Client Manager – Infection Prevention Solutions (2019-2021)
At IPS, a specialist consultancy providing Infection Control services to healthcare providers, I’ve held a multifaceted role that blends project management, client engagement, team leadership, and training delivery.
System Expertise & Audit Development: Working closely with our director and developer, I coordinated the evolution of our bespoke auditing tool, ICAT—training clients, demonstrating its capabilities, and contributing to its design. I also compile tailored audits with our Infection Control Nurses, which deepened my understanding of clinical practices and terminology.
Client Relationship & Contract Oversight: I managed client contracts and scheduling for audits and training sessions, ensuring a smooth, timely delivery. Regular check-ins help maintain strong relationships and anticipate future needs.
Team Coordination & Morale Management: As the first point of contact for contract clients, I delegated tasks and supported internal operations. During the pandemic, remote working added new layers of complexity—maintaining team morale and communication became as essential as project delivery.
Digital Transition & Training Innovation: I recommended and implemented new tools for remote auditing and training, trained internal teams and clients, and provided live IT support to ensure smooth sessions.
Operational Logistics & Pandemic Adaptation: Navigating shifting pandemic conditions, I tracked regional health restrictions, adapted plans, and ensured on-site service delivery was carried out responsibly.
Ongoing Administrative Consultancy: Since becoming self-employed, I’ve continued to support IPS as a consultant—introducing Asana to streamline contract management and internal workflows. It’s been incredibly rewarding to bring strategic clarity while supporting continued operational excellence.
Shop Manager – Mail Boxes Etc Mill Hill (2015-2018)
Mail Boxes Etc. in Mill Hill is a franchise that specialises in supporting small-medium sized businesses as well as walk in customers with anything from printing services, mailboxes, graphic design, courier and postal services.
• Managerial: Running of the Mill Hill store on a day to day basis, hiring/managing members of staff, including overseeing training marketing, and meeting deadlines for promotions, audits and working with customer’s own deadlines. Liaising with bosses to keep them updated on how the store is progressing, future plans as well as new processes/ideas to further develop the business. Analysing our monthly figures to present to the bosses as well as preparing monthly meetings with staff to discuss progress and reviews.
• Organisational: Keeping the store clean and organised to enable the smooth running of our services. This includes stock checks, ordering of stock for retail as well as operations for three other stores
• Administrative: Everything from keeping on top of emails, answering phone calls from customers and other stores, invoicing, signing up of new customers to our deposit and credit accounts, following up on quotes.
• Marketing: Keeping up to date with marketing patterns instore to enable us to maximise potential customers based on what is needed and when. This usually involves a lot of forward planning to ensure we do not miss opportunities to promote our services.
Customer Support Assistant – John Lewis (2007-2021)
Specialist Roles: Delivering a consistently outstanding performance in the Bureau de Change. This included opening and closing procedures, reconciling throughout the day, adding stock as and when it came in as well as dealing with weekly audits. o Becoming the first retail store in the UK to offer in store credit cards produced on site. This included processing applications from start to finish which required passing monthly inspections. Part of this role was to train other departments to understand and promote the card with energy and enthusiasm.
• Providing bespoke customer support: Offering a wide range of value-add services such as: Gift Lists, VAT Returns, Gift Wrapping, John Lewis Partnership Credit Card.
• Dealing with external organizations: and official documentation, such as shipping companies for customers requiring certificates of shipment for exporting goods.
• Excellent customer service skills: responding to the needs of customers and assisting them on the shop floor. This required extensive knowledge of the products we offer, as well as an ability to understand each customer’s personal preferences.
• Logistics & Equipment Planning for Wedding Fairs, such as booking vehicles & insurance, loading the van and checking the equipment after the fair.
• Creating displays in the back office to provide easy to find information on processes and details of events, etc in the company.
• Acting as a role model to encourage and train colleagues on various aspects of our work, enabling me to use my creativity while helping my team to work better.
• Training Courses: Regular Health and Safety in the workplace, EPOS, salesforce, Apply, Love to Sell
Shop Manager/Framing Advisor – For Arts Sake (2007-2019)
For Arts Sake is a local picture framing shop based in Hendon, specializing in excellent service and high-quality products. Solely responsible for managing the shop on a day to day basis reporting straight to director of the business.
• Entrusted with costings and producing all quotes for framing
• Key holder for shop and workshop including cashing up and financial responsibilities. Serving and advising new and return customers on framing a range of items such as high value and sentimental objects and artworks.
• Handling delicate and valuable artwork, precision measuring and cutting mounts, backing and slips, fitting up framing.
• Exhibition organising: getting prints framed and ready for exhibitions, advertising on social media such as facebook, WordPress website & blog, twitter and our mailing list. Designing any price lists needed including images. Assisting on the day of the event, setting up and greeting customers.
• Managing SOR (Sale or Return) stock and notifying artist of sales, as well as following up on their invoices.
• Communication and interpersonal skills when answering phone calls and emails from both colleagues, customers and suppliers.
• Managing online presence through social media and our website. Including Facebook, Twitter and WordPress with Ecommerce.
• Training Courses: Editing in Photoshop, Operating a Computerised Mount Cutter, WordPress & ecommerce for our online store, IMRG Conference on Customer Journey & Personalisation