Frances Stevens

• Front of house, greeting customers, arranging new swimming lessons for customers' children, booking sports courts, joining up new customers, upselling swim lessons, selling new sports membership
• Enhanced customer satisfaction by efficiently managing all front desk enquiries.
• Maintained an organised reception area for a professional business environment.
• Assisted with administrative tasks, improving overall functionality of the office.
• Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
• Upheld confidentiality with sensitive information handling procedures.
• Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
• Exhibited excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
• Maintained accurate logs of visitor entries for security purposes.

Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.

• Optics/scanning assistant 2024 - current
• Ensured accuracy of digital records through meticulous data entry.
• Maintained high quality scanning by adhering to company guidelines.

Petrol station assistant 2020-2024

• Offered help with refuelling to elderly or disabled customers, improved customer satisfaction rating.
• Monitored fuel stocks regularly to prevent shortages.
• Operated tills accurately, reduced discrepancies at close of business day.
• Due to restructure in Morrisons and pursuing own café business,

Coffee business owner 2019-2022

Due to restructure of managerial positions, I pursued my own business.

Also due to family illness I stepped back from managerial roles.

But up untill then.

• Ensured financial stability with careful budget management and forecasting.
• Delivered high standards of service by training all staff members thoroughly.
• Coordinated special events, enhancing brand awareness in the local community.
• Oversaw inventory management, preventing stock shortages or overages.
• Maintained compliance with industry regulations to avoid any legal issues.
• Established a positive work environment by implementing comprehensive health and safety protocols.
• Food hygiene 5 star rated with local council
• Fully qualified food safety trainer.
• Trained all my staff for food and safety
• Accountancy for Vat, tax and wages

• Managing all shop floor departments,
• Managed over 200 staff
• Stock loss manager, checkout manager, petrol/service manager
• Provided assistance during peak trading hours, kept checkouts moving quickly whilst maintaining excellent customer service levels.
• Completed administrative tasks such as generating reports on sales trends, losses or thefts without delay or errors.
• Handled employee concerns discreetly,
• Fostered healthy working environment.
• Aided in loss prevention efforts; ensured security measures were adhered to throughout the store.
• Enhanced customer service by training store staff on product knowledge and sales techniques.
• Improved store appearance for enhanced shopper experience through regular cleaning and organising of displays.
• Resolved customer complaints efficiently, ensured customer satisfaction.
• Streamlined inventory management for optimal stock level maintenance by implementing an efficient tracking system.
• Coordinated staff meetings for improved communication and team morale.
• Implemented promotional activities, increased product visibility and awareness amongst customers.
• Monitored sales performances daily, identified slow-moving products and took corrective actions promptly.

• Managed team dynamics by implementing conflict resolution strategies.
• Developed accurate sales forecasts for improved strategic planning.
• Supervised project timelines for timely completion.
• Implemented cost reduction measures, reduced overhead expenses.

Some stores around Bristol and surrounding areas were failing their external audit for

stock loss, breaching of security, theft and legal documentation.

I was placed in the worst stores to give training from store to management.

I implemented training and put training packs in place and step by step procedures to follow.

The next audit they passed giving me a 100% pass rate.

I then travelled to stores further afield to retrain, again all passing after training.

• Running cafe and canteen, turned the cafe around with 80% increase in customer satisfaction, 33% increase in sales
• Improved customer satisfaction by delivering prompt and professional service.
• Boosted cafe's reputation with proactive conflict resolution strategies.
• Managed inventory to avoid stock shortages or excesses.
• Upheld high cleanliness standards for optimal dining experience.
• Trained new staff members to maintain quality of service delivery.

• In charge of a small shop as well as the petrol station, dealing with customer queries, responsible for KPI for shop, deal with drive-offs and defaults, CCTV observation, training on dispensing flammable products

• Senior trained manager trained on all shop floor departments,
• H.R training experience.
• Senior managerial roles, and personnel role, trained and qualified in food safety supervision, trained and qualified alcohol licensee, trained on legal audits, trained on people soft
• Interviewing potential staff for new stores.
• Oversaw staff schedules, ensuring coverage at all times.
• Handled disciplinary procedures, maintaining professional standards at all times.
• Provided expert HR advice to line managers to tackle obstacles such as conflict resolution, pay disputes and under-performance management.

• Manager to checkouts customer service, kiosk and car park, in charge of over 50 staff on this department, observe customer service, deal with customer queries and complaints
• Enhanced customer satisfaction by implementing personalised service strategies.
• Optimised workflow efficiency with meticulous scheduling and organisation.
• Managed escalated complaints to ensure swift resolution and client satisfaction.
• Analysed customer feedback for continuous improvement of service quality.
• Evaluated team performance regularly with constructive feedback sessions.
• Coordinated staff development training to improve overall service delivery.
• Led team meetings to set performance goals and review progress regularly.

• Self-employed courier, delivering important documentation and components all over the south west and UK, working under pressure, working well in a team

• Cashier errors, customer services, rota's, training, reaching monthly KPI targets, dealing with customer complaints and queries

• In charge of three departments: customer services, trolleys, and checkouts, in charge of over 60 cashiers, training cashiers and supervisors, training on illegal purchases, ordering stock

• Working to deadlines, handling cash, customer queries, working with Microsoft Word and Excel, filing and sending off important documentation, checking tills for discrepancies, banking monies

• Working in insurance sales and policy department, data protection on all calls, home, travel, and car insurance

• Stock control, order input, use of Ami Pro software, advertising, logging equipment failure, checking prices, checkout supervisor