Shifani Ismail

Diverse role accountable for:

• Internal and external Recruiting, training and retention. Developing robust recruitment processes for high-performing operational teams.
• Presenting commercial performance to senior managers
• Smooth execution of change within Customer Experience Department and the store . Seamless operation of landing Change projects implemented by the company.
• Responsible for 47 colleagues including; performance management, development, training, scheduling .
• Conducting Investigation meetings , Disciplinary Meetings including dismissals. Conducting long term absence review meetings and successfully getting Colleagues back to work with right support and work place adjustment in place . Reviewing WrAp in a timely manner and helping Colleagues to settle back in to work . Supporting and sharing company value and work life balance positively so that colleagues understand the reason for process and the need to be followed through for healthy working experience for everyone and smooth function of the business.
• Managing Risk, Safe & Legal , Health & Safety compliance ,
• Managing and delivering I care -customer experience metrics performance: Overall Satisfaction, advocacy rates, Knowledge/Helpfulness/Friendliness of staff, Cleanliness, Ease of Movement, availability of products..
• Maintaining regional best in Operational Excellence measured through Balanced Scorecard
• Office administration and accountable for store maintenance and consumables.
• 2018-2021 Bishops Stortford Customer Experience - Customer & Trading Manager ( same job Role as above )
• 2015-2018 Enfield Bush Hill Park ( convenience store) - STORE MANAGER

• Managed team of 30 including scheduling and payroll to optimist performance.
• Delivered training and appraisals to build staff performance.
• Managed day-to-day operations for popular, high-turnover stores, consistently exceeding revenue targets.
• Managing and supporting colleague needs ,Recruitment, retention, Training disciplinary meetings , Dismissals.

• Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
• Handled live chat queries within strict time frame targets.
• Updated account information after customer calls for well-maintained data accuracy.
• Offered detailed product and service advice based on customer needs.
• Advised management of customer service trends, creating proactive strategies to maintain best practices.
• Improved company processes by analysing customer feedback and service trends.
• Drafted professional meeting agendas, took minutes and followed up on action items.
• Reviewed expense reports and invoices to assist with monthly accounting processing.
• Sorted and distributed business correspondence to correct department or staff member.
• Prepared, reviewed and submitted team expense reports.
• Handled scheduling of meetings and calendar management for senior staff.