Internal Sales Representative - Macgregor Industrial Supplies - Inverness
(2025-10)
- Managed inbound and outbound sales enquiries via phone and email.
- Built and supported strong relationships with new and existing clients, ensuring important levels of customer satisfaction.
- Prepared and issued exact quotes, proposals, and sales orders in line with customer requirements.
- Followed up on quotations and leads to maximise conversion rates and revenue growth.
- Collaborated closely with external sales teams, account managers, and other departments to support business aims.
- Shown upselling and cross-selling opportunities within the existing customer base.
- Handled customer queries, complaints, and after-sales support in a professional and prompt manner.
- Worked towards and consistently met or exceeded individual and team sales targets.
- Stayed informed on product knowledge, pricing, and market trends to effectively advise customers.
Assistant Manager - Beaufort Hotel - Inverness
(2025-05 - 2025-10)
- Supported the day-to-day management of hotel operations, ensuring smooth running across front desk, housekeeping, and guest services.
- Supervised and motivated team members, aiding with staff training, scheduling, and performance management.
- Delivered exceptional customer service, handling guest enquiries, complaints, and special requests professionally.
- Assisted in achieving revenue targets by monitoring occupancy, room rates, and upselling hotel services.
- Ensured compliance with health & safety regulations, company policies, and hospitality standards.
- Managed bookings, reservations, and front desk operations using hotel management systems.
- Conducted regular checks on rooms and public areas to support cleanliness and quality standards.
- Stepped in to lead shifts in the absence of the Hotel Manager, making key operational decisions.
- Coordinated with different departments to ensure a seamless guest experience.
- Supported marketing initiatives, promotions, and local partnerships to drive business growth.
- Monitored guest feedback and implemented improvements to enhance service quality.
Supervisor - Heathmount - Inverness
(2024-05 - 2025-05)
- Supervised daily bar operations, ensuring efficient service and a high-quality customer experience.
- Led and supported bar staff during shifts, delegating tasks and supporting team performance.
- Trained new employees on service standards, drink preparation, and health & safety procedures.
- Ensured compliance with licensing laws, age verification, and responsible alcohol service.
- Handled customer enquiries and complaints professionally, resolving issues quickly to maintain satisfaction.
- Managed stock control, including ordering, inventory checks, and minimising waste and losses.
- Monitored cash handling, tills, and end-of-shift reconciliations.
- Maintained cleanliness and organisation of the bar area in line with hygiene standards.
- Aided in creating drink promotions and upselling to maximise revenue.
- Coordinated with management to implement operational improvements and achieve sales targets.
- Ensured the bar was fully prepared for service, including restocking and equipment checks.
- Acted as duty supervisor, taking responsibility for operations in the absence of management.
Customer Advisor - Capgemini - Inverness
(2024-04 - 2024-09)
- Handled high volumes of inbound and outbound calls, providing efficient and professional customer support.
- Resolved customer enquiries, issues, and complaints on time while keeping a positive experience.
- Accurately recorded customer interactions and updated account information within CRM systems.
- Followed company procedures and scripts while adapting communication style to meet individual customer needs.
- Escalated complex issues to relevant departments, ensuring prompt resolution and follow-up.
- Worked collaboratively with team members and supervisors to improve service delivery.
- Managed challenging or sensitive situations calmly and professionally.
- Contributed to continuous improvement by sharing feedback on customer trends and recurring issues.
Assistant Manager - Starbucks - Inverness
(2023-04 - 2024-04)
- Supported the Store Manager in overseeing daily store operations, ensuring smooth and efficient service.
- Led, coached, and motivated team members to deliver excellent customer service in line with brand standards.
- Managed staff scheduling, shift planning, and labour control to meet business needs.
- Trained new employees and supported ongoing development of baristas and supervisors.
- Ensured exacting standards of product quality, store cleanliness, and food safety compliance.
- Delivered exceptional customer experiences, resolving complaints and handling escalations professionally.
- Monitored sales performance, contributed to achieving store targets, and found opportunities to drive revenue.
- Managed stock levels, inventory control, and ordering to minimise waste and support availability.
- Oversaw cash handling procedures, including tills, banking, and end-of-day reconciliation.
- Acted as duty manager, taking full responsibility for store operations in the absence of the Store Manager.
Supervisor - Fairways - Inverness
(2022-06 - 2023-04)
- Supervised daily restaurant operations, ensuring efficient service and a high standard of customer experience.
- Led and supported front-of-house staff, delegating tasks and supporting team productivity during busy periods.
- Trained new employees on service standards, menu knowledge.
- Ensured excellent customer service by handling enquiries, complaints, and special requests professionally.
- Managed shift schedules and staff rotas to ensure adequate coverage.
- Coordinated with kitchen staff to ensure prompt and correct food service.
- Conducted regular checks of dining areas to maintain cleanliness and presentation standards.
- Handled cash management, including tills, payments, and end-of-shift reconciliation.
- Ensured compliance with food hygiene regulations and company policies.
- Supported management in achieving sales targets through upselling and efficient service.
- Acted as duty supervisor, taking responsibility in the absence of senior management.
