Experience

Coventry University London

• United Kingdom
• Higher Education
• 100 - 200 Employee

• Assistant Librarian

  • Mar 2023 - Present



Royal College of Nursing - Company

• Hospitals and Health Care
• 700 & Above Employee

• Customer Service Information Specialist (RCN Library)

  • Nov 2021 - Mar 2023

  The main aspects of this role are to work closely with the Customer Services team to maintain a high standard of customer service and enquiry handling, collaborating with other library teams on projects to support and enhance our service delivery, and communicating with other departments in the organisation to expand our offer to our members. Core tasks involve being on the help desk, answering face-to-face, telephone, email and webchat enquiries, and these enquiries range from simple circulation tasks, providing support in literature searching, to trouble-shooting IT issues, to more in-depth nursing history enquiries.Through effective planning and project management, I am able to oversee, lead and ensure targets for the team and wider library are met. For example, I helped to ensure the RCN Library and Archive Service (LAS) retained Customer Service Excellence accreditation. I lead and supervise the marketing and social media teams within the library, ensuring that members are kept up to date with library services and news, as well as finding creative ways to advertise our services to new and existing members. Our marketing campaigns are planned out across teams, and I help compile evaluation reports so that we can learn and grow our understanding of what worked well and identifying areas where we can improve. Supervising the social media team involves leading our regular huddles, ensuring that workloads are manageable and fair and that our targets are met each week. I am also responsible for the quarterly LAS statistics report, making sure that stats are collated across teams, presented in a clear way, and writing the executive summary. This report is then circulated to the Executive Team and RCN Council. Show less

• Chair of the LGBTQ+ Staff Network

  • Jan 2018 - Sep 2022

  Whilst in this post, I have developed the LGBTQ+ staff network at the RCN, have watched it grow and have seen the positive impact that an effective staff network can have. The network was dormant when I started, with very few active members. It was important to be the face of the network, to raise the profile of the group and to encourage staff to get involved, and as a result our membership has grown over 60% since 2018.Several times I’ve been told that my passion in this area shines through positively. As Chair, I have spoken at staff and member events and conferences, highlighting the importance of understanding LGBTQ+ matters, why it is vital in a work setting to support LGBTQ+ colleagues, and particularly how to care for LGBTQ+ patients in healthcare settings. With my Co-Chair I was able to organise numerous virtual events for all staff at the RCN. These ranged from educational events on understanding trans lives and exploring intersectionality and queer history, to more celebratory events for Pride, such as charity quiz nights. In the past we also raised money for the National AIDS Trust and the Terence Higgins Trust for World AIDS Day with bake sales. Earlier this summer I supported a member at RCN Congress (nursing specific conference) in leading a debate on access to healthcare for trans and gender diverse people. I helped to write copy on the debate and ensured the member had the information they needed to speak confidently in order to open the discussion. The debate was sensitive and emotional to the member due to personal experiences, and through planning and networking, I was able to make sure that the member had wider support available to them prior to and following the debate with colleagues experienced in counselling. Show less

• Customer Service Information Assistant (RCN Library)

  • Feb 2016 - Nov 2021

  Whilst the primary focus for this role was to cover the enquiry service (phones, emails and webchat) and be present on the helpdesk and in the library space, there was also a lot of project work that enhanced my experience. This was my first library role, and I quickly learned how best to support members and to provide outstanding customer service as part of a close knit team. Each member of our team was linked to a different LAS team, and so I worked closely with our Events and Exhibitions team on several projects and events. These included being the lead for our participation in Open House, overseeing admin, training staff to deliver tours and making sure the day ran smoothly. I also lead a project to research and write a new tour for Useeum. This is a free app for smartphones/devices which allows users to embark on self-guided tours of museums, and our tour was a walking tour through Marylebone, exploring nursing and suffragette history in the area. Seeing these projects through to completion meant I had to use my initiative, work flexibly and be adept at assessing priorities so that deadlines were met, all whilst continuing my core work in enquiry handling.Working well in a team was essential, and when morale was low I suggested we have weekly team huddles. These huddles helped give us an avenue to communicate what our workloads for the week were, to ensure that we could support each other where needed. We also dedicated one lunchtime a month to spend together as a team so that we could bond. I pride myself in being loyal to my team and department, being aware of general mood or sentiment and speaking up when asked for input on how to improve how things are done.A keen eye for detail was also essential in this role as I compiled and edited news stories for our quarterly newsletter for over 9000 subscribers. I also helped set up our Facebook and Instagram accounts for the LAS, and developed our Twitter presence, writing copy for each platform. Show less



