Irina Couzens
Weymouth
Summary
Accomplished professional with expertise in team leadership and development, customer service excellence, and strategic planning. Proven track record in staff training, recruitment, and HR policies implementation, ensuring compliance and operational efficiency. Skilled in financial management, business forecasting techniques, and performance monitoring to drive target achievement. Committed to enhancing leadership effectiveness and improving operational efficiency to support organisational growth.
Overview
20
20
years of professional experience
Work history
Business Manager
Lewco Holdings Limited TA McDonald's Restaurants
Weymouth
01.2011 - Current
- Advanced to Business Manager in 2021, managing over 130 employees.
- Oversaw financial operations, including budget forecasting and profitability analysis.
- Cultivated customer-centric culture to boost satisfaction and loyalty.
- Facilitated professional development workshops to upskill staff effectively.
- Managed recruitment, training, and performance evaluation to ensure team excellence.
- Investigated operational issues, prepared reports, and recommended corrective actions.
- Monitored daily operations to ensure compliance with quality standards.
- Conducted regular team meetings to align objectives and address challenges.
Reservations Assistant
Balkan Holidays
Sunny Beach, Bulgaria
03.2010 - 10.2010
- Organised reservations for over 1,000 local hotels and nearby resorts, ensuring accuracy based on arrival dates.
- Coordinated 24-hour transport services from airport to desired hotel destinations.
- Addressed customer concerns and escalated significant issues to supervisor for resolution.
- Actively listened to customers to understand requests and provide tailored solutions.
Tour Guide
World Travel BG
Sunny Beach, Bulgaria
05.2009 - 10.2009
- Welcomed tourists upon arrival at airport, ensuring a positive start to their journey.
- Facilitated transfers for customers to hotels, enhancing overall travel experience.
- Accompanied tourists on tours of key destinations, promoting local attractions and culture.
- Maintained extensive knowledge of travel sites and tourist attractions in Nessebar area.
Stock Broker
Georg Company
Yambol, Bulgaria
01.2007 - 04.2009
- Supporting role to ELANA Agricultural Land Opportunity Fund's activities in the field of asset management, trading on financial markets, investment banking, business consulting and investment in agricultural land
- Superb interpersonal skills which I developed through my work experience
- Completed paperwork accurately and promptly for up-to-date, reliable financial records.
- Maintained strict confidentiality regarding client information and investment decisions.
Tour Guide and Accommodation Assistant
VG Express
Nessebar, Bulgaria
06.2005 - 09.2006
- Conducted engaging guided tours, showcasing Bulgaria's beauty to foreign tourists.
- Ensured tourist safety and security while providing accommodation support.
- Navigated groups through urban and natural landscapes, adhering to health and safety guidelines.
- Escorted tourists to ecotourism sites, promoting environmental awareness.
- Managed bookings and inquiries via phone and email, demonstrating organisational efficiency.
Education
Higher National Diploma - CIPD Level 5 Associate Diploma in People Management
Avado
NVQ Level 2 - Diploma in Hospitality Services
Hamburger University
LondonCertificate of Achievement - English Structure Advanced 2 and Communication Advanced 1
Boston Academy of English
Boston, USABachelor's Degree - Applied Linguistics English and German
Bourgas Free University
Bourgas, BulgariaDiploma - Robot Control Software Designer
Ivan Rainov
Yambol, BulgariaSkills
- Team leadership and development
- Customer service excellence
- Staff training and recruitment
- Financial management and forecasting
- Strategic planning and execution
- Performance monitoring and evaluation
- Operational efficiency improvement
- Target setting and achievement
- Leadership effectiveness
- Business forecasting techniques
- HR policies implementation and compliance
Languages
Bulgarian
Native
Timeline
Business Manager
Lewco Holdings Limited TA McDonald's Restaurants
01.2011 - Current
Reservations Assistant
Balkan Holidays
03.2010 - 10.2010
Tour Guide
World Travel BG
05.2009 - 10.2009
Stock Broker
Georg Company
01.2007 - 04.2009
Tour Guide and Accommodation Assistant
VG Express
06.2005 - 09.2006
Higher National Diploma - CIPD Level 5 Associate Diploma in People Management
Avado
NVQ Level 2 - Diploma in Hospitality Services
Hamburger University
Certificate of Achievement - English Structure Advanced 2 and Communication Advanced 1
Boston Academy of English
Bachelor's Degree - Applied Linguistics English and German
Bourgas Free University
Diploma - Robot Control Software Designer
Ivan Rainov
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