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Work Background
Lloyds Banking GroupSenior Customer Advisor
Apr. 2025Edinburgh, Scotland, United KingdomAs a Senior Customer Service Advisor within Lloyds Banking Group, I specialized in supporting customers with Life and Critical Illness insurance policies. My role involved guiding customers through sensitive and often emotional conversations, providing clear and compassionate assistance during key life moments. Key Responsibilities & Achievements: • Delivered empathetic and knowledgeable support to customers dealing with life insurance claims, policy queries, and critical illness cover. • Navigated complex customer journeys with professionalism and care, ensuring each case was handled with accuracy, confidentiality, and respect. • Maintained up-to-date knowledge of insurance regulations, underwriting processes, and policy terms to give accurate guidance in line with FCA compliance. • Acted as a point of escalation and support for junior advisors, offering coaching and assistance to ensure team targets and service standards were met. • Collaborated with internal teams including claims, underwriting, and risk to resolve cases efficiently and sensitively. • Contributed to a culture of continuous improvement by identifying areas for service enhancement and customer experience. This role strengthened my ability to communicate clearly under pressure, approach challenges with empathy, and consistently deliver high-quality service in a regulated environment.
The Caledonian EdinburghBartender
Feb. 2024 - Feb. 2025Edinburgh, Scotland, United KingdomAs a bartender at the iconic Caledonian Hotel, I provided exceptional service in one of Edinburgh’s most prestigious hospitality venues. During my tenure, the hotel transitioned from the historic Waldorf Astoria brand to the Curio Collection by Hilton, giving me the opportunity to adapt to evolving brand standards while maintaining a consistent luxury experience for guests. Key Responsibilities & Achievements: • Crafted classic and contemporary cocktails with precision, ensuring high standards of presentation and taste. • Delivered tailored guest experiences in a fast-paced, high-end environment, building strong rapport with both regular patrons and international visitors. • Maintained deep knowledge of the hotel’s food and beverage offerings, including local spirits and Scottish whisky, enhancing the overall guest experience. • Collaborated with the wider F&B team during the brand transition, ensuring continuity of service and upholding Hilton’s hospitality standards. • Supported training of new staff members, fostering a positive team environment focused on excellence and efficiency. This role helped refine my interpersonal skills, attention to detail, and adaptability in a dynamic, luxury hospitality setting.
The Speakeasy Bar and RestaurantBartender
Jul. 2023 - Dec. 2023Vancouver, British Columbia, CanadaMixing and serving of drinks while actively interacting with customers assuring they receive high quality service and a memorable experience
Meghan lyons makeupProfessional Makeup Artist
Sep. 2016 - Mar. 2023Vancouver, British Columbia, CanadaProviding a high level of artistry, experience and knowledge in the design and application of makeup or special effects makeup for film and television. Knowledge of skincare, sanitation, and detecting signs of allergies. Scheduling both makeup applications and staff, breaking down scripts, recording and filing accurate continuity and active collaboration between multiple departments for a cohesive end product.
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