Ellie Phillips
Stoke-on trent,Staffordshire
Overview
10
10
years of professional experience
9
9
years of post-secondary education
Work history
Costa supervisor
Roadchef
Stafford, Staffordshire
2018.12 - Current
- Training new team members in brand standards and customer service.
- Stock taking and ordering
- Feedback to team members of NPS results and KPIs, and relaying what to improve on.
- Fostered a positive work culture to boost employee morale.
- Implemented company policies effectively, maintained high standards of service.
- Completing log book monitoring fridge temperatures, pest control and grind and dose checks.
- Running shifts in managers absence.
- Achieving 100% pass rate on health & safety audits, costa check audits.
- Reduced workplace conflicts through effective communication and negotiation skills.
- Assisted in the recruitment process for hiring quality staff members.
- Managed daily operations to increase productivity.
- Oversaw inventory management to avoid any shortage or excess stock issues.
- Trained new hires and set up mentoring relationships to drive team performance.
- Reopened unit after first Covid lockdown.
- Lone ran unit during 2nd and 3rd Covid lockdown.
- Involved in reopening of unit after refurbishment.
Costa Team Member
Roadchef
Stafford, Staffordshire
2015.03 - 2018.12
- Handled difficult customers, resulting in conflict resolution.
- Learnt how to make brand standard coffees and complete grind and dose.
- Ensured displays were full and inviting.
- Maintaining hygiene standards, with regular hand washing and deep cleaning of unit.
- Excellent customer service, going above and beyond.
- Opening and closing unit.
- Money handing, cashing up tills.
- Facilitated customer relations for increased brand loyalty.
- Achieved efficient workflow with proper time management.
- Conveyed product information effectively to customers, promoting sales.
- Managed cash register transactions for accurate record keeping.
- Provided excellent customer service to enhance business reputation.
- Maintained high standards of food hygiene, securing customer trust.
- Ensured workplace cleanliness with regular maintenance tasks.
- Warmly greeted customers and proactively reduced wait times.
- Demonstrated proper food handling and safety standards.
- Offered exceptional customer service with strong product knowledge.
- Remained flexible to cover shifts and work overtime as required.
- Completed daily cleaning lists to maintain tidy and welcoming dining areas.
- Advised customers on menu items, providing recommendations and addressing allergy concerns.
- Demonstrated energy and enthusiasm to go above and beyond for each and every customer.
- Prioritised tasks to contribute to seamless team workflows and reduce impact of obstacles.
Education
Bachelor of Arts - Media, culture and communications
Keele University
Keele 2015.09 - 2018.05
A-Levels - English literature, Psychology, Media studies
Newcastle-under-Lyme College
Newcastle-under-Lyme 2013.09 - 2015.06
GCSEs -
Trentham High School
Stoke-on-Trent 2008.09 - 2013.07
Skills
- Customer services excellence
- Leadership competence
- Staff development
- Health and Safety regulations
- Task prioritisation
- Employee training
- Team motivation
- Problem analysis
- Resilience under pressure
- Time efficiency
- Health and Safety Compliance
- Communication skills
- Team Leadership
Timeline
Costa supervisor
Roadchef
2018.12 - Current
Bachelor of Arts - Media, culture and communications
Keele University
2015.09 - 2018.05
Costa Team Member
Roadchef
2015.03 - 2018.12
A-Levels - English literature, Psychology, Media studies
Newcastle-under-Lyme College
2013.09 - 2015.06
GCSEs -
Trentham High School
2008.09 - 2013.07