Ruxandra Pop
MINEHEAD
Summary
Customer-oriented Village Manager with strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development. Currently working for a company worth over £5 billion
Overview
9
9
years of professional experience
Work History
Village Manager
Butlins
07.2024 - Current
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Developed detailed plans based on broad guidance and direction.
- Managed/ trained daily over 50 employees to deliver good service and clean up to standards 200 apartments
BARS DUTY MANAGER
BUTLIN'S
09.2022 - 07.2024
- Adhered to company policies and brand standards to support outstanding guest experiences.
- Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
- Handled guest complaints to protect brand reputation.
- Stored cash floats and delivered secure banking procedures.
- Led by example, embodying positive work ethic and motivating staff for peak performance, winning Team Member of the Month Award in March 2023.
- Inspected facility to identify and promptly address maintenance needs.
- Coordinated staff training sessions, enhancing team competencies and service standards.
- Oversaw inventory and stock management, optimising levels for operational continuity.
- Recruited and on boarded over 40 new staff to meet performance standards.
- Met health and safety guidelines to maintain compliant working environments.
GENERAL ASSISTANT
MARKET HOTEL
10.2019 - 08.2022
- Displayed strong customer service and professional telephone manner while resolving enquiries.
- Promptly processed orders to maintain clean and tidy production area.
- Checked and processed incoming deliveries, unpacking and storing with care to avoid stock damage.
- Upheld high hygiene standards by periodically emptying rubbish bins, clearing spillages and cleaning high touch point areas.
- Worked closely with team members to achieve collective goals and objectives.
- Greeted guests and clients with warmth and professionalism. Over 40 guests for Christmas Dinner and New Years Eve every year and over 1500 on Dunster By Candlelight Event
- Dealt with routine enquiries at reception or by telephone and referred more complex matters to appropriate members of staff.
TEAM LEADER BARS
BUTLINS
02.2019 - 09.2019
- Fostered positive employee relationships through communication, training and coaching.
- Followed opening, closing and shift changeover procedures for seamless operations.
- Led shifts and motivated team to drive sales.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Delegated tasks to make best use of individuals' skills.
- Led team of 20 to achieve KPI targets and successfully complete assigned projects.
TEAM LEADER GUEST CATERING
BUTLINS
07.2018 - 01.2019
- Supported new hires through on-boarding process for speedy and successful training.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction. Worked closely with over 10 staff every day.
- Prioritised and assigned tasks for strategic and optimised distribution of workloads.
TEAM MEMBER FAIRGROUND
BUTLINS
05.2018 - 07.2018
- Warmly greeted customers and proactively reduced wait times.
- Kept work areas spotlessly clean for optimal hygiene levels and consistent customer satisfaction.
- Demonstrated energy and enthusiasm to go above and beyond for each and every customer.
- Delivered reliable customer service with attention to detail even under high pressure.
- Remained flexible to cover shifts and work overtime as required.
CUSTOMER SERVICE AGENT
GENPACT
12.2015 - 04.2018
- Acted as first point of contact for customer issues and queries.
- Collaborated well with other customer agents to deliver consistent service across various platforms.
- Recorded and processed customer data accurately.
- Documented recurring requests, enquiries and complaints, communicating findings and potential corrective action to line manager.
- Exceeded targets with strong rapport building and product knowledge.
- Logged customer information and data in secure systems, maintaining GDPR compliance.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Exceeded KPI targets when providing customer support via phone, email and chat.
- Diagnosed and communicated technical problems to customers at appropriate level of understanding.
Education
Bachelor of Business Administration - Marketing
Faculty of Economics And Business Administration
05.2015
High School Diploma - English
Gheorghe Sincai High-school
06.2012
Skills
- Venue sales
- Guest experience improvement
- People management
- Process improvements
- Customer relations expertise
- Employee development
- Guest engagement strategies
- Inter-departmental coordination
- Budgetary control
Languages
English
Proficient (C2)
Romanian
Native
Spanish
Elementary
Timeline
Village Manager
Butlins
07.2024 - Current
BARS DUTY MANAGER
BUTLIN'S
09.2022 - 07.2024
GENERAL ASSISTANT
MARKET HOTEL
10.2019 - 08.2022
TEAM LEADER BARS
BUTLINS
02.2019 - 09.2019
TEAM LEADER GUEST CATERING
BUTLINS
07.2018 - 01.2019
TEAM MEMBER FAIRGROUND
BUTLINS
05.2018 - 07.2018
CUSTOMER SERVICE AGENT
GENPACT
12.2015 - 04.2018
Bachelor of Business Administration - Marketing
Faculty of Economics And Business Administration
High School Diploma - English
Gheorghe Sincai High-school
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