Summary
Overview
Work History
Education
Skills
Earlier Employment
Timeline
Generic

Joanne Cooper

Summary

Experienced Customer Service Manager with an excellent reputation for resolving problems and improving customer satisfaction. Offers flexible schedule to deliver on team goals, excellent communication and good judgment to effectively meet team needs. Proactive planner and problem solver.

Overview

32
32
years of professional experience
1985
1985
years of post-secondary education

Work History

Team Manager

Tesco Stores Ltd
Newcastle upon Tyne, Tyne and Wear
11.2023 - 05.2025
  • Monitored individual performances to identify areas needing improvement, leading to increased efficiency within the team.
  • Constructively provided feedback on performance, encouraging continuous improvement among employees.
  • Resolved conflict situations effectively between team members, ensuring harmonious relationships.
  • Enhanced customer experience through proactive problem-solving and communication techniques.
  • Boosted morale by recognising outstanding performance amongst team members.
  • Assessed customer feedback regularly, taking necessary actions towards enhancing service quality.
  • Ensured all team members adhered to company rules and regulations, maintaining a professional working environment.
  • Coordinated schedules for optimal staffing during peak times.
  • Handled escalated customer complaints with diplomacy, resulting in satisfied customers.
  • Collaborated with other departments for smooth inter-departmental functioning, improving overall company performance.
  • Conducted regular performance reviews, supporting staff progression and development plans.

General Manager

Tesco Family Dining Ltd
Newcastle upon Tyne, Tyne and Wear
11.2019 - 11.2023
  • Introduced effective cost control measures, reducing unnecessary expenditure.
  • Delivered results under pressure to meet tight deadlines.
  • Streamlined communication processes for improved team collaboration.
  • Increased overall operational efficiency by implementing new management strategies.
  • Improved staff retention with robust HR policies and procedures.
  • Maintained compliance with industry regulations at all times.
  • Oversaw all aspects of daily operations, ensuring smooth running of the organisation.
  • Coordinated month-end closing activities to ensure timely generation of profit and loss statements.

Restaurant Owner

Self Employed
Newcastle-under-Lyme, Staffordshire
03.2009 - 02.2020
  • Monitored servers to identify and resolve lapses in service delivery.
  • Trained and equipped new staff with restaurant values and standards to keep guests happy.
  • Promoted the restaurant on social media platforms for increased visibility and patronage.
  • Improved restaurant efficiency by implementing new management systems.
  • Monitored accounts payable and receivable statuses, keeping financial records up-to-date.
  • Developed and implemented strategies to reduce costs and boost profitability.
  • Developed unique menu items for enhanced customer satisfaction.
  • Ensured seamless operation with consistent staff training sessions.
  • Harnessed tools and technologies, streamlining restaurant operations.
  • Supervised restaurant operations and enforced food and safety standards.
  • Analysed industry trends and patterns to inform investment decisions and menu choices.
  • Checked financial reports and statements to determine business performance.

Bar Supervisor

Yates
Newcastle under Lyme, Staffordshire
12.2007 - 03.2009
  • Maintained exceptional customer service at peak times through strategic management of priorities and responsibilities.
  • Adhered to licensing regulations, maintaining the reputation of the establishment.
  • Checked identification of customers to enforce age restriction laws on alcohol consumption.
  • Supervised team members to ensure excellent service delivery.
  • Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
  • Trained staff for improved service quality and professionalism.
  • Handled difficult customers tactfully, ensuring minimum disruption to other guests.
  • Resolved customer complaints promptly, fostering positive relationships with clientele.

Warehouse Colleague

Asda George Distribution Centre (Logistics)
Newcastle-under-Lyme, Staffordshire
01.2005 - 12.2007
  • Coordinated with team members, enhancing overall efficiency.
  • Maintained clean and safe warehouse environment for optimal productivity.
  • Streamlined workflow with detailed organisation of goods.
  • Assisted in the training of new staff, fostering teamwork and knowledge sharing within the team.
  • Enhanced operational efficiency through proficient use of warehouse management systems.

Customer Service/Dispatch/Station Announcer

Virgin Trains
Stoke on Trent, Staffordshire
01.2003 - 01.2005
  • Dealing with customer enquiries/complaints with high and effective communication skills as well as good composure at busy times.
  • Monitored train movements, ensuring timely arrival and departure.
  • Resolved issues quickly during peak hours, maintaining high levels of customer satisfaction.
  • Ensured efficient train dispatch and control by using complex rail traffic management systems.
  • Managed communication with train crew for effective coordination.
  • Assisted in training new dispatchers, sharing knowledge and experience.
  • Maintained updated knowledge of railway regulations and safety standards through regular training sessions.
  • Dealt with unforeseen delays or cancellations promptly, minimising disruption to services.
  • Liaised with maintenance teams for prompt repair of faulty equipment preventing potential delays in service delivery.
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.

Senior Stewardess

Intercity East Coast / GNER
Newcastle upon Tyne, Tyne and Wear
01.1993 - 01.2003
  • Dealt with passenger complaints promptly and professionally, enhancing satisfaction rates..
  • Managed stock control on board trains, ensuring availability of desired items for passengers throughout journey.
  • Handled emergency procedures, minimising disruption to services.
  • Assigned tasks to team members, maximising productivity during shifts.
  • Supervised on-board crew, ensuring high quality customer service.
  • Collaborated with station staff for seamless transfer of passengers at stops.
  • Took action to assist in event of emergencies or accidents.
  • Greeted boarding passengers and answered questions during boarding process.
  • Identified passenger needs and assisted with processing ticket changes or transfers.

Education

GCSEs -

Prudhoe County High School
Prudhoe, Northumberland

Skills

Advanced customer service skills

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Earlier Employment

  • Shell UK, Nightshift Cashier, 01/01/92, 12/31/93, Blaydon
  • Metroland, Cash Office Admin Clerk, 01/01/88, 12/31/92, Gateshead Metrocentre
  • Chi Chi's, Cocktail server, 01/01/87, 12/31/88, Gateshead Metrocentre
  • The Falcon Roast Inn, Waitress, 01/01/85, 12/31/87, West Wylam

Timeline

Team Manager

Tesco Stores Ltd
11.2023 - 05.2025

General Manager

Tesco Family Dining Ltd
11.2019 - 11.2023

Restaurant Owner

Self Employed
03.2009 - 02.2020

Bar Supervisor

Yates
12.2007 - 03.2009

Warehouse Colleague

Asda George Distribution Centre (Logistics)
01.2005 - 12.2007

Customer Service/Dispatch/Station Announcer

Virgin Trains
01.2003 - 01.2005

Senior Stewardess

Intercity East Coast / GNER
01.1993 - 01.2003

GCSEs -

Prudhoe County High School

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Joanne Cooper