Lauren McKend
Stanley,Wakefield
Summary
Dynamic and results-driven professional with a strong focus on customer service excellence and strategic planning. Demonstrates exceptional skills in negotiation proficiency, resource optimisation, and workforce training and development. Adept at analytical-thinking, critical-thinking, and process improvement to enhance operational efficiency. Proven track record in leadership competence, team motivation, and staff management to achieve production targets while ensuring health and safety compliance. Committed to continuous professional growth with a keen interest in business development and enhancing customer liaison through persuasive communication and active listening.
Overview
16
16
years of professional experience
44
44
years of post-secondary education
Work history
Senior Spa Therapist/Spa and Leisure Supervisor
Oulton Hall
Leeds, Leeds
2019.01 - Current
- Performed a variety of massage techniques to promote relaxation and stress relief.
- Guided clients through the process of selecting suitable treatments, enhancing their overall experience.
- Collaborated with team members to ensure smooth spa operations.
- Managed inventory of products, ensuring consistent availability for clients.
- Supported business growth by offering upselling services where appropriate during customer interactions.
- Educated clients on skincare routines with expert advice and product recommendations.
- Coordinated scheduling of appointments to maximise therapist utilisation.
- Adhered strictly to health and safety regulations, ensuring a safe environment for both staff and customers.
- Conducted thorough consultations before each session, establishing a clear understanding of the client's expectations.
- Demonstrated advanced skills in body wraps, facials, and hot stone therapy, among others, for optimal results.
- Maintained knowledge of current trends in the industry through continuous training and development.
- Optimised spa ambience with careful attention to detail and cleanliness.
- Strengthened customer relationships by delivering exceptional service during every interaction.
- Created memorable client experiences by delivering a warm welcome, exceptional treatment process and outstanding post-treatment care.
- Registered and updated client information on the database to maintain accuracy.
- Supported clients undergoing cancer treatments to relieve side effects and pain.
- Delivered prenatal massage to women in later stages of pregnancy for the prevention and treatment of pregnancy pain, stress and retained fluid
- Performed various facials using carefully selected products to suit individual skin needs.
- Trained junior team members in beauty principles and specific techniques
- Delegated tasks appropriatelyand achieved a balanced workload among team members.
- Conducted performance appraisals with employees for career development discussions.
- Fostered a positive work culture to boost employee morale.
- Organised team resources, resulting in improved project timelines.
- Monitored employee attendance records for maintaining discipline within the team.
- Managed daily operations to increase productivity.
- Oversaw inventory management to avoid any shortage or excess stock issues.
- Coordinated with other supervisors to maintain consistency across shifts.
- Provided constructive feedback to staff for improved performance levels.
- Reduced workplace conflicts through effective communication and negotiation skills.
- Identified potential risks and mitigated them through proactive measures.
- Resolved customer complaints promptly, resulting in increased customer satisfaction rates.
`Shift Manager
McDonald's
Wakefield, Wakefield
2009.11 - 2019.01
- Assisted employees in resolving workplace conflicts and improved overall team morale.
- Coordinated with team members for seamless shift transitions.
- Managed inventory control and reduced wastage.
- Ensured health and safety measures in line with company regulations.
- Motivated employees towards achieving sales targets, and increased overall store revenue.
- Streamlined operations by implementing efficient work procedures.
- Enhanced productivity through performance monitoring and constructive coaching sessions.
- Trained staff on product knowledge, resulting in better customer interactions..
- Oversaw cash management processes, ensured accuracy at the end of each shift.
- Delivered excellent customer service by overseeing staff training programmes.
- Resolved customer complaints promptly to maintain high service standards.
- Enforced compliance with food hygiene regulations and upheld high-quality standards.
- Supervised the activities of workers and enforced safety regulations.
- Maintained team-oriented atmosphere with open communication and quick conflict resolution.
- Updated staff on changes to internal policies and procedures for continued compliance and standardisation.
- Tracked employee performance, assessed daily output and implemented corrective actions to close gaps.
