Naoko Wosley
Liverpool ,UK
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
10
10
years of professional experience
Work history
Team leader
Costa coffee
Liverpool , UK
09.2018 - Current
- Led team in delivering exceptional customer service during peak hours.
- Oversaw daily operations to ensure efficient workflow and adherence to quality standards.
- Mentored junior staff to enhance skills and maintain high performance levels.
- Maintained high standards of cleanliness and organisation within the store environment.
- Conducted regular staff meetings to communicate updates and encourage team collaboration.
- Provided comprehensive onboarding training to reduce learning curve for new hires.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Encouraged open communication, fostering a positive work culture.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Improved customer satisfaction through close collaboration with the team.
- Reduced staff turnover with an effective motivation strategy.
- Streamlined workflow for a more efficient process.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Increased team cohesion by implementing regular feedback sessions.
- Implemented new working methods which improved overall efficiency of the team operations.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Delegated tasks to make best use of individuals' skills.
- Coached team members through new or difficult workflows.
- Supported team to overcome new challenges by forecasting knowledge and skills gaps.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Followed opening, closing and shift changeover procedures for seamless operations.
- Monitored health and safety measures for guaranteed compliance.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Developed organisational policies for administrative oversight and internal controls.
- Organised financial and operational data to help with yearly budgeting and planning.
- Created classification systems to manage archives.
- Drafted procedural statements and guidelines for company-wide use.
- Controlled resources by department or project and tracked use in [Software].
Team leader
Costa coffee
Bristol , UK
09.2017 - 09.2018
- Led team in delivering exceptional customer service during peak hours.
- Oversaw daily operations to ensure efficient workflow and adherence to quality standards.
- Mentored junior staff to enhance skills and maintain high performance levels.
Customer assistant
Sainsbury’s
Bristol , UK
12.2016 - 09.2017
- Assisted customers in locating products and resolving inquiries to enhance shopping experience.
- Processed transactions efficiently at checkout to ensure smooth customer flow.
- Maintained cleanliness and organisation of sales floor to create welcoming environment.
- Participated in training new staff members on customer service protocols and operational procedures for optimal performance.
- Supported inventory management by restocking shelves and conducting regular stock checks to ensure product availability.
- Increased sales through suggestive selling techniques.
- Upheld company policies whilst interacting with customers to maintain brand reputation.
- Handled returns and exchanges efficiently maintaining high standards of service amidst challenging situations.
- Cross-sold related products at the point of purchase boosting overall sales volumes.
- Managed high-pressure situations with ease, ensuring customer satisfaction during peak hours.
- Maintained a clean, organised workspace for the efficient operation of checkout area.
- Communicated daily offers to customers, promoting in-store deals and discounts.
- Collaborated efficiently with team members to maintain smooth store operations.
- Participated actively in staff meetings contributing valuable insights towards improving store performance.
- Dealt effectively with customer complaints, resolving issues professionally and amicably.
- Provided fast checkout service with high levels of customer care and transaction speed.
- Handled cash and card payments with accuracy.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Carried out regular quality checks to ensure displayed products were in good, saleable condition.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Adhered strictly to policies and procedures for continued company compliance.
- Performed daily opening and closing functions and inventory management.
- Created attractive visual merchandising and shop window displays.
- Assisted customers with varying questions using product knowledge and service expertise.
- Multi-tasked to keep customer service levels at optimal capacity at peak times.
- Replenished store inventory regularly, monitoring stock demands to appropriately address customer needs.
- Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
Domestic housekeeper
Greem
Bristol, UK
12.2015 - 12.2016
- Maintained cleanliness and organisation of all areas within residence to ensure a welcoming environment.
- Performed laundry duties including washing ironing and folding clothes to keep wardrobe in excellent condition.
- Prepared and served meals according to dietary preferences ensuring satisfaction and nutritional balance.
- Demonstrated proficiency in all areas of domestic cleaning tasks.
- Safeguarded the property whilst homeowners were away on holiday by managing security systems and responding to any issues promptly.
- Ensured safe environment for children through careful monitoring during playtime or other activities preventing accidents or mishaps.
- Performed grocery shopping and meal preparation based on specific dietary requirements.
- Maintained cleanliness and order in large, busy household.
- Displayed excellent organisational skills in arranging cupboards, wardrobes, and storage spaces in an orderly manner for easy access to items.
- Handled pet care responsibilities for two dogs, including feeding, grooming, and walking them daily.
- Utilised eco-friendly cleaning products to minimise environmental impact from household chores.
- Carried out deep cleaning tasks such as carpet shampooing and upholstery cleaning quarterly.
- Assisted with childcare duties during school holidays or when required by the family.
- Serviced bathrooms with fresh supplies and regular cleaning.
- Meticulously managed day-to-day cleaning duties, guaranteeing a sparkling finish in line with client specifications.
Education
Certificate of Higher Education - Interior Architecture
Chuo university
Tokyo04.2004
Skills
- Risk assessment knowledge
- Communication excellence
- Stock management
- Issue resolution
- Training and Development
- Team supervision
- Quarterly company planning
- Report-writing
- 360-degree feedback implementation
- Operational planning
- Staff management
- Personnel training
- Staff complaint management
- Client support
- Employee performance reviews
- Employee training and development
- Safety consciousness
- Knowledge sharing
- Leadership proficiency
- Constructive criticism
- Goal setting expertise
- Motivational mastery
- Policy implementation and enforcement
- Finance management
- Team target forecasting
- Quality assurance checks
- Performance appraisals
- Service delivery improvements
- Real-time supervision
- Employee coaching and mentorship
- Cost-effective budget control
- Priority management
- Spot-check auditing
- Staff appraisals
- Technical reporting
- Supply chain management
- Change management experience
- Tolerance and patience
- Microsoft Excel
- Task prioritising
- Task delegation
- Payroll and contracts management
Languages
Japanese
Native language
English
Advanced
Japanese
Native
Timeline
Team leader
Costa coffee
09.2018 - Current
Team leader
Costa coffee
09.2017 - 09.2018
Customer assistant
Sainsbury’s
12.2016 - 09.2017
Domestic housekeeper
Greem
12.2015 - 12.2016
Certificate of Higher Education - Interior Architecture
Chuo university