IT Service Desk Officer at Rethink Mental Illness (2024-01 – Present)
Delivering 1st and 2nd line IT support to frontline staff, resolving issues across multiple systems to ensure continuity of critical services.
- Delivering 1st and 2nd line IT support to frontline staff, resolving issues across multiple systems to ensure continuity of critical services
- Managing and prioritising service desk tickets in line with SLAs, maintaining clear communication with users and stakeholders, and escalating complex incidents when required
- Troubleshooting hardware and software issues across PCs, laptops, mobile devices, and printers using remote and on-site support, minimising downtime
- Supporting user account administration (Active Directory and email) and contributed to system security, and maintenance activities
- Monitoring system outages, supporting service restoration, and creating knowledge base documentation to improve efficiency and reduce repeat incidents
Office Administrator at Grandir UK (2022-01 – 2024-01)
Managed administrative systems including enrolment, billing, and session coordination, improving operational efficiency.
- Managed administrative systems including enrolment, billing, and session coordination, improving operational efficiency
- Managed day-to-day nursery operations, including enrolment, billing, and session coordination to ensure efficient service delivery
- Oversaw site maintenance and facilities, maintaining a safe, compliant, and fully operational environment
- Led procurement and stock management of nursery consumables, ensuring consistent availability and cost control
- Improved communication processes between staff and parents, enhancing engagement and overall service quality
- Supported HR operations, including recruitment, onboarding, and compliance, ensuring ongoing OFSTED readiness through accurate documentation and process management
Pre-Flight Customer Logistics Executive at TUI (2017-02 – 2022-01)
Managed passenger and flight operations. Ensured booking-to-check-in accuracy, manifest integrity, and compliance in high-volume, time-critical settings.
- Managed passenger and flight operations. Ensured booking-to-check-in accuracy, manifest integrity, and compliance in high-volume, time-critical settings
- Coordinated passenger logistics including seating, special requests, CODPIE allocations, and validated passenger data (passport, baggage, compliance requirements) under strict deadlines
- Collaborated with Flight Planning, Flight Trading and ground operations to execute schedule changes, cancellations, and aircraft updates, ensuring full system alignment and operational continuity
- Managed operational readiness including ad-hoc flight set-ups, VIP movements, shared-flight manifests, and resolution of system discrepancies to prevent disruption
- Produced and distributed critical operational outputs (PNLs, manifests, load sheets, catering figures) and supported IT/system implementations while ensuring full aviation and Health & Safety compliance
Receptionist Manager at 1Life Batchwood Golf and Leisure Centre (2015-05 – 2017-02)
Led and supervised the reception team, ensuring consistent delivery of excellent customer service.
- Led and supervised the reception team, ensuring consistent delivery of excellent customer service
- Trained, onboarded, and developed staff, improving team performance and confidence
- Implemented improved front desk processes, increasing efficiency and reducing wait times
- Handled escalated customer issues professionally, maintaining a positive reputation for the centre
- Managed staff rotas, ensuring appropriate coverage during busy periods and events
- Promoted memberships, events, and services, contributing to increased sales and retention
Receptionist at 1Life Batchwood Golf and Leisure Centre (2015-05 – 2017-02)
Delivered high-quality front-of-house service, ensuring a welcoming and professional experience for all visitors and members.
- Delivered high-quality front-of-house service, ensuring a welcoming and professional experience for all visitors and members
- Managed high volumes of enquiries in person, by phone, and via email, maintaining efficiency during peak hours
- Processed bookings, memberships, and payments accurately using internal systems
- Resolved customer queries and complaints promptly, contributing to improved customer satisfaction
- Maintained up-to-date knowledge of facilities, classes, and promotions to support sales and engagement
- Supported daily operations, including opening/closing procedures and facility coordination
