Sreelakshmi Jeena Ravendran
Kozhikode
Summary
Dynamic team leader with a proven track record at Tesco Superstore, achieving a CSAT rating above 90%. Skilled in escalation handling and team management, I excel in optimizing processes and enhancing customer service. Passionate about training and mentoring, I foster collaboration to drive operational success and client retention.
Overview
3
3
years of professional experience
Work History
Team Leader / Team Colleague
Tesco Superstore
Liverpool
12.2024 - 02.2026
- Successfully resolved escalated customer complaints, consistently maintaining a CSAT rating above 90%.
- Led, coached, and motivated a diverse team of 15+ colleagues to meet daily operational KPIs.
- Conducted data-driven analysis of operational reports to optimize processes and store efficiency.
- Managed daily operations ensuring strict compliance with corporate policies and customer service standards.
- Trained and mentored new team members on company policies and procedures.
- Resolved customer inquiries and complaints to enhance service quality.
- Maintained a positive work environment that promoted collaboration between team members.
Customer Team Member / Barista
SSP Starbucks (John Lennon Airport)
Liverpool
06.2024 - 12.2024
- Delivered exceptional, fast-paced customer service in a high-traffic airport environment, enhancing brand loyalty.
- Proactively identified customer needs, addressed inquiries efficiently, and maintained quality standards under pressure.
- Collaborated closely with team members to streamline workflow, minimize service delays, and improve customer journey.
Customer Team Member
Co-operative Food Store
London
11.2022 - 05.2024
- Handled point-of-sale (POS) transactions and resolved complex customer inquiries and grievances, contributing to improved customer retention.
- Trained and mentored 5+ new team members on customer service best practices and internal processes to enhance team effectiveness.
- Contributed to local customer engagement initiatives, fostering rapport and enhancing local brand loyalty.
Education
Master of Business Administration - Strategic Management, Operations Strategy, Business Analytics, Relationship Management
Roehampton University
London, UK01-2024
Diploma - Advance Excel
GTEC
Perambra07-2026
Skills
- Team Management
- Team leadership
- Training and mentoring
- Stakeholder Engagement
- Customer relationship management
- CRM
- Client Retention
- Escalation Handling
- Process Optimization
- KPI Tracking
- Data-Driven Analysis
- Customer support
- Bilingual Communication
- Workforce Planning
Languages
Full Professional Proficiency, Native Proficiency, Professional Working Proficiency
Core Competencies
Escalation Handling, CRM, Client Retention, Multilingual Support, Stakeholder Engagement, Team Management, KPI Tracking, Data-Driven Analysis, Process Optimization
Languages
English
Proficient (C2)
C2
Malayalam
Native
Native
Tamil
Proficient (C2)
C2
Timeline
Team Leader / Team Colleague
Tesco Superstore
12.2024 - 02.2026
Customer Team Member / Barista
SSP Starbucks (John Lennon Airport)
06.2024 - 12.2024
Customer Team Member
Co-operative Food Store
11.2022 - 05.2024
Master of Business Administration - Strategic Management, Operations Strategy, Business Analytics, Relationship Management
Roehampton University
Diploma - Advance Excel
GTEC