Lucilla Gatto
London
Summary
Accomplished professional with expertise in customer service excellence, operations oversight, and team leadership. Demonstrates proficiency in Microsoft Office Suite, Google Drive, and database management to optimise performance and ensure adherence to quality control standards. Skilled in client relations, supply chain management, and contract administration, with a strong focus on health and safety compliance. Adept at staff recruitment and retention, professional training delivery, and driving organisational success through effective leadership. Committed to fostering cultural awareness and enhancing customer engagement while maintaining time efficiency across all operations.
Overview
26
26
years of professional experience
14
14
years of post-secondary education
Work history
General manager
Gail's Bakery
London
2025.10 - Current
- Streamlined communication processes for improved team collaboration.
- Improved staff retention with robust HR policies and procedures.
- Built high-performing teams to achieve organisational objectives.
- Defined company direction through careful strategic planning.
- Achieved customer satisfaction with regular feedback and improvement sessions.
- Established positive work environment which promoted staff morale and productivity.
- Delivered results under pressure to meet tight deadlines.
- Maintained compliance with industry regulations at all times.
- Regularly reviewed performance data, driving continuous improvement efforts.
- Identified and resolved operational issues impacting productivity, performance or profitability.
- Directed day-to-day work of 15 employees and motivated teams to exceed objectives.
- Recruited and managed senior staff with focus on delivering clear results.
- Monitored operations to assess and highlight results.
- Maintained agile, responsible organisation with sustained revenue growth by monitoring industry forecasts, honing budgets and adjusting marketing strategies.
- Reviewed reports from subordinate management to identify areas of opportunity.
General manager
Yolk
London
2024.08 - 2025.09
- Supported high-performance culture leading to enhanced productivity.
- Assisted in increasing operational efficiency by adopting new management strategies.
- Reviewed performance data to facilitate continuous improvement initiatives.
- Contributed to building high-performing teams aimed at meeting organisational goals.
- Helped improve staff retention through effective HR policies and procedures.
- Aided in delivering results under pressure to fulfil tight deadlines.
- Fostered a positive work environment that uplifted staff morale and productivity.
- Streamlined communication processes to enhance team collaboration.
- Ensured customer satisfaction through regular feedback and improvement sessions.
- Identified and addressed operational issues affecting productivity and profitability.
- Oversaw daily tasks of 12 employees and inspired teams to exceed objectives.
General manager
PRET A MANGER
London
2014.06 - 2024.07
- Assisted in delivery of exceptional customer service as a certificated barista for two years.
- Supported team as a supervisor for one year by coaching and leading by example to ensure high service standards.
- Helped manage stock control and maintain cleanliness of the shop floor through effective communication and teamwork.
- Contributed to team management and planning as assistant manager from September 2018 to July 2021, ensuring quality service and adherence to standards.
- Monitored waste control and safety standards while supporting sales growth in both kitchen and shop floor roles.
- Oversaw operations of small shop as general manager from August 2021, managing a team of 16 and ensuring excellent customer service standards while handling recruitment and forecasting.
HEAD WAITRESS
THE CUBAN BAR MOREGATE
London
2013.03 - 2014.05
- Assisted in providing exceptional wait service to enhance customer satisfaction.
- Supported customers by taking orders and delivering food and beverages promptly.
- Guided patrons with menu recommendations and addressed inquiries effectively.
- Prepared beverages according to customer preferences.
- Coordinated shift activities for bar and floor staff efficiently.
FRUIT AND VEGETABLE PICKER
ORTOFRUTTA SAN BENEDETTO
Casalbordino
2008.09 - 2008.11
- Formal and administrative procedures resultants the fruits supplies made in Italy and abroad
- Selecting the products on arrival
RECEPTIONIST
CENTRO VACANZE POKER
Casalbordino
2000.06 - 2000.09
- - desk clerk
- - welcoming guests
- - managing reservations and transfers
Education
HIGH SCHOOL DIPLOMA - TOURIST STRUCTURE ENGINEER
Istituto professionale per il turismo "Pietro De Giorgio"
Lanciano, Italy 1996.09 - 2001.06
BACHELOR'S DEGREE - TRANSLATION
Universita degli studi di Roma "La Sapienza"
Rome, Italy 2003.09 - 2012.12
Skills
- Google Drive
- Microsoft Office
- Microsoft Word
- Customer service excellence
- Customer engagement
- Safety regulations adherence
- Professional training delivery
- Customer relationship management
- Staff recruitment and retention
- Performance driving
- Leadership excellence
- HR systems knowledge
- Time efficiency
- Health and Safety Compliance
- Customer Service
LANGUAGE SKILLS
Mother tongue(s): ITALIAN
Other language(s)
SPANISH: C2 (Listening, Reading, Spoken production, Spoken interaction, Writing)
ENGLISH: C2 (Listening, Reading, Spoken production, Spoken interaction, Writing)
Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user
Affiliations
- reading
- travelling
- photography
References
References available upon request.
Timeline
General manager
Gail's Bakery
2025.10 - Current
General manager
Yolk
2024.08 - 2025.09
General manager
PRET A MANGER
2014.06 - 2024.07
HEAD WAITRESS
THE CUBAN BAR MOREGATE
2013.03 - 2014.05
FRUIT AND VEGETABLE PICKER
ORTOFRUTTA SAN BENEDETTO
2008.09 - 2008.11
BACHELOR'S DEGREE - TRANSLATION
Universita degli studi di Roma "La Sapienza"
2003.09 - 2012.12
RECEPTIONIST
CENTRO VACANZE POKER
2000.06 - 2000.09
HIGH SCHOOL DIPLOMA - TOURIST STRUCTURE ENGINEER
Istituto professionale per il turismo "Pietro De Giorgio"
1996.09 - 2001.06