Nusratja jahan Nila

Customer-focused and reliable professional with experience in retail and front-of-house roles, currently working as a Shift Manager at Greggs. Proven ability to lead teams, deliver excellent customer service, and manage daily operations in fast-paced environments. Skilled in handling customer enquiries, resolving issues, and maintaining high standards of cleanliness, safety, and presentation.

Previous experience as a Receptionist at Dream Beauty Studio, with strong organisational, communication, and administrative skills. Committed to creating positive customer experiences and contributing to team success.

Shift Manager - Greggs, UK - South Clark Street, Edinburgh, UK

(2024-03)

• Lead, inspire, and motivate team members to deliver high standards of customer service and shop performance.
• Ensure a consistently positive customer experience across in-store, online, and other sales channels.
• Supervise daily operations, including product preparation, stock management, and shop presentation.
• Handle customer queries and resolve complaints efficiently and professionally.
• Support team development by providing coaching, guidance, and performance feedback.
• Promote a positive, inclusive, and collaborative working environment.
• Maintain cleanliness, organisation, and visual standards throughout each shift.
• Ensure full compliance with health & safety regulations and food safety standards.

Receptionist - Dream Beauty Studio - Aberdeen, UK

(2022-05 - 2024-03)

• Greeted and welcomed clients in a professional, friendly manner, creating a positive first impression.
• Managed appointment bookings using scheduling software, ensuring accuracy and preventing conflicts.
• Maintained and updated client records in line with data accuracy standards.
• Processed payments, operated POS systems, issued receipts, and balanced daily takings.
• Promoted services, special offers, and loyalty programmes to support business growth.
• Delivered high-quality customer service, ensuring a smooth and efficient client experience.
• Provided clear information about treatments and products, responding to client enquiries effectively.
• Handled customer concerns and reported incidents appropriately, maintaining a safe and professional environment.

L.L.B (Hon's) - Daffodil International University, Bangladesh (2022)

HSC (Higher Secondary Certificate) - Hazi Misir Ali College, Dhaka Board, Bangladesh (2015)