David Nyilas
Bedford
Summary
A compliance, people, training and now Area Manager with an extensive background in experience, customer and people driven environments. I have Proven leadership skills involving coaching, developing and motivating teams to achieve targets and goals with excellent results on an area scale. I deliver First-class employee and customer experiences and this is at the very heart of my ethos, I rely on my ability to creatively solution find and think quickly in a structured way, enabling me to deliver a great experience whether that be at customer or employee level or with my stakeholders and peers.
Overview
25
25
years of professional experience
1
1
Certification
Work history
Retail Area Manager & Operations Manager
Jar communications – An independent franchise of o2
2016.10 - Current
- Promoted to the Area Manager position in March 2022
- Overall accountability for 5 Commercial & Customer successful o2 retail stores and a Contact Centre
- Performance Lead – The figure head for driving performance across our estate, leading, and engaging a team of 4 stores and a contact centre to deliver their commercial objectives through excellent customer experiences coupled with outstanding sales execution skills
- Line manager for 4 stores managers – Mentoring them, coaching them, inspiring them to be the best they can be in their role and to do the same with their own teams
- Engagement – Lead on all engagement in the business, motivating and inspiring the team at large, saying well done and making sure our teams feel value for their efforts
- HR – Lead on all HR operations in the business – reviews, performance management, Pay, holiday planning and more – Managing with a human touch
- Stake holder management – Key figure in managing our relationship as a franchise of o2 with o2 – building strong influential working relationships
- Customer – Leading a culture of creating world class experiences that are memorable and then analysing the results in NPS and reacting to customer feedback in real time
- Consistently delivering target on both customer & commercial metric through a focussed and engaging approach
- As sole head of the business and senior manager, my duties above are combined with those of my previous role in the business which can be found below.
- Toured sales floor regularly, assessing and improving daily operations.
- Analysed sales figures, identifying areas to improve and implementing remedial action.
Training & Compliance Manager (senior manager)
Jar communications – An independent franchise of o2
2016.10 - Current
- People focussed with a Lead on compliance
- And training and development for a footprint of 5 stores and a telesales team of over 40 people
- Responsible for all aspects of overseeing compliance throughout the business including FCA compliance, Audit, health and safety and data security (GDPR)
- Responsible for the leading and engaging of the entire business on all fronts including sales performance in the absence of an area manager – this included leading the teams through the entire first lockdown – close down, during the lockdown and the re-opening process
- Set up a Franchise contact centre from scratch during lockdown which included picking a retraining a team of store staff to work in there to great success
- Delivery of training to new starters, management teams and their advisors throughout their career journey
- Accredited & Trusted by o2 to deliver o2 induction training to new starters
- Coaching and development of leaders to enable them to develop their own teams and be the best they can be
- Behaviour development of leaders and their teams
- Management of the customer experience throughout our business, using the systems we have that measure feedback to enable us to perfect our shop floor behaviours
- Responsible for the roll out of the customer excellence sales framework across our business
- HR lead - handling investigations, disciplinary hearings and performance management cases
- Lead on employee engagement in the business
- Conduct weekly and monthly performance reviews with managers
- Create and implement high quality training material to support the business’s goals & vision
- Recruitment – Identifying and resourcing talented individuals to join our business
- Relationship Management of key stakeholders both from o2 and internally in our business
- Responsible for implementing Data Security and FCA Incentive policies in line with regulations
- Re-wrote the company Incentive scheme based on a changing industry.
Part time bar person
Harvester
2024.08 - Current
- Working as a key part of the front of house team, supporting the front of house and our Bar Guests
- Delivering a great Guest experience consistently
- Making and serving a variety of drinks to wide range of guest
- Upkeep of the bar – cleaning, replenishing stock and sundries
- Cash and table management
- Current employee of the period.
Store Manager
O2 UK
2006.12 - 2016.10
- Leading a team of 13 people, coaching, motivating and developing them to ensure that they achieve and exceed all their business objectives
- High Performer grade at last annual review
- Working closely with my regional manager to deliver region wide plans to improve performance and customer experience
- Conduct and Performance manager, handled complex disciplinary cases
- Achieved and exceeded store targets and KPI consistently
- Delivered only the best in customer service by resolving any customer issues that arise and truly representing the brand with the customers experience being at the heart of all we do
- Feedback metrics have reflected this consistently
- Customer experience measures achieved consistently
- Leading on the detailed completion of all administrative duties including stock taking, banking, archiving, filing, data protection management, contract handling and cash handling
- Stock control manager for My area
- Creating a “buzz” on the sales floor to encourage the team to love what they do and bring digital products to life for our customers
- People and performance management to an effective level with proven results
- Analysed figures to determine strong and weak areas of the business and devising action plans in accordance with results
- Effective recruitment with a team of loyal employees who all have a long tenure.
Skills
- New staff training
- Expert multitasker
- Customer service
- Performance improvement
- Employee training
- Training and development
- Employee management
- Customer retention
- Sales expertise
- Floor staff management
- Positive attitude
- Leadership
- Team building
- Problem-solving
- Coaching and mentoring
- Customer-focused
- Communication skills
Accomplishments
- NVQ Level 3 in Customer service
- O2 Our Stars Award Winner 2019 – for my contribution to o2 – rare for a franchise employee to receive this.
- Creating of training content that has been used by o2 themselves and praised for its success.
- A successful track record of opening and developing flagship retail stores for O2, 3 and Arco
- Built vital links in my local community to help enhance my stores and company’s reputation
- Developed and coached my people throughout numerous locations and businesses with great success having a multitude of team members promoted to management positions under my tenure
- Account Managed a store base of 84 stores on a rotating 5 week visit cycle for E-UK
- Managed, coached, developed and trained at senior manager level
- Accredited by o2 to Train o2 Induction for new retail employees within franchise
- Accredited by o2 to train management to assess on FCA compliance within franchise
- Trusted with compliance, training, HR and customer experience management by my current employer.
- Developed and implemented the performance management & hr system we use day to day in my current business
- Crisis managed the business through the Cov-19 pandemic, kept the business stable in a very volatile time.
- Continually developed myself using the tools available to be me and have upskilled to advanced level on the Microsoft suite of programmes.
- Promoted to Head of stores in my current role
Custom
Created and run Stylus Promotions, an events company which champions local talent and works with artists from USA and Europe. This let me develop my organisation and communication skills. All my interests are mainly music and media centred as a result of the above.
Certification
NVQ Level 3 - Customer service
References
References available upon request.
Timeline
Part time bar person
Harvester
2024.08 - Current
Retail Area Manager & Operations Manager
Jar communications – An independent franchise of o2
2016.10 - Current
Training & Compliance Manager (senior manager)
Jar communications – An independent franchise of o2
2016.10 - Current
Store Manager
O2 UK
2006.12 - 2016.10