Divya Lal has over 15 years of experience in customer service and administrative roles. She has worked in reception roles for the University of Birmingham and BPP Professional Education, and has experience providing excellent customer service. She is skilled in Microsoft Office applications and various industry specific software. Lal is seeking an opportunity that utilizes her strong organizational skills and dedication to excellent customer service.

1. C u r r i c u l u m
V i t a e DIVYA LAL
44 PEAR TREE DRIVE
B43 6HU, BIRMINGHAM
gandhidivya22@hotmail.com
07956 588 725
PROFILE
An experienced and highly skilled Business Studies graduate, with proven expertise in
numerous aspects of front of house and reception services gained from working in a range of
different environments.
A hardworking mother of 2 children and self-reliant individual who is efficient in carrying out
administrative tasks in pressurized work environments. Fully competent to provide excellent
customer service for clients. Very well presented, diligent and a determined individual. Self-
motivated with a very high level of commitment in any task undertaken. Works well on my own
and is a great team member. With I.T skills using MS Office and in house applications and
programs. I am confident I would make a great candidate.
EMPLOYMENT
Homemaker
July 2014 - present
MaternityLeave
June 2013 - June 2014
Project Assistant – Birmingham City Council – Birmingham City Centre
April 2012 – May 2013
Key Accountabilities and Skills:
• Verifying Subject Access Requestors ID (letters, E-mails, Phone Calls)
• Searching for information on Emerald/HRIS/SAP
• Retrieving financial information for SAR requests from SAP, Business Objects, HRIS
(P60’s, Pay slips, and Overtime etc.)
• Requesting search for information/chasing search requests from Directorates, having
files retrieved from Archives (Iron Mountain).
• Scanning & archiving completed SAR Cases
• Correspondence with SAR Requestors, posting outgoing Letters
• Sorting and Delivering incoming post(sorting SAR/Non SAR letters)
• Giving advice to the team on SAR related queries coming into them on the
helpline/mailbox
• Following up on SAR complaints, Updating SAR workflow, updating SAR related
standard letters
• Searching for employment records(e.g. COT 3s, letters of appointment etc.) for the
Equal Pay Team Legal Services Team
• Drafting Letters, minute taking for meetings
• On the job training (H&S, Outlook, Fire Awareness)

2. • Operational duties (e.g. calling pest control/calling Acivico, photocopier maintenance
calls and parts orders)
Customer Service Advisor- BPP Professional Education- Birmingham City Centre
January 2012 - March 2012
Key Accountabilities and Skills:
• Served as first point of contact for students, faculty staff and visitor’s to the center.
• Organised promotional packs, prospectuses and course literature for open days.
• Uploaded exams on board websites and invigilated exams.
• Replying to e-mails and telephone queries from students, general admin duties such as
franking post and minute taking for meetings.
Receptionist – Universityof Birmingham
Sept 2011 – December 2011
Key Accountabilities and Skills:
• Served as first point of contact for students, faculty staff calling and visitor’s to the medical
school. Efficiently provided prompt, courteous and knowledgeable assistance.
Demonstrated proficiencies in telephone and front-desk reception within a high-volume
environment. I was flexible in my approach to work and I adapted to changes in my
environment quickly and effectively.
• Analysis and Problem Solving / Communicating Effectively
Attention to detail was key in the role to complete tasks efficiently. I know how to collate
useful information when facing new tasks. Actively look for alternative approaches to
problems to find the optimal solution for both external and internal customers.
General Administrator – Deloitte / The Gym Nuffield Health
May 2010 – May 2011
Key Accountabilities and Skills:
• I processed agreements, alterations and took payments for each membership account on in
house programs, ensuring data recorded was accurate.
• I was responsible for the analysis of reports which collated information on the different
bands of memberships, total rejects, collected and defaults. Reports were run daily and high
level of accuracy was required.
• Management and ownership of all front desk duties such as allocating fitness classes on the
company intranet, ordering supplies, replying to e-mails and telephone queries. Also
reporting and supervising accident/incident/maintenance issues to the adherence of
company policies and procedures.
• I was also responsible for training new staff on the job and ensuring they were fully
competent and meet on-going development needs. Responsible for financial banking on a
weekly basis and producing and recording end of day reports.
Front of House Receptionist – La Fitness Bayswater
September 2008 –April 2010
Key Accountabilities and Skills:
• My responsibilities were to answer the telephone for class bookings within service level
agreements, ensure that all services and products provided were paid for and document

