AMY-LEE MCLACHLAN
Summary
A results-driven professional with expertise in leadership, coaching, delegation, and time management, with a proven ability to operate effectively in dynamic, high-pressure environments. Demonstrates strong experience in risk identification, control compliance, incident investigation, and process governance, developed through hands-on responsibility for retail operations, stock control, cash management, and customer experience. Skilled in analysing data, investigating discrepancies, resolving complex operational issues, and making evidence-based decisions that protect business performance and customer outcomes. Combines strong commercial awareness with a detail-oriented approach to fraud prevention, policy adherence, and continuous process improvement, supported by sound systems knowledge and a commitment to integrity, resilience, and organisational success.
Overview
4
4
years of professional experience
1
1
Certification
Work history
Argos Shift Manager
Argos
2025.09 - Current
- Managed stock control, inventory accuracy, and warehouse processes, using numerical reporting and analysis to identify discrepancies, reduce stock losses, improve product availability, and strengthen internal controls.
- Monitored colleague productivity and service KPIs through performance dashboards, sales figures, customer metrics, and operational data, using trend analysis to improve team effectiveness and business outcomes.
- Used quantitative performance data and numerical reporting to identify underperformance risks, implement targeted coaching plans, and improve colleague productivity, customer service, and sales conversion.
- Supported the compliant sale of FCA-regulated financial services products, ensuring all colleague activity met regulatory standards, customer suitability requirements, and internal risk controls.
- Actively coached and performance-managed colleagues on regulatory compliance, relating to financial services sales, helping reduce compliance risk and improve audit readiness.
- Strengthened store control environments by ensuring processes around cash handling, stock movements, customer transactions, and financial services sales were completed accurately and in line with policy.
- Investigated stock variances, delivery discrepancies, and operational issues by reviewing system data, transaction histories, and colleague workflows to determine root causes of issues and implement corrective actions.
- Supported fraud prevention and loss mitigation through discrepancy monitoring, transaction scrutiny, stock reconciliation, and adherence to escalation procedures.
- Delivered measurable improvements against KPIs including sales, stock availability, and customer satisfaction, consistently using data to inform operational decisions.
- Built strong commercial awareness by linking product trends, and sales data to operational planning and profitability improvements.
- Drove a culture of accountability by acting as a role model for control discipline, ethical conduct, customer outcomes, and process compliance.
- Managed operational incidents with a strong focus on risk reduction, including health and safety non-compliance, cash discrepancies, fraud investigations, and absence management, ensuring timely resolution and full adherence to company policy.
- Led formal investigations, fact-finding meetings, and disciplinary processes, taking detailed contemporaneous notes, gathering evidence, and supporting fair, compliant outcomes that protected both the business and employee relations.
- Oversaw the effective management of a fleet of company vans, ensuring vehicle compliance, servicing schedules, cost control, utilisation efficiency, and minimal disruption to customer and operational service levels.
- Controlled store payroll and operating budgets by aligning productivity targets, labour spend, and rota planning with trading patterns, sales demand, and service KPIs to maximise efficiency and profitability.
Customer Advisor
Argos
2022.10 - 2025.09
- Use data, such as sales figures and icare scores to drive consistently friendly, helpful service, often going the extra mile to understand customer needs.
- Sale of financial services to customers, ensuring legal compliance in accordance with our FS standards as well as the FCA.
- Proactively promote additional services such as product insurance when relevant to customer needs.
- Regularly support colleagues by identifying store priorities and taking the lead on tasks, whilst delegating to efficiently utilise staff time.
- Frequently assisting new team members in understanding tasks like customer returns or processing deliveries, helping them settle in quickly.
- Regularly handle stock adjustments throughout the day, ensuring they are accurate in order to minimise errors that impact store performance.
- Assists in loading and unloading deliveries, and checking stock discrepancies to ensure that items are accurately processed and shelved.
- Able to use various computer systems and technology with confidence in order to fulfill customer orders and offer financial services.
- Maintain strong working relationships with other stores within our hub jurisdiction, ensuring clear and consistent communication remains a top priority.
- Taking initiative in managing queues and floor coverage during busy times, ensuring customer experiences remain positive.
- Understands store's goals around sales and service, and working efficiently to help the team meet these targets.
- Trusted by management to oversee specific tasks like the daily stock deliveries and the FTD operation in the morning.
- Informally mentoring other colleagues through quality control checks, and sharing knowledge on store systems.
- Able to thrive in high-volume and fast-paced environments, whilst maintaining a high standard of service.
- Ensuring walkways are clear and equipment is safely used, reporting any issues to line managers when necessary.
- Experience handling cash through completing administrative tasks such as cash office, and aiding in cash audits, as well as processing customer payments and refunds.
Retail Trainee Manager
Argos
2024.09 - 2025.01
- Studied the behavioural aspects of leadership, learning how to influence, motivate, and support colleagues in a variety of situations.
- Strengthened verbal and written communications to colleagues by taking charge of morning briefings, outlining figures and setting tasks.
- Gained a working knowledge of key management tools and systems such as Kronos, MicroStrategy, ER Adviser, and the Risk App.
- Considered customer touch-points and behaviours to understand how store operations impact the overall experience of the customer.
- Developed an understanding of the recruitment process and the importance of correct hiring decisions when building high-performance teams.
- Regularly reviewed key performance data, including sales figures and iCare metrics, using insights to support informed, store-level decision-making.
- Managed the balance between structured online training and practical on-the-job responsibilities.
- Took initiative to engage with teams throughout the business and my cohort, collaborating ideas and building relationships.
- Continuously share my experience and knowledge with other colleagues, creating a collaborative and supportive working environment.
- Participated in investigation meetings as a note taker in order to record detailed and accurate notes, supporting fair and compliant outcomes.
- Collaborated within a wider trainee cohort to deepen my understanding of the overall business, exploring the operating models of both Argos and Sainsbury's.
Education
Master of Arts (M.A) - English Literature
University of Glasgow
Glasgow 09/2022 - 06/2026
Skills
- Leadership and coaching
- Delegation and time management
- Adaptability and flexibility
- Retail operations and stock control
- Customer experience management
- Reliability and resilience
- Problem solving under pressure
- Commercial awareness and sales focus
- Systems and process knowledge
Certification
- Level 3 Award in Emergency First Aid at Work (RQF)
- Category B Driving Licence (Held since 2021)
References
References available upon request.
Timeline
Argos Shift Manager
Argos
2025.09 - Current
Retail Trainee Manager
Argos
2024.09 - 2025.01
Customer Advisor
Argos
2022.10 - 2025.09
Master of Arts (M.A) - English Literature
University of Glasgow
09/2022 - 06/2026