Naomi Chalmers

[NAOMI RUTH DAVIS CHALMERS] -- Employment History Restaurant Manager LaMucca (Madrid, Spain) September 2017- Present  Ensured customer satisfaction; dealing with complaints, managing bookings and doubling weekend service.  Managed a team of 20, planning weekly rotas, holidays and general team administration.  Handled all money and tills, achieving monthly targets (€8500 daily) and reporting statistics and sales to owners. Language Teaching Assistant Colegio Nuestra Señora del Pilar (Madrid, Spain) September 2014- September 2017  Taught all classes of preschool (3-5years) English.  Provided English language support to the class teachers and staff.  Prepared and planned all necessary material for own classes as well as those taught jointly with other teachers. Customer Service Team Leader (from Senior Advisor) Holiday Lettings from Trip Advisor (Oxford, UK) February 2012-June 2014  Developed floor management and KPIs for the team (15-20pax)  Ran a graduation bay for new starters, with individual coaching sessions and created a departmental central training file.  Refined recruitment processes and conducted all stages of interviews.  Monitored adherence and performance output from the team daily.  Trained members of acquired Spanish company Niumba on CS company processes in Madrid. Translated all training files.  Answered customer calls and emails (including escalated complaints) in English, French and Spanish, via SalesForce. French and Spanish Meetings Specialist IHG Intercontinental Hotels Group (Birmingham, UK) September 2011-January 2012  Responsible for clients’ hotel stays and meeting requirements, ranging from 10 – 500 delegates.  Managed new projects daily and all previous ongoing enquiries, each with values of up to $85,000.  Adhered to strict deadlines and turnarounds of 4-24 hours for presentation to client.  Worked with a product base of over 4,000 hotels across 7 brand types and perfected knowledge of relevant systems (Delphi and Meeting Broker).  Visited clients and hotels across Europe to build strong client relations and improve product knowledge. FOH Supervisor/Bookings Co-ordinator OK Karaoke (Leeds UK) September 2009 – September 2010  Upsold packages and offers and processed bookings via telephone, email and in person.  Designed all promotional material and created the seasonal offers and packages. Used social media to showcase adverts and generate business.  Supervised three other employees.  Managed the timings of 8 private rooms for up to 25 people each with up to 32 covers per night. Education and Qualifications The University of Leeds (2:1 BA Joint Honours French and Spanish)  Studies at the Universitat Pompeu Fabra, Barcelona (Translation and French)  Studies at the Université Catholique de Lille (French translation) A Levels: French (A), Spanish (B), English Literature (B), Dance (A) GCSEs: 11 GCSEs A*-B (including Maths (A) and English (A*)) CELTA qualified (pass B) 2014 English: Native Spanish: Fluent French: Intermediate - July 2008 – June 2009 April – June- [NAOMI RUTH DAVIS CHALMERS] --