Nicola Hollinshead
Banff,AB
Summary
Results-driven Leader, and Law Graduate, with a strong focus on customer satisfaction and a proven track record of enhancing team performance. Expertise in strategic planning, stakeholder engagement, and operational efficiency has led to significant improvements in service delivery. Committed to fostering a culture of excellence and driving innovation to achieve organizational goals.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Server
Sunshine Village
Banff, Alberta
10.2024 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Accurately recorded orders on cash register and point-of-sale system.
- Implemented feedback from customers to improve service quality and menu offerings.
- Responded efficiently to guest inquiries and complaints in a professional manner.
Customer Service Operations Manager
UK Government
Manchester UK
03.2023 - 09.2024
- Conducted regular performance reviews with each team member to identify areas of improvement.
- Collaborated across departments to develop strategies that would help drive better outcomes.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Mitigated business risks by working closely with staff members and assessing performance.
Customer Service Team Leader
UK Government
Manchester UK
11.2021 - 03.2023
- Established performance metrics to evaluate operational efficiency and guide team objectives.
- Reviewed employee performance evaluations and made recommendations for improvement.
- Trained, mentored and motivated employees to maximize team productivity.
- Drafted reports summarizing weekly performance metrics of the team members.
Education
LLB (Hons) - Law
Manchester Law School
Manchester UK06-2020
Skills
- Professional customer service expertise
- Coaching and developing staff
- Analyzing data and performance metrics
- Stakeholder relationship management
Affiliations
- A travel enthusiast, who has travelled to 26 countries thus far!
- Beginner snowboarder, aspiring to progress
- Passionate runner, committed to fitness and personal growth
Certification
- ProServe Certificate Achieved
Timeline
Server
Sunshine Village
10.2024 - Current
Customer Service Operations Manager
UK Government
03.2023 - 09.2024
Customer Service Team Leader
UK Government
11.2021 - 03.2023
LLB (Hons) - Law
Manchester Law School
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