ROKSANA LUBER
St Albans
Summary
Operations and store management professional with 10+ years of experience leading shopfloor teams of up to 40 and operational teams of about 10. Manage day-to-day operations, workforce planning, staff scheduling, holiday planning, recruitment, and training while maintaining high customer service and operational efficiency. Coordinate teams, assign daily responsibilities, resolve operational issues, and implement procedures to improve performance.
Overview
2
2
Languages
12
12
years of professional experience
Work History
Assistant Operations Manager
Suitsupply
london
01.2021 - Current
- Lead and manage a shopfloor team of approximately 40 employees, ensuring effective day-to-day operations and consistently high service standards.
- Take operational responsibility for a team of approximately 10 employees, setting daily priorities, allocating tasks and ensuring smooth workflow across the business.
- Manage staff rotas, working schedules and annual holiday calendars, ensuring appropriate staffing levels and operational coverage.
- Recruit, onboard and train new employees, providing comprehensive guidance on company procedures, policies, customer service standards and operational practices.
- Coach and develop team members to improve performance, productivity and overall operational effectiveness.
- Strategically plan and coordinate staffing requirements to maintain high-performing teams during busy trading periods.
- Identify operational discrepancies and implement corrective actions through effective coaching, training and adherence to company procedures.
- Recommend and implement improvements to processes and working practices to increase efficiency and maintain operational standards.
- Support senior leadership with operational planning, problem-solving and continuous improvement initiatives.
Assistant Store Manager
Suitsupply
02.2019 - 01.2021
- Managed stores in multiple locations across London and The Netherlands Mentored teams on effective upselling and cross-selling techniques, increasing profits and improving efficiency.
- Improved stores' ability to meet and exceed customer expectations
- Trained new and existing staff On Store procedures and policies, developing knowledgeable, confident teams
- Managed daily operations, supervising staff and allocating tasks to improve store efficiency.
- Handled customer complaints, offering resolutions that maintained satisfaction and loyalty.
- Coached employees on upselling techniques, significantly increasing average transaction value.
Retail Sales Associate
Suitsupply
london
03.2015 - 02.2019
- Resolved customer queries using active listening and problem-solving skills.
- Assisted customers in finding products, offering detailed information to increase sales and enhance shopping experience.
- Worked flexibly across multiple customer access points.
- Kept shelves neat, clean and organised through visual merchandising.
- Managed stock levels on the shop floor, regularly updating displays to maximise visual appeal.
- Met sales targets through proactive promotion and excellent customer service.
- Handled customer returns, refunds and exchanges at customer service desk.
- Resolved customer issues with empathy and efficiency, turning negative experiences into positive outcomes.
Education
art university
NysaSecondary school
Nowa RudaSkills
- Operations management
- Performance evaluation
- Customer service
- Inventory control
- Workforce scheduling
- Staff training
- Point of sale
- Stock management
- Team leadership
- Problem solving
- Customer relationship building
- Hiring management
Languages
English
Advanced
C1
Polish
Advanced
C1
Hobbies and interests
- photography
- art
- gym
- outdoors
- nature
Timeline
Assistant Operations Manager
Suitsupply
01.2021 - Current
Assistant Store Manager
Suitsupply
02.2019 - 01.2021
Retail Sales Associate
Suitsupply
03.2015 - 02.2019
art university
Secondary school