Emma Byrne
Stockton-on-Tees,Cleveland
Summary
Meticulous, excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Customer service, administration, Sales and product knowledge. Highly self-motivated finding inspiration from almost any source. Customer-oriented with a strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development. Adept at solving problems with design, production and marketing by applying knowledge and technical strengths to diverse issues. Created effective communication between personnel, suppliers, design teams and local code officials. Strong background in project management with expertise in safety protocol adherence, customer service and inventory control.
Overview
34
34
years of professional experience
Work history
Assistant manager (Service Manager)
Travis Perkins (Benchmarx)
Middlesbrough, Durham
05.2024 - Current
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Monitored health and safety measures for guaranteed compliance.
- Led and managed administrative staff to maintain smooth daily operations.
- Designed and implemented training to further develop staff based on business goals.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Analysed sales reports to identify trends and update strategies.
- Supported front-line sales teams with well-coordinated administrative operations.
- Developed marketing plans to support department strategies.
- Planned staff and resources within business budgets for minimised expenditure.
- Managed contract negotiations between clients, seeking mutually beneficial outcomes.
- Mentored employees to maximise development potential.
Showroom Sales Manger
City Plumbing
STOCKTON ON TEES, Durham
12.2023 - 04.2024
- Customized promotional strategies to meet needs of different clients, products and services.
- Allocated teams, materials and calendar space for individual projects.
- Represented organisation to public at trade exhibitions and conventions, driving awareness of bathroom products .
- Optimised sales methods to best engage, acquire and retain customers.
- Supported front-line sales teams with well-coordinated administrative operations.
- Developed marketing plans to support department strategies.
- Oversaw planning and execution of targeted sales and marketing strategies.
- Analysed sales reports to identify trends and update strategies.
- Evaluated sales and service processes to generate targeted improvement strategies and increase revenue opportunities.
- Defined business strategies and roadmaps to drive performance across sales, promotions and marketing departments.
Heating specialist Advisor
British Gas
Teesside , Teesside
08.2023 - 12.2023
- Advised customers about best appliances to install based on needs.
- Arranged access to properties and booked appointments with customers.
- Kept secure and correctly operated plant and equipment supplied, from vehicles to flue gas analysis and mobile data equipment.
- Worked to deadlines and timescales and liaised with managers and customers for schedule changes.
- Promoted excellent customer service for both internal and external service users and stakeholders.
- Made estimates of project costs, issued invoices and collected payments.
- Drove sales and increased revenue through solid negotiation and closing skills.
- Developed competitive sales quotes and followed up to convert quotes to sales.
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
Customer Experience Manager
Magnet Ltd
Stockton on Tees, Durham
01.2022 - 07.2023
- Managed projects and delegated tasks for upper management to achieve on-time and under-budget project completion.
- Delivered excellent customer service, resulting in consistent customer satisfaction rating.
- Achieved high customer satisfaction rate by monitoring and improving Sales Journey through reduce cost of failure.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Completed documentation and logs each day and generated weekly reports detailing activities.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Assumed ownership over team and managed work flow to meet or exceed quality service goals.
Senior Technical Designer
PWS
Stockton on Tees, Co Durham
10.2020 - 01.2022
- Utilised software to effectively create and develop mechanical design specifications.
- Thoroughly documented engineering and design processes for continued reference, analysis and evaluation.
- Crafted detailed drawings that met customer requirements for structures using reinforced steel, concrete, masonry and wood materials.
- Drafted required documentation for commercial and residential developments.
- Upheld tight schedules to bring projects to completion on-time.
- Supported manufacturing processes through to completion, ensuring faultless quality standards.
Customer Relationship Manager Complex Queries
Barclays
Stockton-on-Tees, Durham
12.2019 - 09.2020
- Supported Team Manager in improving operations and resolving issues to deliver top-notch customer service.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Obtained documents, clearances, certificates and approvals from local, agencies.
- Adeptly handled large amount of inbound calls per day, generating successful outcomes for both clients and company.
