Justyna Dyla-Freimane
London,Middlesex
Summary
I would describe myself as an enthusiastic, responsible and self-motivated individual. I have very good listening and communication skills. I am very well organised and always plan ahead to make sure I manage my time well. I always seek to achieve a high standards in whatever work I undertake. I can also communicate in Polish, Russian and Latvian languages which I believe to be an advantage.
Overview
22
22
years of professional experience
17
17
years of post-secondary education
1
1
Certification
Work history
Voluntary work at Chase Side Primary School
Chase side primary school
London
01.2015 - 03.2017
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Consistently arrived at work on time and ready to start immediately.
Childminder/Housekeeper
Self-employed
London
06.2010 - 03.2017
- Created a stimulating environment that encouraged learning and exploration.
- Ensured child safety by supervising activities and providing a clean environment.
- Promoted good behaviour with consistent discipline techniques.
- Organised educational games, resulting in improved cognitive abilities.
- Assisted with homework to enhance academic performance.
- Facilitated personal development by allowing choices within boundaries.
- Accompanied children on outings to ensure their safety.
- Prepared nutritious meals to encourage healthy eating habits.
- Provided emotional support during periods of distress or discomfort.
- Established routines for improved time management skills in children.
- Communicated effectively with parents regarding the child's day-to-day activities and behaviours.
- Planned and guided age-appropriate tasks, including reading, crafts, baking and games.
- Offered learning-through-play activities, stimulating physical, mental and social development.
- Accompanied children to parks and play spaces, providing diligent supervision for maximised child safety.
- Built trusted relationships with parents through outstanding levels of care and communication.
- Handled accidents and emergencies calmly and professionally, logging incident details for necessary reference.
- Assisted in light housework and laundry to reduce parents' workload.
- Maintained exceptional levels of cleanliness and hygiene to best protect children's health and safety.
- Dropped off and picked up children from school, driving safely and arriving on time.
- Helped children with personal hygiene needs and taught young children to independently complete care tasks.
Customer service assistant/Front of House
Avanti West Coast
London
09.2023 - Current
- Assist with customer service activities during times of disruption, ensuring all customers are delt with in the line with Avanti West Coast specification and passenger charter requirements.
- Improve customer relations by managing customer complaints effectively.
- Assist in establishing a safe and efficient working environment for both staff and customers at the station.
- Adhere to security evacuation procedures in accordance with local emergency arrangement.
- Collaborated well within a team setting, fostering a positive working atmosphere .
- Assist with implementation, monitor and evaluate agreed changes and improvements to customer service and product delivery.
- Pro-actively assist and comply with the process of purchasing tickets, simple time tables and other enquiries by queue combing.
- Encourage customers to use of fast ticket and other self-service machines.
- Finding alternative routes for customers during disruptions.
Assistant service manager on-board
Avanti West Coast
London
12.2021 - 09.2023
- Providing excellent customer service, including at seat service at First Class accommodation in accordance with service specifications.
- Maintained strong relationships with customers to ensure loyalty.
- Facilitated regular meetings to keep staff informed about updates and changes.
- Coordinated team schedules for smooth operations.
- Trained new staff members to improve the overall service quality.
- Monitored employee performance, identifying areas of improvement.
- To project a professional image at all time.
- To use proactive selling skills to maximise sales from on-board retail service at the shop.
- Carry out food preparation.
- Deliver public address announcements, providing friendly journey information and a positive sales message to customers.
- Cash handling
- Resolved customer complaints following guidelines and referred complex inquiries to manager.
- Listened actively to offer accurate information and best solution to customers needs.
Customer service assistant on-board
Avanti West Coast
London
08.2018 - 12.2021
- Providing excellent customer service, including at seat service specification.
- Adapted quickly to changes or products range, minimising disruption to service delivery .
- Maintained a clean and orderly checkout area, contributing to a pleasant store environment.
- Prioritised tasks during busy periods for maximised productivity .
- Provided exceptional levels of customer service consistently; creating loyal customers .
- Collaborated well within a team setting, fostering a positive working atmosphere .
- Demonstrated excellent problem-solving skills when dealing with complex customer issues.
- Assisted in the training of new staff members, ensuring consistency in service delivery.
- Organised stock shelves neatly to improve the overall appearance of the shop floor.
- Handled cash transactions accurately, maintaining financial integrity of the till.
- Processed returns and exchanges swiftly, enhancing customer satisfaction levels.
- Improved customer relations by managing customer complaints effectively.
- To provide trolley service throughout the standard class.
- Carry out basic food preparation
- Provided warm, positive customer care from arrival to departure.
- Provided friendly journey information and a positive message to customers.
- Multi-tasked to keep customer service levels at optimal capacity at peak times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Adhered strictly to policies and procedures for continued company compliance.
Early years practitioner
St. John's Nursery
London
03.2017 - 05.2018
- Responded quickly during emergencies or accidents, guaranteeing child safety at all times.
- Implemented creative play activities for enhancing children's imaginative abilities.
- Ensured cleanliness of play areas after each use, maintaining high hygiene standards at all times.