- Estimated costs, generated reports, and maintained detailed records.
Education
GCSEs - IT
Outwood Grange Academy
Wakefield 2008.09 - 2013.09
GCSEs - English
Outwood Grange Academy
Wakefield 2008.09 - 2013.09
GCSEs - Textiles
Outwood Grange Academy
Wakefield 2008.09 - 2013.09
GCSEs - Business Studies
Outwood Grange Academy
Wakefield 2008.09 - 2013.09
GCSEs - Science
Outwood Grange Academy
Wakefield 2008.09 - 2013.09
GCSEs - Maths
Outwood Grange Academy
Wakefield 2008.09 - 2013.09
OCR - Information Technology
Outwood Grange Academy
Wakefield 2011.09 - 2013.09
Btec - Sport Certificate
Outwood Grange
Wakefield 2008.09 - 2013.09
NVQ Level 1 - Beauty Therapy
Wakefield College Skills Xchange
Castleford, Wakefield 2013.09 - 2014.09
NVQ Level 2 - Beauty Therapy
Wakefield College Skills Xchange
Castleford, Wakefield 2014.09 - 2015.09
NVQ Level 3 - Beauty Therapy
Wakefield College Skills Xchangec
Castleford, Wakefield 2015.09 - 2016.09
NVQ Level 3 - Make up Artistry
Wakefield College Skills Xchange
Castleford, Wakefield 2016.09 - 2017.09
Diploma of Higher Education - Level 3 Supervisor Diploma
Babcock/Inspiro Learning
Wakefield 2021.09 - 2024.12
Skills
- Positive attitude
- Resource optimisation
- Customer service orientation
- Negotiation proficiency
- Workforce training and development
- Persuasive communication
- Analytical-thinking
- Active listening
- Office and administrative tasks
- Contract negotiation
- Workload prioritisation
- Computer literacy
- Customer liaison
- Critical-thinking
- Database management
- Process Improvement
- Inventory management
- Inventory control
- Conflict Resolution
- Resourcefulness
- Leadership
- Strategic planning
- Attention to Detail
- Public speaking
- Equipment Maintenance
- Product knowledge
- Interpersonal communication
- Communication skills
- Health and Safety Compliance
- Production target setting
- Initiative taking
- Resilience under pressure
- Safety consciousness
- Deadline adherence
- Time efficiency
- Staff development
- Staff management
- Team motivation
- Negotiation tactics
- Compliance monitoring
- Order processing
- Business development
- Customer services excellence
- Workplace mediation
- Leadership competence
- Delegating effectively
- Constructive criticism
Timeline
Diploma of Higher Education - Level 3 Supervisor Diploma
Babcock/Inspiro Learning
2021.09 - 2024.12
Senior Spa Therapist/Spa and Leisure Supervisor
Oulton Hall
2019.01 - Current
NVQ Level 3 - Make up Artistry
Wakefield College Skills Xchange
2016.09 - 2017.09
NVQ Level 3 - Beauty Therapy
Wakefield College Skills Xchangec
2015.09 - 2016.09
NVQ Level 2 - Beauty Therapy
Wakefield College Skills Xchange
2014.09 - 2015.09
NVQ Level 1 - Beauty Therapy
Wakefield College Skills Xchange
2013.09 - 2014.09
OCR - Information Technology
Outwood Grange Academy
2011.09 - 2013.09
`Shift Manager
McDonald's
2009.11 - 2019.01
GCSEs - IT
Outwood Grange Academy
2008.09 - 2013.09
GCSEs - English
Outwood Grange Academy
2008.09 - 2013.09
GCSEs - Textiles
Outwood Grange Academy
2008.09 - 2013.09
GCSEs - Business Studies
Outwood Grange Academy
2008.09 - 2013.09
GCSEs - Science
Outwood Grange Academy
2008.09 - 2013.09
GCSEs - Maths
Outwood Grange Academy
2008.09 - 2013.09
Btec - Sport Certificate
Outwood Grange
2008.09 - 2013.09