George Takla

Experience

• 

  Orient Gate

  Aug 2003 - Jan 2010

  Duty Manager

  Implemented continuous commercial decisions and strategies to maximise profitability and deliver VS LYR figures.• Supported my team to achieve their targets by delegating tasks efficiently and by being flexible to step in when required.• Successfully built rapport with regular customers while exerting every effort to increase footfall and increase customer database.• Continuous on the job coaching and training for sales staff which increased product knowledge and sharpened their sales skills to improve profitability.Provided constructive feedback and performance evaluation regularly and kept the vision of the organisation well communicated, so teams can deliver against feasible and tangible targets.• Staff recruitment and training and making them feel engaged and part of the team. Spotting talents and train them to reach their maximum potential.• Managed daily operations and maintained the visual merchandise standards while making sure that Standard Operational Procedures are adhered to. • Driven customer feedback and improved store Net Promoter Score by holding regular meetings to discuss feasible ways for improvements and related staff training.• Communicating results to stake holders in a simple and professional manner. Show less

• 

  Marks and Spencer

  Oct 2013 - Oct 2019

  Customer Service

  Creating an exceptional customer experience by always putting the customer at the heart of everything I do. Using the knowledge of products and services to confidently engage with customers to maximise selling opportunities. Delivering excellent standards of product presentation and availability. Understanding the store priorities and contribute to improve the store performance. Protecting profit by working productively and minimise losses throughout the store. Actively supporting my colleagues by working flexibly across the store to meet customer needs. Responsibility for the daily operations of the café; till operations and cash handling, setting up coffee machines and grinders, making coffees, preparing food in the kitchen, cleaning and clearing the table in an efficient and timely manner, stock take, stock enquiries, setting up and closing the café.Achievements• Star of the Month Award in August 2016.• Spotlight Star of the Week (National Customer Service Week) October 2016.• I have been mentioned by customers for 84 times for exceptional customer service since August 2016. I was the only person to achieve this number in the store.• Nominated to be the Café Service Champion, for the excellent contribution of increased customer satisfaction.• Achieved the bonus related to customer satisfaction for 6 quarters in a raw.• Suggested ways to increase productivity in the Pod, which resulted in the decrease of waiting time for customers.• Suggested ways to reduce waste on coffee shots, resulted by 10% decrease in coffee shots wastage.• I was chosen to train my colleague on enhancing and speeding the customer payment experience, which is recently implemented by Marks and Spencer. Show less

• 

  Costa Coffee

  Oct 2019 - Jun 2021

  Assistant Store Manager

  Leading a team of 6+ in a very busy environment. Delegating tasks in a professional and timely fashion to ensure smooth running of the shifts on daily basis. Monitor the shifts closely to ensure that everyone is adhering to the correct policies and procedures. Performing mock health and safety checks regularly to ensure safe and healthy environment to our customers. Conducting stock takes on weekly basis to keep stock levels correct and minimising losses. Motivating staff through effective leadership techniques to guarantee that the team is hitting the store targets and operational requirements. Conducting and suggesting relevant training to staff members when needed to ensure that the right service is delivered to our customers. Handling difficult customers efficiently to ensure the customer’s loyalty is maintained. Ordering the required stock for the store on daily basis to increase stock availability to our customers so they can get the ranges they love daily. Change ordering on weekly basis, in addition to floating in and cashing out on daily basis. Maintain exceptional product standards and availability at all times. Producing top end quality drinks to the company’s standards and keeping our customers happy at all times. Preparing rotas for a month in advance to ensure the correct availability of Baristas to meat the operations needs of our store. Dealing with maintenance in an an efficient manner to keep the store assets working to the required standards. Last and not least, giving exceptional customer service every time to our customers. Show less

• 

  Co-op

  Jul 2021 - May 2023

  Team Leader

  Engaging my team inclusively through clear and concise communications. Always making sure that my store is setup to deliver a great experience for our colleagues, members and customers. Using our Co- op behaviours to deliver our legal and operational standards everyday, and in the absence of the Store Manager, I will take responsibility for managing the team and the store.Some of the duties and responsibilities as a Team Leader are as follow:1) Be the duty manager on my shift, running all store operations.2) Commercial awareness and profit maximising to drive the Coop sales and hit the weekly target.3) Working to support the community and charities at every opportunity.4) Leading the staff to deliver the best customer service and lead by example.5) Staff training and development to allow them to grow on the personal and professional level.6) Implementing promotional changes and planograms on weekly basis to ensure profit maximisation.7) Rota planning to ensure staff availability at all times, while keeping the labour costs within budget.8) Waste control.9) Stock taking10) Achieving store operational standards and gaps scanning, to ensure product availability to our customers. Show less

• 

  H&T Group plc

  Jun 2023 - now

  • Relationship Building: Cultivated strong relationships with customers enhancing collaboration and securing customers loyalty due to outstanding customer service.• Mentorship: Implemented a mentorship program that supported the professional growth of team members, with majority reporting significant skill improvements.• Operational Management: Thrived in a high-pressure environment, consistently meeting deadlines and try to exceed performance targets by at least 20%.• Adaptability: Demonstrated flexibility among the business by demonstrating high flexibility while covering other stores in my area. Show less

  • Branch Manager

    Apr 2024 - now

  • Deputy Manager

    Jun 2023 - Mar 2024