Marcarla Miller-lafferty

Experienced retail and hospitality manager with customer service expertise and the "Know-how" to make a retail experience that is more personal. With proven track record of exceeding KPI's on a regular basis, ability to not only meet customer demand and requirements but those of an employer also.

Manager - ZARA - London

(2025-08)

• Managing the business
• KPI
• PNI
• Rota
• Holidays
• Microsoft Excel
• Training new starters
• HR

Manager - Sainsbury's - Potters Bar, Hertfordshire

(2024-10 - 2025-11)

• Managing the business
• Customer service
• KPI
• PNI
• Rota
• Holiday's
• Microsoft Excel
• Training new starters
• HR

Shop Manager - Wenzel's the Bakers - Hertfordshire

(2024-12 - 2025-08)

• Managing the business
• KPI
• PNI
• Rota
• Holidays
• Microsoft Excel
• Training new starters
• HR

Branch Manager - capital Cash Ltd - Waltham Cross

(2020-08 - 2024-09)

• Managing the business
• Pawnbroking
• KPI
• PNI
• Rota
• Holidays
• Microsoft Excel
• Training new starters
• HR
• Training staff on pawnbroking

HR Manager - St giles - London, Greater London

(2018-07 - 2020-05)

• Staff engagement
• emails
• check cv
• general HR duties
• CIPD level 5

Reservation Agent - St. Giles Hotel - London

(2018-07 - 2018-08)

• Customer engagement
• opera system
• emails
• bookings
• general office work

Shop Manager - Simmons Bakery - London, Greater London

(2017-04 - 2018-07)

• customer engagement
• Teamwork
• individual judgement calls
• providing customer aid and assistance
• cash handing
• training of new recruits
• employing new recruits
• staffing
• holidays
• rotas
• ordering
• Keep the premises presentable and welcoming

Shop manager - Victoria Bakery - Barnet

(2016-06 - 2017-04)

As a shop manager my daily workload consists of the following

• Customer engagement
• Teamwork
• Individual judgement calls
• Providing customer aid and assistance
• Cash handling
• Training of new recruits
• Food hygiene
• Staffing
• holidays
• Keeping the premises presentable and welcoming

Deputy manager - William Hill - Whetstone, Hertfordshire, UK

(2012-06 - 2016-06)

As a deputy shop manager my daily workload consists of the following

• Customer engagement
• Teamwork
• Individual calls
• Providing Customer aid and assistance
• Cash handling
• Adhering to laws and regulation (Think 21 etc)
• The training of new recruits
• Keeping the premises presentable and welcoming
• Producing daily reports and feeding back information to management regarding profit/loss, cash held on site etc.

Shop manager - Thames bookmakers plc - Enfield, Middlesex, UK

(2004-08 - 2012-02)

A role very similar to the tasks described above. I was a shop manager for an independent bookmakers so here there was a greater push to maximise profit and turnover and to draw in business from the bigger rivals. I did this through marketing the shop effectively in the window displays and offering room hands-on approach to each and every customer in a bid to retain their custom.

A-Level or equivalent