Client and Student Support Administrator - Kaplan Financial
(2020-01)
- Built relationships with B&F faculty and other Kaplan businesses to resolve related queries.
- Maintained up-to-date knowledge of products, services, policies & client key T&C's.
- Ownership of queries in the group email inbox, responding promptly and professionally.
- Planning and participating in events such as information sessions and road shows.
- Administer student and client bookings process including completion of bookings, submitting enrolment requests to the Sales Ledger team.
- Take ownership of transfer, deferral, and refund requests, keeping stakeholders updated.
- Order student course materials via the Kaplan Publishing system and check dispatch.
- Produce client reports and information when required.
- Capture and monitor activity to demonstrate achievement of KPIs.
Operations Booking Administrator - Radius Payment Solutions
(2018-01 - 2023-12)
- Maintaining a positive relationship between Radius and their customers, answering questions about products or Radius as a business.
- Understand customer requirements, potential issues, offering services based on requirements.
- Keep internal communications up-to-date and well informed.
- Gathering information on customer issues and identifying & resolving common faults the first time, using initiative to maintain relationships, and putting feedback into practice.
- Answering and dealing with customer telephone calls & emails, using a ticket system to log, diagnose and feedback on issues.
- Reporting key operational metrics to the senior management team.
- Identifying & resolving common faults the first time.
- Ensuring the Daily Diary is kept up to date and updating software.
- Ensuring engineers have the information required for each installation /service call.
Salon Owner & Head stylist - Strawberry Blonde Studio
(2015-01 - 2018-12)
- Launched SB Studio, project managing the refit and building a large client base.
- Oversaw daily operations, including staff rota, stock management, and quality control.
- Completed all financial responsibilities, analysed, and recorded business profit goals to maintain the running of the overhead.
- Development of monthly marketing strategies, such as devising marketing campaigns and promotions that drive business growth and attract new clients.
- Managed a team, creating a positive and collaborative work environment, fostered a culture of inclusivity and professionalism, promoting a positive work environment.
- Conducted regular performance reviews, provided training, and supported staff development.
- Provided high standard of service to clientele, operating salon appointment and point-of-sale software.
- Set and maintained Health & Safety policy and processes.
- Monitored and maintained a high standard of cleanliness, hygiene, and safety.
Hair Stylist - Headlines Hair Spa
(2013-01 - 2015-12)
- Overall responsibility for opening and closing the business daily – including security alarms, shutters and locking up a safe.
- Running a busy clientele, acting as the first point of contact & meeting clients at reception.
- Booking morning lunch and afternoon breaks into the appointment book which helps with the flow of the salon and customers.
- Keeping up to date with all staff members on holiday rota ensuring roles are always covered.
- Taking bookings and general queries – via telephone, text, and social media platforms.
- Taking bills gift cards, and vouchers, overseeing transactions and cashing up at the end of each day.
- Handling customer feedback and dealing with any complaints professionally as well as helping other staff grow with customer satisfaction.
- Training, inducting, and creating a handbook for new staff members.
