Shanice Gould
Horndean
Summary
Friendly Deputy Manager committed to creating positive work environment through effective mentoring and coaching. Skilled in delegation and communication. Talented in leadership, staff development and training. I am able to think on my feet and I am always up for a new challenge daily, working in a fast pace environment I am able to adapt quickly and effectively dependent on the situation.
Overview
8
8
years of professional experience
Work history
Deputy Manager
Tops Day Nurseries
Portsmouth , Hampshire
04.2016 - Current
- Recruited and trained driven, dedicated team members, reducing staff turnover.
- Managed and monitored multidisciplinary teams, providing coaching to consistently exceed KPI targets.
- Designed employee incentives and recognition schemes to achieve team targets.
- Maintained excellent client relationships by dealing with queries and complaints calmly and professionally.
- Health and safety lead and FAW for whole building, this includes risk assessments
- Deputy DSL for building this includes regularly attending TAC, CIN, CP and TAF meetings. Also, having to write up a paperwork to support these meetings,
- Conducted regular audits, maintaining appropriate level of customer service to our parents
- Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
- Planned and managed resources and budget to support and deliver objectives.
Customer Service Representative
Kfc
Portsmouth, England
10.2015 - 04.2016
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Adhered strictly to policies and procedures for continued company compliance.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
Customer Service Representative
Pizza Hut
Portsmouth, England
07.2015 - 10.2015
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Employed active listening and product expertise to successfully resolve inbound queries.
Education
Level 5 diploma - Early years
NCFE CACHE
03/2023 -
NVQ Level 3 - Early years
CACHE
Portsmouth 10/2018 -
NVQ Level 2 - Early years
NCFE CACHE
United Kingdom 04/2017 -
GCSEs - English
GCSE
United Kingdom 07/2013 -
Functional skills - ICT
ASPIRE TRAINING
United Kingdom 08/2018 -
Functional skills - Mathematics
ASPIRE TRAINING
United Kingdom 07/2018 -
Skills
- Strategic decision-making
- Mediation skills
- SMART goal setting
- Customer rapport
- Performance development planning
- Coaching leadership
- Workforce development
- Performance development planning
- Democratic leadership
- Conflict resolution
- Policy development
- Financial leadership
Timeline
Deputy Manager
Tops Day Nurseries
04.2016 - Current
Customer Service Representative
Kfc
10.2015 - 04.2016
Customer Service Representative
Pizza Hut
07.2015 - 10.2015
Level 5 diploma - Early years
NCFE CACHE
03/2023 -
NVQ Level 3 - Early years
CACHE
10/2018 -
NVQ Level 2 - Early years
NCFE CACHE
04/2017 -
GCSEs - English
GCSE
07/2013 -
Functional skills - ICT
ASPIRE TRAINING
08/2018 -
Functional skills - Mathematics
ASPIRE TRAINING
07/2018 -
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