Helen Jones
Tetbury,Gloucestershire
Summary
Highly focused in retail and with 10+ years of experience. Proven record of managing money, store and time successfully. Adaptable and driven, developing opportunities that further established business goals. Focused Retail Professional with extensive experience in customer service and store management. Manages inventory and cash effectively, ensuring operational success. Drives customer satisfaction by adapting to needs and delivering tailored assistance. Results-driven Retail Operative with a strong background in visual merchandising and store operations. Implements effective stock management strategies to minimise waste and enhance product availability. Cultivates a positive shopping atmosphere through attentive customer service and proactive problem-solving. Enthusiastic Customer Service Advisor with strong background in delivering outstanding customer care and resolving issues promptly. Possesses excellent communication and problem-solving skills, ensuring customer satisfaction and loyalty. Excels in multi-tasking and maintaining calm, friendly demeanour under pressure. Brings positive attitude and commitment to enhancing customer experience, contributing to team success and company reputation. With background in customer-facing roles, bringing strong communication and problem-solving skills to every interaction. Experienced in handling queries and providing effective solutions, fostering positive relationships with clients. Eager to utilise teamwork, adaptability, and proactive approach to contribute positively to customer service experience. Customer service professional with focus on resolving customer issues promptly and maintaining high satisfaction levels. Skilled in handling inquiries, managing complaints, and providing information about products and services. Excellent communication and interpersonal skills help build positive relationships with customers and team members. Friendly and efficient customer service team member devoted to maximising customer satisfaction with exceptional service and support. Knowledgeable about industry standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues. Proactive team member elevates quality of correspondence through high quality customer service. Committed to impeccable document control, product knowledge, and attention to detail. Adaptable and quick learner with problem-solving skills. Diligent contact centre professional careful to follow procedures and handle issues in full. Balances customer desires with organisational standards to create mutually beneficial solutions to diverse problems. Consistently exceeds performance and service quality targets.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Part time shop manageress
Skeins of Tetbury
Tetbury, Gloucestershire
08.2018 - 06.2026
- Key holder.
- Cashing up.
- In charge of the shop whenever the owner is away.
- Assisting with placing orders. Ensuring all stock is priced and put out on the shop floor as soon as possible.
- Shop window display and points of sale on the shop floor.
- Assisting customers, and offering as much information as possible.
- Stock taking and rotation, ensuring correct codes.
- Reviewed and updated health and safety policies to comply with legislation, maintaining a safe environment for staff and customers.
Lead retail assistant
Hobbs House Bakery
Tetbury, Gloucestershire
11.2025 - 03.2026
- Kept shelves neat, clean and organised through visual merchandising.
- Maintained a tidy and safe shopping environment, following health and safety guidelines.
- Handled customer inquiries and complaints with professionalism, offering solutions to meet their needs.
- Greeted customers upon entry, offering assistance and guidance to enhance shopping experience.
- Rotated stock on shelves, reducing stock waste and minimising store losses.
- Processed transactions efficiently at the till, including sales, refunds, and exchanges.
- Assisted customers in selecting products, offering detailed advice to meet their needs.
- Managed stock levels on the shop floor, ensuring availability of products and sizes for customers.
- Handled customer returns, refunds and exchanges at customer service desk.
- Handled customer enquiries, providing prompt responses to questions about products and services.
- Facilitated a clean and safe shopping environment by adhering to health and safety regulations.
- Maintained, clean, presentable and stunning product displays by conducting routine visual merchandising tasks and deep cleans.
- Managed stock levels on the shop floor, replenishing items to maintain availability.
- Processed sales transactions accurately, handling cash and card payments efficiently.
- Addressed and resolved customer complaints, ensuring satisfaction and maintaining store reputation.
- Replenished items and organised displays to keep stock looking professional.
- Provided helpful, attentive sales support to generate positive customer feedback.
- Processed cash and card payments during busy shopping periods to minimise customer waiting times.
- Processed and loaded deliveries and backstock onto store shelves.
- Cultivated excellent customer relationships by providing helpful, friendly and attentive service.
- Collaborated with team members to achieve sales targets and contribute to store success.
- Operated register to process payments via cheque, cash and cards.
- Performed closing duties such as cleaning windows and floors, securing shop premises and cashing-up tills.
- Engaged with customers to gather feedback, using insights to enhance the shopping experience.
