Arjay Figueroa

Shift Manager

Experienced retail and customer service leader with over 13 years of success across retail management, financial services, fraud prevention, and customer support. Currently working as a Shift Manager with Greggs, leading teams in a fast-paced retail environment while delivering excellent customer service, driving sales performance and maintaining high operational standards. Recognized for building motivated teams, solving problems under pressure and creating a positive customer service experience. A reliable and adaptable professional.

[email protected] 07534121051 London, UK
0+
Years experience
0
Skills
Work Experience
Customer Service Representative
iQor Philippines
Aug 2011 — Jul 2013Philippines
  • Supported customers with billing, account management and service enquiries.
  • Resolved issues efficiently while maintaining excellent customer service standards.
Customer Service & Sales Representative
Sutherland Global Services (AT&T)
Aug 2013 — Sep 2016Clark, Philippines
  • Provided technical support and account assistance to customers.
  • Recommended products and services based on customer needs.
  • Achieved individual sales and customer satisfaction targets.
FRAUD ANALYST & CUSTOMER SERVICE CITIBANK NA
Concentrix
Sep 2016 — Sep 2021Clark, Philippines
  • Investigated potentially fraudulent transactions and protected customer accounts.
  • Analysed account activity to minimise financial risk
  • Provided excellent customer service and supported clients with
  • fraud-related concerns.
  • Delivered sensitive customer support while adhering to strict compliance procedures.
  • Consistently met quality and productivity targets in a regulated environment.
CUSTOMER SERVICE ASSOCIATE EBAY UK
Ebay UK (Teletech)
Jul 2022 — Jan 2023London, UK
  • Provided exceptional customer support through telephone and online channels
  • Resolved account, delivery, and payment inquiries with efficiency and accuracy
  • Sustained high customer satisfaction by employing effective problem-solving techniques
  • Achieved demanding performance and quality targets through dedicated effort
Shift Manager
Greggs PLC
Mar 2023 — PresentCurrentLondon, UK
  • Lead day-to-day operations in a busy, high-volume retail environment.
  • Supervise, motivate and develop team members to deliver exceptional customer service.
  • Ensure compliance with food safety, health and safety, and company policies.
  • Manage cash reconciliation, banking procedures and stock control.
  • Monitor sales performance and support the team in achieving store targets.
  • Handle customer concerns professionally, resolving issues quickly while maintaining high service standards.
  • Support recruitment, onboarding and coaching of new colleagues.
  • Maintain excellent store presentation and operational efficiency throughout each shift.
Skills
Team Leadership & Staff developmentRetail OperationsCustomer service ExcellencePerformance ManagementKPI and Sales PerformanceCompliant ResolutionMicrosoft Office
Education
Associate Degree, Computer Science
Asian Institute of Science and Technology
2008 — 2010
References available upon request.
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