Edward N. F. Down
Surrey
Summary
Personable, calm, and organized professional with diverse work experience in education, sales, and technology. Organised and loyal team member adaptable to needs of different projects, tasks, and staff. Maintains organised and accurate records and helps team members. Savvy with multiple digital programs and tools to streamline work.
Overview
17
17
years of professional experience
4005
4005
years of post-secondary education
Work history
Customer Experience Manager
World Duty Free
Heathrow, Middlesex
05.2024 - Current
- Identified individual staff development needs and arranged appropriate training.
- Drove customer satisfaction, building engaging relationships through every interaction.
- Handled complaints, providing appropriate, timely solutions, following up to ensure continued customer satisfaction.
- Managed workflow to continuously exceed quality service goals.
- Coordinated department schedules to maximise coverage during peak hours.
- Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
- Analysed sales reports to identify trends and update strategies.
Deputy Store Manager
Lidl
Woodley
09.2023 - 04.2024
- Managed daily operations of the store including opening and closing procedures and delegating tasks among employees
- Addressed customer issues promptly by providing solutions that meet their needs while following company policies
- Recruited, trained, managed and evaluated staff performance to ensure high quality service delivery
- Assisted in the implementation of new store policies and procedures to ensure compliance with company standards
- Conducted regular inventory checks, monitored stock levels and ensured accuracy of pricing
- Identified areas of improvement within the store operations to increase efficiency and successfully inventoried information in spreadsheets
- Maintained and developed relationships with customers, providing customer service and resolving customer complaints
- Developed effective strategies for increasing sales and profitability of the store
- Supervised merchandise display ensuring that items are attractively presented according to company standards
- Monitored cash handling processes including deposits, withdrawals and refunds ensuring accuracy at all times
- Maintained organized store environment for customer and employee health and safety
- Coordinated with manager to set specific and actionable goals based on established KPIs
- Coached employees on customer service and selling techniques
- Assisted with training staff on all internal operational functions.
IT Teacher and Librarian/K-12th Grades
Bethesda Christian Academy
Durham, North Carolina
08.2022 - 07.2023
- Prepared lesson content and delivery in line with curriculum guidelines.
- Used varied resources and technologies to maximise student engagement and understanding.
- Incorporated gamified learning elements into IT curriculum, enhancing student motivation and participation.
- Provided safe and enriching learning environment to help students develop computer technology skills.
- Configured, tested and maintained network equipment.
- Followed recommended update schedule for applications to keep software secure and functional.
- Maintained databases and spreadsheets to improve inventory management and reporting accuracy.
- Worked collaboratively with teachers and administrators in both roles
Assistant Store Manager
Aldi
Raleigh
02.2020 - 06.2023
- Managed daily operations of the store including opening and closing procedures and delegating tasks among employees
- Addressed customer issues promptly by providing solutions that meet their needs while following company policies
- Recruited, trained, managed and evaluated staff performance to ensure high quality service delivery
- Assisted in the implementation of new store policies and procedures to ensure compliance with company standards
- Conducted regular inventory checks, monitored stock levels and ensured accuracy of pricing
- Identified areas of improvement within the store operations to increase efficiency
- Maintained and developed relationships with customers, providing customer service and resolving customer complaints
- Developed effective strategies for increasing sales and profitability of the store
- Supervised merchandise display ensuring that items are attractively presented according to company standards
- Monitored cash handling processes including deposits, withdrawals and refunds ensuring accuracy at all times
- Maintained organized store environment for customer and employee health and safety
- Coordinated with manager to set specific and actionable goals based on established KPIs
- Coached employees on customer service and selling techniques
- Assisted with training staff on all internal operational functions.