- Oversaw daily operations on customer accounts, managing options and advising of more suitable practices to enhance customer experience.
Kitchen Designer
Howdens
Stockton-on-Tees, Durham
04.2019 - 12.2019
- Fully trained in CAD software, 20 20 , Planit
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Exceeding personal targets on a regular basis
- Demonstrating products and benefits, identifying clients budgets and personal requirements.
- Managed and controlled office supply inventory to ensure timely ordering or requisition of depleted or low-level stock.
- Enhanced customer satisfaction ratings by resolving issues efficiently.
Business development manager
Magnet Ltd
STOCKTON ON TEES, Durham
02.2014 - 05.2019
- Designed strategy to win new business and maximise selling opportunities among existing clients, achieving lucrative results.
- Drew on understanding of key markets to push development of business strategies.
- Maintained client records in bespoke CRM systems, ensuring streamlined data processes for maximum efficiency.
- Generated leads to bring in new client revenue and improve bottom-line profitability.
- Influenced key decision-making and established trust with stakeholders.
- Contacted and converted potential customers via telephone, email and in-person enquiries.
- Closed complex, lucrative deals with new customers using strategic sales and negotiation tactics.
- Prepared and delivered winning client proposals, business presentations and sales pitches to C-level executives.
Registered childminder
Chrysalis Childcare
Stockton-on-Tees, Durham
05.2012 - 01.2014
- Built and maintained transparent relationships with parents and caregivers to collaboratively resolve behavioural issues and facilitate cohesive care.
- Diligently supervised play activities designed to develop skills including Sensory and motor skills, supporting learning development.
- Supervised children during rest and relaxation periods to maintain safety and facilitate mental and physical development.
- Provided personal care assistance to children through tasks such as dressing and teeth hygiene, maintaining strict hygiene and standards to mitigate health risks.
- Cared for 10+ children per session, ensuring safe, supportive learning and development environment for optimised learning and development.
- Communicated with parents regularly, providing comforting updates on child's happiness, safety and wellbeing.
- Supervised children's homework assignments, assisting with difficult tasks to support educational goals.
- Produces electronic diary for every parent with all information of child's day regarding learning nutrition and routine
Design Sales Assistant
Magnet Ltd
Stockton-on-Tees, Durham
10.2008 - 04.2012
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Obtained approval of concepts by submitting rough drafts to management or to client.
- Scheduled sales appointments for Kitchen Designers s to discuss products and services and to close qualified leads.
- Developed and maintained lasting customer relationships as a result of quick turnaround and strong communication skills.
- Called potential customers from marketing lists and referral programs to engage and discuss personal needs.
Customer Service Manager
GV Multi Media
Middlesbrough, Cleveland
06.2003 - 05.2008
- Monitored multiple databases to keep track of all company inventory.
- Oversaw daily operations over 200 customer accounts with sales and stock admin.
- Worked directly with key suppliers, clients, office staff to achieve targets driven sales growth.
- Supported office Manager in improving operations and resolving issues to deliver top-notch customer service.
- Broke down objections using friendly, persuasive strategies.
- Responded to questions with knowledgeable responses.
Assistant Store Manager
Sleepmasters
Stockton-on-Tees, Durham
04.2000 - 06.2003
- Collaborated with department heads to identify opportunities, develop timely solutions and create action plans.
- Demonstrated company core values as role model, with focus on respect, honesty, integrity, diversity, inclusion and safety of others.
- Mentored team on effective up-selling and cross-selling techniques.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Assessed store's ability to meet and exceed customer expectations for products and store offerings.
- Managed day-to-day operations, including supervision and assignment delegation for several team members.
Store Manager
Simply Kitchens
Stockton-on-Tees, Durham
03.1999 - 04.2000
- Built loyal customer base by delivering excellent service and making in-demand products available.
- Performed assigned projects and completed checklists in efficient and accurate manner.
- Trained all new managers on store procedures and policies.
- Wrote order supply requests to replenish merchandise.
