LETTESHIA LEON
London,UK
Summary
Experienced customer service professional and former Shop Manager with over 25 years' experience across retail, banking, hospitality and highly regulated customer-facing environments. Skilled in building strong relationships, coaching colleagues, resolving complex issues and delivering excellent customer service. Experienced in working collaboratively with customers, colleagues and stakeholders to achieve positive outcomes while maintaining compliance and high operational standards. A confident communicator with a genuine passion for supporting people, building partnerships and delivering high-quality services.
Overview
27
27
years of professional experience
Work history
Customer Service Assistant | Former Shop Manager
Flutter Entertainment (formerly Paddy Power)
2006.03 - 2026.08
- Supported colleagues to deliver exceptional customer service standards.
- Trained, coached and mentored new and existing team members, improving capability, confidence and performance.
- Supported the day-to-day running of the shop, ensuring effective service delivery and operational efficiency.
- Supported the Shop Manager with operational decisions and the day-to-day running of the business.
- Resolved customer concerns and complaints, de-escalating challenging situations professionally and fairly.
- Built positive relationships with customers, colleagues and stakeholders to maintain a high-performing environment.
- Led compliance activities relating to Customer Due Diligence, Age Verification and Safer Gambling requirements.
- Conducted regular health and safety checks, ensuring a safe environment for employees and customers.
- Maintained accountability for shop standards, visual presentation and promotional activities.
- Managed opening and closing procedures, ensuring cash security, reconciliation and operational control.
Customer Service Team Leader
William Hill
2003.01 - 2006.03
- Supervised and motivated team members to deliver excellent customer experiences.
- Supported staff scheduling and allocation of duties to maintain effective customer service.
- Led the resolution of customer complaints and escalated issues where appropriate.
- Managed daily shop operations, including opening, closing, banking, security and cash management.
- Ensured compliance with company policies and regulatory requirements.
- Drove team focus on achieving business objectives and performance targets.
Crew Member
McDonald's
2002.01 - 2002.11
- Delivered excellent customer service within a high-volume environment.
- Worked collaboratively to maintain quality service and cleanliness standards.
Post Person / Mail Centre Operative
Royal Mail (Temporary)
2001.02 - 2001.12
- Worked accurately to strict deadlines within a busy mail centre.
- Maintained high levels of organisation and operational efficiency.
Bank Teller / Vault Teller
Sagicor Bank Jamaica (formerly RBTT Bank)
2000.01 - 2000.11
- Managed high-value financial transactions while ensuring accuracy and compliance.
- Oversaw vault responsibilities and cash controls.
- Assisted with branch operations, customer service and administrative support functions.
- Acted as Relief Receptionist and Relief Secretary, demonstrating flexibility and adaptability.
- Supported fraud prevention, risk management and regulatory compliance measures.
Advertising Accounts Assistant
The Gleaner Company Ltd.
1999.06 - 1999.12
- Managed commercial customer accounts and relationships.
- Coordinated stakeholders to deliver advertising campaigns successfully.
Education
Secondary Education - English Language, English Literature, Mathematics, Geography, History, Office Procedures, Shorthand, Typing
Jonathan Grant High School
Spanish Town, JamaicaSkills
- Relationship & Stakeholder Management
- Customer Service Excellence
- Communication & Influencing
- Coaching & Mentoring
- Customer Complaint Resolution
- Conflict Resolution
- Regulatory Compliance
- Decision Making & Problem Solving
- Operational Support
- Team Collaboration
- Performance Improvement
- Health & Safety Compliance
Timeline
Customer Service Assistant | Former Shop Manager
Flutter Entertainment (formerly Paddy Power)
2006.03 - 2026.08
Customer Service Team Leader
William Hill
2003.01 - 2006.03
Crew Member
McDonald's
2002.01 - 2002.11
Post Person / Mail Centre Operative
Royal Mail (Temporary)
2001.02 - 2001.12
Bank Teller / Vault Teller
Sagicor Bank Jamaica (formerly RBTT Bank)
2000.01 - 2000.11
Advertising Accounts Assistant
The Gleaner Company Ltd.
1999.06 - 1999.12
Secondary Education - English Language, English Literature, Mathematics, Geography, History, Office Procedures, Shorthand, Typing
Jonathan Grant High School