SURME KAYNAK
ROMFORD
Summary
Enthusiastic, driven and results-oriented People Leader who has progressive experience in overseeing and directing multiple sites with a passion for developing teams and achieving excellence. Ability to strategically utilise resources in a cost-effective manner in alignment with company goals. Possessing excellent management skills and having the ability to work with the minimum of supervision whilst leading a district of 13-18 store teams totaling 220 staff members. Has extensive experience of long-term planning, performance improvement, staff development and promoting and maximising employer's culture, elevate customer service standards to maximize sales and profitability. Exceptional interpersonal skills, capable of resolving multiple and complex (Sales, Human Resources, Legal, Financial, Operational) issues and motivating teams to maximise performance. As a creative individual, who likes to forward original ideas to simplify complex concepts and someone always thinks outside the box, now looking forward to making a significant contribution as Knowledge and Change Manager for Contact Centre where there will be new and exciting tasks to do each day and where hard work and commitment is rewarded.
Overview
22
22
years of professional experience
1
1
Certification
Work history
Contact Centre Team Manager
Transport For London
Stratford, City of London
12.2021 - Current
- Being accountable for the performance of Customer Service Agents in delivering customer contact services spanning payments, information, complaints and other enquiries.
- Identify opportunities to enhance the quality of service by Customer Service Agents in accordance with the TfL Customer Strategy.
- Provide ongoing strong and effective support to Contact Centre performance Manager and Customer Support Manager.
- Work with other team leaders to share lessons learned and work towards consistent performance across teams.
- Identifying stakeholders, determining their influence, developing a communication management plan, and engaging stakeholders by keeping them up to date through various Social Media reporting activities.
- Building strong working relationships with Senior colleagues by actively participating in projects outside of Social Media to support wider CCO initiatives. I,e CCO Care and CCO People Principles.
- Have strong emphasis on developing team members to reach their maximum potential to support other teams in CCO as well as working towards their potential career goals.
- Continuously training and mentoring Customer Service Advisors and a group of Team Managers, enabling outstanding performance and productivity standards.
Lettings Manager
Allstar Property t/a Ellis & Co
Islington, Greater London
07.2020 - 12.2021
- Professionally represented sellers in complex negotiation with prospective buyers.
- Successfully developed lettings portfolio from 137 properties 220 over 18 months.
- Acted as first point of contact for 600 tenants across 220 properties.
- Collated detailed property information and organized photo shoots.
- Wrote contracts between buyers and sellers and ensured adherence.
- Managed a team of 8 negotiators and property managers.
Operations Director
COFFEESMITHSCOLLECTIVE
06.2019 - 07.2021
- Reporting directly to group CEO
- Responsible for 13 sites across 3 business models of award-winning independent specialty coffee shops, managing annual turnover of 4.8 million GBP
- Daily motivation and direction of Operations team to lead compliance, customer service, sales and profitability of the business
- Rolled out Market Man- a new stock system, working with internal and external stakeholders to identify risk and ensure ease of system
- Influenced the decision and investment of online training portal Flow and supported teams to execute the successful launch
- Doubled monthly profit line, whilst ensuring operational excellence and without damaging the brands and environment
- Improved team engagement via a series of actions and introduction of culture
- Held hands of a junior ops team to lead and support upskilling of site managers in commercial awareness and positive impact
- Successfully rolled out Tenzo (business intelligence) with full team engagement to utilize and make effective decisions
- Directs menu decisions, trends and availability of products from our Central Production Unit
- Led trials for all other brands to share learnings and key concerns and barriers Tenzo, Flow, Trail, amongst others.
District Manager
ARABICA | TREATS | AM COFFEE
11.2015 - 06.2019
- Overseeing stores in and outer London Responsibilities:
- Ensuring the overall financial performance of 18 stores, inspiring & coaching store managers to strive& achieve goals and holding them to account.
- Responsible for recruiting, training and development of Store Managers and Assistant Store Managers, including providing regular performance reviews.
- The creation and implementation of new company policies.
- (including but not limited to, new partner pay rates, employee.handbook, quarterly partner recognition, bonus scheme)
- Responsible for all operational aspects of new store openings, including planning, staffing & public relations.
- Manage average annual turnover of 6.2 million GBP.
- Preparing and conducting strategic business reviews through Detail Store Visits, highlighting opportunities to drive revenue growth and improve overall performance.
- Arranging and chairing management team meetings, focusing on targets & achievements
- Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards
- Responsible for making sure that any gaps in performance or quality are quickly identified and addressed
- Producing accurate reports on team performance for senior directors.
Store Manager & Multi-Unit Store Manager
STARBUCKS COFFEE COMPANY
04.2009 - 11.2015
- Golders Green, Temple Fortune, Brent Cross Shopping Centre(Also managed Chiswick Sainsbury's and Chiswick High Road)
- The oversight and management of a multi-unit business ensuring efficient operations whilst exceedingcommercial targets
- To provide training, coaching and direction to the store teams to take action and to achieveoperational goals
- To display a “customer comes first attitude” by training and holding partners accountable fordelivering legendary customer service
- Manage with integrity, honesty and knowledge
- Promote the culture, values and mission of Starbucks.
Store Manager
01.2007 - 01.2009
- As a store manager responsibility included:
- Responsible for controlling profitability, optimizing restaurant management and overseeing sales, humanresources and team management
- Sit in on job interviews, train newly hired employees, ensuring customer satisfaction
- Processing payroll and creating schedules for over 120 employees
- Place supplies orders
- Ensures levels of quality and safety are safeguarded in the restaurant as well as actively participating in theanalysis of operational results through P&L's and sales forecasts.
Assistant Manager
MCDONALD'S RESTAURANTS LTD
01.2003 - 01.2007
Education
CACHE LEVEL 2 Certificate in Teaching -
BSc - Hospitality and Catering Management
University of West London
AVCE - Travel and Tourism
Hackney Community College
Skills
- Skills and abilities
- MANAGEMENT
- Proven ability to manage through others
- Strong customer focus, decision making and problem-solving skills
- Track record of delivering results with deadlines
- Highly Result Orientated
- SALES
- Experience in different retail store environments and a proven record of maximizing sales and profit
- Ability to motivate the team to achieve high standards and KPI targets
- Able to create budgets and KPI's effectively
- COMMUNICATION
- Strong ability to communicate clearly and concisely, both orally and in writing to operational and cross
- Functional teams
- LEADERSHIP
- Able to motivate and lead others in a team environment
- Providing prompt and accurate information on individual performance
- Praise team members and creates positive working environment
- Mentoring
Certification
Completion of District Manager Training programme. Completion of Leading 20/20 for District Managerleadership programme. Training Store Manager. Managing Health and Safety and First Aid at Work.
Languages
Turkish
Custom
6
Personal Information
Timeline
Contact Centre Team Manager
Transport For London
12.2021 - Current
Lettings Manager
Allstar Property t/a Ellis & Co
07.2020 - 12.2021
Operations Director
COFFEESMITHSCOLLECTIVE
06.2019 - 07.2021
District Manager
ARABICA | TREATS | AM COFFEE
11.2015 - 06.2019
Store Manager & Multi-Unit Store Manager
STARBUCKS COFFEE COMPANY
04.2009 - 11.2015
Store Manager
01.2007 - 01.2009
Assistant Manager
MCDONALD'S RESTAURANTS LTD
01.2003 - 01.2007
BSc - Hospitality and Catering Management
University of West London
AVCE - Travel and Tourism
Hackney Community College
CACHE LEVEL 2 Certificate in Teaching -
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