Customer Service Manager
Resume:
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.
Achievements
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 Art
CSE History
CSE Geography
Interests
Enjoy reading, holidays and dining out with family and friends.
References
Available on request.
Contact this candidate