Sep 2022 Practice Administrator, High Rd Surgery London
Patient Management: Coordinated patient appointments, maintained accurate medical records, and ensured the confidentiality of sensitive information.
- Administrative Support: Provided comprehensive administrative support to doctors and clinical staff,
including handling correspondence, preparing documents, and managing diaries.
- Reception Duties: Served as the first point of contact for patients, managing inquiries both in person and over the phone with professionalism and empathy.
- Data Entry and Record-Keeping: Accurately updated and maintained patient records using clinical systems, ensuring compliance with GDPR and confidentiality standards.
- Staff Coordination: Assisted in the on-boarding and training of new administrative staff, ensuring smooth integration into the team.
- Stock and Supplies Management: Monitored and ordered medical and office supplies to ensure the practice operated efficiently.
- Appointment Scheduling: Managed appointment bookings and cancellations, optimising the use of clinical time and reducing patient waiting times.
- Billing and Invoicing: Processed patient payments, insurance claims, and generated invoices in compliance with practice policies.
- Policy Compliance: Ensured adherence to NHS and practice guidelines, including infection control and health and safety protocols.
- Problem Resolution: Addressed patient complaints and concerns effectively, escalating issues when necessary to ensure patient satisfaction.
Sep 2019 — Sep 2022 Hotel Receptionist, The East London Hotel London
Guest Services: Welcomed guests with professionalism and warmth, ensuring a positive first impression and exceptional customer service throughout their stay.
- Reservation Management: Handled bookings, cancellations, and modifications via phone, email, and online systems, ensuring accuracy and efficiency.
- Check-In and Check-Out: Facilitated smooth check-in and check-out processes, verifying guest information, processing payments, and issuing room keys.
- Inquiries and Assistance: Responded promptly to guest inquiries, providing information about hotel services, local attractions, and travel arrangements.
- Complaint Resolution: Addressed and resolved guest complaints courteously and efficiently, ensuring satisfaction and maintaining the hotel’s reputation.
- Administrative Duties: Managed daily reports, updated reservation systems, and coordinated with housekeeping and maintenance teams to ensure room readiness.
- Cash Handling: Processed payments, maintained accurate financial records, and performed end-of-day reconciliation of cash and card transactions.
- Security: Ensured guest safety by adhering to security protocols, verifying identities, and monitoring access to restricted areas.
- Promotions and Upselling: Promoted hotel amenities and upsold services such as upgrades and packages to enhance the guest experience.
Oct 2017 — Oct 2019 Customer Service Assistant, London Overground London
Passenger Assistance: Provided exceptional support to passengers, answering queries about timetables, routes,
fares, and station facilities.
- Ticketing Services: Operated ticket machines and assisted passengers with purchasing and validating tickets, ensuring accuracy and compliance with travel regulations.
- Station Operations: Monitored station platforms and public areas to ensure safety, cleanliness, and adherence to operational standards.
- Customer Engagement: Delivered a friendly and professional service to passengers, addressing complaints and resolving issues promptly to maintain satisfaction.
- Safety Compliance: Supported station safety protocols by managing crowd control, assisting with boarding and alighting, and reporting any safety hazards or incidents.
- Lost Property: Handled lost and found inquiries, logging items and ensuring prompt return to passengers when possible.
- Information Dissemination: Communicated real-time travel updates and disruptions to passengers via announcements and direct interactions.
- Team Collaboration: Worked closely with colleagues, station managers, and transport staff to ensure the smooth operation of the station.
- Accessibility Support: Assisted passengers with disabilities or those requiring extra help, ensuring an inclusive and seamless travel experience.
Aug 2014 — Oct 2017 Customer Service Team Member, Ocado London
Customer Support: Delivered exceptional service to customers by addressing inquiries and resolving issues related to orders, deliveries, and product availability.
- Order Processing: Managed customer orders efficiently, ensuring accuracy and timely updates through the online platform.
- Complaint Resolution: Handled complaints with professionalism, offering suitable solutions to ensure customer satisfaction and loyalty.
- Communication: Responded to customer queries via phone, email, and live chat, maintaining a friendly and professional tone.
- Product Knowledge: Provided detailed information about products, promotions, and services to assist customers in making informed decisions.
- Delivery Coordination: Liaised with drivers and the operations team to resolve delivery-related issues and ensure a seamless experience for customers.
- Refunds and Replacements: Processed refunds, exchanges, and replacements in line with company policies, ensuring a smooth resolution for customers.
- Data Management: Maintained accurate customer records and updated systems with relevant information for future reference.
- Team Collaboration: Worked closely with team members to meet service level agreements and enhance the overall customer experience.
Feb 2011 — Aug 2014 Assistant Manager, Coral London
Team Leadership: Supervised and motivated staff to deliver excellent customer service and achieve sales targets,
ensuring smooth daily operations.
- Customer Service: Assisted customers with placing bets, resolving queries, and promoting a positive in-store experience.
- Cash Management: Oversaw cash handling procedures, including till reconciliations, banking, and monitoring cash flow to prevent discrepancies.
- Operational Oversight: Ensured compliance with company policies, gambling regulations, and health and safety standards.
- Staff Training: Provided training and guidance to new and existing team members, fostering a knowledgeable and customer-focused workforce.
- Stock Management: Monitored and replenished stock levels, ensuring the availability of products and promotional materials.
- Promotions and Marketing: Implemented in-store promotions and campaigns to drive customer engagement and revenue growth.
- Conflict Resolution: Managed customer complaints and disputes professionally, ensuring satisfactory resolutions and maintaining company reputation.
- Reporting: Prepared sales reports, tracked performance metrics, and communicated insights to senior management for decision-making.
- Key Holder Duties: Opened and closed the store, ensuring security protocols were followed and the premises were secure.