- Ensured visually appealing and effective displays for the entire store.
- Created and delivered weekly schedule assignments to staff members.
- Updated store pricing, signage and merchandising based on current promotions.
- Led and motivated sales team to meet and exceed sales goals.
- Opened new store location and assisted in recruiting and training new staff.
Store Manager
Bensons for Beds
Stockton-on-Tees, Durham
04.1998 - 03.1999
- Led and motivated sales team to meet and exceed sales goals.
- Maintained daily record of all transactions.
- Ensured visually appealing and effective displays for the entire store.
- Limited financial discrepancies, accurately controlling monthly operations budget while delivering positive results.
- Delivered excellent customer service by greeting and assisting each customer.
- Provided useful product guidance to assist customers with buying decisions.
Store Manager
Sainsburys Homebase
Stockton-on-Tees, Durham
06.1991 - 03.1998
- Developed new process for employee evaluation which resulted in marked performance improvements.
- Managed a team of employees, overseeing the hiring, training, and professional growth of employees.
- Presenting a very high level of customer service, building relations with prospective clients.
- Consistent over achievement of targets, leading to appointment of managing a second store .
- Controlling and managing of P&L, assisting Area manager while on annual leave.
Education
Certificate of Higher Education - Counselling And Psychology Level 1, 2,3
Stockton Riverside College
Stockton 09.2017
Certificate of Higher Education - Counselling And Psychology
Teesside University
Stockton On Tees03.2017
Level 2 early years childcare - Childcare
Stockton On Tees Council
Durham 02.2012 - 03.2012
NVQ Level 3 - Customer Service
Magnet
Stockton On Tees12.2008
NVQ Level 2 - Customer Service
Magnet
Stockton On Tees03.2008
NVQ Level 1 - Customer Service
Magnet
Stockton On Tees03.2007
GCSE -
Bishopsgarth Secondary
Stockton On Tees1989
Skills
- Strong verbal communication
- Team leadership
- Self-motivated
- Customer Relationship Management (CRM) software
- Adherence to high customer service standards
- Microsoft Outlook, Word and Excel
- SAP and ERP system knowledge
- CAD expertise
- Technical drawing
- 2020, fusion expertise
- Safety standards and protocols
- Dimension and materials specifications
- 2D and 3D renderings
Qualifications
NVQ level 1,2 &3 in Customer service
Counselling and psychology Level 1, 2 &3
Timeline
Assistant manager (Service Manager)
Travis Perkins (Benchmarx)
05.2024 - Current
Showroom Sales Manger
City Plumbing
12.2023 - 04.2024
Heating specialist Advisor
British Gas
08.2023 - 12.2023
Customer Experience Manager
Magnet Ltd
01.2022 - 07.2023
Senior Technical Designer
PWS
10.2020 - 01.2022
Customer Relationship Manager Complex Queries
Barclays
12.2019 - 09.2020
Kitchen Designer
Howdens
04.2019 - 12.2019
Business development manager
Magnet Ltd
02.2014 - 05.2019
Registered childminder
Chrysalis Childcare
05.2012 - 01.2014
Level 2 early years childcare - Childcare
Stockton On Tees Council
02.2012 - 03.2012
Design Sales Assistant
Magnet Ltd
10.2008 - 04.2012
Customer Service Manager
GV Multi Media
06.2003 - 05.2008
Assistant Store Manager
Sleepmasters
04.2000 - 06.2003
Store Manager
Simply Kitchens
03.1999 - 04.2000
Store Manager
Bensons for Beds
04.1998 - 03.1999
Store Manager
Sainsburys Homebase
06.1991 - 03.1998
Certificate of Higher Education - Counselling And Psychology Level 1, 2,3
Stockton Riverside College
Certificate of Higher Education - Counselling And Psychology
Teesside University
NVQ Level 3 - Customer Service
Magnet
NVQ Level 2 - Customer Service
Magnet
NVQ Level 1 - Customer Service
Magnet
GCSE -
Bishopsgarth Secondary
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