Sian Lake is a highly motivated Business Management graduate seeking a new opportunity. She has over 5 years of experience in customer service roles, most recently as an Account Executive Assistant at Pike Textiles Display Ltd where she helps manage customer relationships and production. Prior roles include working as a Graduate Case Handler at Capita Financial Solutions resolving PPI complaints and as a Developer Services Planner scheduling water connections. Sian strives to provide excellent customer service and successfully work with others to achieve results.

1. S I A N L A K E35 Gravelhill Lane, West Winch,
King’s Lynn, Norfolk,
PE33 0QG
sianlake@icloud.com
07557353673
Highly motivated, results driven Business Management graduate with
well-developed customer service and leadership skills. Strives to provide
proficient customer service and successfully working closely with others
to achieve results.
C O N T A C T
Pike Textiles Display Ltd (September 2015 – Present)
Account Executive Assistant
I work alongside the management team, communicating between employees and senior management to
minimise the risk of any delays in the factory production. Whilst maintaining customer relationships by offering
excellent customer service as well as working towards deadlines and product launches. During my tenure I
created a universal training guide for the company, aiding new employees in their training. I took upon myself to
regularly fundraise for various charities, raising over £500 to date.
E M P L O Y M E N T H I S T O R Y
Capita Financial Solutions LTD – Lloyds Banking Group
(December 2014 – August 2015) - Graduate Case Handler
Contracted by Capita LTD. as a PPI complaint Handler for The Lloyds Banking Group. The role entailed
investigating sales policies to determine the suitability of the products for each case, whilst providing a duty of
care to the customer. An important requirement of the role was to maintain a good understanding of legislation
changes to facilitate the assessment of risk, considering any procedural or regulatory requirements. Focused on
providing excellent customer service through clear and concise communication with customers and other
parties, such as the claims management companies. For all individual cases, a report would be produced to
present my conclusions from each investigation detailing all evidence and findings.
Morrison’s Utility Services / Yorkshire Water (May 2014 –December 2014)
Developer Services Planner & Scheduler
This role required organisation and the ability to solve problems regularly under pressure. My role was to plan
and schedule water connection for new builds and repair operations for mains water pipes. I dealt with often
distressed customers which required excellent people skills and was responsible for coordinating over 30
engineers. This often involved making robust decisions under time-constraints. I worked alongside Yorkshire
Water to provide a successful united customer care.
E D U C A T I O N
Leeds Metropolitan University 2011 – 2014
BA (Hons) Business Management – Second Class Honors (1st Division)
Modules - Business Strategy, Operations Management Innovation & Change, Managing a Mixed Economy,
International Business, Managing capabilities and Consultancy Project.
College of West Anglia 2009 - 2011
BTEC in Business & Retail -Triple Distinction.
The Park High School 2003-2008
GCSE’s A*,A*,C,C,C,D

2. • Regularly volunteering for Macmillan charity events, including 10k run.
• Top seller of new store card accounts in the Kings Lynn Topshop and Argos stores.
• Volunteering at local primary schools to aid organising activity days.
• CMI Level 5 qualifications
• Professional Consulting (QCR)
A C H I E V E M E N T S
Full Clean UK Driving License
References available upon request
• SAP Production
• Odyssey
• ICE User
• Microsoft Office
• Pages
• Keynote
• Numbers
• Windows & Mac.
S K I L L S
Topshop / Topman (February 2011 – January 2013)
Advanced Level Sales Advisor
Working within a global retailer providing excellent customer service whilst also contributing to the ethos of
the company. Using my initiative and visual merchandising experience I was able to focus on opening store
card accounts whilst driving sales. which lead to being awarded top seller of new accounts within my store.
During my tenure I undertook A ‘Model store’ and stock takes for both brands in which the Model store
received a top mark of over 90%, the highest in its region.
House of Fraser (August 2013 –May 2014)
Sales Advisor
Playing a vital role in promotional campaigns by delivering the highest standards of customer service. This
enabled the customer to discover the range of products that we had to offer and allowed us to respond to
every customer’s individual needs and requests. Consistently exceeded store KPI’s whilst delivering
excellent customer service interacting with customers on every level.
E M P L O Y M E N T H I S T O R Y - I N E D U C A T I O N