Summary
Overview
Work history
Education
Skills
Languages
Timeline
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HEENA KANSHAKAR GURUNG

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Summary

Results-driven professional with a proactive approach to optimizing operations and enhancing team performance. Strong leadership and problem-solving skills, complemented by extensive experience in administrative procedures. Dedicated to driving operational excellence and cultivating a culture of continuous improvement.

Overview

13
13
years of professional experience
3
3
years of post-secondary education

Work history

Area operations manager

Costa Coffee
West Sussex
02.2024 - 06.2025
  • Driving consistency, goal setting, and performance tracking
  • Developing and executing action plans that foster growth and operational excellence
  • Building strong teams and succession plans that ensure continued business success
  • Leading and executing successful store launches and operational integration
  • Encouraging team collaboration and development
  • Addressing performance issues to deliver superior results
  • Creating an environment where individuals thrive and contribute to business objectives
  • Ensuring every site operates with standard and efficiency

Authorised Signatory Heathrow Airport

Costa Coffee
London Heathrow Airport
01.2023 - 02.2024
  • Building and maintaining strong relationships with airport business partners, ID Centres, and other external entities
  • Leading efforts to acquire air-side IDs and permits for store access and ensuring compliance with regulatory requirements
  • Ensuring seamless access to air-side locations for teams and optimising operations in regulated environments
  • Expertise in airport and airside policies, ensuring adherence to safety, security, and operational guidelines
  • Facilitating communication and collaboration between internal teams and external partners for operational success
  • Addressing and resolving any access or compliance issues to maintain smooth operations

Customer Service Agent

Dnata
London Heathrow Airport
04.2023 - 09.2024
  • Assisted passengers with reservations, ticketing, and boarding
  • Monitored and updated passenger records to ensure accuracy and compliance with airline regulations
  • Collaborated with other departments to ensure customer issues are resolved in a timely manner

Multi Site Manager

Costa Coffee
London Heathrow Airport
12.2012 - 02.2024
  • Led teams to consistently exceed performance targets, contributing directly to the overall success of multiple store locations
  • Played a critical role in maintaining effective relationships with airport business partners, enhancing both operational success and brand representation
  • Successfully managed new store openings and re-openings, achieving smooth transitions and operational effectiveness

Education

Business Hons -

University of Ulster
09.2012 - 09.2014

A Levels Equivalent - undefined

United Academy
01.2008 - 01.2009

Skills

  • Operations Management
  • Business Planning
  • Multi-Site Management
  • Customer Experience
  • Strategic Thinking and Decision Making
  • Effective Communication
  • Proficient in MS Word
  • Proficient in Excel
  • Proficient in Power BI

Languages

English
Nepali

Timeline

Area operations manager

Costa Coffee
02.2024 - 06.2025

Customer Service Agent

Dnata
04.2023 - 09.2024

Authorised Signatory Heathrow Airport

Costa Coffee
01.2023 - 02.2024

Multi Site Manager

Costa Coffee
12.2012 - 02.2024

Business Hons -

University of Ulster
09.2012 - 09.2014

A Levels Equivalent - undefined

United Academy
01.2008 - 01.2009

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HEENA KANSHAKAR GURUNG