Daniel Bourke

A highly adaptable and reliable Administration Professional with a strong background in high-demand, customer-facing environments. Proven expertise in resolving complex customer queries, experience in fully remote and hybrid environments, corporate liaison, and peer mentoring gained at organisations like Just Eat and Rochdale Leisure Centre. Backed by university-level training in instructional methods and problem-solving, possessing an adaptable approach to changing priorities.

Highly disciplined, detail-oriented, and calm in fast-paced environments, with a committed history of community volunteer work.

Career Break – Personal & Family Care (2025-12 – Present)

• Stepped away from full-time employment to focus on health recovery, personal development, and providing family support.
• Managed an independent fabrication project: engineered and constructed a custom, acoustic-treated vocal booth using modular PVC framework and sound-dampening materials.
• Developed self-directed creative projects, including voiceover practice and auditioning for independent voice acting roles.

Administrative & Front-of-House Officer at Your Trust – Rochdale Leisure Centre (2024-02 – 2025-12)

• Administration & Systems: Managed online diaries, multi-layer swimming lesson booking systems, and central email inboxes to ensure seamless daily operations.
• Compliance & Data: Handled highly sensitive client information and digital records in strict accordance with GDPR guidelines and company data protocols.
• Leadership & Training: Selected by management to train and shadow new starters individually and in small groups; authored original training materials and informational pamphlets.
• Financial Accountability: Handled cash management, processed membership payments, and conducted daily opening/closing financial reconciliations of tills.
• Conflict Resolution: De-escalated complex client queries and complaints, directly protecting revenue and improving customer retention rates.

CUSTOMER SERVICE REPRESENTATIVE at Just Eat (2021-08 – 2023-08)

• Data & Reporting: Maintained exceptional data accuracy by meticulously logging all live activities into internal CRM systems and preparing routine and ad hoc operational reports.
• Remote and flexible Operations: Successfully managed a structured transition from a 100% remote workspace to a hybrid model, maintaining consistent data accuracy and meeting all performance targets across both environments.
• Cross-Functional Liaison: Collaborated directly with Quality Assurance, Real-Time Analysis, and Operations Managers to safely manage heavy inbound digital workloads.
• Policy & Security: Enforced strict security and fraud detection protocols while managing escalated, sensitive customer and partner complaints.
• Project Involvement: Provided critical feedback and policy insights during the high-profile launch of Just Eat’s grocery store partnership to improve internal workflows.
• Peer Support: Served as a technical and policy subject matter expert, guiding colleagues through complex system processes and platform updates.

NVQ Level 2 Certificate in Business and Administration – Springboard Northeast

Level 2 Certificate in Principles of Business and Administration – Springboard Northeast

Functional Skills Qualification in Information and Communication (ICT) – Springboard Northeast

Completed Higher Education modules in Teaching, Mentoring, and Critical Thinking – University of Sunderland

Level 3 Studies in English Language, Psychology, and Sociology – Sunderland College

Level 2 in Information and Communication Technology (ICT) – Sunderland College