Sofia Chowdry

People are the driving force behind every successful business. I'm a dynamic people manager with over 13 years of customer service experience. I'm passionate about tackling new challenges and have developed strong qualities such as excellent communication skills, effective management, and proficiency in critical and creative thinking.

As a people person, I excel in creating exceptional customer experiences and building strong connections with colleagues. With a proven track record in resolving complex issues, I have received numerous nominations for awards throughout my career, including the 'Customer Champion' award, voted by customers, and 'Colleague of the Year', voted by my peers.

Assistant Manager - Smashburger

(2024-05)

• Provide operational support to manage daily activities and oversee staff levels, delegating tasks based on individual strengths.
• Record inventory and supply levels, placing orders for low stock in the absence of the store manager.
• Managed people issues in a high pressure and fast paced environment, balancing team well being with the delivery of operational targets.
• Coach the leadership team to drive performance by setting clear expectations, providing regular feedback, and fostering a culture of accountability and continuous improvement.
• Monitor cash handling and prepare financial reports while analysing monthly trends and identifying growth opportunities.
• Conduct staff training and ensure compliance with new company learning initiatives, including first aid and food hygiene courses.
• Hold one-on-one meetings with team members to support performance, highlight their well-being and discuss development opportunities.
• Perform quality control spot checks on food and products sent to customers, as well as maintaining cleanliness in all areas, including the kitchen and dining space.
• Act as the first point of contact for customer complaints, striving to find amicable resolutions that leave customers satisfied.
• Managed end-to-end recruitment by sourcing candidates, conducting interviews, and maintaining candidate records for HR.
• Maintained accurate and confidential HR records in line with GDPR and internal data protection policies.
• Lead quarterly team meetings to update the team on policy changes and promotions.

Team Leader (secondment) - BT Group

(2023-11 - 2024-05)

• Systems and confidentiality- handled confidential team information and performance data responsibly, adhering to data protection policies.
• Used internal systems to track attendance, performance and employee engagement metrics, ensuring accurate and secure reporting.
• Supervised team members to ensure adherence to company policies and behaviours, whilst maintaining compliance with GDPR when handling personal information.
• Delivered clear, supportive guidance to team members during coaching sessions, return to work meetings, performance reviews and disciplinary meetings
• Organised and led team briefings to review team results and update members on new systems or procedures.
• Worked closely with senior managers, HR partners and operational leads to manage staffing, resolve issues and ensure a positive team environment.

EE Guide - BT Group

(2021-11 - 2023-11)

• Collaborating with various departments to find efficient resolutions for customer issues.
• Actively listened to and understood complex customer problems, demonstrating empathy in the resolution process.
• Accurately documented customer interactions and maintained records to ensure seamless communication among team members.
• Maintained professionalism to foster a positive customer experience

Team Leader - Smashburger

(2017-10 - 2021-11)

• Managed staff and daily operations while ensuring compliance with policies and health guidelines.
• Fostered a first contact resolution mindset to maintain high customer service standards.
• Completed inventory sheets after each shift for stock replenishment.
• Resolved staff conflicts to maintain a positive work environment.
• Reported end-of-night sales, analysing trends for potential growth.

GCSEs, GNVQ - Maths, English, Triple Science, RE, French, Health and Social Care - Alumwell Business & Enterprise College (2001-09 - 2010-05)