Edward McEntee
@edwardmcentee
Experienced contact centre supervisor with a passion for visitor engagement.
United KingdomWhat I'm looking for
I am a dedicated Contact Centre Supervisor with over six years of experience in the museum sector, where I have honed my skills in team leadership and visitor engagement. At The Science Museum Group, I lead a team responsible for managing high volumes of inquiries and bookings across five national museums. My role emphasizes our core value of being 'Open for All,' ensuring that every visitor receives exceptional service and support.
Throughout my career, I have demonstrated a commitment to maintaining accurate visitor data and managing feedback effectively, utilizing tools like CRM Tessitura and Microsoft Office. My experience extends to recruitment and training, where I take pride in onboarding new team members and fostering a collaborative team environment. I believe in the power of active listening and empathy to resolve issues promptly and enhance the visitor experience.
In addition to my supervisory role, I have a strong background in visitor services, having worked as a Visitor Experience Assistant and Visitor Services Assistant. My educational background in Film Studies has equipped me with strong communication and presentation skills, which I apply in my professional interactions. I am passionate about creating memorable experiences for visitors and continuously improving service delivery.
Experience
Work history, roles, and key accomplishments
Contact Centre Supervisor
The Science Museum Group
Jan 2020 - Present (5 years 7 months)
Led a team handling large volumes of external queries, requests, and bookings for five national museums. Managed and archived visitor feedback for the Group, ensuring prompt and appropriate resolution.
Visitor Experience Assistant
The Science Museum Group
Jan 2018 - Present (7 years 7 months)
Trained team members and worked to achieve revenue targets and sustainable visitor relationships. Operated commercial attractions including IMAX and flight simulators, and managed evacuation procedures.
Visitor Services Assistant
The Natural History Museum
Jan 2017 - Present (8 years 7 months)
Provided a welcoming, friendly, and safe environment for visitors. Managed and operated ticket desks, exhibition admissions, and retail sales to maximize profit and drive revenue.
Team Leader
Premier Inn
Jan 2011 - Present (14 years 7 months)
Hosted and socialized with large volumes of customers, adhering to strict 'Brand Standards' for hospitality. Managed cash, handled administration, bookings, staff rotas, and stock levels.
Skate Hire and Bar Tender
The Mo Club
Jan 2010 - Present (15 years 7 months)
Responsible for skate hire operations and serving customers at the bar. Ensured a smooth and enjoyable experience for patrons of the rollerdisco and club venue.
Waiter and Restaurant Assistant
The Thatch
Jan 2008 - Present (17 years 7 months)
Provided table service and assisted with general restaurant operations. Ensured customer satisfaction and contributed to a positive dining experience.
General Park Assistant and Ride Operator
Once Upon A Time Children's Theme Park
Jan 2005 - Present (20 years 7 months)
Assisted with general park operations and safely operated rides. Ensured a fun and secure environment for park visitors, especially children.
General Park Assistant and Ride Operator
Watermouth Castle Children's Theme Park and Gardens
Jan 2003 - Present (22 years 7 months)
Assisted with general park operations and safely operated rides. Contributed to maintaining a pleasant and secure environment for all visitors.
Retail Assistant
W.H. Smiths
Jan 2002 - Present (23 years 7 months)
Assisted customers with purchases and maintained store displays. Handled transactions and ensured a tidy and organized retail environment.
Education
Degrees, certifications, and relevant coursework
Raise The Bar Apprenticeship
Level 3 Apprenticeship, Team Leadership / Supervision
2023 - 2024
Grade: Distinction
Activities and societies: Delivered presentations, wrote 2000-word essays, researched organisational strategy, delivered coaching sessions, wrote and updated training documents, led cross-team meetings.
Achieved a Distinction in a one-year on-the-job Level 3 Apprenticeship in 'Excelling in Team Leader / Supervisor'. This involved delivering presentations, writing essays, researching organizational strategy, and leading coaching sessions.
Chartered Institute of Environmental Health
Level 2 Award, Health and Safety, Food Safety, Hospitality
2010 - 2011
Completed the Chartered Institute of Environmental Health Level 2 Award in Health and Safety, and Food Safety in the Workplace. Also completed the 'Welcome to Excellence' Host Hospitality training course.
SUSouthampton Solent University
BA (Hons), Film Studies
2006 - 2010
Grade: 2:1
Produced coursework, essays, and scripts to stringent deadlines and academic standards, utilizing the Harvard referencing system. Delivered presentations and led seminar groups with appropriate lesson planning. Shot, edited, and produced short films with effective storyboarding, directing, and critiquing.
North Devon Community College
A Levels, Multiple Subjects
2003 - 2006
Grade: A-C
Completed A Levels in English Literature & Language, Film Studies, Media Studies, Critical Thinking, and Psychology. Achieved grades between A and C.
Braunton School and Community College
GCSEs, Multiple Subjects
1998 - 2003
Grade: A-C
Completed GCSEs in English Literature, English Language, Music, History, French, Chemistry, Physics, Biology, Maths, and Graphics. Achieved grades between A and C.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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