Bethan Mackriell
Sydney,NSW
Summary
Experienced and reliable retail Team Manager with 10 years of experience working in customer service within the grocery sector, including managing a busy cafe within a large store. I have a successful history leading and motivating staff members to exceed goals. I achieved significant improvements in customer satisfaction at Waitrose & Partners by championing a customer-centric approach to employee feedback and led successful process enhancements, notably in food safety and e-commerce operations. I offer a passion to deliver excellence in all I do and I am committed to creating a unique and memorable customer experience to support customer satisfaction and retention.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Manager
Waitrose & Partners
10.2021 - 05.2024
- Developed a high-performing team by recruiting, coaching and developing top talent, providing ongoing training, and fostering a positive work environment.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines, in particular focusing of food safety and hygiene.
- Promoted customer-centric approach as part of a team working at a regional level, increasing overall customer service satisfaction metrics regionally.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives, delivering an incredibly successful Christmas trading period in 2023.
- Championed process changes and improvements within the store by leading internal change initiatives, simultaneously managing employee concerns and business objectives.
- Experience managing various areas of the company's retail operation across three store locations, including retail, customer experience, compliance and food service & hospitality
Team Leader
Waitrose & Partners
06.2019 - 10.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths.
- Supported Team Managers to improve key performance metrics relating to food safety within the store.
- Role modelled the brand's exceptional customer service standards, and coached and developed others to promote a consistent approach to customer service.
- Implemented and led a small e-commerce operation to support peak trade requirements during COVID.
Supermarket Assistant
Waitrose & Partners
09.2014 - 06.2019
- Enhanced customer satisfaction by providing prompt and friendly service at the checkout.
- Streamlined product restocking, ensuring shelves remained full and visually appealing for customers.
- Assisted in the training of new employees, sharing best practices and helping them acclimate to their roles quickly.
- Maintained a clean and organized store environment, contributing to an enjoyable shopping experience.
Education
Master of Science - Supply Chain Management
Cranfield University
UK09.2020
Bachelor of Arts - Geography
University of Nottingham
UK07.2019
Skills
- Customer Focus and Customer Service
- Employee Scheduling and Workforce Planning
- Teamwork and Collaboration
- Strategic Planning
- Human Resources Management
- Organizational Skills
- Effective Communication
- Adaptability and Flexibility
- Relationship Building
- Interpersonal Skills
- Employee Performance Management and Development
Certification
Level 3 Food Safety & Hygiene (UK)
Personal Licence Holder (UK)
SITHFAB025 Prepare and serve espresso coffee
SITXFSA005 Use hygienic practices for food safety
Hobbies
My interests include spending time outdoors, walking and hiking. I also love travel, exploring new places and reading
Timeline
Team Manager
Waitrose & Partners
10.2021 - 05.2024
Team Leader
Waitrose & Partners
06.2019 - 10.2021
Supermarket Assistant
Waitrose & Partners
09.2014 - 06.2019
Level 3 Food Safety & Hygiene (UK)
Personal Licence Holder (UK)
SITHFAB025 Prepare and serve espresso coffee
SITXFSA005 Use hygienic practices for food safety
Master of Science - Supply Chain Management
Cranfield University
Bachelor of Arts - Geography
University of Nottingham
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