service Advisor

Responsibilities – advising customers about the best parts and service opportunities available through face to face, inbound and outbound calls while up-selling when possible. I also processed payments, dealt with customer complaints, service enquiries and warranty issues.

Customer Service Representative

Responsibilities - dealing with complaints and enquiries, taking inbound and making outbound calls, processing deliveries, serving customers and stock management.

Odeon Cinemas Edinburgh

Jul 2007Dec 2007

Customer Service Representative

Responsibilities - handling sales in the cinema and bar. I represented the Odeon with the head of marketing on site, promoting the company's image and services at a student event.

SNAPfax Edinburgh

Sep 2006Feb 2007

Sales & Marketing Staff

Responsibilities - Cold selling, promoting the SNAPfax product and image with a view to exceeding targets.

I was offered a position as a distribution manager who would be responsible for dealing with the lower level sales representatives. I declined as I wished to continue with my studies.

Education

BA (Hons) in Management with Marketing

Skills Gained:

  • A strong foundation in the principles and practice of business management through coursework, examinations and practical exercises.
  • Ability to analyse complex issues, think critically identifying goals which are specific, measurable and achievable with the time scale available.
  • Use of statistical techniques to test theories in programs such as Excel.
  • Effective communication of ideas, both verbal and written.
  • Practical management and team building skills.

A-Levels & GCSEs

  • A-Levels - Information Technology, Physical Education, Technology & Design
  • GCSEs - English, French, History,  Information Technology, Mathematics,  Physical Education,  Religious Education, Technology & Design