Summary
Overview
Work History
Education
Skills
Timeline
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NAINA LIMBU

NAINA LIMBU

Edinburgh,U.k.

Summary

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Customer-focused professional with experience in delivering exceptional support and resolving issues efficiently. Skilled in communication and problem-solving, ensuring customer satisfaction through personalised service and attention to detail. Committed to maintaining high standards and fostering positive relationships.

Flexible customer service team member focused resolving customer concerns and enquiries. Skilled at accurately documenting call details, preparing reports and organising documentation. Offers helpful answers and relevant information to retain business.

Friendly Customer Care Representative with knack for resolving issues and enhancing customer satisfaction. Boosted customer retention rates by implementing personalised service techniques and streamlined communication processes. Known for empathetic listening and quick problem-solving, fostering positive client relationships and team collaboration.

Overview

11
11
years of professional experience

Work History

Shift manager

Tesco Express
Edinburgh, EDH
09.2023 - Current
  • Answered questions and resolved employee complaints.
  • Practiced food and health safety to comply with guidelines.
  • Assigned tasks, projects and responsibilities to team members and monitored status.
  • Provided instructions and feedback to team during shifts.
  • Managed and trained staff and provided strategic solutions.
  • Completed comprehensive shift reports to support seamless handovers.
  • Ordered stock and procured services to deliver on company goals.
  • Adhered to company standards and compliance requirements for operations and cleanliness.
  • Evaluated team outputs and delivered constructive feedback to aid professional development.
  • Reconciled cash drawers and prepared bank deposits.
  • Promoted safe and tidy work areas through inspections and cleaning checklists.
  • Organised work schedules to meet demanding production goals.
  • Addressed staff absences and holiday requests to achieve consistent rota coverage.
  • Developed continuous improvement initiatives to drive team efficiencies.
  • Updated training and procedures to address skills gaps and challenges.
  • Kept employees operating productively to meet business and customer needs.

Assistant manager

Starbucks
Abu Dhabi, United Arab Emirates
01.2019 - 05.2023
  • Effectively organised staff placement per shift with zero error rate.
  • Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
  • Evaluated team outputs and delivered constructive feedback to aid professional development.
  • Adhered to company standards and compliance requirements for operations and cleanliness.
  • Promoted safety culture through clear communications and inspections.
  • Created rotas and administered payroll while balancing budget constraints.
  • Tracked receipts, employee hours and inventory movements for smooth budgetary planning.
  • Conducted audits and reviews to enhance team performance.
  • Completed comprehensive shift reports to support seamless handovers.
  • Employed forward-thinking mindset to anticipate and quickly eliminate issues on shift.
  • Trained and mentored new employees to maximise team performance.
  • Positively reinforced successful shift performance, providing clear, specific, timely and respectful coaching to 5 shift staff.
  • Maintained safe working environment through element potential hazards and safety standard, minimising accidents, incidents and near-misses by100%

Team Leader

autogrill
Abu Dhabi, united Arab emirate
03.2017 - 10.2018
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Led performance reviews and tailored employee feedback to facilitate professional development.
  • Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
  • Applied Lean 5S method to create clean and organised work environment.
  • Demonstrated sales strategies and customer service best practices to enhance team performance.
  • Analysed Key Performance Indicator (KPI) data to identify trends and achieve team goals.
  • Resolved employee relations issues and navigated disciplinary proceedings.
  • Fostered positive employee relationships through communication, training and coaching.

Customer Support Associate

Aegis
Lucknow, Uttar Pradesh , India
05.2014 - 11.2016
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Offered prompt solutions to maintain customer satisfaction.
  • Participated in staff meetings to discuss new developments.
  • Provided information regarding warranties, promos and loyalty programs to enhance customer satisfaction.
  • Transferred customer calls to respective department or personnel to address specific issues.
  • Recorded customer communications to maintain proper documentation.
  • Liaised with team to develop strategies in improving customer service.
  • Registered and updated accurate customer information on database.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
  • Processed inbound customer calls, providing information on service or product upgrades
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Answered customer telephone calls promptly and improved on-hold wait times.

Education

Associate of Arts - Bachelor of Arts

IGNOU
India
03.2016

Skills

  • Performance assessment
  • Training and development
  • Corrective action planning
  • Process improvement
  • Safety assessment
  • External recruitment
  • Resource management
  • Performance management
  • Physical stamina
  • Customer orientation
  • Rapid decision-making
  • Email correspondence
  • Handling difficult customers

Timeline

Shift manager

Tesco Express
09.2023 - Current

Assistant manager

Starbucks
01.2019 - 05.2023

Team Leader

autogrill
03.2017 - 10.2018

Customer Support Associate

Aegis
05.2014 - 11.2016

Associate of Arts - Bachelor of Arts

IGNOU

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NAINA LIMBU