Milene Ramos Bernardino
Stratford, London,Greater London
Summary
Motivated and compassionate professional with over 10 years of leadership experience managing teams and supporting individuals in fast-paced service environments. Skilled in communication, conflict resolution, organisation and team development, with a strong ability to understand people’s needs and respond with empathy and professionalism. Experience handling complex situations, supporting colleagues, and maintaining positive environments has developed a strong interest in human behaviour and wellbeing. Now seeking to build on practical people-focused experience by pursuing academic study in psychology, counselling and mental health, with the goal of developing the knowledge and skills needed to support individuals and communities more effectively.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work history
Assistant General Manager
Atis
London, Greater London
2022.10 - Current
- Led shift execution across Front of House (FOH) and Back of House (BOH), maintaining service pace, operational flow, and high standards during busy periods.
- Delivered structured pre‑shift briefings, organised station allocation, coordinated breaks, and ensured smooth closing routines.
- Protected high‑quality customer service by managing queue flow, guest welcome, service speed, and recovery of service issues.
- Coached Team Leaders and Team Members in real time using constructive feedback and clear expectations to improve performance and confidence.
- Supported onboarding and training of new staff, helping new starters build confidence and maintain service standards.
- Assisted with rota planning and staff deployment to ensure the right people were positioned effectively throughout service.
- Identified operational issues early (cleanliness, availability, team energy, stock, and service quality) and acted quickly to resolve them.
- Managed guest concerns with empathy, patience, and professionalism, escalating complex or allergen‑related issues appropriately.
- Supported people management routines including attendance monitoring, timekeeping, probation check‑ins, and performance discussions with senior leadership.
- Contributed to key performance targets including labour management, service speed, guest feedback, and waste reduction.
- Maintained premium Front of House standards including cleanliness, restocking, facilities checks, and end‑of‑shift routines.
- Ensured strong communication between FOH and BOH teams to prevent delays, confusion, and operational bottlenecks.
Stay at home parent
Homebase
London, Greater London
2021.06 - 2022.10
- Managed the day-to-day organisation and smooth running of the family home, including budgeting, scheduling and household administration.
- Provided a stable, safe and supportive environment for children while managing multiple responsibilities.
- Coordinated school routines, extracurricular activities and daily schedules.
- Supported children’s educational development by assisting with homework and learning activities.
- Planned and prepared meals while managing dietary requirements and family needs.
- Developed strong patience, problem-solving and time-management skills while balancing family responsibilities.
Shift Manager
Capital Arches Group Ltd
London, Greater London
2015.10 - 2021.06
- Managed daily restaurant operations during scheduled shifts, ensuring efficient service and strong team coordination.
- Supervised front-of-house, kitchen and cleaning teams, maintaining high performance and teamwork in a fast-paced environment.
- Handled customer concerns and complaints professionally, resolving issues with empathy and clear communication.
- Maintained strict standards of hygiene, health and safety, and quality control across all service areas.
- Coordinated staff schedules, training and supervision to ensure consistent service delivery.
- Controlled operational costs by monitoring stock, portion control and waste reduction.
- Managed cash procedures including preparing tills and overseeing financial accountability during shifts.
- Supported recruitment, training and development of new staff members.
- Contributed to improving customer satisfaction and maintaining high service standards.
Education
A-Levels - Sports Technology Programme
Escola Secundaria Francisco Simoes
Almada, Portugal 2010.09 - 2013.06
Skills
Relevant skills:
- Ability to understand people
- Communication
- Empathy
- Organisation
- Resilience
- Ability to study and analyse behaviour
Languages
English
Upper intermediate
Portuguese
Proficient (C2)
References
References available upon request.
Timeline
Assistant General Manager
Atis
2022.10 - Current
Stay at home parent
Homebase
2021.06 - 2022.10
Shift Manager
Capital Arches Group Ltd
2015.10 - 2021.06
A-Levels - Sports Technology Programme
Escola Secundaria Francisco Simoes
2010.09 - 2013.06