Gemma Metcalfe
Smethwick,West Midlands
Summary
A seasoned professional with extensive expertise in conflict mediation, staff training and development, and motivational leadership. Demonstrates resilience under pressure and excels in health and safety compliance, customer service excellence, and team leadership. Possesses comprehensive product knowledge and attention to detail, ensuring effective inventory control and regulatory compliance. Skilled in budget management, data analysis, and proactive customer engagement within the retail industry. Committed to ethical decision making and legal compliance while fostering team motivation through innovative techniques. Career goals include advancing omni-channel retailing strategies to enhance customer relationships and drive business growth.
Overview
8
8
years of professional experience
11
11
years of post-secondary education
Work History
Customer service manager
Corals Betting Shop
Smethwick, west midlands
02.2019 - Current
- Cultivated a productive work culture by encouraging teamwork.
- Delivered exceptional service by addressing customer queries promptly.
- Promoted products effectively to increase sales.
- Implemented training programmes, enhancing team capabilities.
- Oversaw daily operations, ensuring optimal performance.
- Managed challenging situations to ensure customer satisfaction.
- Maintained positive relationships through effective communication.
- Demonstrated leadership skills in managing diverse teams.
- Devised strategies to improve customer engagement.
- Facilitated staff development with ongoing training initiatives.
- Received and resolved customer complaints escalated by staff.
- Briefed and motivated staff to deliver daily operational requirements.
- Maintained excellent health and safety standards for continued compliance.
- Kept appropriate stock levels to meet operational needs.
- Stored transaction information securely for thorough financial reference.
Shop manager
William Hill
Smethwick, West Midlands
02.2017 - 10.2019
- Handled employee grievances promptly and fairly, maintaining morale within the workforce.
- Managed store inventory to ensure adequate stock levels at all times.
- Boosted overall sales performance through the implementation of effective merchandising strategies.
- Provided insightful product knowledge to customers, enhancing their shopping experience,.
- Conducted regular staff appraisals for performance improvement opportunities identification,.
- Implemented health and safety protocols to ensure compliance with regulations and protect staff wellbeing.
- Streamlined operations by introducing more efficient working practices and procedures.
- Ensured cleanliness of shop premises, presenting a professional image to customers.
- Led team meetings effectively, facilitating open communication amongst staff members,.
- Monitored market trends closely for competitive advantage in pricing strategies,.
- Solved customer complaints efficiently whilst maintaining high standards of service delivery,.
- Oversaw daily shop operations, ensuring smooth running of business activities.
- Enhanced customer service by training staff in effective communication and problem solving.
- Delivered excellent customer experiences with personalised service approach.
- Developed a positive team culture, resulting in increased staff satisfaction and lower turnover rates.
- Fostered strong relationships with key customers to boost loyalty and repeat business.
- Kept business in compliance with internal controls, industry regulations and health and safety requirements.
- Managed stock within set minimum and maximum levels to serve customers without over-extending finances.
- Monitored competitor activities, responding creatively to maintain relevancy and competitive edge.
- Oversaw business staffing and training, building successful, customer-focused team.
Education
GCSEs - English
Cannock Chase High School
Cannock, Staffordshire 09.1997 - 06.2001
GCSEs - Maths
Cannock Chase High School
Cannock, Staffordshire 09.1997 - 06.2001
GCSEs - Science
Cannock Chase High School
Cannock, Staffordshire 09.1997 - 06.2001
Skills
- Conflict mediation
- Staff training and development
- Motivational leadership
- Resilience under pressure
- Health and Safety Compliance
- Customer Service
- Team Leadership
- Product knowledge
- Attention to Detail
- Conflict Resolution
- Training and Development
- Inventory control
- Regulatory compliance
- Budget management
- Data analysis
- Customer service excellence
- Proactive approach
- Stress tolerance
- Customer engagement
- Cash handling experience
- Retail industry knowledge
- Resilience in high-intensity environments
- Customer relationship
- Able to handle pressure
- Demonstrated flexibility
- Decision-Making capability
- Health and Safety regulations
- Motivational techniques
- Staff supervision
- Employee scheduling
- Omni-Channel retailing approach
- Time efficiency
- Legal compliance
- Ethical decision making
- Team building skills
- Team motivation
Affiliations
- Gardening
- Gaming
- Movies
- Crafting
- DIY
Timeline
Customer service manager
Corals Betting Shop
02.2019 - Current
Shop manager
William Hill
02.2017 - 10.2019
GCSEs - English
Cannock Chase High School
09.1997 - 06.2001
GCSEs - Maths
Cannock Chase High School
09.1997 - 06.2001
GCSEs - Science
Cannock Chase High School
09.1997 - 06.2001
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