Alana Zarcilla
Summary
Dedicated specialist with extensive experience in customer-facing roles, demonstrating strong leadership in team environments. Proven ability to thrive under pressure and manage high-volume tasks effectively. Committed to continuous professional development and knowledge enhancement.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Specialist
APPLE LAKESIDE
West Thurrock, Thurrock
2025.07 - 2026.07
- Delivered exceptional customer service by engaging with customers to understand their needs and recommend suitable Apple products and services.
- Demonstrated in-depth knowledge of Apple hardware, software and ecosystem to explain features and benefits clearly.
- Assisted customers with product setup, basic trouble shooting and learning how to use Apple devices.
- Supported sales targets by confidently presenting solutions and completing transactions accurately.
- Maintained a welcoming, inclusive and professional store environment aligned with Apple values.
- Worked collaboratively with team members to ensure smooth store operations and positive customer experiences.
- Followed Apple procedures for inventory handling, security and point of sale systems.
- Adapted quickly in a fast-paced retail environment while maintain high standards of service.
- Achieved a 100 TMS score with a streak of 58 (customer feedback) in the current Quarter.
- Achieved 78% for Connect and Personalise.
- Volunteered for Trusts such as Mothers 2 Mothers Uk (Limited), Mermaids, Terrence Higgins Trust and Kinetika.
Tesco Chef
TESCO EXTRA
Grays, Thurrock
2024.11 - 2026.06
- Prepared and cooked food to Tesco quality, safety and hygiene standards.
- Followed recipes and portion control guidelines to ensure consistency.
- Maintained a clean, safe and organised kitchen environment.
- Followed food safety, health and hygiene regulations at all times.
- Managed food preparation efficiently during busy periods.
- Worked as part of a team to deliver a high standard of service.
- Checked stock levels and reduced waste where possible.
- Ensured customer orders were prepared accurately and on time.
Admin Assistant and Front of House
AFRIKANA/MOWCHI
2023.04 - 2024.12
- Monitored and resolved feedback and refund disputes on Uber Eats, Just Eats, and Deliveroo.
- Ordered and verified food supplies for both Mowchi and Afrikana restaurants. Managed inboxes and analysed weekly figures.
- Calculated and entered employee hours into the database using Planday.
- Screened potential employees and scheduled interviews.
- Archived end-of-day reports and monthly expenses.
- Upsold products to customers, guided them through the menu, and achieved five positive reviews mentioning my name.
- Processed bills, handled cash transactions, and managed shift schedules.
Assistant Manager | Head Receptionist
HEADMASTERS
2017.01 - 2022.04
- Led a team of 12 Hairdressers and 2 Assistants, delegating tasks and managing schedules.
- Ordered products and managed client bookings, stylists' rotas, and cashing up at day's end.
- Collaborated with management and external stakeholders, resolving high pressure issues. Conducted team meetings to update on figures and targets, promoting teamwork.
- Managed the salon's Instagram account, increasing followers by 200 in three months. Sold services to walk-in customers and provided product knowledge.
- Organized and led team socials to enhance staff relationships.
Chef | Receptionist
BENIHANA Teppanyaki
2012.03 - 2015.01
- Welcomed and signed in customers, managed tables, and provided high-quality service.
- Communicated effectively with service staff, chefs, bar staff, and management.
- Worked efficiently in a fast-paced environment, performing and cooking for customers.
Operations Assistant
CONDOR ENERGY SYSTEMS
2012.01 - 2013.11
Sales Assistant
ALL SAINTS
2009.06 - 2011.09
Waitress
NANDOS
2008.11 - 2009.11
Education
Certificate of Higher Education - Access to H.E Diploma in Dance
Lewisham College
London 2010.09 - 2011.07
A-Levels - A-level in Dance
Lewisham College
London 2009.09 - 2010.07
BTEC National Award in Dance - Dance
Kensington and Chelsea
London 2009.09 - 2010.07
Skills
- Thought leadership
- Employee training
- Resilience under pressure
- Time management efficiency
- Customer Service
- Team Leadership
- Product knowledge
- Conflict Resolution
Affiliations
- Running
- Playing piano
- volunteering
- Yoga
- Dance
Certification
Headmasters Head Office
CMI Level 3 Award in First line Management
Sep 2018- May 2019
Timeline
Specialist
APPLE LAKESIDE
2025.07 - 2026.07
Tesco Chef
TESCO EXTRA
2024.11 - 2026.06
Admin Assistant and Front of House
AFRIKANA/MOWCHI
2023.04 - 2024.12
Assistant Manager | Head Receptionist
HEADMASTERS
2017.01 - 2022.04
Chef | Receptionist
BENIHANA Teppanyaki
2012.03 - 2015.01
Operations Assistant
CONDOR ENERGY SYSTEMS
2012.01 - 2013.11
Certificate of Higher Education - Access to H.E Diploma in Dance
Lewisham College
2010.09 - 2011.07
A-Levels - A-level in Dance
Lewisham College
2009.09 - 2010.07
BTEC National Award in Dance - Dance
Kensington and Chelsea
2009.09 - 2010.07
Sales Assistant
ALL SAINTS
2009.06 - 2011.09
Waitress
NANDOS
2008.11 - 2009.11