Assistant Store Manager
Walmart
Leland
08.2016 - 01.2020
- Held employees accountable and corrected issues to achieve high standards
- Communicated expectations, policy changes, new initiatives, and product knowledge to employees
- Helped set team performance standards to reach company objectives
- Monitored employee attendance and productivity levels on a daily basis
- Used proven customer engagement techniques to increase sales
- Performed regular audits of merchandise displays and stock levels
- Assisted in recruiting process, hiring and retaining top talent
- Led floor sets following plan-o-grams to update store appearance
- Resolved customer complaints efficiently while maintaining excellent customer service
- Ensured compliance with all store policies and procedures
- Demonstrated ability to manage and motivate staff to achieve sales targets
- Maintained organized store environment for customer and employee health and safety
- Coached employees on customer service and selling techniques
- Coordinated with manager to set specific and actionable goals based on established KPIs
- Created work schedules to maintain top-quality customer service and lower labor costs
- Demonstrated ability to manage and motivate staff to achieve sales targets
- Resolved customer complaints efficiently while maintaining excellent customer service
- Performed regular audits of merchandise displays and stock levels
- Established strong relationships with vendors for timely supply of merchandise
- Assisted in recruiting process, hiring and retaining top talent
- Helped set team performance standards to reach company objectives
- Monitored employee attendance and productivity levels on a daily basis.
Admissions and Retail Manager
Brooklands Museum
Weybridge
08.2013 - 07.2016
- Assisted with training staff on all internal operational functions
- Led floor sets following plan-o-grams to update store appearance
- Ensured compliance with all store policies and procedures
- Communicated expectations, policy changes, new initiatives, and product knowledge to employees
- Organized special promotional events to generate interest in products or services
- Provided guidance on product selection based on customer needs
- Generated reports for senior management on store operations, sales figures, and other metrics
- Managed daily operations of the store, including scheduling staff shifts
- Conducted regular audits of merchandise displays and pricing accuracy
- Supervised and trained a team of retail staff, ensuring excellent customer service
- Assisted with coordinating special events and ticketing sales for guests
- Oversaw day-to-day store operations to foster efficient and profitable operations
- Solved problems and resolved conflicts for team members and customers
- Developed and executed marketing plans to promote store products and services
- Analyzed financial data to identify areas of improvement
- Mentored new employees on store policies and procedures while providing guidance and support in their roles
- Tracked store inventory and ordered new products to prevent shortages
- Trained staff on proper cash handling procedures including daily deposits, credit card payments, and end-of-day reconciliation of register funds.
Store Manager
Starbucks
Surrey
02.2008 - 06.2013
- Assisted with training staff on all internal operational functions
- Led floor sets following plan-o-grams to update store appearance
- Ensured compliance with all store policies and procedures
- Communicated expectations, policy changes, new initiatives, and product knowledge to employees
- Organized special promotional events to generate interest in products or services
- Provided guidance on product selection based on customer needs
- Generated reports for senior management on store operations, sales figures, and other metrics
- Managed daily operations of the store, including scheduling staff shifts
- Conducted regular audits of merchandise displays and pricing accuracy
- Supervised and trained a team of retail staff, ensuring excellent customer service
- Assisted with coordinating special events and ticketing sales for guests
- Oversaw day-to-day store operations to foster efficient and profitable operations
- Solved problems and resolved conflicts for team members and customers
- Developed and executed marketing plans to promote store products and services
- Analyzed financial data to identify areas of improvement
- Mentored new employees on store policies and procedures while providing guidance and support in their roles
- Tracked store inventory and ordered new products to prevent shortages
- Trained staff on proper cash handling procedures including daily deposits, credit card payments, and end-of-day reconciliation of register funds.
Education
Able Seaman -
British Royal Navy
A-Levels -
Cranbrook School
Skills
- Time Management
- Problem-solving
- Administrative support
- Issue Resolution
- Hiring and Training
- Customer Relations
- Spreadsheets
- Calm under pressure
Affiliations
- Sailing
- Cycling
- Playing Cricket with my children
Timeline
Customer Experience Manager
World Duty Free
05.2024 - Current
Deputy Store Manager
Lidl
09.2023 - 04.2024
IT Teacher and Librarian/K-12th Grades
Bethesda Christian Academy
08.2022 - 07.2023
Assistant Store Manager
Aldi
02.2020 - 06.2023
Assistant Store Manager
Walmart
08.2016 - 01.2020
Admissions and Retail Manager
Brooklands Museum
08.2013 - 07.2016
Store Manager
Starbucks
02.2008 - 06.2013
Able Seaman -
British Royal Navy
A-Levels -
Cranbrook School
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