Martina Bruno
London
Summary
Compassionate and resilient professional dedicated to supporting others and fostering personal and professional growth. Skilled in building positive relationships through empathy, integrity, and effective communication, while remaining calm and proactive in challenging situations. Committed to lifelong learning and evidence-based care, eager to contribute within a multidisciplinary team in Clinical Psychology.
Overview
1
1
Certification
8
8
years of professional experience
Work history
First assistant manager
Oaxaca Ltd / Wahaca
London
2024.03 - Current
- Lead and supervise Front of House and Bar teams in a high-volume, fast-paced environment, ensuring exceptional customer experience and operational excellence.
- Drive customer satisfaction by monitoring guest feedback, resolving complex concerns, and implementing improvements to enhance the overall guest journey.
- Supervised employee performance to align with company quality standards and enhance service delivery.
- Conduct structured one-to-one meetings, performance reviews and coaching sessions to support staff development and wellbeing.
- Recruit, onboard and mentor new employees, fostering an inclusive, high-performing team culture.
- Coordinate rotas, staffing levels and labour costs to maximise efficiency while maintaining excellent customer experience.
- Review and analyse Profit & Loss (P&L) reports, identify business trends and implement action plans to improve commercial performance.
- Monitor KPIs and use performance data to support operational decision-making and continuous improvement.
- Build collaborative relationships across departments, demonstrating effective leadership, communication and problem-solving under pressure.
- Maintain health and safety standards within premises by conducting regular inspections and enforcing guidelines strictly.
- Ensured compliance with health & safety legislation and food safety standards, promoting a safe environment for staff and guests.
- Managed inventory, ordering, stock control and cost management to meet business targets and optimise resources.
Studio manager
Secret Gold Tattoo Ltd.
London
2023.01 - 2024.02
- Managed day-to-day operations of busy tattoo studio, ensuring efficient appointment scheduling, client services, and business administration.
- Coordinated bookings, artist schedules, and daily workflow, fostering an organised environment and adapting to changing priorities.
- Worked closely with artists and the business owner to coordinate daily operations, solve unexpected issues and maintain high professional standards.
- Acted as the first point of contact for clients, building positive relationships through professional, empathetic and person-centred communication.
- Supported clients throughout their journey, responding to enquiries, resolving concerns and ensuring a positive customer experience from initial contact to aftercare.
- Managed confidential client records, emails and administrative documentation with accuracy and discretion, ensuring compliance with data protection requirements.
- Oversaw inventory management, supplier relationships and stock ordering to maintain business continuity and efficient resource management.
- Assisted with financial administration, including expense tracking, invoices and business records.
- Developed and managed studio's social media presence, promoting services and enhancing community engagement.
- Demonstrated excellent organisational skills by balancing multiple responsibilities while delivering a high-quality experience for both clients and colleagues.
- Developed studio schedules and timelines to meet project deadlines.
Children's Support Worker
Private Family Support
italy
2018.04 - 2020.09
- Maintained responsibility for children's health, safety and wellbeing while in my care, responding appropriately to their individual needs.
- Delivered one-to-one support to children of various ages, tailoring communication and learning methods to enhance individual development.
- Enhanced children's wellbeing, confidence and personal development through consistent emotional and practical support.
- Facilitated positive behaviour, social interaction and age-appropriate independence by implementing person-centred support strategies.
- Supported children with disabilities during therapeutic activities, encouraging participation and promoting a positive, supportive environment.
- Assisted children with homework, educational activities and the development of independent learning skills.
- Supported children during periods of illness by monitoring their wellbeing and providing appropriate care in line with parental guidance.
- Built trusting relationships with children and their families through empathy, patience and effective communication.
Education
Bachelor of Science - Psychology
Kingston University London
LondonSkills
Psychological & Research Skills
- Quantitative Research
- Statistical Data Analysis (IBM SPSS)
- Qualtrics Survey Design & Data Collection
- Scientific and Academic Writing
- Critical Literature Reviews
- Research Ethics
- Evidence-Based Practice
- Behavioural Observation
- Data Interpretation
- Critical thinking
- Person-Centred Communication
- Empathy
- Safeguarding Awareness
- Confidentiality & GDPR Compliance
- Conflict Resolution & De-escalation
- Professional Communication
- Team Leadership
- Staff Development & One-to-One Supervision
- Recruitment & Onboarding
- Performance Management
- Coaching & Mentoring
- Stakeholder Relationship Management
- Decision Making
- Problem Solving
- Organisational Skills
- Time Management
- Profit & Loss (P&L) Analysis
- Business Performance Review
- Action Planning & Continuous Improvement
- KPI Monitoring & Analysis
- Customer Experience Management
- Operational Leadership
- Scheduling & Rota Planning
- Inventory & Stock Management
- Statistical software
- Survey software
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Microsoft Teams
- Social Media Management
Certification
Professional Qualifications
Mental Health
- Mental Health First Aider (MHFA England)
- Suicide & Behaviour Awareness
Emergency Care
- Highfield Level 3 Award in Emergency First Aid at Work (RQF)
Governance & Compliance
- UK GDPR in Practice
- Health & Safety Awareness
- Fire Safety Awareness
- Dealing with Sexual Harassment in Hospitality
Languages
Italian
Native
English
Proficient (C2)
Spanish
Intermediate
References
References available upon request.
Timeline
First assistant manager
Oaxaca Ltd / Wahaca
2024.03 - Current
Studio manager
Secret Gold Tattoo Ltd.
2023.01 - 2024.02
Children's Support Worker
Private Family Support
2018.04 - 2020.09
Bachelor of Science - Psychology
Kingston University London