- Observed children's learning and development.
- Organised games, activities, inside and outside provision.
- Fostered parent-child relationships through regular communication about progress and concerns.
- Enhanced learning outcomes with implementation of early years foundation stage curriculum.
- Accompanied small groups on outings or field trips for enriching practical learning experiences.
- Developed children's language skills by organising regular storytelling sessions.
- Facilitated educational games to improve cognitive abilities in young learners.
- Worked collaboratively with colleagues whilst preparing reports on each child's development.
- Built strong rapport with parents during pick-up and drop-off times encouraging open communication about child's progress.
- Dealt swiftly with challenging behaviour, ensuring minimal disruption to daily routine.
- Arranged nursery room according to activity needs, maximising space usage efficiently.
- Assisted in the planning of outdoor activities, promoting physical fitness in children.
- Followed health and safety guidelines meticulously, maintaining a safe environment for children.
- Encouraged social development with group play and interaction.
- Provided emotional support to distressed children, ensuring a comforting environment.
- Prepared nutritious snacks and meals to promote healthy eating habits among children.
- Observed and recorded child behaviour to identify developmental issues.
- Conducted interactive circle time sessions to boost confidence levels amongst shy children.
- Communicated daily observations with guardians, maintaining detailed development records.
- Supported children's development with learning-through-play activities, aiding social, emotional and educational growth.
- Thoroughly cleaned and disinfected play areas to control health risks.
- Implemented Safeguarding Procedures to monitor and protect children.
- Created safe and stimulating outdoor learning environments.
- Conducted risk assessments for activities to uphold Health and Safety.
- Monitored interactions within group settings, encouraging sharing and cooperation to facilitate positive socialisation.
- Managed and administered medications and minor first aid treatments, prioritising child safety and wellbeing.
- Helped children learn numeracy skills using counting games.
- Discussed behavioural issues with parents offering practical solutions for improved child development.
- Gave direct instructions to manage behaviour, maintaining positive learning environments.
- Coordinated age-appropriate activities to enhance learning development, including art, music and physical pursuits.
- Adapted activities to support Special Educational Needs and Disabilities (SEND) pupils.
- Established rapport with families and delivered comprehensive progress reports.
- Used arts and crafts activities to encourage self-expression.
- Used holistic teaching and caregiving methods to support child wellbeing.
- Celebrated children successes to encourage pride and sense of achievement.
F&B assistant
Hilton London Euston
London
06.2009 - 06.2010
- Worked closely with the kitchen staff to ensure timely food delivery.
- Enhanced customer satisfaction by providing fast and efficient service.
- Helped resolve any guest queries or issues swiftly upholding excellent customer relations.
- Dealt with customer complaints effectively, preserving restaurant reputation.
- Served customers with professionalism, resulting in repeat business.
- Ensured clean and tidy workstation, promoting health and safety standards.
- Greeted guests warmly upon arrival, setting a positive tone for their visit.
- Upheld high hygiene standards whilst preparing beverages, maintaining a safe environment.
- Provided beverage recommendations for improved dining experience.
- Collaborated with team members, fostering a harmonious work atmosphere.
- Prepared tables for meals which facilitated smooth service flow.
- Cleared tables promptly after meals contributing to an organised dining area.
- Took orders accurately to meet customer preferences exactly.
- Prepared standardised food and drinks servings in line with company guidelines.
- Promptly addressed customer issues or escalated guest concerns to F&B Supervisor.
- Boosted restaurant sales in line with department targets by maximising opportunities to embed upselling techniques in customer journey.
- Prepared and served variety of alcoholic beverages including cocktails.
- Recognised guest dissatisfaction and dealt with complaints tactfully to ensure speedy resolution.
- Maintained clear communication with guests and kitchen staff for smooth service delivery.
- Warmly greeted customers upon arrival, minimising wait times to improve restaurant experiences.
- Demonstrated high standards of customer service to take and deliver accurate food, cocktail and coffee orders.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Placed orders and processed payments in POS systems, maintaining efficient service operations.
- Followed health and hygiene standards when handling food and cleaning restaurants.
- Checked frequently on guest needs and retrieved items, filled beverages, or answered questions.
- Polished glasses and cutlery to pristine standards.
- Memorised complete menu and offered guests knowledgeable suggestions.
- Helped bar staff prepare garnishes and mix cocktails during busy bar periods.
- Advised on food and drink choices based on customer preferences.
- Increased order value by upselling sides, drinks and desserts.
Floor supervisor
Hilton London Euston
London
11.2003 - 02.2009
- Provided first-line support to staff members, resolving issues promptly.
- Coordinated staff shifts for optimal coverage during peak hours.
- Assisted housekeepers in their duties, enhancing efficiency and effectiveness of work done.
- Streamlined inventory management to minimise waste and reduce costs.
- Supervised daily housekeeping operations, ensuring optimal performance of staff members.
- Delivered exceptional guest experience through maintaining clean, safe, and comfortable hotel rooms.
- Delegated tasks effectively, maximising employee skill utilisation.
- Maintained high standard of customer service whilst handling multiple responsibilities simultaneously.
