Amy-Louise Fletcher

• Generated new business through targeted outbound sales activity, including cold and warm calls, email outreach, and follow up campaigns to convert leads into memberships.
• Consistently met and exceeded monthly sales targets by building pipelines, qualifying leads, and closing high volume sales.
• Delivered persuasive sales presentations and personalised gym tours to convert prospects into committed members.
• Built strong relationships with new and existing members, identifying their goals and recommending suitable membership options, upsells, and add on services.
• Maintained accurate lead and sales activity records within CRM systems, ensuring effective follow up and conversion tracking.
• Supported front desk operations including greeting members, handling enquiries, booking appointments, and delivering a positive member experience.
• Performed administrative tasks including processing contracts and payments, updating member records, and ensuring data accuracy.
• Assisted with the execution of marketing promotions and member retention initiatives to drive engagement and long term revenue.

Initially joined as an Administration Officer before quickly being promoted into a Recruitment Consultant role, where I took full ownership of the end to end recruitment process for both temporary and permanent positions.

• Proactively sourced candidates through online job boards, social media, and professional networks to build strong talent pipelines for temp and perm roles.
• Screened resumes and applications, assessing candidates skills, experience, and cultural fit to match them with suitable opportunities.
• Coordinated and conducted telephone and in person interviews, ensuring a smooth and professional candidate experience.
• Managed the candidate journey from initial engagement through to placement, including interview preparation, offer negotiation, and onboarding support.
• Built strong relationships with clients by understanding their workforce needs and providing tailored recruitment solutions across both short term and long term roles.
• Performed aftercare check ins post placement to ensure ongoing satisfaction for both candidates and clients.
• Maintained accurate candidate and client records within the internal database, and conducted thorough reference checks to ensure quality placements.

• Scheduling of meetings, appointments, and company events.
• Inventory management by ensuring all office supplies were stocked appropriately, conducting inventory checks and ordering further & new supplies where necessary.
• Managing recruitment resourcers and consultants internal calendars.
• Document management for recruiters, ensuring everything was neatly kept in order to allow easy access when required.
• Managing correspondence for the office and recruiters, forwarding, managing letters, emails, and physical packages.
• Providing support for employees and clients through note taking in the interview process and also being on hand for any queries/concerns.
• Client engagement from the moment they enter Youngbrook to when they leave, greeting them, making them feel comfortable and welcome in the facility, as well as assisting them where required and providing excellent hospitality.
• Other duties included filing documents, labelling documents appropriately, general administration duties.
• Interacted with customers professionally by phone, email and in person to deliver accurate service information.

• Review of Transaction Monitoring, High Risk Country, High Risk Industry, and Misuse of Facility reports. This included reviewing flagged accounts holistically to identify the concern, write up a detailed investigation to mitigate or further investigate the accounts.
• High Risk AML Reviews for Onboarding/Live customers which includes customer account behaviour investigation, adverse media, beneficial ownership checks, as well as business status checks (active trading, etc)
• Pending Repayment reviews which flag due to volume usage in a specific time period, threshold usage, funds higher than business turnover - which requires requires a full review and approval from myself before being applied to the account.
• Case Escalation review from Junior & Financial Crime Officers which requires further insight and review from myself. In doing so, I work alongside the Financial Crime Manager & Head of Financial Crime to mitigate/investigate concerns.

• Continued working of JNR FCO responsibilities
• Alongside undertaking further responsibilities such as aiding Junior Financial Crime Officers with their investigations, providing support and rationale explanation.
• Aiding with the interviewing of potential Junior Financial Crime Officers with the Head of Financial Crime.

• Working across UK and US jurisdictions, which required understanding of UK/US regulations.
• Usage of Comply Advantage to identify High Risk Customers (PEP, Sanction, Adverse Media), through open source data searches - this included detailed review write ups.
• Review customer accounts at application stage, and continued monitoring of the facility usage. Writing clear, in-depth reviews to the JIRA board for other investigatiors to reference in future.
• Utilising CIFAS to further my investigations through inter-bank checks (bank statement verification), fraud loadings (application fraud, misuse of facility), member outreach to query an exisiting loading.
• Account reviews that required review of rules flagging from SQL queries for account detail updates, AML threshold and transaction monitoring flags.

• Responsibilities involved delivering excellent customer service across various communication platforms
• Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
• Assisted customers with product-related questions, feedback and complaints.
• Handled high-volume telephone calls to address and resolve customer queries.

• Responsibilities consisted helping vulnerable customers with their benefits, debt, employment, immigration and housing struggles.
• This consisted of assessing each clients individual issues and supporting them with the best outcome possible.
• This was carried out via phone call, email and webchat platforms.
• This role gave me great exposure to customer service alongside valuable lessons in dealing with vulnerable customers and mental health issues.

• Delivered exceptional face-to-face customer service, ensuring a welcoming atmosphere for all customers, addressing inquiries or concerns promptly.
• Managed daily operation of the Inn, including greeting guests, taking orders, and processing payments, contributing to a welcoming experience.
• Supervised and trained new front-of-house staff, fostering teamwork and collaboration in a fast-paced environment to enhance service efficiency.
• Oversaw inventory management, including ordering, stock rotation, and maintaining inventory accuracy, ensuring optimal product availability.
• Assisted in developing and implementing promotional activities to boost sales and enhance customer engagement.
• Collaborated with kitchen and bar staff to ensure timely and accurate service delivery, maintaining high standards of food safety and hygiene.