Layla Henderson-Snow

• At DB Dental, I began my career in reception, where I managed appointment bookings, patient enquiries, and front-office administration using D4W medical software. This role strengthened my communication, organisation, and customer service skills in a busy healthcare setting. I later progressed to Dental Assistant, supporting dentists in a wide range of treatments and procedures. My responsibilities included chairside assistance, sterilisation of instruments, maintaining accurate patient records, and ensuring compliance with infection-control protocols. This experience gave me strong attention to detail, adaptability, and the ability to perform under pressure, while also enhancing my proficiency with both administrative systems and clinical support. These transferable skills have equipped me to deliver excellent service and manage complex tasks in customer-focused industries.

As a Customer Service Assistant at The Reject Shop, I gained hands-on experience in delivering exceptional customer service within a fast-paced retail environment. My responsibilities included assisting customers with enquiries, processing transactions accurately, and maintaining store presentation and merchandising standards. I developed strong skills in communication, teamwork, and conflict resolution by working with diverse customers and supporting colleagues during busy trading periods. The role also required attention to detail in handling cash and EFTPOS payments, stock control, and ensuring compliance with workplace health and safety procedures. This experience strengthened my ability to work efficiently under pressure, provide positive customer experiences, and adapt to the needs of a dynamic retail setting.

At Cold Rock Ice Creamery, I progressed from Customer Service Assistant to Manager, gaining valuable experience in both frontline service and team leadership. As a Customer Service Assistant, I delivered high-quality customer experiences by handling orders efficiently, managing cash and EFTPOS transactions, and maintaining a clean and welcoming store environment. I developed strong communication and conflict-resolution skills through regular customer interaction.

In my role as Manager, I took on responsibility for staff supervision, training, and rostering, while also overseeing stock control, store presentation, and daily cash reconciliation. I learned to manage competing priorities, resolve issues quickly, and ensure smooth day-to-day operations. These roles strengthened my leadership, problem-solving, and organisational abilities, while reinforcing my commitment to excellent customer service.