Katherine Polden
Chertsey,Surrey
Summary
Guest Excellence Team Leader with responsibility for leading and supporting a customer‑focused team to deliver consistently high service standards. Manage day‑to‑day operations, monitor performance, and provide coaching to drive engagement, capability, and service excellence. Actively contribute to service improvement initiatives, using customer feedback and performance insights to enhance the guest experience. Work collaboratively with management and cross‑functional teams to support operational goals and continuous improvement.
Overview
10
10
years of professional experience
Work history
Guest Excellence Team Leader
Merlin
Chertsey, Surrey
2025.01 - Current
- Maintained high customer satisfaction through coaching within the team and clear expectations.
- Reviewed KPI performance and monitor team output to ensure service quality standards are met and continuously improved.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Encouraged open communication and feedback, fostering a positive work culture.
- Prioritised tasks according to urgency and importance, optimising workload by delegating among team members.
- Reported on team performance, proactively offering action for areas of improvement.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Played an active role in projects aimed at strengthening and improving customer service standards.
- Coordinated hiring, recruitment and training strategies to build a strong team.
- Supported new hires through thorough training for successful probations and staff retention.
- Cross and upskilled team members by planning and delivering training.
Sales Supervisor
Non Stop Party Shop
Cobham, Surrey
2023.02 - 2025.01
- Organised and coordinated sales team schedules, helping staff meet company and client expectations.
- Coached team members to reach and exceed weekly and monthly sales goals.
- Exceeded sales goals and improved profitability by developing sales strategies and business plans according to market trends.
- Promoted exceptional customer service by engaging clients on sales floor, building positive rapport, answering product queries and handling complaints.
- Worked collaboratively with team members, championing proven techniques for closing sales, cross-selling and upselling.
- Checked shop merchandise regularly to verify proper display, oversee replenishment activities and enforce planogram requirements.
- Analysed sales to identify top-performing products.
Website Analyst
Karma Hub
London, London
2020.05 - 2023.01
- Uncovered trends and patterns and reported to senior decision-makers.
- Coordinated high-volume workflow to complete simultaneous high-value and projects.
- Uncovered root causes of complex business challenges and guided management with data-driven insights.
- Analysed complex data sets and studied impacts on business growth and operational efficiency.
- Assisted with continuous improvement initiatives, applying data findings to address underperforming areas.
Replenishment Analyst
Harrods
London, London
2016.08 - 2020.04
- Delivered high-quality results within budget and timeframe targets.
- Oversaw daily operations to achieve high productivity levels.
- Stayed current on processes and procedures to offer relevant assistance.
- Monitored and updated stock levels and inventory databases.
- Replenished stock and processed deliveries to maximise product availability.
- Supported team by demonstrating respect and willingness to help.
- Oversaw logistics and operations to deliver process optimisations and efficiencies.
Education
Certificate of Higher Education - Business Management- incomplete
Greenwich University
Greenwich2015-01
Skills
- Performance management and feedback
- Supporting business objectives and KPIs
- Handling escalations and complex customer issues
- Product and service expertise
- Adapting to change in a fast‑paced environment
- Customer satisfaction and retention focus
- Database management
- Data analysis
Timeline
Guest Excellence Team Leader
Merlin
2025.01 - Current
Sales Supervisor
Non Stop Party Shop
2023.02 - 2025.01
Website Analyst
Karma Hub
2020.05 - 2023.01
Replenishment Analyst
Harrods
2016.08 - 2020.04
Certificate of Higher Education - Business Management- incomplete
Greenwich University