Laura Evans

LauraEvans85@hotmail.co.uk 07807093398
I am a motivated, committed and responsible individual. With much experience, good
customer service comes as second nature. I have successfully combined two jobs,
showing myself to be self-motivated, organised and keen to succeed. I enjoy taking
responsibility, learning new skills, and creating a good working environment. In short, I
am reliable, hardworking, and eager to learn.

Employment
International Banking Officer
This is my current role. I am one of few officer's that deal with both International
customers opening UK accounts as well as UK customers applying for
International accounts.
Key achievements.

Chosen as one of three officer's to represent the department in a trip to the

HSBC Contact Centre in Edinburgh.

Have had call coaching scores remain in the top 5% on the department since
beginning my secondment within the International Banking Centre, consistently
achieving good results under Empathy and Certaintly.

Become a confident communicator, learning to adapt my conversational style to

build rapport with such a wide spectrum of customers from all over the world.

Able to manage my own workload whilst switching between both inbound and
outbound work, shown by consistently achieving productivity targets.

Premier Associate- HSBC

This role was a busy office environment, where I took inbound calls and deal
exclusively with the companys high net worth customers.
Key achievements

Achieved a top 5 position in an incentive run by the department manager, in

which I was competing and compared with over 100 of my peers, on aspects
including sales leads, customer satisfaction surveys, and empathy shown on my
calls. .

Shown flexibility and embraced change when chosen to be a representitive on

three new lines, greatly expanding on the type of calls I was receiving.

Contributed towards team objectives, always supporting colleagues and always

happy to share best practice.

Complied with procedures and shown attention to detail, proven by receiving no

errors in all of 2012/2013.

Restaurant Senior- Papa Sanchos

This job came with much responsibility, working closely with the Manager, or
acting as Duty Manager when needed.
Key achievements

Able to organize and run functions including corporate and social events, by
effective planning and preperation.
As a senior, I learned to deal with difficult situations in a busy environment, as I
would be the person staff and customers would come to for help to resolve.
Introduced new ideas, such as changing the layout of the restaurant to maximize
business opportunity.
Learned timely decision making as the business required great efficiency, and I
was often in the position of being the highest authority which made this a key
skill.

Restaurant supervisor- Morgans Hotel

This was a part time position during college, which I then went full time after
completing college, and was soon promoted to supervisor.
Key achievements:

13 Gained Ability organizational skills by using a systematic approach to managing

my time, as my role involved office work, managing the restaurant staff, running
services and liaising with kitchen staff.
14 Gained leadership skills through running busy services and functions, managing
and delegating to a team of up to 15 people.
15 Committed to the company by always being available to work flexible unsocial
hours.

Key Skills

Excellent communication skills and ability to deal with a broad spectrum of

people.
Ability to multi-task and maintain attention to detail.
Happy to work from my own initiative and make responsible decisions
Able to follow procedures and adhere to strict guidelines.

Education
Gorseinon College: A Level
Photography (B) Media Studies (C)
Ysgol Gyfun Gwyr: Passed all GCSEs including:
English literature (A) Language (B) Welsh literature (A) Language (A) Mathematics (B)