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Customer Service Manager

Merseyside, L7 8TF, United Kingdom
November 27, 2017

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Gemma Hannon

*** **** **** ********* ** *TF


Personal Profile

Exceptional communication skills and leadership experience in diverse working environments, developed throughout my career as retail manager and volunteer tutor. Excellent communication and customer service skills with a strong customer ethos. Professional with a person-centred approach, customers and service users are at the heart of everything I do. Track record of meeting outcomes and delivering great results with a successful, well trained, and highly motivated team which was rated as best in the region. Possessing a flexible approach to work and willing to work any hours to meet company need, I am happy to undertake any training as deemed necessary.


Exceptional performance management - sales, wages and waste of my department consistently number one within region

First supervisor to achieve promotion through company scheme within large international company

Selected by senior management to oversee implementation of new store opening

Chosen to oversee recruitment, induction and training of 25 new staff members

Created expansion of department due to my successful performance management in terms of increasing sales

Key Skills

Excellent spoken and written communication skills

The ability to use office equipment like computers, photocopiers and fax machines

Organisational skills

Hardworking and passionate about performing and delivering to the highest standards, and exceeding KPIs

People management skills that encourages staff to deliver high performance through all aspects of training

Knowledge of HR processes, policies and procedures

Experienced in managing a variety of retail departments

Confident, with a keen eye for detail and enjoys learning new things and tactfully challenging upwards

Effective decision making on the shop floor and when handling grievances with sensitivity

Health and safety knowledge engaged for the good of all colleagues and customers

Career History

2016 – Present Duty Manager Screwfix

Key Holder

Opening And closing premises

Customer service supervisor

Meeting sales targets within departments

Cashing up at the end of the day and responsible for putting money into the store safe

Overseeing all online deliveries are correct

2015 – 2016 Volunteer Receptionist / IT Tutor Kensington Learning Centre

Greeting visitors and directing them to the correct person or department

Managing the visitors book and giving out security passes

Answering enquiries in person, by phone and email

Managing a room booking system and keeping rooms tidy

Dealing with incoming and outgoing post and deliveries

Arranging appointments and updating records on databases

Taking payments and handling invoices

Supporting adult learners of various abilities in group settings

Supporting learners with online job searching techniques, email alerts, applying online etc

Supporting learners with CV and cover letter production

Signposting learners to recruitments agencies and supporting application and registration processes

2008 – 2014 Retail Manager Asda, Liverpool

Monitoring branch / department sales through Regional Management Information

Liaising with product managers regarding product levels and ranges

Overseeing branch orders, deliveries and stock replenishment, dealing with discrepancies as necessary

Overseeing visual merchandising, ensuring that stock levels are also maintained

Ensuring staffing levels in the branch are both adequate and within budget

Agreeing and meeting sales targets

Recruiting, training and developing staff as required

Ensuring that staff provide an excellent level of customer service in line with company guidelines and policy

Following all company procedures relating to cash handling and ensuring all tills are cashed up in accordance with company policy, that the takings are balanced and prepared for banking

Reviewing sales and branch accounts on a regular basis

Coordinating the security of the branch

Preparing, coordinating and managing the twice yearly stock take within the branch

Preparing, coordinating and managing the twice yearly previews and other events within the branch

Attending industry events and exhibitions

2004 – 2008 Catering Manager Asda, Huyton

Initiating and implementing operations of new store

Responsible for recruitment process and hiring of all new colleagues

1994 – 2004 Catering Manager Asda, Aintree

Running colleague and customer restaurants

Department opening and closure

Negotiating and devising rotas

Training and appraisals of new and existing staff

Ordering of stock, stocktaking

Cooking, serving, ordering, health and safety, the use of cash, opening and closing procedures.

The first Supervisor to pass job ladder and become a Manager.

Education, Qualifications and Training

April 2015 Kensington Learning Centre

Level 1 ITQ including: Level 1 Word; Level 1 Excel, Level 1 Access

March 2015 Kaplan

BTEC Work Skills

1980 – 1982 Colquitt Street College

RIPHH Royal Institute of Public Health and Hygiene

ULCI - Pastry Cooks & Patissiers

City and Guilds:

705 - General Catering Certificate - Food Preparation; Food service, Housekeeping & Reception

706 - 1 Part one certificate in cookery for catering industry - written paper / course work assessment

706 - 2 Part 2 Certificate in Cookery for the catering industry – written papers / course work assessment

707 - 1 Part 1 Certificate in Food and Beverage service - written paper / course work assessment

1980 Sacred Heart Secondary Girls School

CSE English

CSE Mathematics

CSE Home Economics


CSE History

CSE Geography


Enjoy reading, holidays and dining out with family and friends.


Available on request.

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