Kahina Roberts
Sutton Coldfield,west midlands
Summary
Dynamic professional with expertise in customer service excellence, upselling and promotions, and complaint resolution strategies. Demonstrating strong leadership skills in diverse environments, including team leadership and shift management. Enhancing communication proficiency across multicultural teams. Proven track record in staff recruitment, training, and onboarding to drive operational efficiency. Committed to leveraging skills in face-to-face communication and team leadership to achieve organisational goals.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work history
Team Leader
Tesco Cafe
Sutton Coldfield
2024.09 - 2026.03
- Lead daily operations in a high-volume cafe, balancing customer service, team coordination and commercial performance.
- Promote offers and upsell naturally through customer conversation to help drive revenue and improve the customer experience.
- Handle complaints daily with professionalism and empathy, while preparing rotas, ensuring shift cover and maintaining service standards.
- Train and mentor new starters, monitor stock and compliance, and help keep the environment efficient, clean and customer-ready.
Bakery Manager
Independent Bakery
2023.01 - 2024.02
- Managed customer service, team supervision, product preparation, purchasing and stock control across daily bakery operations.
- Led a team of approximately five staff, organised rotas, handled cash responsibilities and promoted original best-selling products.
- Maintained product quality, commercial discipline and a welcoming customer experience.
Education
Certificate of Higher Education - Ecology and wildlife conservation
University of Algiers 2
Algiers 2022.09 - 2024.03
A-Levels - High school education
lycee technicom
Tizi Ouzu, Algeria 2019.09 - 2022.07
Skills
- Customer service excellence
- Upselling and promotions
- Complaint resolution strategies
- Face-to-face communication
- Team leadership and shift management
- Staff training and onboarding
- Operational efficiency
- Leadership in diverse environments
- Staff recruitment
- Leadership skills
- Team Leadership
- Customer Service
- Communication proficiency
LANGUAGES & ADDITIONAL INFORMATION
English
Fluent
French
Fluent
Arabic
Fluent
Accomplishments
- Supported a weekly Tesco Cafe profit target of £11,000 and consistently achieved it through strong customer engagement, promotion awareness and day-to-day operational control.
- Built strong relationships with regular customers, resulting in repeat visits, direct requests for service and positive feedback from both customers and management.
- Supervised a team of 12 colleagues, covering rota planning, service-floor coordination and hands-on training for new starters.
- Managed an independent bakery team of around 5 people, overseeing purchasing, stock control, cash handling and promotion of original products.
Timeline
Team Leader
Tesco Cafe
2024.09 - 2026.03
Bakery Manager
Independent Bakery
2023.01 - 2024.02
Certificate of Higher Education - Ecology and wildlife conservation
University of Algiers 2
2022.09 - 2024.03
A-Levels - High school education
lycee technicom
2019.09 - 2022.07