Bhawna Bhau

Responsible for keyholder duties, including opening and closing the store and completing daily cash reconciliation Acting as Duty Manager in the absence of the Store Manager and Assistant Manager Leading daily team deployment, stock replenishment and floor operations ➤ Delivering personalised styling and a high standard of customer service, including complaint resolution ➤ Maintaining visual merchandising, virtual standards and processing Click & Collect and courier orders

Store manager of two Italian greengrocer branches in Edinburgh & Linlithgow Managed operations across two retail locations, leading a team of seven staff Set staff rotas and sales targets, driving team performance and customer satisfaction Oversaw stock control, ordering, online sales and in-store presentation Handled daily cash reconciliation and resolved customer queries and complaints

Delivered a professional front-of-house service from reservation to departure ➤ Managed guest communications, bookings, check-in/out and payment processing ➤ Handled guest queries and complaints promptly and professionally ➤ Coordinated with housekeeping and maintenance to ensure guest requests were fulfilled efficiently ➤ Supported night security procedures and breakfast service operations

Answering calls from customers (or their financial advisors) and providing information regarding their pension plans and options for withdrawal Processing pension withdrawal applications and reviewing documentation to ensure accuracy and completeness ➤ Investigation and resolution of customer complaints

➤ Processing client business and holiday visa applications Reviewing applications to ensure completed in line with requirements Accompanying clients to embassy appointments Collecting passports from embassy and sending to clients within SLAs ➤ Compiling and uploading files into company records management system