Velinka Ciobanu
Hebburn,South Tyneside
Summary
Dedicated professional with extensive experience in customer service, complaint management, and sales techniques. Proven ability to develop strong customer relations and manage strategic planning and project budgeting effectively. Demonstrates exceptional attention to detail, adept at expense reporting, record-keeping, and inventory supplies management. Committed to leveraging skills in a dynamic environment to drive organisational success.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work history
General manager
Tim Hortons
Middlesbrough , United Kingdom
2025.04 - Current
- Fostered a high-performance culture, resulting in increased productivity.
- Developed strategic business plans, enhancing corporate vision and objectives.
- Improved staff retention with robust HR policies and procedures.
- Introduced effective cost control measures, reducing unnecessary expenditure.
- Oversaw all aspects of daily operations, ensuring smooth running of the organisation.
- Implemented rigorous financial controls, improving overall profitability.
- Achieved customer satisfaction with regular feedback and improvement sessions.
- Recruited and managed senior staff with focus on delivering clear results.
- Created and led successful business culture focused on performance.
- Worked with board of directors to establish objectives and decisively lead operations.
- Assisted in strategic planning by providing detailed cost projections and forecasts.
Restaurant manager
Mambo Wine and Dine
South Shields, South Tyneside
2022.03 - 2025.03
- Onboarded and delivered exceptional client service to 200 customers per shift during peak times.
- Memorized over 100+ different menu items and guide guest to their ideal dining experience.
- Managed the POS system and entered 50+ orders per hour with zero errors. Helped train 10+new staff to use the technical systems.
- Purchased required quantities of necessary restaurant items, including food, beverages, equipment and supplies.
- Recognised and formally acknowledged outstanding staff performance, boosting team morale and productivity.
- Collaborate with the manager to develop and implement new marketing strategies.
- Quickly identified problem situations, skilfully resolving incidents to maintain satisfaction of involved parties.
Data collector
National Institute of Statistic- Macedonia
Veles, Macedonia
2020.10 - 2022.02
- Followed consistent quality processes to maintain data integrity.
- Transferred data from paper formats into database systems using keyboards, data recorders and optical scanners.
- Conducted surveys and documented all responses.
- Conducted research, obtaining information for incomplete documents and materials.
- Generated weekly and monthly reports for managers.
- Wrote reports and correspondence from dictation and handwritten notes.
- Uploaded or transmitted data using secure protocols.
- Completed periodic database backups to prevent data loss.
- Managed daily assignment schedule in an efficient and accurate manner.
- Gathered and submitted observational information in addition to required data points.
Restaurant operations manager
Royal Caribbean International
2013.08 - 2018.02
- Resolved complaints calmly and professionally to achieve positive customer outcomes.
- Monitored and maintained stock levels for maximised efficiency and minimised waste.
- Maintained outstanding hygiene levels for optimised customer safety and continued regulatory compliance.
- Planned staff rotas to meet customer demand whilst remaining under budget.
- Built loyal customer base by creating welcoming environment with top quality service.
- Coordinated Front of House and Back of House staff ahead of events for smooth execution to maximise guest satisfaction.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Established safe and secure dining environment with strong sanitation standards.
- Prepared rotas to achieve stable coverage while minimising payroll costs.
Sales consultant
T-Mobile
Veles, Macedonija
2010.11 - 2013.05
- Implemented promotional strategies for improved product visibility in the market.
- Dealt with customer queries effectively, maintaining high quality service standards.
- Built strong relationships with customers, resulting in repeat business.
- Generated leads to increase potential business opportunities.
- Handled after-sales services proficiently, ensuring client retention.
Education
Master of Business Administration - Finance
University of Sunderland
Sunderland 10.2025
Certificate of Higher Education - Financial advisor
Chartered Insurance Institute
United Kingdom06.2024
Bachelor of Business Administration - Business Economics
St Kliment Ohridski
Prilep, Macedonia 2005.10 - 2010.09
Skills
- Financial Data
- Complaint management
- Cost control
- Strategic planning
- Project budgeting
- Income statements
- Attention to Detail
- Expense reporting
- Record-keeping skills
- Inventory supplies
Timeline
General manager
Tim Hortons
2025.04 - Current
Restaurant manager
Mambo Wine and Dine
2022.03 - 2025.03
Data collector
National Institute of Statistic- Macedonia
2020.10 - 2022.02
Restaurant operations manager
Royal Caribbean International
2013.08 - 2018.02
Sales consultant
T-Mobile
2010.11 - 2013.05
Bachelor of Business Administration - Business Economics
St Kliment Ohridski
2005.10 - 2010.09
Master of Business Administration - Finance
University of Sunderland
Certificate of Higher Education - Financial advisor
Chartered Insurance Institute