Marzena Cumper
Great Dunmow,Essex
Summary
Dynamic professional with expertise in task delegation, interpersonal communication, and effective team briefings within fast-paced environments. Proficient in Microsoft Office and enterprise resource planning, with a strong focus on customer satisfaction, quality awareness, and profit and loss understanding. Adept at conflict resolution, mentoring staff, and crisis handling through influential communication and risk assessment acumen. Demonstrates exceptional organisational skills, problem-solving efficiency, and result-driven decision-making to achieve business objectives while fostering effective networking opportunities. Committed to driving operational excellence and delivering measurable results in challenging scenarios.
Overview
12
12
years of professional experience
Work history
Goods Online Lead Manager
Sainsbury’s
Enfield/Hoddesdon
08.2023 - 09.2025
- Manage online teams in selecting, preparing, and delivering Sainsbury’s quality goods directly to customers' doorsteps.
- Ensured operational efficiency by overseeing 'Safe & Legal' section, managing company delivery vans and driver roadworthiness.
- Ensured consistent delivery of Operational Priorities emphasising Safety, Service and Simplicity.
- Facilitating ownership of operation, managing end-to-end process ensuring punctuality in safe and effective manner.
- Leading team in delivering daily company KPIs effectively.
- Resolve customer complaints using tact and diplomacy, concurrently managing staff to mitigate future adverse interactions with customers.
- Implemented cost reduction measures, reduced overhead expenses.
- Led performance reviews, identified areas for improvement.
- Manage budget and labour of department to prevent overspending.
- Enhancing operational efficiency during peak seasons to customers
Customer Experience Lead Manager
Sainsbury’s
Bishop’s Stortford
04.2022 - 08.2023
- Direct customer engagement.
- Conducted strict scrutiny of customer feedback to enhance in-store experience, consistently exceeding established targets..
- Function as key liaison for all departments in addressing issues
- Directed and coordinated weekly promotional updates aligning with trading standards.
- Performance managing individuals through coaching, supporting, and developing staff.
- Encouraging accountability and establishing successful culture through positive attitude.
- Manage weekly banking processes for store intake and financial records.
- Direct store recruitment efforts through managing interview processes and providing job offers to suitable applicants.
- Arranging and overseeing planning activities for various departments.
- Comprehensive employee management, chairing disciplinary hearings, health and safety reporting on incidents occurring.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
Ramp Co-ordinator
Blue Handling ABM
London Stansted Airport
02.2018 - 04.2022
- Manage safety, compliance, and auditing responsibilities in all sectors including ramp, support services, equipment, and personnel.
- Strengthening workforce involvement across various levels and enabling constructive dialogue in operations aimed at achieving commitment.
- Facilitating Station Performance communication across all channels, encompassing all safety and SLA metrics and ensuring visibility to teams.
- Managed implementation of strategies to ensure business continuity in emergencies.
- Performance managing teams with coaching, support, staff enhancement.
- Recognising areas of underperformance, establishing improvement challenges by implementing support services.
- Exhibiting adaptability consistently, available for deployment to assist different functions and teams, promoting teamwork throughout all sectors.
- Oversaw safe movement of luggage from terminal to aircraft, ensured passenger satisfaction.
- Prioritised tasks effectively for maximum operational efficiency.
Airside Shift Manager
Swissport UK
London Stansted Airport
07.2013 - 02.2018
- Manage provision of efficient ramp services solutions that meet customer expectations.
- Ensuring suitable and sufficient resources are available and aligned with operational requirements and airline Customer SLAs.
- Proactively managed safety processes to ensure compliance with company standards.
- Cultivated strong relationships with customers and airport authorities.
- Facilitating meetings with airline customers and airport authorities.
- Ensured health and safety measures in line with company regulations.
- Enhanced safety standards by implementing comprehensive ramp procedures.
- Prioritised tasks effectively for maximum operational efficiency.
- Oversaw safe movement of luggage from terminal to aircraft, ensured passenger satisfaction.
- Implemented strategic planning methods for effective resource management.
- Carried out routine checks on equipment, reduced mechanical failures.
- Fostered culture of safety awareness amongst team members, enhanced overall security levels.
- Coordinated activities of ground crew in loading and unloading process for timely departures.
- Managed team schedules to minimise workforce disruptions.
Education
A-Levels -
High School
Poland Skills
- Task delegation in fast-paced environments
- Interpersonal communication skills
- Effective team briefings
- Microsoft Office proficiency
- Verbal and written communication
- Organizational skills
- Customer focus and quality awareness
- Conflict resolution
- Problem-solving efficiency
- Mentoring staff
- Influential communication
- Risk assessment acumen
- Effective networking
- Result-Driven approach
- Enterprise Resource Planning
- Crisis handling
- Profit and loss understanding
- Effective decision making
Timeline
Goods Online Lead Manager
Sainsbury’s
08.2023 - 09.2025
Customer Experience Lead Manager
Sainsbury’s
04.2022 - 08.2023
Ramp Co-ordinator
Blue Handling ABM
02.2018 - 04.2022
Airside Shift Manager
Swissport UK
07.2013 - 02.2018
A-Levels -
High School
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