Monika Roman

I organise business trips for the employees of Kainos. My day to day tasks include flight and hotel reservations, train, taxi and bus bookings, managing car hires and car park arrangements. I support and help travellers in their visits to different parts of Europe for work purposes. I handle queries and travel request amendments ensuring the bookings are fully made and correct.

I run an online bookstore with books for children written in English for every age category. I co-operate with local nurseries, primary schools and children groups to promote an english from an early age as well as sell recommended books. I take care of my own marketing strategy, social media and website. My stock is chosen very carefully to attract potential customers and I represent very good customer service.

I managed high level escalations that reached Company CEO. I was empowered to first fix, own and fully resolve the query as quickly as possible without much lengthy involvement from other back office departments. I then assisted the customer with any further enquiries and support accordingly. The escalations I have taken all were fully sorted and I was able to gain positive feedback from the customers. The complaints that were delegated to me to handle required deep investigation and working under the pressure to deadline in order to report the satisfied outcome to the managers.

I dealt with customer enquiries by telephone and emails. I needed to ensure that the customer problem is brought up to a satisfactory conclusion. I collected and analysed data to monitor customer service level. I completed all administrative tasks and updated records on daily basis. I raised invoice queries and booked services for customers. I made follow-up calls to customers regarding their inquiries, complaints and orders. I re-directed phone calls and provided assistance and support to supply chain, contracts admin, credit control team, sales and depots. I logged inquiries on a database and encouraged customers to upgrade their services.

I managed large team (8-20 people) to serve high volume of customers on a daily basis. I expanded and evolved the retail standards and improved branding, merchandising and product development. I have increased spend per head and ensured bars point of sale are relevant to the audience and customer type. I effectively managed the bars and pre-show dining offering whilst at the same time I supported all hospitality departments and reviewed the pre-show dining experience. I have been delivering and monitoring appropriate changes, excellent service standards on a consistent basis with the specific focus on improving systems, staff training and meeting sales targets. I was responsible for payroll-staff files, staff reviews, Simply Personnel HR system, wages, new starters and leaver forms. I dealt with booking enquiries, timesheet, monitoring of staff holiday and availability, recruitment process, ordering and deliveries.

Before I became a Manager I have gained the knowledge and experience of gradually working as a waitress, sales coordinator, restaurant supervisor and an assistant manager since October 2009. As a sales coordinator and supervisor I was leading loyalty cards program, controlled labour spending, coordinated marketing and promotion tasks, participated in all local events to advertise the restaurant, supported charities, managing online booking system and staff training. I motivated the team and supervised daily operations.
Finally I took care of the whole restaurant in March 2012, reporting to the area manager and head office. I performed monthly costs analysis (P&L) and set up action required for next period. I defined strategic plan for restaurant including briefly sales activity plan. I forecasted targets and established budgets. Moreover my duties included: recruitment, payroll, arranging breakdown repairs, risk assessment, responses to audits, people management, periodical reviews, staff rota, deliveries and stock monitoring as well as managing expenses.