Summary
Overview
Work History
Education
Skills
Interests
ADDITIONAL INFORMATION
Timeline
Generic

Lauren Pearce

People Trainer
Caerphilly

Summary

A summary of my current role is as an Operations and people-focused manager and trainer with a proven track record of progressing rapidly into leadership positions through strong performance, effective communication and the ability to build high-performing teams. I have experience in multi-site operations, recruitment, employee development and training and inductions presentation as well as customer experience and operational improvement.

My current role has allowed me to learn the importance of developing positive working relationships, leading teams through change and delivering consistently high standards in fast-paced environments.

I am confident working independently or collaboratively and passionate about creating efficient processes and excellent customer experiences consistently, whilst creating a positive workplace environment built on active listening and mutual respect.

I am now seeking an Operations, Customer Success, Business Support or Office Management position where my leadership, organisation and relationship management skills can contribute to business success.

Overview

13
13
years of professional experience

Work History

People Trainer / Cluster Operations Manager

Coffi Lab
Cardiff, Cardiff
07.2022 - Current
  • People Trainer | Cluster Operations | Store Management Progression
  • Delivered structured training and onboarding across 12 stores throughout South Wales and England supporting teams of approximately 5–15 employees per location.
  • Trained and coached a high volume of new starters in a fast-paced business with significant staff turnover, ensuring consistent operational standards and high customer experience standards.
  • Planned and managed resources and guidance to improve onboarding and employee development.
  • Progressed from Barista to Team Leader, Assistant Manager, Store Manager, Cluster Manager and People Trainer within approximately three years, reflecting consistently high performance and leadership capability.
  • Conducted regular audits, compliance checks, and customer service monitoring to uphold high operational standards.
  • Worked closely with senior operations leaders to support business objectives across multiple sites.
  • Facilitated onboarding sessions for over 100 employees, organizing groups of 4 to 10.

ABA Tutor (Self-Employed)

Self Employed
Cardiff, Cardiff
08.2020 - 07.2022
  • Provide specialist behavioural and educational support for an individual with additional needs while working independently under the supervision of a Board Certified Behaviour Analyst (BCBA).
  • Developed and implemented tailored learning programmes to meet individual needs.
  • Collected and analysed behavioural data to monitor progress.
  • Adapted educational programmes based on changing needs.
  • Collaborated with families and professionals to ensure holistic support for the individual.
  • Maintained accurate records and documentation.
  • Exhibited strong organisation, communication, and decision-making skills in managing educational interventions.
  • Implemented evidence-based strategies to enhance learning and social skills in children with autism.
  • Collaborated with families to set realistic goals and monitor progress effectively.
  • Trained parents on behavior management techniques to reinforce learning at home.
  • Maintained detailed records of student performance and behavioral observations for ongoing analysis.
  • Reduced challenging behaviors by developing and implementing positive behavior support plans based on functional assessments.

Customer Service & Retail Experience

Pughs Garden Centre
Cardiff, Cardiff
01.2014 - 01.2022
  • Held several customer-facing roles across hospitality and retail, developing a strong foundation in customer service, teamwork and operational support.
  • Delivered excellent customer service by addressing customer needs and ensuring satisfaction.
  • Resolved customer complaints by actively listening and providing effective solutions.
  • Cash handling
  • Stock management
  • Working to company standards and procedures
  • Food safety compliance
  • Worked effectively under pressure in fast-paced environments, maintaining service quality and team support.
  • Supporting busy teams in fast-paced environments

Education

Master's Degree - Behaviour Analysis and Therapy

University of South Wales
Treforest, United Kingdom

Bachelor's Degree - Psychology

University of South Wales
Treforest, United Kingdom

Skills

  • Team leadership
  • Employee training & development
  • Process improvement
  • Recruitment and onboarding
  • Group induction sessions
  • Active listening and Communication
  • Microsoft Office

Interests

Gardening

Reading

ADDITIONAL INFORMATION

Full UK Driving Licence - Eligible to work in the UK

Timeline

People Trainer / Cluster Operations Manager

Coffi Lab
07.2022 - Current

ABA Tutor (Self-Employed)

Self Employed
08.2020 - 07.2022

Customer Service & Retail Experience

Pughs Garden Centre
01.2014 - 01.2022

Master's Degree - Behaviour Analysis and Therapy

University of South Wales

Bachelor's Degree - Psychology

University of South Wales
Lauren PearcePeople Trainer