Benjamin Woodruff
Bishops Cleeve,Cheltenham
Summary
Dynamic and results-driven professional with extensive expertise in customer service, sales enquiry handling, and conflict resolution. Adept at managing telephone enquiries with a professional demeanour while leveraging exceptional communication skills to foster customer retention and satisfaction. Proficient in Microsoft Office, database management, and social media moderation, with a strong focus on strategic thinking and business acumen. Demonstrates initiative, critical-thinking, and creative problem-solving to address complex challenges effectively. Committed to delivering excellence through teamwork, professionalism, and a positive attitude in remote or on-site environments.
Overview
15
15
years of professional experience
16
16
years of post-secondary education
Work History
Customer Service Agent (Blocks)
Breedon
Naunton, Gloucestershire
11.2024 - 01.2025
- Improved customer satisfaction by efficiently resolving complaints and issues.
- Coordinated with team members for superior customer service delivery.
- Communicate with customers via all media to ascertain orders and assist in queries and resolve issues
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
Sales Manager
BBSfacades Ltd
Cheltenham, Gloucestershire
04.2024 - 08.2024
- Overall responsibility for the Cheltenham BBS depot and ensuring the day to day business is safe and legal whilst promoting and driving the business forward
Branch Manager
Travis Perkins PLC
Tewkesbury
08.2015 - 04.2024
- Overall responsibility for the Tewkesbury Travis Perkins depot and ensuring the day to day business is safe and legal whilst promoting and driving the business forward
- Overall responsibility for the P&L for the branch
- (£3 million in sales and 400k in net profit)
- Overall responsibility for ensuring the branch stays Transport (FTA), COC (Timber chain of custody), FSC (Fire) AND H&S Compliant
- Driving the team to consistently deliver outstanding customer service to each and every customer
- Overall responsibility for delivering company standards ensuring colleagues are supported in doing so
- Overall responsibility for delivering company set targets and encouraging work force to drive sales
- Looking at pre-existing contracts and negotiating terms and conditions
- Developing business links within the local community and local businesses
- Actively monitoring competitor activity
- Ensuring that the all costs are managed and controllable overheads are kept within budget or decreased where possible
- Schedule and chair meetings to discuss business needs
- Keep myself ahead of developments in customer service by reading relevant journals, going to meetings and attending courses and implement changes following my developments
- Maintained agile, responsible organisation with sustained revenue growth by monitoring industry forecasts, honing budgets and adjusting marketing strategies.
- Improved branch productivity by implementing efficient work schedules.
- Implemented new training programmes for improved staff performance.
- Partnered with management team to optimise operations and reduce costs.
- Fostered a positive work environment, improving overall team morale.
- Coordinated with other branches for seamless service delivery.
- Led team meetings to foster communication and collaboration.
Store Manager
Farmfoods
Gloucester, Gloucestershire
08.2014 - 08.2015
- Complete responsibility of managing all aspects of stores KPI’s
- Fully responsible for all financial applications all the store including payroll and P&L
- Direct line management of a team of 15 colleagues
- Fully responsible for store experience audits both internal and external
- Leading upon providing company standards/ customer services training to all store colleagues
- Monitoring and review staff and store performance on a regular basis through Colleague performance reviews
- Driving sales through maximising team performance and productivity
- Organising, preparing and arranging promotional materials and displays (visual advertising)
- Recruiting, training, supervising and appraising staff
- Maintaining accurate statistical and financial records
- Investigate and help solve customers' problems
- Keep myself ahead of developments in customer service by reading relevant journals, going to meetings and attending courses and implement changes following my developments
Customer Services Manager/ Duty Manager
J Sainsbury’s PLC
Stroud, Gloucestershire
03.2013 - 08.2014
- Maximising sales and orchestrating a team to deliver
- Analyse statistics and other data to determine the level of customer service needed to support our store and companies policy
- Driving and maximising the sales and profitability of the store to achieve growth
- Produce written correspondents for customers using a variety of media
- Complete responsibility of managing all aspects of customer service delivery
- Overall responsibility of duty managing store as required
- Direct line management of a team of 90 colleagues
- Fully responsible for store experience audits both internal and external
- Leading upon providing company standards/ customer services training to all store colleagues
- Direct compliance responsibility for applicable industry legislation
- Business development responsibility, including; monitoring local competitors, developing local business links and capturing and analysing data from customers
Store Manager/ Company Auditor
West Cornwall Pasty Company
Cirencester, Gloucestershire
07.2010 - 03.2013
- Monitoring and reviewing store performance on a regular daily, weekly and monthly basis
- Implementing store compliance and health and safety procedures
- Maximising sales through effective merchandising and marketing
- Recognising and rewarding good staff performance
- Monitoring product availability levels throughout the day and replenishing stocks to ensure 100% availability
- Developing business links within the local community
- Actively monitoring competitor activity
- Managing the store profit & loss account within budget
- Getting feedback and capturing data from customers
- Achieving clearly defined individual and team sales targets
- Delivery of store targets for sales and customer service
- Motivating, supporting, and monitoring staff performance in all aspects
- Completion of brand and health and safety audits for the company
Education
Master’s Degree with Distinction - Coach Education and Sports Development
The University of Bath
Bath 09.2008 - 09.2009
Bachelor’s Honours Degree - Management and Sport Studies
The University of Winchester
Winchester 09.2003 - 09.2006
GCSE - 11 A- C grades, including English Literature, English Language & Mathematics
Sheldon School
Chippenham, Wiltshire 09.1996 - 06.2001
A-levels - Geography, Leisure & Recreation (Double A-Level), Art
Sheldon Sixth Form
Chippenham, Wiltshire 09.1996 - 06.2003
Skills
- Technical product knowledge
- Excellent communication skills
- Conflict Resolution
- Customer retention tactics
- Decision making
- Complaint handling
- Product upselling
- Relationship-building
REFERENCES
Available upon request.
Timeline
Customer Service Agent (Blocks)
Breedon
11.2024 - 01.2025
Sales Manager
BBSfacades Ltd
04.2024 - 08.2024
Branch Manager
Travis Perkins PLC
08.2015 - 04.2024
Store Manager
Farmfoods
08.2014 - 08.2015
Customer Services Manager/ Duty Manager
J Sainsbury’s PLC
03.2013 - 08.2014
Store Manager/ Company Auditor
West Cornwall Pasty Company
07.2010 - 03.2013
Master’s Degree with Distinction - Coach Education and Sports Development
The University of Bath
09.2008 - 09.2009
Bachelor’s Honours Degree - Management and Sport Studies
The University of Winchester
09.2003 - 09.2006
GCSE - 11 A- C grades, including English Literature, English Language & Mathematics
Sheldon School
09.1996 - 06.2001
A-levels - Geography, Leisure & Recreation (Double A-Level), Art
Sheldon Sixth Form
09.1996 - 06.2003
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