DIAS BASTIAN
Glasgow
Summary
Experienced iSmash Store Manager and Retail Systems Super User with a strong background in retail operations, technical support, system adoption, process improvement, and frontline change implementation. Skilled in supporting business transformation initiatives, User Acceptance Testing (UAT), process validation, workflow improvement, training, and operational problem-solving within fast-paced retail environments. Strong understanding of end-to-end retail operations, repair workflows, customer journeys, inventory management, quality assurance, and service delivery processes. Experienced in acting as a link between frontline teams and operational stakeholders by providing user feedback, identifying process improvements, and supporting successful adoption of new systems and ways of working. Combines advanced technical repair expertise with store leadership experience and a Master’s degree in International Business Management, bringing strong communication, analytical thinking, and stakeholder engagement skills to support successful programme delivery and continuous improvement.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Store Manager
iSmash
Glasgow, Scotland
11.2025 - Current
- Manage daily store operations, ensuring efficient workflows, operational compliance, and excellent customer experience.
- Monitored store KPIs and performance data to pinpoint improvement opportunities and enhance operational efficiency.
- Manage inventory processes, stock accuracy, parts availability, and operational controls.
- Lead, coach, and develop colleagues through structured training, mentoring, and performance support.
- Act as a frontline subject matter expert for retail processes, repair workflows, operational systems, and customer journeys.
- Supported business improvement initiatives by identifying process gaps and providing actionable feedback from store-user perspective.
- Support adoption of new procedures and ways of working by ensuring teams understand processes and operational expectations.
- Perform quality assurance checks to ensure repair standards, customer service levels, and compliance requirements are maintained.
- Investigate and resolve technical, customer, and operational issues through structured problem-solving.
- Collaborated with wider teams to relay frontline challenges and suggest improvement opportunities.
Advanced Technician
iSmash
Chelsea, London
09.2025 - 11.2025
- Facilitated advanced repair operations, ensuring adherence to technical and quality standards.
- Conducted repair quality checks to validate completed work and improve service reliability.
- Provided technical guidance and troubleshooting support to colleagues, enhancing team problem-solving capabilities.
- Oversaw inventory processes, conducting stock checks and managing parts control for accurate reconciliation.
- Participated in team discussions focused on improving operational efficiency and customer experience.
Technician
iSmash
Chelsea, London
04.2025 - 09.2025
- Diagnosed and repaired smartphones, laptops, tablets, and wearable devices.
- Performed advanced hardware and software troubleshooting using structured diagnostic methods.
- Enhanced store performance by delivering timely repairs and providing exceptional customer service.
- Maintained detailed repair records, ensuring compliance with company processes and quality standards.
- Explained technical issues to customers and colleagues, facilitating better understanding and resolution.
Crew Member
Popeyes Louisiana Chicken UK
Sydenham, London
05.2024 - 05.2025
- Provided exceptional customer service in fast-paced environment, enhancing customer satisfaction.
- Operated POS systems to process customer orders accurately, ensuring smooth transactions.
- Collaborated with team members to meet operational targets during peak periods, supporting team success.
- Followed structured procedures, quality standards, and compliance requirements.
Computer Repair Technician
Macguys
Tooting Bec, London
03.2024 - 02.2025
- Diagnosed and resolved hardware and software issues across Mac and Windows platforms.
- Installed operating systems, replaced hardware components, and performed system maintenance.
- Delivered tailored technical support and repair solutions, enhancing customer satisfaction.
- Clarified technical issues and offered effective solutions, fostering strong customer relationships.
- Maintained comprehensive repair documentation and adhered to quality control processes, ensuring service integrity.
Mobile Phone Repair Technician
Britco & Bridco
Kozhikode, Kerala
11.2021 - 07.2022
- Conducted smartphone diagnostics and executed advanced repair procedures to ensure optimal device functionality.
- Identified hardware faults and replaced components to restore devices to operational condition.
- Maintained repair quality standards and facilitated technical troubleshooting processes to enhance service reliability.
- Provided technical support to junior technicians in troubleshooting issues. with technical guidance and knowledge sharing.
Computer Technician
Computer City
Kozhikode, Kerala
05.2020 - 01.2021
- Diagnosed and repaired computer hardware and software faults to restore functionality and minimise downtime.
- Supported system installation and troubleshooting, ensuring optimal performance and reliability.
- Maintained testing procedures to ensure reliable service delivery.
- Trained new technicians and assisted colleagues with technical processes to enhance team capability.
Education
MA - International Business Management
Middlesex University
11-2024
Diploma - Mobile Phone Service Engineering
Britco & Bridco
07-2022
BCom - Commerce
Madurai Kamaraj University
04-2022
Diploma - Digital and Security Expert
Skymark Training Academy LLP
02-2020
Skills
- Store Operations Management
- Inventory Management & Stock Control
- End-to-End Retail Process Management
- Customer Journey Improvement
- Quality Assurance & Compliance
- KPI Monitoring & Performance Reporting
- Process Mapping & Improvement
- Change Adoption & Implementation Support
- User Feedback & Requirements Gathering
- Training & Knowledge Transfer
- Training Delivery
- Team Coaching & Development
- Workflow Analysis
- Technical Escalation Support
- User Acceptance Testing (UAT)
- System Testing & Validation
- Defect Identification & Resolution
- Operational Documentation
- Service Level Agreement (SLA) Management
- Cross-Team Collaboration
- Stakeholder Communication
- Problem Solving
- Customer Escalation Management
- Retail Systems Support
Certification
- Samsung Certified Repair Technician, 2022-01-01
- Windows 11 for IT Support: Troubleshooting Basics, 2022-01-01
- IoT Foundations: Fundamentals, 2022-01-01
Timeline
Store Manager
iSmash
11.2025 - Current
Advanced Technician
iSmash
09.2025 - 11.2025
Technician
iSmash
04.2025 - 09.2025
Crew Member
Popeyes Louisiana Chicken UK
05.2024 - 05.2025
Computer Repair Technician
Macguys
03.2024 - 02.2025
Mobile Phone Repair Technician
Britco & Bridco
11.2021 - 07.2022
Computer Technician
Computer City
05.2020 - 01.2021
MA - International Business Management
Middlesex University
Diploma - Mobile Phone Service Engineering
Britco & Bridco
BCom - Commerce
Madurai Kamaraj University
Diploma - Digital and Security Expert
Skymark Training Academy LLP