3. membership alterations correctly processed. Dealt with all customer enquiries face to face
and over the telephone.
• I provided a service and maintained frontline operations, conducted regular checks of the
club premises and ensured that all members’ attendance was recorded on our in house
database.
• I also assisted with the team in the promotion and sales of club services, products and
events. By marketing direct to the general public and corporate representatives.
Membership Sales Advisor - La Fitness Piccadilly
June 2008 – September 2008
• Hitting Targets as an individual and team
• Signing up prospective members to the gym specific prices
• Touring and Upselling the gym
• Leafleting
• In reach and outreach (collecting data)
Front of House Manager - La Fitness Holborn
February 2004 – May 2008
Key Accountabilities and Skills:
• Responsible for planning and implementation of setting targets for each month via company
branding and promotional marketing. Duties included liaising with staff and upselling to
customers to ensure successful monthly sales.
• Training and managing front of house staff for example holding team and 1-2-1 meetings.
Taking them through induction training, company policies, rules and regulations as a new
starter to the company.
• Working closely with the operations manager to ensure maintenance issues were resolved
within the deadlines. Setting targets for front of house, planning and implementing
promotional marketing on a monthly basis.
• I was responsible for banking and handling end of day cash, reconciliations, admin duties
included responding to e-mails, maintaining files, data entry and a variety of back office
tasks.
• I also handled member queries and complaints, club to club member transfers, membership
amendments which were changed and updated on member’s profiles. Ensured all data
recorded was accurate and up to date.
Telesales and Cashier - JESSOPS New Oxford St. London
July 2001 - November 2003
• I was responsible for banking and handling end of day cash, reconciliations, admin duties
included responding to e-mails, maintaining files, data entry and a variety of back office
tasks.
• I was responsible for taking incoming calls via a switchboard from customers who had
queries or wanted to reserve certain products.

4. • I completed customer orders by reserving items that we had in store to collect or dispatch to
another branch internally.
• I worked with my colleague to chase up back orders via a daily print out of stock not come
in or received.
Sales Assistant - RAVEL High St. Kensington. London
September 1999 - March 2001
• I was in charge of supervising the shop floor and staff. Within this I had to delegate jobs,
schedule lunches and breaks.
• I was responsible for banking and handling end of day cash.
• My job role was to sell shoes and shoe care, stock checks, cleaning mirrors, dusting,
sweeping, unpacking delivery and checking Invoices.
EDUCATION
HND Business Studies (Pass) Buckinghamshire Chilterns University College (1999 –
2001)
FURTHER QUALIFICATIONS / TRAINING
• DSE Assesment, In the Line of Fire, Handle With Care, Introduction to Information
Governance, Data Quality, Records Management, IT Security - Dec 2012
• NVQ Customer Service Level 2 2002
• Nikon Digital Level 1 2002
• First Aid at work and Pool Attendant 2004
• LA Fitness Leadership 2007
Coaching and Feedback 2007
Performance Appraisal 2007
• Fire Marshall Training 2010
• Proficient in the following software applications: Microsoft Word, Outlook, CCNA,
Aphelion, Excel.
PERSONAL DETAILS
• British Citizen.
• Ethnic origin – British Asian - Indian.
• Married
PERSONAL INTERESTS
• Cooking and spending time with the family
• World travel, experiencing different cultures and lifestyles.
• Avid reader particularly current affairs.
REFERENCE
Available on request