- Conducted training for better customer service results.
- Maintained inventory levels, reducing instances of out-of-stock items significantly.
- Led team meetings for clearer communication and task delegation.
- Ensured cleanliness, resulting in an improved health and safety record.
- Handled customer complaints, leading to higher satisfaction levels.
- Assisted in recruitment processes to build a reliable and competent workforce.
- Identified maintenance issues swiftly; ensured prompt resolution through communication with the relevant department.
- Conducted regular inspections of rooms and public areas with keen attention to detail.
- Updated room status on the hotel software after every cleaning session accurately reducing room turnaround time.
- Trained staff, improving service quality and consistency.
- Fostered a positive working environment by promoting teamwork amongst housekeeping staff.
- Inspected rooms to confirm quality and attention to detail met brand standards.
- Worked with front desk staff to respond promptly to guest requests, maximising customer satisfaction.
- Managed team schedule to deliver cleaning consistent with check-in and departure times.
- Communicated repair needs to maintenance staff for prompt remedial action.
- Responded quickly to customer requests for linen, towel and toiletry replacements.
- Managed cleaning product stock in line with COSHH regulations.
- Actioned customer feedback to improve satisfaction ratings.
- Stored and disposed of cleaning products and chemicals safely.
Barmaid/Waitress
Hotel Polichno
Poland
10.2002 - 11.2003
- Performed closing duties, ensuring the venue was ready for business the following day.
- Checked identification to prevent underage drinking in compliance with legal requirements.
- Fostered a welcoming atmosphere through polite conversation and prompt service.
- Assembled cocktail ingredients for the creation of signature drinks.
- Boosted sales with upselling techniques on premium spirits and cocktails.
- Learned extensive beverage menu quickly to make recommendations based on customer preferences.
- Greeted customers by name, remembering drinks selections and special requests to provide attentive, personalised service.
- Thoroughly cleaned bar areas, delivering positive first impressions to guests and maintaining impeccable hygiene standards.
- Followed safe serving requirements, monitoring guest behaviour and discontinuing service to inebriated customers.
- Prepared mixed drinks and poured wine, beer and non-alcoholic beverages within target service timeframes.
- Collected, washed and put away glassware between guests.
- Followed food safety and hygiene requirements to protect guests.
- Kept bar service areas stocked with tea, coffee and espresso.
Education
Cache Level 2 Early Years Settings -
Barnet Southgate College
Barnet 06.2016 - 07.2017
Cache Level 1 Early Years Setting -
Barnet Southgate College
Barnet 02.2015 - 07.2016
NCFE Cache Level 1 -
Barnet Southgate College
Barnet 02.2014 - 02.2015
A-Levels - Technical School of hotel trade
College in Poland
Poland 09.1997 - 06.2002
Primary and secondary education -
Primary and Secondary School
Poland 09.1988 - 06.1997
Skills
Collaboration and team work
Strategic thinking
Inclusive team leadership
Upselling
Customer service
Active listening
Proactive
Organization skills
Time management
Handle multiple priorities
Team work
Multitasking
Efficient
Responsible
Communication
Working under pressure
Affiliations
- Yoga
- Exercise
- Gardening
Languages
Polish
Fluent
Russian
Intermediate
Latvian
Intermediate
Certification
Train The Trainer Certificate - Hilton University - September 2006
Working Effectively with Customers - Hilton University - February 2006
Generic Brand Service Standards - Hilton University - May 2007
Introduction to Food Safety at Hilton - Hilton University - January 2011
Fire In The Work Place Certificate - Virgin Trains Talent Academy - August 2018
First Aid At Work Certificate - Virgin Trains Talent Academy - August 2018
Level 2 Food Safety - Qualifi - August 2021
References
References available upon request.
Chase Side Primary School Volunteer Work
I volunteered 12 hours per week at Chase Side Nursery as a part of my CACHE LEVEL 2 Early Years Setting Course.
Timeline
Customer service assistant/Front of House
Avanti West Coast
09.2023 - Current
Assistant service manager on-board
Avanti West Coast
12.2021 - 09.2023
Customer service assistant on-board
Avanti West Coast
08.2018 - 12.2021
Early years practitioner
St. John's Nursery
03.2017 - 05.2018
Cache Level 2 Early Years Settings -
Barnet Southgate College
06.2016 - 07.2017
Cache Level 1 Early Years Setting -
Barnet Southgate College
02.2015 - 07.2016
Voluntary work at Chase Side Primary School
Chase side primary school
01.2015 - 03.2017
NCFE Cache Level 1 -
Barnet Southgate College
02.2014 - 02.2015
Childminder/Housekeeper
Self-employed
06.2010 - 03.2017
F&B assistant
Hilton London Euston
06.2009 - 06.2010
Floor supervisor
Hilton London Euston
11.2003 - 02.2009
Barmaid/Waitress
Hotel Polichno
10.2002 - 11.2003
A-Levels - Technical School of hotel trade
College in Poland
09.1997 - 06.2002
Primary and secondary education -
Primary and Secondary School
09.1988 - 06.1997
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