Leora Knight

At RWS Group, I managed daily translation projects for pharmaceutical clients such as Pfizer. I communicated directly with clients and freelancers, ensuring accuracy through proofreading, formatting in Word, and updating the TMS. I also handled feedback, tracked costs, and maintained quality under tight deadlines. The role required strong stakeholder management, coordination, and attention to detail for the delivery of high-quality, time-sensitive translations.

At SSI Schaefer, I supported the implementation of automated warehousing solutions for UK clients, primarily on-site at Marks & Spencer. I managed client-facing project coordination, working with teams in the UK and Germany. I oversaw planning, financial tracking, and billing using Navision and Salesforce, and created automated Excel reports for planning and analysis using VBA. The role required strong stakeholder management and collaboration to ensure successful project delivery.

At Senior Internet, I supported existing clients and new projects, delivering CMS/CRM training through sessions I designed. I self-taught HTML and CSS to assist with web development, and created 40+ tutorial videos for the support portal to reduce client queries. I was also involved in functional testing, managed IT tickets, prioritised issues, and worked with developers to replicate and test fixes. This role strengthened my problem-solving, communication, and collaboration skills.

In my role as an IT Analyst at one of the UK’s largest banks, I was responsible for resolving up to 50 IT calls per day, either by phone or chat. This role required excellent time management, critical thinking, and problem-solving skills to meet KPIs and quality assurance standards. I also developed strong customer service and client relationship management skills to ensure customer satisfaction and effective issue resolution.

Promoted to IT Analyst at Retail Assist, I supported Pizza Hut by resolving first-line queries, handling high call volumes, prioritising tickets, and escalating issues. I met SLAs and ASA targets in a fast-paced environment. I created detailed procedural guides and trained new staff. This role sparked my interest in IT through hands-on troubleshooting and problem-solving, while also strengthening the relationship between the service desk and Pizza Hut’s head office.

Following an impressive performance as Helpdesk Administrator, I was promoted to Call Handler and joined the Pizza Hut team. Meeting Average Speed of Answer (ASA) targets was essential, and I consistently achieved these. Effective listening, ticket logging, and assigning tickets were key aspects of the role.

In this role, I provided a helpful first point of contact for clients, requiring strong customer focus, active listening, and the ability to log issues effectively. I also worked with Excel for data management and developed skills in timesheet processing and administrative support.

My MSc in IT combined technical training with project-based work. I co-developed a pizza delivery website, focusing on UI with HTML/CSS. I automated Amazon sales analysis using SAS and Power BI, researched gaming in education, and built a MySQL database with a VBA-powered Access frontend. I created a Python hospital booking system, led a cloud database proposal, and wrote a thesis on whether LLMs could interpret UK criminal law, using legal and technical analysis in Excel.

English, Law, Psychology