Lauren Upcott
Customer-focused professional with 15+ years' experience in exceptional service delivery
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About
A highly motivated and customer-focused professional with over 15 years' experience delivering exceptional service and building positive relationships with customers from diverse backgrounds. Recognised for excellent communication skills, a friendly and approachable nature, and the ability to create positive experiences through empathy, active listening, and problem-solving. Experienced in working within fast-paced environments where professionalism, organisation, adaptability, and teamwork are essential.
Committed to providing outstanding service and bringing a strong work ethic, reliability, and positive attitude to every role. Now seeking opportunities where transferable skills in customer service, communication, relationship building, teamwork, and organisation can be utilised across a range of sectors.
Experience
Waitress / Customer Assistant at Miller & Carter (Previously Pentre Gwilym House) (2011-09 – Present)
- Deliver exceptional customer service to a high standard, ensuring guests receive a positive and memorable experience.
- Build strong relationships with customers through friendly, professional, and engaging communication.
- Anticipate customer needs and respond efficiently to requests, concerns, and enquiries.
- Create a welcoming and inclusive environment for guests from a wide range of backgrounds.
- Recommend menu items, beverages, and promotions confidently, supporting customer satisfaction and business objectives.
- Provide personalised service by understanding individual customer needs and celebrating special occasions.
- Resolve issues promptly and professionally, ensuring positive outcomes and maintaining customer loyalty.
- Work effectively as part of a team to ensure smooth daily operations within a fast-paced environment.
- Demonstrate flexibility and resilience when managing busy service periods and changing priorities.
- Consistently contribute to high levels of customer satisfaction and repeat business through outstanding service delivery.
- Represent company values through professionalism, reliability, and a customer-first approach.
- Support colleagues to maintain excellent service standards and achieve shared team goals.
Education
BA (Hons) in Photography
BTEC Extended Diploma in Art & Design
Level 2 in Makeup & Beauty Consultancy
GCSEs in Mathematics and English Language
