Summary
Overview
Work history
Education
Skills
Timeline
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Louise Bryce

Torpoint,Cornwall

Summary

Experienced and dedicated customer service professional with over 16 years in the industry, including 9 years in management roles. Proven track record of leading high-performing teams, driving service excellence and implementing operational improvements. Highly skilled in scheduling, holiday and resource planning, recruitment, performance management, and leading change initiatives. A natural leader known for being organised, reliable and people-focused, with a strong commitment to driving exceptional customer experiences.

Overview

16
16
years of professional experience
8
8
years of post-secondary education

Work history

Customer Experience Manager

Sainsburys
Plymouth
02.2025 - Current
  • Managed difficult situations, ensuring customer retention and loyalty.
  • Investigated complex issues comprehensively, resolving them quickly and efficiently.
  • Enhanced team performance for better customer experience through regular training sessions.
  • Coordinated between departments to ensure smooth customer interactions.
  • Handled complaints, providing appropriate, timely solutions, following up to ensure continued customer satisfaction.

Lead Customer Experience Manager

Sainsburys
Plymouth
11.2024 - 02.2025
  • Compiled comprehensive reports detailing key performance indicators related to customer service.
  • Facilitated ongoing training sessions for employees at different skill levels.
  • Mediated disputes between customers and staff, resolving issues satisfactorily for both parties.
  • Assessed performance metrics regularly, identifying opportunities for improvement in the process.
  • Boosted customer satisfaction by implementing effective strategies for issue resolution.
  • Oversaw all aspects of the customer journey, ensuring a seamless experience.
  • Conducted regular staff meetings to ensure alignment on company goals and objectives.

Food Manager

Sainsburys
Plymouth
08.2022 - 11.2024
  • Scheduled shifts effectively, reducing staff overtime hours whilst maintaining service levels.
  • Assisted with inventory management, bolstering product availability.
  • Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets.
  • Controlled stock levels, reducing waste and improving sales performance.

Online Manager

Sainsburys
Plymouth
10.2021 - 08.2022
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines.
  • Displayed energy and enthusiasm in fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Oversaw daily operations to achieve high productivity levels.

Job Family Manager

Sainsburys
Plymouth
11.2016 - 10.2021
  • Delegated tasks efficiently to maximise productivity.
  • Led performance reviews, identified areas for improvement.
  • Facilitated staff training, resulting in better customer service.
  • Maintained smooth-running business operations by delegating priorities to staff abilities.
  • Coordinated hiring, recruitment and training strategies to build successful administrative team.

Team leader

Sainsburys
Torpoint
01.2011 - 11.2016
  • Managed staff scheduling for optimal productivity.
  • Hold a personal licence for store operations, demonstrating strong knowledge of licencing laws and compliance.
  • Highly skilled in coordinating holiday cover, managing performance and driving change initiatives.
  • Lead recruitment drives for talent acquisition.

Customer Service Assistant

Sainsburys
Torpoint
02.2009 - 01.2011
  • Learnt cashier duties for smooth transaction processes.
  • Prioritised tasks during busy periods for maximised productivity .
  • Handled cash transactions accurately, maintaining financial integrity of the till.
  • Multi-tasked to keep customer service levels at optimal capacity at peak times.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Listened actively to customer concerns, confusions and needs for excellent communication.

Education

NVQ Level 2 - Barbering

City College Plymouth
Plymouth
09.2011 - 07.2012

NVQ Level 3 - Hairdressing

City College Plymouth
Plymouth
09.2007 - 07.2010

GCSEs -

Torpoint Community College
Torpoint
09.2002 - 07.2007

Skills

Strong Communication - Confident and clear communicator, able to engage effectively with individuals at all levels


Highly Organised - Maintains structure and order in day to day tasks , ensuring nothing is overlooked


Natural Leader - Comfortable taking initiative and guiding others, with a collaborative and supportive leadership style


Hardworking & Focused - Dedicated to achieving high standards, with a strong ability to stay on task and meet goals


Punctual & Reliable - Consistently dependable, with a strong commitment to showing up prepared and on time


Trustworthy & Caring - Builds positive, respectful relationships through honesty, empathy and integrity


Enthusiastic & Positive - Brings energy and a proactive attitude to the workplace, helping to boost team morale


Good listener - Takes the time to understand others perspectives, contributing to effective teamwork and customer satisfaction







Timeline

Customer Experience Manager

Sainsburys
02.2025 - Current

Lead Customer Experience Manager

Sainsburys
11.2024 - 02.2025

Food Manager

Sainsburys
08.2022 - 11.2024

Online Manager

Sainsburys
10.2021 - 08.2022

Job Family Manager

Sainsburys
11.2016 - 10.2021

NVQ Level 2 - Barbering

City College Plymouth
09.2011 - 07.2012

Team leader

Sainsburys
01.2011 - 11.2016

Customer Service Assistant

Sainsburys
02.2009 - 01.2011

NVQ Level 3 - Hairdressing

City College Plymouth
09.2007 - 07.2010

GCSEs -

Torpoint Community College
09.2002 - 07.2007

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