Zsolt Kapocsi
Bournemouth
Summary
Enthusiastic and highly motivated individual dedicated to delivering compassion, accessible support and desire to help people in need. Strong administrative background from various Retail back office systems. Proactive and resourceful team player devoted to improving efficiency and productivity of the team. Committed to working with people from diverse backgrounds. Strong relationship-building skills and emotional intelligence. Quick learner, adept at adjusting to new situations and working well under pressure. Solid understanding of mental development gained through personal experiences.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Inbound Customer Service Advisor
Nationwide Building Society
Bournemouth , Dorset
09.2023 - Current
- Processed and imparted information swiftly, relaying intentions, emotions and tone in interpretations.
- Managed conversational flow without dominating or intruding.
- Acted as first point of contact for customer issues and queries.
- Used targeted questioning techniques to determine customer needs and appropriate support.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Maintained up-to-date client records in database systems.
Assistant Manager
Five Guys
Bournemouth , England
11.2022 - Current
- Effectively managed incoming and outgoing mail to maximise office efficiency.
- Organised physical files and digitised records to support ease of access.
- Trained staff on best practices to achieve optimal productivity.
- Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
- Initiated inventory control measures to manage and replenish stock, maintain costs and meet customer demands.
- Recruited, interviewed and hired high-performing individuals, developing passionate, dedicated teams.
Store Manager
M's Bakery Ltd
Bournemouth
06.2021 - 11.2022
- Record expenses and payouts on Excel
- Train and mentor people daily and resolve any kind of issues
- Make sure that all company procedures, safety methods and requirements are met
- Kept contact with solicitors and made decisions about the company's future
- Bringing in new methods and resolutions to drive the company forward and more successful
- Keep in track and update daily the company's social media accounts
Assistant Manager/Store Manager
Domino's
Bristol
11.2019 - 06.2021
- Record and Analyse the performance of the shop in Excel on a daily basis
- Communicate with the team on all levels (Instores, Drivers, MIT's, Manager, Area Manager)
- Answer questions and queries from customers over the phone, email, and in person in a proffesional manner
- Completing payroll relevant documents including processing of new starters and leavers
- Keep daily records in compliance with food safety
- Ensure all safety drills and practices are properly enforced
- Train new employees on company processes and procedures, and follow up on them on a regular basis
- Coordinate schedules and assigne team members' shifts
Manager
Greggs
Bristol
06.2019 - 11.2019
- Sent the daily sales details to the head office and the managment by the company's webpage
- Kept daily records in compliance with food safety
- Contracts, health & safety documentation
- Solved any kind of issues immediately and the best way it was possible
- Trained new starters and provided their reviews
- Motivated my staff, and made sure they were happy and did their best at work
- Organised the Rota weekly used the available hours within the daily/weekly targets
Manager
M's bakery
Bournemouth
10.2018 - 06.2019
- Contracts, health & safety documentation
- Sent the daily sales details to the owners
- Keep daily records in compliance with food safety
- Solved any kind of issues immediately and the best way it was possible
- Maximized sales based on customer experience
- Made sure the customers were served in a fast and friendly manner
- Trained new starters and provided their reviews
- Motivated my staff, and made sure they were happy and did their best at work
Manager
Mr Pretzels UK Retail
Bristol
06.2016 - 05.2018
- Raised the monthly income by 20% in avarage (48% the highest)
- Recorded and Analysed the hourly income using Excel
- Sent the daily sales details to the head office used Excel
- Solved any kind of issues immediately and the best way it is possible
- Contracts, health & safety documentation, temperature, daily kitchen diary, cleaning documents
- Recruitment and provided training for employees
- Organised the rota
- Organised and controlled the team's daily workload
- Motivated my staff, and made sure they are happy and doing their best at work
VMSZ
05.2011 - 09.2011
- Several cities around Lake Balaton, Gave first aid to those who hurt
- Recorded the details and the circumstances of the accidents
- Carried out health and safety and security procedures
- Gave situation report to the dispatch by radio
Education
School Diploma - Law Enforcement
Vocational School of Technology
09.2008 - 05.2012
Skills
- Excellent leadership and management skills (management of workload, time and people)
- Highly organised and enthusiastic
- Capable of prioritise and carry out tasks accurately within deadlines
- Ability to problem solve and approach tasks in logical manner
- Ability to learn new tasks quickly
- Experienced in work in team as well as independently
- People oriented with friendly and polite manner
- Very patient with excellent listening and communication skills
- Training and scheduling in timely manner
- Operations and payroll
- Management
- Team Building
- Microsoft Excel
- Microsoft Word
- Lifeguard
Timeline
Inbound Customer Service Advisor
Nationwide Building Society
09.2023 - Current
Assistant Manager
Five Guys
11.2022 - Current
Store Manager
M's Bakery Ltd
06.2021 - 11.2022
Assistant Manager/Store Manager
Domino's
11.2019 - 06.2021
Manager
Greggs
06.2019 - 11.2019
Manager
M's bakery
10.2018 - 06.2019
Manager
Mr Pretzels UK Retail
06.2016 - 05.2018
VMSZ
05.2011 - 09.2011
School Diploma - Law Enforcement
Vocational School of Technology
09.2008 - 05.2012
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