Big Bus Tours

• United Kingdom
• Leisure, Travel & Tourism
• 200 - 300 Employee

• Tour Guide

  • Mar 2013 - Feb 2016

  Being a Tour Guide doesn’t just involve learning facts and dates, it is all about storytelling, putting on a show, and communication. My time at Big Bus involved talking to people from all backgrounds, delivering tours, selling tickets, working in a team and more. English was not the first language of many customers, and so it was necessary to communicate in a simple, concise, and clear manner, and to also be patient when listening to their requirements. When giving tours I always strived to make everyone feel involved, remain energetic even during longer shifts, all whilst demonstrating my passion for our wonderful city. Show less



Seahorse Fish and Chip Restaurant

• London, United Kingdom

• Counter Assistant

  • Jun 2008 - Jan 2016

  This is the family business, and my Dad has owned this shop for nearly 40 years now. I started as a Saturday 'chip shop' girl to help him, and provided cover during holiday periods. Whenever I was between jobs I would also help at the shop. Working at the Seahorse involves various different jobs throughout the day, from peeling potatoes in the morning, to serving customers, to restocking and cleaning the premises. Working in a fast-paced environment over a long period and serving many patrons from diverse backgrounds has given me brilliant customer service skills and a lot of patience. Show less



Natural History Museum

• United Kingdom
• Museums, Historical Sites, and Zoos
• 700 & Above Employee

• Visitor Assistant

  • Oct 2012 - Mar 2013

  Patrolling galleries, ensuring safety, and helping people make the most out of their visit to one of the best museums in London. Working as a team was crucial to this role, as were customer service skills, safety procedures and radio use. Keeping the galleries presentable, and maintaining a tidy, calm, and professional atmosphere were vital to this role. Patrolling galleries, ensuring safety, and helping people make the most out of their visit to one of the best museums in London. Working as a team was crucial to this role, as were customer service skills, safety procedures and radio use. Keeping the galleries presentable, and maintaining a tidy, calm, and professional atmosphere were vital to this role.



Embargoed!

• London

• Executive Support

  • Jan 2012 - Feb 2013

  Embargoed! is a political pressure group. For this role I am required to provide admin support for the Executive Committee, sort membership, update the website and social media sites, and also attend various meetings on behalf of the group. I also solve technical problems online and answer queries from members and non-members alike, ensuring that Embargoed! keeps its sterling reputation and image amongst the community. Embargoed! is a political pressure group. For this role I am required to provide admin support for the Executive Committee, sort membership, update the website and social media sites, and also attend various meetings on behalf of the group. I also solve technical problems online and answer queries from members and non-members alike, ensuring that Embargoed! keeps its sterling reputation and image amongst the community.



El Paso

• Old Street, London

• Waitress/Bar Staff

  • Nov 2011 - Nov 2012

  For this role I am required to welcome customers to the restaurant, take orders, make drinks, ensure diners enjoy their time at El Paso and also keep that welcoming, relaxed and comfortable air. I am a very conscientious and perceptive person, and strive to ensure that guests leave happy. During my time at El Paso I have really improved my ability to provide excellent customer service. For this role I am required to welcome customers to the restaurant, take orders, make drinks, ensure diners enjoy their time at El Paso and also keep that welcoming, relaxed and comfortable air. I am a very conscientious and perceptive person, and strive to ensure that guests leave happy. During my time at El Paso I have really improved my ability to provide excellent customer service.



