Mihaela Kaur
General Manager
Milton Keynes,Buckinghamshire
Summary
Dynamic and results-driven professional with over 15 years of leadership experience in operations management, customer service, and team development. Expertise in optimizing processes, managing resources effectively, and consistently exceeding performance targets across diverse environments. Proven ability to cultivate strong client relationships, streamline workflows, and drive sustainable business growth demonstrates a commitment to excellence. A track record of enhancing customer satisfaction and online reputation through strategic improvements and exceptional service delivery further underscores dedication to achieving outstanding results.
Overview
16
16
years of professional experience
2
2
Certifications
Work History
Service Improvement Manager
PASHA
01.2025 - Current
- Led cross-functional teams for process optimization and achieved significant cost reductions.
- Facilitated strong partnerships between departments by encouraging collaboration in pursuit of shared objectives related to continuous improvement initiatives.
- Developed and executed improvement projects, resulting in increased productivity and reduced waste.
- Collaborated with stakeholders to align business goals and drive sustainable change across the organization.
- Championed organizational change, effectively managing resistance and fostering a positive environment for growth and innovation.
- Conducted training sessions on Lean Six Sigma tools and techniques, empowering employees to actively participate in process improvements.
- Coordinated Kaizen events, generating innovative ideas for process enhancements that led to measurable results.
- Identified root causes of issues through data analysis, leading to targeted solutions that improved overall performance.
- Evaluated existing systems for effectiveness, identifying opportunities for streamlining operations while maintaining high quality standards.
Opening Manager
Parrilla Steakhouse
09.2024 - 03.2025
- Maintained open lines of communication between team members, fostering a collaborative work environment conducive to problemsolving.
- Created detailed reports on daily operations, highlighting areas for improvement and recommending solutions to upper management.
- Managed inventory efficiently, maintaining optimal stock levels for smooth daily operations.
- Assessed employee performance regularly, providing constructive feedback and coaching for improvement as needed.
- Developed comprehensive employee training programs to boost performance and productivity during the opening shift.
- Coordinated with vendors to ensure timely deliveries and resolve any discrepancies or issues.
- Implemented cost-saving measures through effective resource management and waste reduction strategies.
- Increased overall efficiency during opening shifts by delegating tasks effectively among the team members.
- Streamlined opening processes by implementing efficient scheduling and staff training methods.
- Ensured adherence to company policies and safety regulations, maintaining a safe working environment for all team members.
- Implementing quality control measures ensured consistent service standards across all aspects of the business during opening hours.
- Established strong relationships with local businesses, promoting brand awareness and driving customer traffic during opening hours.
- Enhanced customer satisfaction by ensuring a welcoming atmosphere and addressing concerns promptly.
- Collaborated with other managers to devise strategies aimed at increasing sales revenue during early operational hours.
- Championed excellent customer service, leading by example and providing support to staff members as they engaged with patrons during busy opening periods.
- Mentored new employees through on-the-job training sessions tailored to their individual learning styles.
- Monitored facility maintenance needs, liaising with external contractors when necessary to keep premises clean, functional, and visually appealing at all times.
- Trained employees on Product or Service, ensuring compliance with top quality standards.
- Coordinated team member selection, orientation, and training.
- Reported issues to higher management with great detail.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
General Manager
Bella Italia - Milton Keynes Theatre
02.2024 - 10.2024
- Improved team morale and motivation, leading to sales exceeding budget by over 30%.
- Enhanced customer satisfaction, reflected in higher Google reviews and feedback scores.
- Achieved the highest spend per head for the company for four consecutive weeks.
- Managed costs effectively while fostering a culture of collaboration and accountability.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Maintained impeccable health, safety, and compliance records.
General Manager
Miller & Carter - Aylesbury
11.2021 - 01.2024
- Boosted weekly revenue by 20% using targeted sales strategies.
- Improved customer satisfaction, resulting in a significant increase in positive Google reviews.
- Created a team with excellent service standards.
- Refined processes to ensure adherence to compliance and increase operational effectiveness.
- Inspired colleagues to achieve goals.
- Developed high-performing managers through effective coaching.
- Enhanced team culture through effective recruitment and coaching.
- Achieved outstanding health and safety ratings.
- Cultivated strong relationships with superiors.
Assistant Manager
Miller & Carter - Milton Keynes
07.2019 - 10.2021
- Played a key role in enhancing customer experiences and boosting satisfaction ratings.
- Supported operational efficiency through scheduling, payroll management, and staff engagement.
- Collaborated with chefs and stakeholders to deliver memorable dining experiences.
Supervisor
Carluccio's - Derby
10.2018 - 03.2020
- Resolved customer issues promptly, improving satisfaction and loyalty.
- Contributed to higher Google review scores by focusing on service quality and team training.
Team Leader
Aspers Casino
03.2015 - 08.2018
- Delivered high-quality customer service, leading to improved customer feedback and reviews.
- Fostered team collaboration to achieve operational goals and maintain service excellence.
Assistant Manager
Aristocrat Restaurant
07.2009 - 03.2015
- Focused on customer satisfaction, leading to higher repeat business and improved reputation.
- Trained and mentored staff in delivering exceptional service and resolving customer issues.
Education
Diploma of Higher Education - Business and Management
Roehampton University
BirminghamGCSE or equivalent - undefined
Stefan Anghel College
01.2011
Skills
Leadership & Team Building
Operations & Project Management
Customer Relationship Management (CRM)
Inventory & Cost Control
Staff Training & Development
Process Optimization
Budgeting & Financial Reporting
Microsoft Office Suite (Excel, Word, PowerPoint)
Communication & Conflict Resolution
Online Reputation Management
Analytical Problem Solving
Budget Management
Process Improvement
Customer Satisfaction & Online Reputation Enhancement
Client Relationship Building
Conflict Resolution
Attention to Detail
Flexible and Adaptable in Diverse Work Environments
Certification
BIIAB Level 2 Award for Personal Licence Holders
Timeline
Service Improvement Manager
PASHA
01.2025 - Current
Opening Manager
Parrilla Steakhouse
09.2024 - 03.2025
General Manager
Bella Italia - Milton Keynes Theatre
02.2024 - 10.2024
General Manager
Miller & Carter - Aylesbury
11.2021 - 01.2024
Assistant Manager
Miller & Carter - Milton Keynes
07.2019 - 10.2021
Supervisor
Carluccio's - Derby
10.2018 - 03.2020
Team Leader
Aspers Casino
03.2015 - 08.2018
Assistant Manager
Aristocrat Restaurant
07.2009 - 03.2015
Diploma of Higher Education - Business and Management
Roehampton University
GCSE or equivalent - undefined
Stefan Anghel College