DANIA GRANT
Saltcoats,North Ayrshire
Summary
- A service focused individual who has built a proven record in high quality customer care across varying work environments, building a strong skill set incorporating the ability to establish positive relationships with customers, support and learn from colleagues, and respond to issues with confidence and composure.
- Posses experience in the delivery of an exceptional customer experience within a Michelin-starred restaurant, the supervision of up to 20 staff in restaurants and events, and in adapting to diverse conditions having also worked in retail.
- Now keen to apply these skills to a challenging new position that offers the opportunity to positively impact an employer while continuing to develop professionally.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work history
Customer Service Supervisor
Logical Personnel Solutions
West Kilbride
08.2024 - Current
- Actively listened to customer concerns and resolved issues efficiently, achieving a 90% positive feedback score in quarterly surveys.
- Facilitated rollout of new service solutions
- Coordinated with the product team to relay common customer requests and enhance inventory selection, resulting in improved customer satisfaction scores.
- Built strong relationships with over 150 returning customers each month, contributing to a 30% increase in repeat purchases and enhancing store loyalty.
Duty Manager
Argos
Saltcoats
11.2020 - 01.2026
- Led by example, embodying positive work ethic and motivating staff for peak performance.
- Stored cash floats and delivered secure banking procedures.
- Managed customer service interactions, addressing concerns and preserving positive experiences.
- Handled guest complaints to protect brand reputation.
Supervisor
Sainsburys
Saltcoats
11.2020 - 01.2026
- Supervised activities of workers and enforced safety regulations.
- Oversaw day-to-day activities of team, ensuring tasks were completed to high standard.
- Trained new hires and set up mentoring relationships to drive team performance.
- Maintained clean, organised working areas to create positive, productive environments with minimal risk.
- Motivated team through providing hands-on practical support to all members of staff on duty.
Store Manager
Beth Brownings Bakery
Steventson
03.2021 - 08.2024
- Executed daily opening and closing procedures to ensure operational efficiency.
- Assisted in recruitment, hiring, and onboarding of store staff to enhance team performance.
- Delivered exceptional customer care through prompt resolution of complaints.
- Analysed daily and weekly sales data, maintaining productive discussions with area manager and peers regarding performance.
Assistant Food and Beverage Manager
Fonab Castle Hotel & Spa
Pitlochry
02.2019 - 11.2020
- Built loyal customer base by creating welcoming environment with top quality service.
- Completed accurate end-of-day financial routines for cash and card transactions.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Delivered in-depth training to customer-facing staff, promoting strong service performance.
- Purchased required quantities of necessary restaurant items, including food, beverages, equipment and supplies.
- Prepared rotas to achieve stable coverage while minimising payroll costs.
- Created team building initiatives to encourage upselling and meet revenue targets.
Front of House Manager
Braidwoods
Dalry
10.2018 - 02.2019
- Coordinated Front of House and Back of House staff ahead of events for smooth execution to maximise guest satisfaction.
- Kept adequate inventory levels of food, liquor and other items needed for daily operations.
- Implemented safe working practices to safeguard safety of guests and workers.
- Achieved financial goals through rigorous restaurant budgeting and forecasting.
- Maintained slick front-of-house processes in high-volume establishments through exceptional organisation and staff management.
Assistant Restaurant Manager
Martin Wishart at Loch Lomond
Balloch
08.2015 - 04.2018
- Provided an exceptional level of service expected by the diners of Martin Wishart at Loch Lomond, a Michelin-starred and award winning restaurant located in the 5
- Cameron House Hotel.
- Maintained a strong knowledge of the complex fine dining menu - including ingredients of individual dishes, the background of fresh produce, qualities of different cheeses, appropriate food and wine pairings etc - in order to make suitable recommendations to the customers.
- Support the waiting brigade in any and all tasks during the busy service period.
- Use each service as an opportunity to learn from senior restaurant staff, develop specialised skills within a fast paced environment, and increase repeat custom potential for both the restaurant and hotel.
Education
HNC - Business
City of Glasgow College
Glasgow, GLG 01.2012 - 01.2013
Skills
- Customer Service: has a proven track record in customer service having worked entirely in public facing roles across a range of environments - from fine dining, to large events to retail Able to adapt her approach to suit the personality of the individual or nature of an issue in order to quickly build rapport with each customer
- Communication: A skilled communicator who is able to build positive working relations with colleagues and customers alike through a professional working attitude and strong interpersonal skills Understands the importance of tone, manner and non-verbal communication when liaising with customers and forging relationships with colleagues
- Time Management: Adept at organising a complex workload while fulfilling multiple tasks simultaneously Able to organise others as demonstrated when holding supervisory positions, and ensures all work is completed within set time frames
- Teamwork: Offers continuous support and guidance to colleagues in all operations to maintain a positive and smoothly run working environment Experienced in both responding to the training needs of others and carefully following the instruction of more senior members of staff
- Adaptability: Able to quickly adapt to cultural differences and attitudes through extensive personal travelling experience as well as working abroad Comfortable in new situations and creative in solving arising issues with purpose and clarity
- Commercial Awareness: Understands the relationship between customer service and business objectives, consistently up-selling products, prioritising special offers and identifying new service lines
- IT Skills: Proficient in the use of MS Windows and Office applications including Word, Excel, Project and PowerPoint
REFERENCES
References available upon request.
Timeline
Customer Service Supervisor
Logical Personnel Solutions
08.2024 - Current
Store Manager
Beth Brownings Bakery
03.2021 - 08.2024
Duty Manager
Argos
11.2020 - 01.2026
Supervisor
Sainsburys
11.2020 - 01.2026
Assistant Food and Beverage Manager
Fonab Castle Hotel & Spa
02.2019 - 11.2020
Front of House Manager
Braidwoods
10.2018 - 02.2019
Assistant Restaurant Manager
Martin Wishart at Loch Lomond
08.2015 - 04.2018
HNC - Business
City of Glasgow College
01.2012 - 01.2013