Shaun Warden

• Delivered high-quality customer service via phone and digital channels, handling a high volume of queries with professionalism and empathy.
• Resolved complex issues around deliveries, substitutions, and refunds while adhering to strict policies and maintaining customer satisfaction.
• Worked collaboratively within a fast-paced, target-driven environment, consistently meeting performance KPIs including call handling time and customer satisfaction scores.
• Managed challenging conversations calmly and effectively, turning potential complaints into positive experiences.
• Initiated a delivery tracking improvement concept at Tesco, recommending partial driver contact display to reduce failed delivery calls. Quantified potential savings of £10.4m annually; pitched to internal stakeholders.

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• Successfully managed all aspects of operations for a busy pub in the heart of Dundee, overseeing a team of 15+ staff members and ensuring exceptional customer service.
• Maintained compliance with all relevant licensing regulations, health and safety standards, and food hygiene requirements, conducting regular inspections and staff training sessions.
• Identified and resolved operational issues impacting productivity, performance or profitability.
• Monitored and maintained stock levels for maximised efficiency and minimised waste.
• Built loyal customer base by creating welcoming environment with top quality service.

• Enforced compliance with all health and safety measures, reducing worksite risks.
• Collaborated with procurement team to secure project materials at favourable prices.
• Monitored KPIs and implemented swift change management to address potential delays.
• Oversee the preparation of design drawings, specifications, and technical documents, ensuring accuracy, clarity, and completeness.

• Greeted customers by name, remembering drinks selections and special requests to provide attentive, personalised service.
• Maintained bar stocks, replenishing as necessary.
• Changed beer kegs safely and efficiently, consistently following health and hygiene guidelines.
• Performed bar opening & closing duties, thoroughly cleaning, sanitising and replenishing stock.