Team London

• London, United Kingdom

• Team London Ambassador

  • Jul 2012 - Jul 2012

  During the Olympic Games, I volunteered as a Team London Ambassador. My job was to aid tourists and visitors to the country in making the most out of the Games and the events happening in and around the City. I was also required to provide information, directions, guides, and maps to members of the public in order to help them enjoy their time in London. For this role I received three full days of training where I honed my interpersonal, communication, and customer service skills. During the Olympic Games, I volunteered as a Team London Ambassador. My job was to aid tourists and visitors to the country in making the most out of the Games and the events happening in and around the City. I was also required to provide information, directions, guides, and maps to members of the public in order to help them enjoy their time in London. For this role I received three full days of training where I honed my interpersonal, communication, and customer service skills.



AlphaGraphics

• United States
• Printing Services
• 700 & Above Employee

• PA/Office Manager

  • Aug 2011 - Oct 2011

  AlphaGraphics are a print and marketing company. My role was temporary, to help the office get up and running and to help build a client base. I researched and prepared briefings for meetings, managed diaries, answered the public phone line, and met with potential clients. I also helped scrub contact lists, making sure that the details we had were accurate and up to date. AlphaGraphics are a print and marketing company. My role was temporary, to help the office get up and running and to help build a client base. I researched and prepared briefings for meetings, managed diaries, answered the public phone line, and met with potential clients. I also helped scrub contact lists, making sure that the details we had were accurate and up to date.



London Turkish Radio

• London, United Kingdom

• Radio Presenter/Producer

  • Nov 2010 - Aug 2011

  There were many different aspects to my work at London Turkish Radio. Not only did I plan, research, produce and provide technical support for the ‘Drivetime with Fevzi and Canan Show’, I also co-presented it with a colleague. The radio station was small and so we were required to do all the work for the show ourselves. This involved answering calls and chatting with listeners, interviewing guests, being bubbly and chatty on the show, all whilst maintaining a professional air. There were many different aspects to my work at London Turkish Radio. Not only did I plan, research, produce and provide technical support for the ‘Drivetime with Fevzi and Canan Show’, I also co-presented it with a colleague. The radio station was small and so we were required to do all the work for the show ourselves. This involved answering calls and chatting with listeners, interviewing guests, being bubbly and chatty on the show, all whilst maintaining a professional air.



House of Commons

• United Kingdom
• Political Organizations
• 700 & Above Employee

• Parliamentary Assistant

  • Sep 2010 - May 2011

  My time working in the Houses of Parliament as an intern really gave me some core skills, particularly in organisation. Each office received a high volume of correspondence every day and it was vital that all letters, papers, and responses were organised and filed correctly. I was also required to photocopy, use databases, and use the House Library for information when compiling briefings and reports. Not only was I required to reply and sort correspondence from constituents, manage diaries, write press releases, and provide general admin support, I also met with visiting constituents to welcome them to the Houses of Parliament. During my time I also helped solve quite a few IT and technical problems. Show less



Museum of London

• United Kingdom
• Museums, Historical Sites, and Zoos
• 200 - 300 Employee

• LAARP Volunteer

  • Jun 2010 - Sep 2010

  LAARP Volunteers were based at the Museum of London’s Archaeological Archives. Here we worked in teams to repack delicate artefacts and ensure everything was clearly and correctly labelled. It was essential to be careful, responsible, and to work effectively as a team. Communication was important to be certain we stored every artefact properly and in the correct order so that the archives were maintained. LAARP Volunteers were based at the Museum of London’s Archaeological Archives. Here we worked in teams to repack delicate artefacts and ensure everything was clearly and correctly labelled. It was essential to be careful, responsible, and to work effectively as a team. Communication was important to be certain we stored every artefact properly and in the correct order so that the archives were maintained.