Shaza Dagash

Managed multiple projects simultaneously across both Agile and Waterfall methodologies, driving initiatives seamlessly from initial discovery phases through to final delivery. Managed project health and finances through rigorous budget tracking, maintenance of up-to-date RAID logs, and proactive removal of blockers to ensure project success. Delivered a high-impact AI email automation project for the Customer Contact Centre, reducing agent case-logging times from 15 minutes to 2 minutes and achieving a 98% efficiency rate. Led company's largest operational improvement initiative as Project Manager for major corporate rebrand.

Welcomed customers into a premium retail environment and used thoughtful questions to understand their tastes, lifestyle and fragrance preferences before providing personalised recommendations. Guided customers through the fragrance collection using storytelling, strong product knowledge and consultative selling, creating a distinctive luxury experience rather than a transactional sale. Adapted each consultation to the individual customer, including clients purchasing gifts or exploring unfamiliar fragrances, helping them make confident and considered purchasing decisions. Built rapport with local and international customers, creating positive brand experiences that encouraged loyalty, recommendations and repeat visits. Identified appropriate opportunities to introduce complementary products and collections, supporting sales while ensuring recommendations remained relevant to the client's needs. Represented Floraïku and Harrods with professionalism, discretion and strong personal presentation, consistently maintaining the standards expected within luxury retail. Maintained an immaculate counter and monitored product presentation throughout the day, ensuring visual merchandising remained aligned with brand expectations. Supported the wider team during busy periods and promotional activity, balancing several customers while ensuring each person received attentive and personalised service.

Served as the first point of contact for guests within a luxury hotel, creating a welcoming and professional experience from arrival through to departure. Managed check-ins, check-outs, reservations, payments and guest enquiries while balancing multiple demands during busy periods. Responded to guest concerns by listening carefully, taking ownership and coordinating an appropriate resolution, helping turn challenging situations into more positive experiences. Worked closely with housekeeping, food and beverage, events and management teams to resolve requests efficiently and provide a seamless guest experience. Used knowledge of the hotel and local area to provide tailored recommendations, supporting guests with dining, travel and general enquiries. Maintained accurate guest information and handled personal or payment details with discretion and confidentiality. Prioritised urgent requests without losing attention to other guests, demonstrating calmness, flexibility and professionalism under pressure.

Managed front-of-house service in a high-volume hospitality environment, allocating responsibilities and supporting staff to maintain efficient service during peak trading periods. Monitored the customer experience throughout each shift and stepped in when service issues arose, resolving concerns quickly and protecting customer satisfaction. Coached new and existing team members on communication, product knowledge and expected service standards, helping create a more confident and consistent team. Built relationships with regular customers by remembering preferences and providing friendly, attentive service, contributing to customer loyalty and repeat business. Managed staff rotas, cash reconciliation, stock monitoring and daily operational administration, helping ensure the venue remained organised and prepared for trading. Balanced customer satisfaction with commercial priorities by supporting upselling, reducing avoidable waste and ensuring the team understood daily expectations.

Led day-to-day restaurant operations in a fast-paced environment, coordinating front-of-house and kitchen teams to maintain service quality during busy periods. Set clear expectations at the beginning of shifts and allocated duties according to demand, helping improve organisation and ensure customers were served efficiently. Managed customer complaints by listening to the issue, identifying a fair solution and following up appropriately, helping restore customer confidence. Trained and supported team members in customer service, food safety and operational procedures, improving consistency across shifts. Monitored stock, cash handling, till reconciliation, staffing and shift performance, ensuring company procedures were followed accurately. Responded to unexpected staffing or service pressures by adjusting rotas and redistributing responsibilities, allowing the restaurant to continue operating effectively. Encouraged the team to identify appropriate upselling opportunities while keeping the customer's needs at the centre of the interaction.

Represented BlackBerry at retail locations and promotional events, approaching customers confidently and creating positive first impressions of the brand. Identified that customers had different levels of technical knowledge, so adjusted product demonstrations and explained features in clear, benefit-led language. Used open questions to understand customer priorities and matched relevant product features to their needs, supporting stronger interest and purchasing decisions. Proactively engaged passing customers and demonstrated products in an approachable way, increasing awareness and generating sales opportunities for the wider retail team. Responded to product questions accurately and professionally, helping customers feel more confident when considering the brand. Gathered customer feedback and shared recurring questions with colleagues, helping the team refine its promotional approach. Maintained professional presentation, energy and brand knowledge throughout long and busy promotional shifts.