DANIELA VARLAN
Epsom,GB
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgement to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Operations Team Manager
John Lewis & Partners
Kingston, South West London
08.2023 - Current
- Minimised discrepancies by effectively training employees on best practices, policies and procedures.
- Developed, recommended and implemented strategies to improve employee work quality and speed.
- Served as key corporate representative, liaising with various shareholders in support of operational excellence.
- Owned recruitment of Peak Partners by supervising and marking group discussions and interviewing.
- Maximised legislative compliance across all processes, with particular focus on Data Protection Act and The Equality Act.
- Improved productivity and customer service levels in collaboration with Selling managers.
- Adapted communication style to liaise at all levels confidently and effectively.
- Facilitated improvements to existing processes and procedures by acting as positive catalyst for change.
- Noted employee absences and grievances, and improved team development and performance with right training.
- Facilitated branch project for retraining management & ensuring the branch adheres to the internal and customers SLA using vast documentation.
- Sought timely solutions to company inefficiencies for the continued smooth running of operations.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
Assistant Manager
TJXE
Various Stores, National UK
03.2014 - 08.2023
- Acting Store Manager throughout all 4 quarters, including Q4, peak, achieving record breaking COB EOY sales for FY '23
- Networked with colleagues in different areas of the business from associate to senior leaders, district managers, RDF and asked open-ended questions to determine new ways of improvement in terms of leadership skills.
- Trained effectively on best standard practices, leadership competencies and cultural factors while coordinating scheduling for optimal productivity.
- Supported long-term business-need strategies, generated team-relations feedback for process improvements.
- Handled recruitment beginning to end process, training and inductions of new associates to ensure best possible team for delivering TJX Business Model.
- Mentored and motivated team to achieve KPI targets ensuring continued progression and profitability.
- Trained, tasked and evaluated associates and junior management in terms of performance.
- Developed in-depth understanding of the Off-Price Model to instruct and implement best behaviours and operations for continued best practice.
- Scheduled and led store meetings to discuss sales, performance and customer service improvement needs.
- Mentored associates, Rising Stars, Team Leaders and Assistant Managers in the use and understanding of the Learning Offer.
- Led and coached stores by creating effective ways and supporting documents to aid challenging transitions.
- Consistently keeping up to date with new learning materials available and new sources to improve overall performance.
- Conducted and managed regional calls to support senior management to enhance their understanding of TJX best practices, company protocols and gain new information to improve these best practices and future projects.
- Consulted with different Functions such as HRBP, RDF, L&D, RM and store Senior Leaders to optimise development tools and approaches to learning.
- Delivered workshops, integrating audio-visual presentations and training materials throughout Princes' Trust Programme.
- Closely monitored stock levels, effectively managing inventories and logistics to maximise sales potential.
- Led and managed thriving team between 38 and 44 associates for 5 years.
- Recruited and coached high-achieving retail staff to regularly build on yearly sales successes by 8.7% and achieving record sales
- Developed exceptional levels of customer care through targeted training and rigorous staff recruitment processes.
- Raised customer ATV productivity by 11% through strategic scheduling and rota management.
- Completed opening and closing procedures each day.
- Built customer relationships with consultative sales approach.
Inbound/Outbound Call Centre Agent
Computer Generated Solutions AOL Department
Brasov, Romania
09.2009 - 10.2013
- Logged details of calls on to the AOL Customer Base to assist data collection and escalated concerns to the Collection Agency.
- Consistently received monthly bonus for exceeding call centre sales targets.
- Handled high Outbound calls volume, working accurately and efficiently for optimum productivity and profitability.
- Delivered Debt Collection targets with a positive, proactive work ethic, maintaining excellent self-development to continually exceed management expectations.
- Increased customer retention for Dial Up internet service by using in depth knowledge about AOL services to build strong rapport and establish trust.
- Provided consistent service across 3 platforms by channelling brand values throughout customer interactions.
- Maintained detailed knowledge of AOL and Dell Computers portfolio to competently and expertly advise customers.
- Trained junior agents on customer service excellence and working interface, boosting customer satisfaction rate.
- Maintained accurate knowledge of AOL and Dell products to provide informative service and updates to customers.
Education
NVQ Level 1 - Eating Psychology
Centre of Excellence
London03.2021
NVQ Level 1 - Nutrition
Centre of Excellence
London11.2020
NVQ Level 4 - Alternative Medicine
International Reiki Association
Brasov, Romania08.2017
NVQ Level 2 - Customer Service
Open University
London09.2015
Bachelor of Arts - Linguistics & Literature English Major
Transilvania University
Brasov, Romania07.2011
Skills
- Strategic planner
- Motivational leadership
- Coaching and mentoring
- Relationship building
- Effective communication
- Performance development planning
- Hiring and training
- Recruiting and interviewing
- Logging call information
- Customer communication
- Operational improvement
- Inbound call handling
- GDPR compliance knowledge
Timeline
Operations Team Manager
John Lewis & Partners
08.2023 - Current
Assistant Manager
TJXE
03.2014 - 08.2023
Inbound/Outbound Call Centre Agent
Computer Generated Solutions AOL Department
09.2009 - 10.2013
NVQ Level 1 - Eating Psychology
Centre of Excellence
NVQ Level 1 - Nutrition
Centre of Excellence
NVQ Level 4 - Alternative Medicine
International Reiki Association
NVQ Level 2 - Customer Service
Open University
Bachelor of Arts - Linguistics & Literature English Major
Transilvania University
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