Ella Hawley

I am a professional and confident individual with excellent communication skills. I am an enthusiastic worker dedicated to learning, with years of experience delivering exceptional customer service. I have the ability to work effectively under pressure, and I am adaptable and flexible in the work I complete. I was awarded with admirable results during my access to higher education course, and I have progressed to study my Pharmacology degree with the University of Chester. I have currently opted to take a year out of my current degree to work full-time, and I am wishing to continue with my education in the future. I am seeking a new challenge in a role where I can utilise my skills to the best of my ability.

JANUARY 2020 – SEPTEMBER 2022
Settlement Resolution Officer, Home Office
• A role for UK Visas and Immigration.
• Included complaint handling and resolving technical issues.
• Provided personalised customer service to fit specific needs of customers.
• Worked positively with internal departments, corporate partners, and stakeholders.
• Took note of customer feedback and satisfaction, reported back to line manager, and suggested effective ways to improve this.

AUGUST 2018 – JANUARY 2020 Administrative Officer, Ministry of Justice
• A role based at Liverpool Civil and Family Court, assisting Judges and other court officers.
• Included preparing court documents and helping customers through applications.
• Took responsibility for recording minutes of meetings and court proceedings.
• Provided exceptional customer service over court counter.
• Assisted in office management and administration duties. 

JULY 2017 – AUGUST 2018
Executive Officer Decision Maker, Home Office
• A case working role for the Asylum department of UK Visas and Immigration.
• Included working with vulnerable adults and children.
• Used specialist IT software and equipment to conduct interviews and process decisions.
• Demonstrated emotional resilience and sensitivity throughout each process.
• Undertook training and travelled to other locations for seminars.

AUGUST 2016 – JULY 2017 Supervisor, Paperchase
• A retail role based between two stores.

• Team leader position with full managerial responsibilities, including the holding of keys.
• Conducted training sessions with other employees and provided frequent constructive feedback.
• Managed shop floor whilst engaging with customers.

JUNE 2015 – AUGUST 2016 General Manager, Shakeaway Ltd
• A hospitality role based at a city centre store.
• Full managerial responsibilities.
• Engaged with customers, monitored footfall, and completed stock take duties.
• Managed budgets so store would remain profitable, monitored and maintained inventory.
• Implemented actions to continuously improve guest experience.

JANUARY 2014 – JUNE 2015
Bartender and Waitress, Revolution Bars Limited
• Worked directly with customers mixing and serving drinks.
• Processed payments, managed inventory, and took responsibility for the cleaning of bar supplies.
• Took and placed orders, communicating effectively with the kitchen staff.
• Regularly revised menus and offered recommendations to upsell dishes and drinks.

SEPTEMBER 2023
PHARMACOLOGY BSC (HONS), UNIVERSITY OF MANCHESTER

SEPTEMBER 2021 – JUNE 2022
ACCESS TO SCIENCE: CHEMISTRY, BIOLOGY, AND STATISTICS, CITY OF LIVERPOOL COLLEGE – 60 CREDITS AT DISTINCTION LEVEL
JUNE 2011

8 GCSE’S GRADES A-C (INCLUDING ENGLISH AND MATHEMATICS), BROUGHTON HALL TECHNOLOGY COLLEGE