Kimberley Shelford
Bury,Lancashire
Summary
Dynamic professional with a robust skill set in team leadership and development, interpersonal understanding, and influence and relationship building. Demonstrates exceptional verbal and written communication, analytical thinking, and problem-solving abilities. Expertise in workload management, service delivery, compliance awareness, and service quality assurance ensures high standards of performance. Proficient in disciplinary and grievance handling as well as complaint handling procedures. Committed to maintaining product knowledge and inventory control while effectively managing time. Career goals include leveraging regional mobility to enhance service delivery expertise across diverse environments.
Seasoned professional with keen focus on service management. Possess unique skills in strategic planning, problem-solving and team leadership that drive business success in fast-paced environments. Committed to achieving high standards of customer satisfaction and operational excellence.
Overview
18
18
years of professional experience
Work history
Service Manager
BARDOC
Bury, Manchester
2023.10 - 2026.03
- Assisted in leading and managing a team of patient coordinators responsible for front-line service through call handling and coordination of clinical care, managing calls from 50% answered in 60 seconds to 90%.
- Supported training and mentoring of personal coordinators to provide high-quality service.
- Ensured adherence to best practices by all team members.
- Facilitated compliance with internal and external investigations.
- Collaborated with clinical management to implement clinical and corporate policies effectively.
- Maintained a positive work environment through effective conflict resolution strategies among staff.
- Improved response times, resulting in higher client satisfaction rates.
- Liaised with suppliers for smooth operation of daily activities without interruption or delay due to lack of resources.
- Led team meetings to set performance goals and review progress regularly.
Business Owner
Betty's Bubbles
Rochdale, Manchester
2017.10 - 2023.10
- Assisted customers with inquiries and solutions in service roles.
- Supported sales and advertising initiatives to enhance brand visibility.
- Maintained mobility across Northwest for service provision.
- Aided in managing business finances for operational stability.
- Facilitated networking opportunities to expand professional connections.
- Executed stock management to ensure adequate inventory levels.
- Organised workload and time management for operational efficiency.
- Operated Betty's Bubbles, providing equine clothing laundry and livery services across Northwest.
Store Manager
Home Bargains
Salford, Manchester
2008.09 - 2017.10
- Motivating and coaching staff
- Liaising with authorities.
- Supporting all levels of management to ensure standards are met
- Recruitment and development of staff.
- Staff disciplinary investigations.
- Staff grievance and customer complaint procedures
- Boosted store's reputation for excellence through meticulous upkeep, product presentation and customer service.
- Implemented promotional displays to increase product visibility and sales.
- Coached underperforming employees improving their job performance significantly.
- Resolved customer complaints effectively, protecting the store's image and consumer relationships.
- Handled cash transactions accurately, minimising financial discrepancies at the till.
- Managed staff rosters, ensuring adequate coverage during peak times.
- Oversaw business staffing and training, building successful, customer-focused team.
Assistant Manager
Home Bargains
Bury, Manchester
2008.09 - 2017.10
- Assisted in managing store operations during absence of store manager.
- Delivered excellent customer service and resolved customer complaints effectively.
- Modelled positive behaviour for team members.
- Supported achievement of KPIs such as sales, salaries, and stock loss targets.
- Helped with recruitment, training, and management of a team of up to sixty staff.
- Facilitated performance and absence management processes.
- Assisted in recruitment process to build an effective workforce.
- Managed daily operations to ensure smooth running of the shop floor.
- Handled stock control duties diligently preventing overstocking or shortages.
Store Supervisor
Home Bargains
Bury , Manchester
2008.09 - 2017.10
- Managing Lead Sales Assistants
- Running part shifts
- Strive towards the achievement of KPIs such as sales, salaries, and stock loss targets
- Monitor performance and absence
- Ensure adherence to health, safety, and security
- Assisted in inventory management to maintain sufficient stock levels.
- Handled customer enquiries with professionalism leading to enhanced client relations.
- Performed daily cash handling duties, ensuring accurate financial transactions at tills.
- Created an inviting store environment enhancing customer shopping experiences.
Skills
- Team leadership and development
- Interpersonal understanding
- Influence and relationship building
- Verbal and written communication
- Analytical thinking and problem solving
- Workload management
- Moral courage
- Regional mobility
- Disciplinary and grievance handling
- Complaint handling procedures
- Service delivery expertise
- Compliance awareness
- Service quality assurance
- Product knowledge
- Inventory control
- Time-management
References
References are available upon request
Timeline
Service Manager
BARDOC
2023.10 - 2026.03
Business Owner
Betty's Bubbles
2017.10 - 2023.10
Store Manager
Home Bargains
2008.09 - 2017.10
Assistant Manager
Home Bargains
2008.09 - 2017.10
Store Supervisor
Home Bargains
2008.09 - 2017.10