Team Leader - Tesco Stores Ltd. - Baird Avenue, Dundee
(2025-10)
In my day-to-day role as a Team Leader, I support colleagues through clear communication, patient guidance, and consistent one-to-one coaching. I monitor wellbeing and performance, respond sensitively to personal or behavioural concerns, and create a positive, inclusive environment where individuals feel valued and supported. I stay calm under pressure, encourage open conversations, and build trust through active listening.
I adapt my approach to suit unique needs and circumstances, maintain confidentiality, and work closely with other leaders to ensure colleagues receive consistent, joined-up support.
- Progressed quickly into a leadership role, demonstrating strong people skills, emotional intelligence, and a natural ability to support and guide others.
- Completed a nine-week placement focused on coaching, communication, and people development — strengthening skills essential for providing compassionate, person-centred support.
- Led a team of thirteen new colleagues, offering patient, structured coaching to help them build confidence, develop essential skills, and overcome challenges.
- Provided ongoing one-to-one support, adapting communication and guidance to individual needs, learning styles, and personal circumstances — mirroring the personalised approach required in care settings.
- Managed sensitive wellbeing and behavioural issues with empathy, fairness, and professionalism, ensuring individuals felt supported while maintaining a safe and respectful environment.
- Built a positive, inclusive team culture where everyone felt valued, listened to, and able to succeed, promoting emotional wellbeing and psychological safety.
- Demonstrated calm, clear communication in high-pressure situations, helping colleagues feel reassured and supported during difficult moments.
- Encouraged open conversations, active listening, and trust-building, creating a supportive environment where individuals felt comfortable raising concerns or asking for help.
- Ensured high standards were consistently met by monitoring performance, offering constructive feedback, and providing additional support where needed.
- Collaborated with other leaders and teams, sharing best practice and ensuring individuals received consistent, joined-up support.
- Maintained confidentiality and managed sensitive information appropriately, showing strong awareness of safeguarding principles and professional boundaries.
- Recognised achievements and progress, boosting confidence and morale while helping individuals feel valued and motivated.
- Adapted working arrangements and support approaches to meet personal, cultural, and religious needs, ensuring fairness, dignity, and respect for all.
Customer Service Manager - Tesco Stores Ltd. - Baird Avenue, Dundee
(2025-01 - 2025-10)
As the first point of contact for customers reaching out to Tesco via phone or SM, I consistently deliver exceptional service and exceed performance targets across productivity, quality, and customer satisfaction metrics. I have played a key role in developing and maintaining a comprehensive team knowledge base, fostering collaboration and continuous improvement. My experience spans multiple business areas, where I have consistently achieved high levels of customer satisfaction.
I am known for being a reliable and knowledgeable team player, offering strong support and contributing to a positive team culture. I am deeply committed to retaining customer loyalty and delivering world-class service by:
- Listening actively to understand customer concerns and responding with empathy and precision
- Using initiative to make swift, effective decisions, offering realistic solutions and a range of options
- Thoroughly investigating complaints, addressing every issue with care and attention
- Taking full ownership of the customer journey, ensuring complete resolution and follow-up
- Treating each customer as an individual, tailoring responses to meet their unique needs
- Applying multi-skilled expertise to resolve issues confidently across various business areas
- Managing my workload efficiently to ensure timely responses
- Building strong relationships with key stakeholders to secure the best outcomes for customers
- Challenging behaviours that fall short of our values, upholding a culture of integrity and respect
Coffee Shop Manager - Henrys Coffee House - Dundee
(2024-08 - 2025-01)
I was excited to be returning to Henry's Coffee House, where I previously progressed from Barista to Store Manager. Having gained valuable experience in customer service, team leadership, and daily operations, I looked forward to bringing that knowledge back to the team. I am passionate about creating a welcoming environment, delivering high-quality service, and supporting colleagues to ensure smooth and successful store performance.
- Barista Expertise Crafting high-quality coffee and beverages to brand standards, including espresso-based drinks, teas, and specialty items.
- Customer Service Excellence Providing friendly, attentive service that creates memorable experiences and encourages repeat visits.
- Food Preparation Making and presenting hot and cold foods such as sandwiches, paninis, and toasties with attention to hygiene and presentation.
- Cash Handling & Till Operation Accurately processing transactions and maintaining a smooth checkout experience.
- Cleanliness & Hygiene Maintaining a tidy environment, cleaning tables, using dishwashers, and following food safety regulations.
- Stock Management Replenishing fridges and displays, rotating stock, and ensuring product availability.
- Teamwork & Collaboration Working effectively with colleagues in a fast-paced setting, supporting each other to meet daily goals.
- Product Knowledge Understanding menu items and ingredients to confidently answer customer questions and offer recommendations.
- Adaptability & Initiative Staying calm under pressure, thinking on your feet, and solving problems quickly during busy periods.
