Dorisha Yesuraja
Epsom
Summary
Versatile and proactive customer service professional with 5 years’ experience in fast-paced, high-pressure environments, now building on this with hands-on optical experience at Boots Opticians. Skilled in delivering a smooth end-to-end customer journey, from initial enquiry through to dispensing single vision distance glasses, with strong attention to detail and accuracy. Confident in supporting NHS patients, clearly explaining services and ensuring a comfortable, reassuring experience.
Known for excellent communication and listening skills, the ability to stay calm under pressure, and consistently going the extra mile for customers. A strong team player who can also use initiative in busy environments, with proven adaptability and reliability, including weekend working. Fluent in English, Italian, and Tamil, enabling effective communication with a diverse customer base. Now looking to bring a customer-focused approach, optical knowledge, and positive attitude to a dynamic optical team.
Overview
6
6
years of professional experience
Work History
Optical Advisor
Boots
worcester park, surrey
11.2025 - Current
- Provided a warm, approachable service to customers, creating a positive first impression, and ensuring they felt comfortable and supported throughout their visit.
- Assisted customers with frame selection, taking time to understand their preferences, lifestyle, and prescription needs, to recommend suitable options.
- Gained practical experience in dispensing single vision distance glasses, ensuring accuracy, correct fitting, and overall customer satisfaction.
- Supported NHS patients on a daily basis, confidently explaining entitlements, booking appointments, and guiding them through the process in a clear and friendly way
- Helped manage the patient journey from initial enquiry through to collection, ensuring a smooth and efficient experience
- Carried out pre-screening support and prepared patients for clinical appointments, helping to keep clinics running on time.
- Built strong relationships with customers through active listening and clear communication, often adapting approach depending on individual needs
- Worked closely with colleagues to maintain a supportive team environment, stepping in where needed during busy periods.
- Used initiative to stay on top of daily tasks such as managing bookings, organising records, and supporting store operations
- Confident in using IT systems for appointment scheduling, updating patient information, and processing orders accurately
- Maintained high standards of store presentation, ensuring a clean, organised, and welcoming environment at all times
- Adapted quickly to new tasks and responsibilities, showing a willingness to learn and take on feedback to improve performance
- Comfortable working in a fast-paced retail setting, balancing customer care with efficiency and attention to detail
Shift Manager/Supervisor
Wendy’s
kingston, surrey
11.2022 - 11.2025
- Deliver excellent customer service by warmly greeting guests, assisting with menu selections, addressing special requests, and resolving any complaints swiftly, ensuring a positive and efficient dining experience, while maintaining a friendly, welcoming atmosphere.
- Analyse operational problems, such as theft and wastage, and establish procedures to alleviate these problems.
- Demonstrate strong organisational skills by effectively prioritising tasks based on urgency and importance, ensuring timely completion of responsibilities while maintaining high standards of service and operational efficiency.
- Handle customer enquiries, complaints, and escalations efficiently in a fast-paced environment.
- Effectively handle challenging conversations with professionalism and empathy, actively listening to customer concerns, de-escalating conflicts, and providing appropriate solutions to ensure a positive resolution while maintaining company standards.
- Consistently uphold a high standard of appearance and punctuality, ensuring a professional and polished presence that reflects the company’s image, while maintaining reliability and discipline in all aspects of work.
- Utilise exceptional communication skills in English, Italian, and Tamil to engage effectively with a diverse customer base, ensuring clear understanding, resolving enquiries, and fostering positive relationships, while adapting language to meet the needs of each guest for a seamless and personalised experience.
- Demonstrate exceptional attention to detail by ensuring all tasks, from order accuracy to food preparation and presentation, are completed to the highest standard, minimising errors, and ensuring a flawless customer experience while maintaining compliance with health and safety regulations.
- Followed security procedures to reconcile tills, and complete banking.
- Lead and motivate a diverse team by fostering a collaborative environment, providing clear direction, offering continuous support and feedback, and ensuring all team members are aligned with operational goals, resulting in efficient workflow, high morale, and seamless service delivery, even during high-pressure periods.
- Proven track record of effectively managing and resolving challenging customer interactions with professionalism, and composure. Skilled in active listening, empathising with customer concerns, and utilising problem-solving abilities to diffuse tense situations and ensure customer satisfaction, resulting in positive customer feedback and improved customer retention rates.
- Maintained excellent customer satisfaction by offering friendly, helpful customer service to ensure customer satisfaction, and also developing customer relationships.
- Maintained excellent team relationships by helping colleagues during complicated or difficult situations.
- Tracked daily expenses and income, assessing against targets to ensure the business met performance standards with good precision, and attention to detail.
- Identified and solved the root cause of customer concerns, and sustained solutions to eliminate repeat issues.
- Handled daily office activities, including data entry and database auditing, maintaining smooth operations.
- Handle inbound calls and online enquiries, assisting customers with order modifications, addressing concerns, and providing prompt resolutions to ensure a seamless and satisfactory experience.
- Created employee attendance reports, verifying compliance with company policy.
- Offered high levels of administrative support to managers, ensuring the smooth running of company operations.
- Supervised the work of contracted employees to deliver work on schedule.
Team Manager
KFC
Worcester Park
01.2020 - 11.2022
- Review work procedures and operational problems to determine ways to improve service, performance, or safety
- Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance in dining and lodging facilities
- Coordinated smooth onboarding for new staff with related training and documentation.
- Established monthly goals, communicating priorities to staff and closely tracking progress to achieve success.
- supported team mates and the organisation by providing flexibility in my shits by being available in busy situations and in times of shortage of manpower.
- Achieved management objectives, consistently hitting deadlines and performance targets.
- Managed calendar to schedule employee shifts, maintaining organised operations and complete staff.
- Maintained up-to-date knowledge in latest guidelines and best practices for smooth-running processes.
- Maintained positive, professional working environment to optimise staff and customer satisfaction.
- Used excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively.
- Demonstrate strong computer proficiency with expertise in Microsoft Teams, Word, Excel, and Outlook for effective communication, documentation, and data management, along with hands-on experience in Check 65 for check-in operations and various payment processing systems to ensure seamless transactions and customer service efficiency.
- Organised files, faxed reports and scanned documents into document management system.Provided high-level administrative support, adapting proactively to team needs and aiding efficiency.
- Answered phones and performed clerical office functions to address queries, concerns and issues, escalating complaints to management.
- Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivising staff to continually achieve and exceed expectation.
Education
Diploma of Higher Education - Economics
IISS Einaudi Pareto
palermo, Italy01-2019
Skills
- Customer relations
- Time management
- Effective communication
- Handling angry customers
- Team worker
- Problem-solving
- working under pressure
- working in a fast-paced environment
- Equipment operation
- Health and safety standards
- Financial oversight
- Training, staff recruitment
- Staff management
- Quality Control
- Report Development
- Administration
- proficiency in office suit softwares
- Payroll expertise
Languages
English
Proficient
C2
Tamil
Proficient
C2
Italian
Proficient
C2
Timeline
Optical Advisor
Boots
11.2025 - Current
Shift Manager/Supervisor
Wendy’s
11.2022 - 11.2025
Team Manager
KFC
01.2020 - 11.2022
Diploma of Higher Education - Economics
IISS Einaudi Pareto