Lauren McGann
Nottinghamshire
Summary
Dynamic retail professional with over 10 years of customer service experience and a proven 4-year track record in retail management, skilled in driving team performance and enhancing customer satisfaction. I have had the privilege of working with renowned brands such as Lidl, Tesco, Debenhams, and The Perfume Shop, where I developed expertise in team leadership and KPI management, contributing to sustained business success.
Holding a BA (Hons) in English and Creative Writing, I have sharpened my communication skills and nurtured my creativity in resolving challenges. Having lived in Birmingham for the past decade, I possess a deep understanding of customer diversity and thrive on building relationships that foster loyalty and satisfaction. I am eager to bring my experience and enthusiasm to a new role, contributing to a customer-focused team and making a positive impact
Overview
13
13
years of professional experience
11
11
years of post-secondary education
Work history
Team Leader
The Perfume Shop
Mansfield, Nottinghamshire
2025.02 - Current
- Encouraged open communication, fostering a positive work culture.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Developed strategies for improved performance level across the team.
- Assisting Store Manager in delivering the stores KPIS!
Shift Manager
Lidl - Warstock Road
Birmingham, West Midlands
2023.03 - 2025.01
- Dealing with cash deliveries and cash collections via Loomis.
- Reported key metrics to upper management for business decision-making process.
- Making consumables, equipment and change orders to ensure our store runs as efficient as possible.
- Being responsible for opening and closing the store on my own whilst ensuring my employees are operating productively to meet business and customer needs.
- Inventory and stock management - Fulfilling my managerial tasks each shift such as Zap the Gap, C dates, Due Diligence, Stock Correction & Safe & Safety Procedures.
- Logged daily activities and notable incidents during shifts.
- Recruited new hires to strengthen the existing workforce..
- Trained and mentored new hires and set up mentoring relationships to drive team performance.
- Upheld company policies at all times whilst dealing with staff or customers' issues.
- Assisted in recruitment process to bring in dynamic talent into the workforce.
Customer Service Assistant
Lidl
Birmingham, West Midlands
2020.02 - 2023.03
- Non-Food Specialist, building weekly new set ups enticing customers with the attention to detail and marketing.
- Bakery Specialist – baking fresh goods on a deadline.
- Freshness Specialist – ensuring Fruit and Veg, Meat and Poultry, Chiller goods are up to good quality and within the laws standards.
- Limited Offer Specialist – Changing Freezers, Chiller, MP, Ambient weekly offers to be most appealing to the customers ensuring top availability and increased turnover
- Till & Self check out trained
- Work and Control all Back Stocks including using ACD
- Inventory preparation and counts 3-6 times a year
- Training Mentor qualification course
- Showcased strong communication skills when explaining promotions or discounts to customers .
Sales Advisor
Debenhams
Bullring, Birmingham, Westmidlands
2019.09 - 2020.01
- Worked on Shop Floor and Stock Room for Womenswear.
- Helping in the stock room with deliveries, picks for the shop floor, labelling sale items and tagging clothing.
- Being on the tills on the shop floor, handling cash and card purchases as well as dealing with returns.
- Fitting room duties
- Providing exceptional customer service by maintaining shop floor presentation.
- Understood store goals and used upselling and cross-selling techniques to achieve targets.
- Boosted brand reputation with demonstration of product knowledge.
- Increased sales through effective negotiation and persuasion techniques.
Personal Shopper
Tesco
Mansfield, Nottingham
2018.11 - 2019.08
- Provide an exceptional shopping experience to online customers, making sure the products I pick are of the best quality and neatly packed.
- Choosing suitable product alternatives e.g Substitutions
- Followed company standards and paid careful attention to customer requests.
- Evaluated merchandise quality before purchase, guaranteeing value-for-money buys for customers.
- Successfully delivered on tasks within tight deadlines.
Customer Assistant
Woodhouse Fisheries
Mansfield, Nottinghamshire
2018.08 - 2018.10
- Building on my skillset from my previous job
- Restocking and food preparation
- Answering the phone for collection orders
- Handled cash and card payments with accuracy.
- Provided fast checkout service with high levels of customer care and transaction speed.
Counter Assistant
The Seaqueen Fisheries
Mansfield, Nottinghamshire
2015.08 - 2015.09
- Serving customers and taking their orders using a till system, card and cash handling.
- I was required to help prepare the shop for the morning and evening shifts, this included refilling stock, chopping and preparing numerous foods
- Maintained a positive attitude whilst interacting with customers, fostering a friendly shop environment.
- Thoroughly cleaning the shop floor and the kitchen, before and after closing.
- Packed and served high volume of orders in busy fast food setting.
- Followed health and safety standards to protect customers from illness and cross-contamination.
Work Experience
Precedo Healthcare
Mansfield, Nottingham
2012.07 - 2012.07
- During my two weeks work experience I
- Handled incoming calls and emails, ensuring prompt responses.
- Streamlined filing system, enhancing office efficiency.
- Facilitated smooth operations within the department through organised file management and data entry tasks.
- Fostered positive relationships with clients for enhanced business reputation.
- Creating and building leaflet booklet packages, as part of advertisement to gain new clients.
- Tea & coffee rounds.
Education
Bachelor of Arts - English and Creative Writing
Birmingham City University
2015.04 - 2018.09
A LEVELS - English Language, Sociology, Psychology
West Notts College
Nottingham 2014.04 - 2015.07
GCSE'S -
The Manor Academy
Nottingham 2008.04 - 2013.06
Practical Sailing Course - Competent Crew -
RYA
Southampton 2015.07 - 2015.07
Training Mentor Accreditation Programme -
TAC Level 1
Birmingham 2022.09 - 2022.09
Mentor For Women Trial Programme -
Lidl
Birmingham 2024.05 - 2025.01
Skills
- Customer Service Excellence
- Team Leadership
- Creative Problem Solving
- Conflict Resolution
- Planning & Organisation
- Time Management
- Natural Communicator
- KPI management
- Marketing and Merchandising Skills
- Sales and Upselling
- Training and Development
- Adaptability
Affiliations
- Regular blood donor
- Raised money for NSPCC and organised fundraising event at work
- Raised money and participated in a Memory Walk for Alzheimer's Society
Timeline
Team Leader
The Perfume Shop
2025.02 - Current
Mentor For Women Trial Programme -
Lidl
2024.05 - 2025.01
Shift Manager
Lidl - Warstock Road
2023.03 - 2025.01
Training Mentor Accreditation Programme -
TAC Level 1
2022.09 - 2022.09
Customer Service Assistant
Lidl
2020.02 - 2023.03
Sales Advisor
Debenhams
2019.09 - 2020.01
Personal Shopper
Tesco
2018.11 - 2019.08
Customer Assistant
Woodhouse Fisheries
2018.08 - 2018.10
Counter Assistant
The Seaqueen Fisheries
2015.08 - 2015.09
Practical Sailing Course - Competent Crew -
RYA
2015.07 - 2015.07
Bachelor of Arts - English and Creative Writing
Birmingham City University
2015.04 - 2018.09
A LEVELS - English Language, Sociology, Psychology
West Notts College
2014.04 - 2015.07
Work Experience
Precedo Healthcare
2012.07 - 2012.07
GCSE'S -
The Manor Academy
2008.04 - 2013.06