Milana Biuka

Ensured the kitchen consistently met health, safety and cleanliness standards.

Assisted with prep work, washing pots, and organising kitchen operations for service.

Gradually took on additional responsibilities, including preparing desserts and assisting with service.

Initially trained as front-of-house staff, performing bar work, greeting customers, and ensuring exceptional customer service.

Focused on team collaboration to maintain a smooth and efficient service environment.

Promoted to supervisor in June 2022.

Responsible for creating weekly rotas, ensuring appropriate staffing levels based on bookings as well as regularly keeping up to date with emails, planning events and organising large bookings.

Placed beer and wine orders, maintaining inventory according to weekly needs dependant on upcoming events or larger bookings.

Supervised junior staff, provided high-standard training and managed daily responsibilities to ensure seamless operations.

Successfully managed the transition to a supervisory role, implementing efficient staffing schedules and maintaining inventory accuracy. Developed and conducted comprehensive training programs for new staff members, enhancing overall service quality. Recognised for exceptional customer service and teamwork, contributing to a positive dining experience.

Monitored day-to-day business performance to identify and implement improvement such as social media marketing on Facebook and Instagram.

Effectively and professionally dealt with face to face customer complaints by identifying any issues and resolving with solutions whilst maintaining a high standard of verbal communication.

Kept up to date with emails, booking requests and queries focusing on direct and professional written communication with customers.

Responsible for cash and card transactions at the end of the day; maintaining accurate records all round.

In charge of calculating monthly employee hours ensuring accuracy as well as recording staff holidays and any new employee forms.

Reference available upon request.

Responsible for handling inbound calls and outbound cases in a fast paced environment, following all DPA rules and regulations to protect each customer's confidentiality.

Confident in helping and addressing customers with product queries, concerns and dealing with complaints.

At Wren Kitchens I have a clear understanding on how to proactively resolve customer queries and issues, taking ownership of each customer call and email, providing them with the best resolution. With this confidence I am able to build rapport with each customer through empathetic handling of concerns.

I am able to show the ability of effectively organising and prioritising my own workload as well as taking on additional tasks, setting tasks and meeting deadlines.

Assisted stores with queries or concerns relating customer's and their satisfaction. Showed strong verbal and written communication to provide customers and colleagues with the best resolution and clear information.

With this role I was able to stand out by adapting to the company independently within a short period of time, focused on continuous learning and developing as a key member of the team.

Successfully secured promotion from Customer Service Advisor to Customer Service Manager after a competitive interview process, demonstrating strong leadership potential, effective communication and a proven track record of delivering excellent customer service. Recognised for the ability to motivate and support teams, resolve complex customer issues and contribute to continuous service improvement while maintaining a customer-focused approach.

I have experience managing day to day operations, supporting and developing team members through coaching, training and performance reviews and ensuring high standards of customer service are consistently achieved. I am confident in handling complex customer complaints, resolving escalated issues and using performance data to identify opportunities for improvement. I work closely with other departments to improve processes, enhance the customer experience and achieve business objectives. I am passionate about developing people, driving team performance and creating a positive customer focused environment while delivering excellent service.

In my role as a Customer Manage I lead and manage a team of Customer Service Advisors, providing regular coaching, mentoring and training. This includes handling complex customer complaints and escalated cases, using strong problem solving and decision making skills to deliver fair, timely and customer centric resolutions while maintaining compliance with company policies.

I monitor individual and team performance through quality assurance, call monitoring and performance metrics, identifying trends and implementing targeted development plans to improve productivity, service quality and first contact resolution.

One priority is driving employee engagement by recognising achievements, addressing performance concerns constructively and motivating the team to meet business objectives while maintaining high levels of customer satisfaction.