- Positive Attitude & Reliability
Care Assistant - Prestige Nursing & Care - Dundee
(2024-01 - 2024-11)
During my role as a Care Assistant with Prestige Nursing & Care, I provide compassionate, person-centred support to individuals across Dundee in the comfort of their own homes. My responsibilities include assisting with personal care, moving and handling, administering medication, meal preparation, and domestic tasks. I work collaboratively with healthcare professionals to ensure the best possible outcomes for each client, always placing their needs and wellbeing at the heart of everything I do.
In this field, it is vital to assess situations swiftly and effectively while remaining calm, empathetic, and focused on delivering high-quality care.
- Person-Centred Care Delivering tailored support that respects each client's individual needs, preferences, and dignity.
- Compassion & Empathy Building genuine relationships and offering emotional support to clients and their families.
- Personal Care Proficiency Assisting with bathing, dressing, toileting, and hygiene in a respectful and professional manner.
- Medication Support Administering or prompting medication safely and accurately, following care plans.
- Mobility & Handling Safely supporting clients with mobility needs, including use of equipment and manual handling techniques.
- Meal Preparation & Domestic Tasks Preparing nutritious meals and maintaining a clean, safe home environment.
- Communication Skills Listening actively, speaking clearly, and documenting care accurately for team coordination.
- Team Collaboration Working closely with healthcare professionals and colleagues to ensure holistic care.
- Adaptability & Initiative Responding calmly and effectively to changing situations, making quick decisions when needed.
- Time Management Organizing tasks efficiently to meet care schedules and respond promptly to client needs.
- Professional Integrity Upholding confidentiality, safeguarding policies, and challenging behaviours that do not align with care values.
- Driving & Reliability Being a dependable team member—especially important for roles requiring travel between clients.
Professional Live-in Carer - The Good Care Group - Dundee
(2023-09 - 2024-01)
I had a truly rewarding experience working in live-in care, supporting clients in the comfort of their own homes surrounded by their loved ones. Providing round-the-clock, one-to-one care allowed me to meet their personal, mental, social, and physical needs in a deeply meaningful way. Witnessing even the smallest improvements or a simple smile made the work incredibly fulfilling.
During my time with The Good Care Group, I delivered high-quality, person-centred care, assisted with meal preparation, household tasks, and personal care routines. I also took responsibility for ordering and administering medication and collaborated closely with a multidisciplinary team—including fellow carers, palliative district nurses, doctors, and my care manager—to ensure the best possible outcomes for each client.
- Compassion & Empathy: Building genuine relationships with clients, offering emotional support and companionship.
- Person-Centred Care: Tailoring care to meet individual needs, including those with complex conditions like dementia, Parkinson's, or physical disabilities.
- Clinical Awareness: Supporting nurse-led care plans, monitoring health conditions, and collaborating with healthcare professionals.
- Personal Care Expertise: Assisting with hygiene, dressing, mobility, and medication administration.
- Communication Skills: Listening actively, responding sensitively, and maintaining clear communication with clients, families, and team members.
- Adaptability & Initiative: Making quick, informed decisions to resolve issues and improve client outcomes.
- Team Collaboration: Sharing knowledge across the team and supporting colleagues to maintain high standards of care.
- Time Management: Managing workloads efficiently to ensure timely and thorough care delivery.
- Professional Integrity: Upholding Prestige's values by challenging inappropriate behaviours and advocating for clients' best interests.
Coffee Shop Barista - Henrys Coffee House - Dundee
(2022-08 - 2025-01)
I began my journey at Henry's Coffee House as a Barista, where my dedication and strong work ethic quickly earned recognition, leading to promotions first to Supervisor and then to Store Manager. In my managerial role, I oversaw all aspects of daily operations, including customer service excellence, quality control, inventory management, and staff scheduling and training. I ensured full compliance with health and safety regulations and maintained a clean, organised, and welcoming environment throughout the coffee house.
My leadership focused on fostering a positive team culture while consistently delivering high standards of service and product quality.
- Barista Expertise Crafting high-quality coffee and beverages to brand standards, including espresso-based drinks, teas, and specialty items.
- Customer Service Excellence Providing friendly, attentive service that creates memorable experiences and encourages repeat visits.
- Food Preparation Making and presenting hot and cold foods such as sandwiches, paninis, and toasties with attention to hygiene and presentation.
- Cash Handling & Till Operation Accurately processing transactions and maintaining a smooth checkout experience.
- Cleanliness & Hygiene Maintaining a tidy environment, cleaning tables, using dishwashers, and following food safety regulations.
- Stock Management Replenishing fridges and displays, rotating stock, and ensuring product availability.
- Teamwork & Collaboration Working effectively with colleagues in a fast-paced setting, supporting each other to meet daily goals.
- Product Knowledge Understanding menu items and ingredients to confidently answer customer questions and offer recommendations.
- Adaptability & Initiative Staying calm under pressure, thinking on your feet, and solving problems quickly during busy periods.
- Positive Attitude & Reliability