- Shared new products and promotions with customer to encourage sales.
- Opened new merchandise boxes and stocked sales floor racks and shelves with latest items.
- Maintained high standards of visual merchandising to promote store layout and product presentation.
- Scanned products at high tempo and bagged securely for customers to carry.
- Participated in staff training sessions to improve product knowledge and customer service skills.
- Collaborated with team members to achieve sales targets and improve store performance.
- Kept sufficient inventory supply and stock on shelves and in storerooms.
- Organised merchandise displays to maximise visual appeal and promote sales.
- Facilitated returns and exchanges, adhering to store policies and customer preferences.
- Advised customers on product range, price, delivery, warranties and product use.
- Gained extensive knowledge of product inventory to aid customers with merchandise enquiries.
- Participated in staff training sessions to develop product knowledge and sales techniques.
- Processed incoming stock to maintain accurate inventory records and organized stock room.
- Organized front-end and window displays, applying merchandising standards to enhance shopping experiences.
- Promoted sales and special offers for discounts and merchandise options.
- Assisted in organising in-store promotions and events to attract new customers and retain existing ones.
- Fostered a positive team atmosphere, encouraging collaboration and mutual support among colleagues.
- Processed multiple daily stock deliveries to maintain accurate order numbers and inventory records.
- Compiled customer orders for collection, ensuring accuracy and timely fulfilment.
- Built displays of items for special promotions and updated signs with correct pricing.
- Utilised point of sale POS systems efficiently, processing transactions and issuing receipts.
- Maintained excellent visual merchandising standards by routinely cleaning and organising window and point of sale (POS) displays.
- Met sales targets through proactive promotion and excellent customer service.
- Helped guests obtain specialised support for product, service and payment issues.
- Upsold additional products and targeted customer needs using consultative sales techniques.
- Resolved stock issues, locating desired merchandise with resourceful research and networking with other retail locations.
- Offered feedback to management on customer trends, preferences, and potential stock demands.
- Employed strategic sales and upselling techniques, providing in-depth product knowledge to increase sales.
- Implemented loss prevention strategies to reduce shrinkage and protect store assets.
- Engaged with customers through social media platforms to promote store products and special offers.
Customer Service Advisor
Concentrix Corporation
Tetbury, Gloucestershire
10.2018 - 09.2025
- Engaged in various positions at Concentrix, including customer support and administrative tasks, demonstrating adaptability and comprehensive skill application.
- Used different communication channels, including live chat, email, text and phone to communicate and help customers with various needs.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
- Maintained up-to-date knowledge of product offerings, promotions, and policies.
- Input customer information, call notes and personal data onto internal database.
- Managed incoming calls and customer service inquiries, delivering high-quality service and support.
- Resolved customer complaints efficiently, fostering trust and enhancing company reputation.
- Assisted customers in navigating company websites and online services, enhancing user experience.
- Coordinated with logistics teams to optimise delivery schedules, reducing wait times and improving customer satisfaction scores.
- Tailored communication style to suit diverse customer demographics, ensuring clarity and positive rapport.
- Coordinated with logistics to update customers on order statuses and resolve delivery issues.
- Remained calm under pressure to handle customer complaints and solve problems.
- Gave clients information about available products and services to build awareness.
- Listened to clients to identify requirements and prepare accurate tickets for further action.
- Received calls and redirected individuals to relevant departments for smooth customer care.
- Attended to incoming enquiries within target timeframes.
- Established positive rapport with customers through various channels.
- Met demands of high-volume customer enquiries and exceeded performance targets.
- De-escalated negative correspondence to achieve positive outcome.
- Collected customer data, processing in line with GDPR guidelines.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Conducted outbound calls for customer satisfaction follow-ups and to gather feedback.
- Dispatched or escalated tasks to appropriate departments for swift resolution.
Senior Sales Assistant
Mistral Stores Ltd
Tetbury
07.2019 - 11.2020
- Welcomed and gave tailored advice to a demanding customer base in the store.
- Created customer loyalty by adapting advice given to the customers' desires and needs.
- Used knowledge of the sales lines and customers' preferences to reach individual and store sales targets.
- Assisted in stock management and deliveries, keeping a tidy stockroom at all times.
- Worked with the team to complete the daily and weekly routines that kept the shop safe, clean and tidy.
