Samya Zailachi
Hemel Hempstead,UK
Summary
Accomplished operations management professional with a strong background in business administration and customer service. Proven leadership abilities and communication skills drive team performance and achieve strategic goals. Expertise in workforce planning, recruitment, training, and coaching enhances talent development and onboarding processes. Skilled in process improvement, performance monitoring, and health and safety compliance, ensuring operational efficiency and effective stakeholder communication.
Overview
6
6
years of professional experience
Work history
Store Manager
Caffè Nero (Nero Group Holdings)
Hemel Hempstead, UK
2024.11 - 2026.06
- Lead all aspects of business operations within a high-volume customer-focused environment.
- Manage recruitment, onboarding, training, and development of team members.
- Drive operational performance while maintaining high standards of customer service and compliance.
- Monitor team performance and support employee engagement and development.
- Ensure adherence to health, safety, and company procedures.
- Coordinate workforce planning, scheduling, and daily operational activities.
- Resolve customer concerns and implement service improvement initiatives.
Customer Support & Administration Officer
Marhaba Group
Dubai, UAE
2022.07 - 2024.08
- Served customers across HR and finance, handling enquiries with professionalism.
- Coordinated interdepartmental communication to manage onboarding, payroll, and client services smoothly.
- Produced reports and tracked KPIs to support decisions and quality checks.
- Handled account queries and overdue payments, negotiating repayment plans calmly.
- Worked with finance and HR to coordinate hiring, onboarding, and payroll.
Operations Supervisor / Business Support
Safa Services
Rabat, Morocco
2020.10 - 2022.04
- Delivered frontline customer service across HR and finance functions, ensuring timely and professional responses to enquiries.
- Produced reports and tracked KPIs to support decision-making and monitor service quality.
- Handled account queries and overdue payments, negotiating structured repayment plans while maintaining positive client relationships.
- Worked closely with finance and HR teams to ensure smooth coordination between hiring, onboarding, and payroll processes.
Education
Master's Degree - International Business
University of Ulster
London, UKMaster's Degree - Agricultural Production Engineering
Institute Agronomique et Vétérinaire Hassan II
Rabat, MoroccoSkills
Operations management
Business administration
Customer service and relations
Leadership skills
Communication proficiency
Organizational abilities
Performance monitoring and reporting
Recruitment and onboarding support
Training and coaching
Workforce planning and scheduling
Health and safety compliance
Stakeholder communication
Problem solving and decision making
Microsoft Office proficiency
Timeline
Store Manager
Caffè Nero (Nero Group Holdings)
2024.11 - 2026.06
Customer Support & Administration Officer
Marhaba Group
2022.07 - 2024.08
Operations Supervisor / Business Support
Safa Services
2020.10 - 2022.04
Master's Degree - International Business
University of Ulster
Master's Degree - Agricultural Production Engineering
Institute Agronomique et Vétérinaire Hassan II