Hayden Mulroy Yourell
Derby
Summary
A motivated and reliable individual with over five years of experience in customer-facing roles, including responsibilities as a step-up shift leader in retail. Proven ability to manage teams effectively, resolve customer issues, and complete administrative tasks accurately and efficiently. A strong communicator with excellent attention to detail and adaptability under pressure. Although qualified in Cyber Security, the current focus is not to actively pursue a tech role at this time, as a Master’s or PhD is being considered. However, the primary focus is to work full-time in a practical, fast-paced role where previous academic knowledge and transferable skills can be applied.
Overview
5
5
years of professional experience
11
11
years of post-secondary education
Work history
Customer Assistant & Step-Up Shift Leader
Tesco PLC
Alvaston, Derby
01.2022 - 02.2024
- Stepped up to lead store operations during peak periods, coordinating team workloads and resolving workflow issues; successfully ensured smooth operations and target achievements.
- Resolved in-store and phone-based customer issues by actively listening, documenting concerns, and relaying information to relevant teams, resulting in quicker service times and positive feedback.
- Handled stock flow, pricing accuracy, and promotions, proactively identifying shelf gaps and seasonal display needs, maintaining compliance and reducing missed sales.
- Trusted with store opening and closing duties, managing tills, security checks and team readiness, and regularly recognised by managers for reliability and attention to detail.
- Demonstrated flexibility in adapting to last-minute staffing or floor plan changes, often volunteering for unscheduled shifts to maintain store coverage.
Bar Associate
Stonegate Pub
Hornchurch Town Centre, Essex
02.2021 - 09.2021
- Worked in a busy town-centre bar, where I managed multiple roles from drink service to floor cleaning and stock rotation; consistently ensured fast, accurate service to meet customer expectations.
- Maintained professionalism during challenging customer interactions, responding calmly to complaints and pressure, which helped de-escalate situations and maintain service quality.
- Adapted to different shift duties, including table service, bar prep, and upselling offers; regularly received positive feedback from team leaders for initiative and flexibility.
- Operated effectively during late-night peak hours, often working independently behind the bar, ensuring queues were cleared efficiently and hygiene standards were maintained.
Customer Assistant
Tesco PLC
Hornchurch Airfield Way, Essex
11.2018 - 01.2021
- Supported the retail team across different departments, including grocery, clothing, and checkouts, helping meet store sales and stock rotation targets; praised by supervisors for reliability and team support.
- Took ownership of legal compliance checks, including product date checking and reductions, ensuring shelf accuracy and reducing waste.
- Managed fast-paced customer service scenarios during seasonal peaks, resolving customer issues quickly and maintaining queue flow, which helped uphold the store’s customer satisfaction score.
- Gained strong time management skills by balancing tasks like restocking, price checking, and assisting colleagues, ensuring shelves remained replenished throughout each shift.
Education
BSc (Hons) - Computer Science with Cyber Security
University of Derby
Derby 09.2021 - 06.2025
Level 3 BTEC - Information Technology Extended Diploma
Havering Sixth Form College
Hornchurch, Havering 09.2018 - 07.2021
GCSEs - 8 GCSEs, including Mathematics and English
The Coopers Company and Coborn School
Upminster, Havering 09.2013 - 07.2018
Skills
- Customer Service and Complaint Resolution
- Team Leadership and Shift Coordination
- Administrative Support and Record Keeping
- Microsoft Office (Word, Excel, Outlook)
- Stock Control and Delivery Logging
- Time Management and Prioritisation
- Cash Handling (Back-Office) and POS Systems
- Adaptability in Fast-Paced Environments
- Verbal and Written Communication
- Problem Solving and Initiative
Additional Information
- Full UK Driving Licence
- Available to start immediately
Timeline
Customer Assistant & Step-Up Shift Leader
Tesco PLC
01.2022 - 02.2024
BSc (Hons) - Computer Science with Cyber Security
University of Derby
09.2021 - 06.2025
Bar Associate
Stonegate Pub
02.2021 - 09.2021
Customer Assistant
Tesco PLC
11.2018 - 01.2021
Level 3 BTEC - Information Technology Extended Diploma
Havering Sixth Form College
09.2018 - 07.2021
GCSEs - 8 GCSEs, including Mathematics and English
The Coopers Company and Coborn School
09.2013 - 07.2018
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