Lorenza Haddow

A people focused professional with a structured, process driven approach. Has experience in fast paced, highly regulated and customer-facing environments. Currently working towards a Level 5 CIPD qualification to support a transition into HR.

Brings strong transferable skills in problem solving, communication and organisation, developed through roles requiring sound judgement, discretion, and a structured, process-led approach. Known for being calm, fair, and solutions focused when dealing with complex or difficult situations. Now seeking a HR role with exposure to Employee Relations casework, with a long term aim of specialising in this area.

Optical Assistant at Rose Opticians (2018-03 – Present)

Work in a regulated healthcare environment following strict procedures and maintaining accurate records while adhering to GDPR. Manage patient triage, handle anxious or distressed patients with empathy, resolve patient issues, support staff onboarding, develop SOPs, and balance multiple responsibilities.

• Work in a regulated healthcare environment, following strict procedures and maintaining accurate records while adhering to GDPR
• Manage patient triage for the Minor Eye Conditions Service, ensuring patients are assessed and directed appropriately
• Regularly deal with anxious, distressed, or unhappy patients, using calm communication, empathy and discretion
• Manage patient issues and concerns, assessing situations and resolving or escalating appropriately in line with procedure
• Maintain confidential patient information and ensure accurate, clear and auditable records
• Support onboarding and training of new staff, ensuring they follow procedures and service standards
• Developed and implemented standard operating procedures (SOPs), improving consistency between branches
• Balance customer service, administration, and operational responsibilities in a busy environment

Director/Co-founder at Flow State (2024-02 – Present)

Co-founded a service-based business with responsibility for operations, client experience, scheduling, policies, and finances. Handle customer queries and sensitive situations professionally, develop operational policies, and make collaborative decisions with business partner.

• Co-founded the business and built a client base from scratch, establishing day-to-day operations and service delivery
• Run a small service-based business with responsibility for operations, client experience, scheduling, policies, and finances
• Managed queries, concerns, and issues, resolving problems calmly and professionally
• Developed and implemented operational policies (bookings, cancellations, conduct and safety), ensuring consistency, fairness, and clear application of processes
• Regularly handle sensitive or difficult customer situations with discretion, professionalism, and clear communication
• Work closely with business partner on planning, prioritisation, and operational decision-making in a fast-moving environment

Brand and Graphic Designer at Freelance (2024-06 – Present)

Manage multiple client projects simultaneously, including scoping work, agreeing timelines, and delivering to deadlines. Maintain accurate records of client discussions and serve as main point of contact for clients.

• Manage multiple client projects simultaneously, including scoping work, agreeing timelines, and delivering to deadlines
• Maintained accurate written records of client discussions, feedback, and project changes, ensuring clear documentation of decisions and requirements
• Act as the main point of contact for clients, handling feedback, changing requirements, and expectations in a professional and structured way
• Produce clear written proposals, briefs, and documentation to ensure alignment and avoid misunderstandings
• Balance competing priorities across several clients while maintaining quality and reliability
• Handle all administrative aspects of the work including client communication, scheduling, tracking progress, and invoicing
• Build strong working relationships with clients through clear communication, organisation, and consistency

Interior Designer at Studio Modha (2022-04 – 2024-04)

Spearheaded multiple residential and commercial projects as central point of coordination between clients, contractors, architects, and suppliers. Documented client meetings, managed client communication, produced specifications, conducted site visits, and coordinated procurement and scheduling.

• Spearheaded multiple residential and commercial projects, acting as a central point of coordination between clients, contractors, architects, and suppliers
• Attended and documented client meetings, capturing key decisions, actions, and feedback, and producing clear written records to inform design updates and stakeholder communication
• Fronted client communication; presenting proposals, handling feedback, and managing changes to scope or requirements
• Produced detailed specifications and documentation to ensure clarity, accountability, and smooth delivery
• Conducted regular site visits to monitor progress, identify issues, and ensure work aligned with agreed plans
• Coordinated procurement and scheduling to ensure projects ran to plan and within agreed parameters
• Balanced competing priorities, deadlines, and stakeholder expectations across several projects at once

L5 Diploma of Higher Education in Interior Design – University of East London

L3 Extended Diploma in 3D Design – MMM – Barking and Dagenham College

GCSEs in 10 GCSEs A-B Including Maths and English – Sacred Heart of Mary Girls' School