Marwa Shamou

Promoted to Supervisor after 5 months in recognition of strong performance. Memorised foundational knowledge of the tasting notes of 5 distinctive coffee beans (place of origin, tasting notes, time of discovery) and developing a personal system to promote the purchase of these beans. Proficient in expression machine operation, ensuring the delivery of high-quality coffee beverages. Average amount of time spent making beverages: 1.36 seconds. Appointed with the responsibility of knowing 35+ beverage recipes alongside the frequently introduced limited seasonal drinks. Maintained the responsibility of managing financial records of profit made weekly, till operation and cash management. Provided the required evidence and records of mandatory regulations and legal obligations of the franchise store (Trail). Trained and onboarded 6+ new team members, supporting team development and performance. Responsible for shift operations including team supervision, customer service, and financial management; exemplified leadership by coordinating staff inspections to secure a 5-star EHO hygiene rating. Handle customer queries and complaints, ensuring high service standards are maintained (exceptional service is evidenced in several google reviews mentioning specifically me). Directed and contributed to marketing initiatives including TikTok campaigns and influencer outreach.

Provided daily communication with clients, offering updates and legal advice on matters such as Will execution with supervision and guidance, lease drafting related to sale of properties and labour disputes. Successfully contributed to an adjournment request for a divorce case following complications that delayed proceedings for over a year, thus gaining experience in handling unforeseen legal challenges. consisted of paralegal work; drafting and submitting portfolios and summaries of cases and assisted civil lawyers in developing defences against judicial review challenges arising from Home Office decisions.

Delivered personalised beauty consultations and full-face make-up applications, consistently receiving positive customer feedback and repeat clientele, aiding me to regularly exceed commission-based sales targets. Consistently met sale targets, achieving 100% + of KPI's; Followed merchandising guidelines and ensured constant shelf product availability to maintain high organisational stands of the store. Demonstrated initiative in supporting team sales performance and maintaining high service standards across the shop floor, contributing to a 10-15% uplift in daily sales during peak trading periods. Maximised revenue by proactively recommending complementary products based on customer needs, using effective communication and insights gained from earlier interactions.

Delivered personalised 'white glove' service prioritising providing the customer with experience rather than mere transactions. Executed by providing in-depth fragrance consultations tailored to individual preferences and occasions; achieving 110-125% of monthly KPI's through strong product knowledge. Built and maintained a portfolio of respected clients through personalised outreach, follow-ups and special event invitations; contributing to high repeat customer rates and strong brand loyalty. Evidenced by customers referring me as their associate to their connections. Demonstrated expertise in luxury product storytelling, confidently communicating fragrance notes, brand identity and heritage, products materials and craftmanship and exclusivity to drive purchase decisions. Operated POS systems accurately, manage inventory and follow all luxury-specific company policies and procedures.

Provided daily communication with customers, offering updates such as current promotions and reiterated information and advised on exchange guidelines, payment policies and security policies on. Successfully managed on a day-to-day basis business operation which would include selling various in-house Wilkinson products by explaining unique features and occasionally demonstrating the application of products. Created attractive product displays to increase customer interactions and experiences, boost sales, and generate good reviews.