Nutmeg M

A highly motivated, confident, and enthusiastic professional with over 20 years of dedicated experience in premium customer service, sales, and operational compliance. Possesses a proven track record of success as a hard-working, customer-focused individual with a reliable and positive attitude. Exceptionally competent at assisting people at all levels and cross-functional teams, now seeking a challenging new role to further expand expertise in high-value sales, client engagement, and account management.

Membership Advisor - Dunstable Leisure Centre

(2025-07)

Driving Revenue and Retention through Personalised Consultations

• Proactively converting enquiries into memberships through high-impact facility tours and personalised lifestyle consultations.
• Serving as the primary point of contact for members, resolving complex billing and access issues with a focus on world-class service.
• Maintaining expert knowledge of facility offerings, fitness programme, and pricing tiers to provide tailored recommendations.
• Efficiently managing the CRM database, ensuring all member contracts and direct debit setups are processed accurately.

Client Engagement / Administrator (ADHD & Neurodevelopmental) - Psicon Ltd.

(2024-01 - 2025-07)

Maximising Clinic Efficiency and Delivering Empathetic Patient Care

• Exceeded booking targets consistently, achieving performance metrics 66% higher than set KPIs for specialist assessments.
• Maximised clinic schedules by proactively filling last-minute cancellations, significantly reducing clinician downtime.
• Managed comprehensive booking processes for ADHD and ADOS assessments, including critical follow-up appointments.
• Enhanced clinic accessibility by processing sensitive calls in native Polish, reducing barriers to care for international clients.
• Maintained meticulous patient records on systems including Iaptus and Salesforce in strict compliance with GDPR.

Compliance Assurance Officer - 2gether Support Solution – NHS Trust

(2020-01 - 2024-12)

Safeguarding Healthcare Standards and Navigating Regulatory Frameworks

• Led comprehensive compliance audits across hospital departments to ensure absolute adherence to CQC standards and NHS frameworks.
• Identified and documented areas of non-compliance, tracking corrective actions to rapidly improve patient safety outcomes.
• Prepared and presented detailed compliance reports and strategic risk updates directly to senior management.
• Provided expert advice to clinical and administrative staff on shifting regulatory requirements and Trust policies.
• Utilised systems such as Micad and Service Track to maintain robust audit trails and data integrity.

Cleaning Operations Manager - Interserve

(2016-01 - 2018-12)

Leading Multi-Site Teams and Upholding Strict Service Level Agreements

• Managed multi-site operations for major retail contracts, consistently meeting or exceeding stringent SLAs and KPIs.
• Led and developed a diverse team of 30+ staff, directly overseeing recruitment, onboarding, training, and performance management.
• Drove service quality through rigorous, unannounced site audits to uphold the highest global standards of hygiene.
• Ensured strict compliance with Health & Safety, COSHH, and environmental regulations across all sites.

Visitor Engagement & Service Excellence - Canterbury Cathedral

(2012-01 - 2015-12)

Enhancing Visitor Experience and Optimising Event Operations

• Delivered exceptional visitor experiences through engaging interpretation, historic storytelling, and effective crowd-flow management.
• Managed high-volume admissions and sales operations, contributing directly to the heritage site's revenue generation.

Institute of Leadership and Management (ILM)