- Ensured the store's visual standards were market-leading, carrying out visual merchandising in accordance with guidelines provided by the Manager.
- Managed the design and development of merchandise displays on the sales floor while effectively highlighting appropriate products as advised by management.
- Operated a cash register and served customers using a combination of cash and contactless payments.
- Handled customer complaints with integrity and professionalism and escalated serious issues to the manager on duty for further processing.
- Performed routine price audits using a pricing gun linked to the inventory system and applied any changes to ensure customers pay the correct price for items.
- Performed end-of-day cleaning duties, including wiping down windows as well as sweeping and mopping the shop floor.
- Unpacked and sorted new stock deliveries within appropriate service timeframes and safety requirements.
- Utilised inventory and products knowledge to make appropriate recommendations to customers based on need, price, and occasion.
- Effectively communicated with customers, answering all questions they have about the store and its products.
- Used and mastered company POS system to conduct transactions and process exchanges and refunds.
- Undertook the sale of products and services in a retail store location while exceeding all sales and customer service expectations.
- Managed a range of day-to-day operational duties to facilitate seamless store operations, including opening and closing the shop, cashing up, money mapping, weekly conference call, banking and ensuring cash float is correct and accounted for daily.
Clean room operative and order packer
Insight Medical Products Ltd
Tetbury
07.2017 - 08.2018
- Complied with all manual handling and working-at-height regulations, improving the work environment's safety and reducing incidents and accidents.
- Worked to ensure material usage was logged correctly in line with company protocols.
- Ensured work area remained clean per strict hygiene protocols, eliminating daily hazards in the work environment.
- Monitored and developed individual skills in line with business needs.
- Ensured correct safety practices were adhered to at all times.
- Facilitated manual unfolding, filling and hooding of trade unit boxes with cartons of finished products within a team of 7.
- Demonstrated commitment to providing high quality support to colleagues and meeting deadlines.
- Removed products that did not meet quality standards or specifications.
- Secured goods according to work orders.
- Ensured correct goods labelling.
- Visually checked products' checking codes and hand packing products.
- Followed written instructions and processes.
Education
GCSEs - O'Level, English Language, English Literature, Domestic science and Cookery, GCSE, Mathematics, Human Biology, Childcare, Religious Education, Art, RSA1, Typing
Sir Wiliam Romneys School
TetburySkills
- Great time management
- Customer care and personal service
- Judgement and decision making
- Communicating and listening
- Design
- Displays
- Strong attention to detail
- Customer service
- Complaint handling
- Customer relations
- Sales support
- Visual merchandising
- Inventory management
- Point of sale systems
- Stock replenishment
- Order processing
- Health and safety compliance
- Product knowledge
- Upselling techniques
- Time management
- Effective communication
- Customer empathy
- motivating others
- Data Entry
- Multi-Tasking in it systems
- Social media engagement
- Verbal and oral communication
- Live chat support
- Stock management
- Client engagement
- Understanding consumer behaviour
- Microsoft Office proficiency
- Data entry accuracy
- Quality Control
- Up-selling techniques
- Customer service systems
- Target-driven
- Professionalism
- Email correspondence
- Client rapport-building
- Key holder
- Retail software proficiency
- Office admin
- Grievance handling
- Familiarity with gdpr compliance
- POS Systems
- Order fulfillment
- Telephone etiquette
- Positive attitude
- Customer service excellence
- Creative thinking
- Time-management
- Decision making
- Active listening
- Customer relationship management
Languages
English
Proficient
C2
Certification
- Whilst working at Concentrix I took and passed my Mental Health First Aiders course.
Interests
- I enjoy reading
- Walking our dogs in the countryside
- Knitting and all types of hand crafting
Timeline
Lead retail assistant
Hobbs House Bakery
11.2025 - 03.2026
Senior Sales Assistant
Mistral Stores Ltd
07.2019 - 11.2020
Customer Service Advisor
Concentrix Corporation
10.2018 - 09.2025
Part time shop manageress
Skeins of Tetbury
08.2018 - 06.2026
Clean room operative and order packer
Insight Medical Products Ltd
07.2017 - 08.2018
GCSEs - O'Level, English Language, English Literature, Domestic science and Cookery, GCSE, Mathematics, Human Biology, Childcare, Religious Education, Art, RSA1, Typing
Sir Wiliam Romneys School