Summary
Overview
Work history
Education
Skills
Achievements:
References
Timeline
Generic

Lourdes Desouza

Peterborough

Summary

Dynamic professional with a comprehensive skill set in customer service, team leadership, and client relations. Demonstrates resilience under pressure and excels in problem-solving, ensuring health and safety compliance while driving results. Skilled at staff recruitment, performance monitoring, and financial reporting, with a proven track record of enhancing customer engagement and relationship management. Committed to fostering organised teamwork and time efficiency to achieve organisational goals.

Driven professional with leadership and strategic planning skills, coupled with strong background in team management and operational efficiency. Skilled at promoting team collaboration and implementing process improvements. Focused on driving growth and achieving organisational success.

Overview

12
12
years of professional experience
2013
2013
years of post-secondary education

Work history

General manager

Isurus Fulfilment
Peterborough
07.2024 - Current
  • Successfully negotiated contracts with suppliers.
  • Increased overall operational efficiency by implementing new management strategies.
  • Built high-performing teams to achieve organisational objectives.
  • Oversaw all aspects of daily operations, ensuring smooth running of the organisation.
  • Established a positive work environment which promoted staff morale and productivity.
  • Delivered results under pressure to meet tight deadlines.
  • Increased picking and packing accuracy by 70%.
  • Completion of Invoices for clients at the end of the month.
  • Achieved customer satisfaction with regular feedback and improvement sessions.
  • Regularly reviewed performance data, driving continuous improvement efforts.

Office administrator

Isurus Fulfilment
Peterborough
10.2023 - 07.2024
  • Handled sensitive information discreetly, adhering strictly to confidentiality protocols at all times.
  • Managed daily scheduling to facilitate organised operations.
  • Resolved customer queries promptly for improved client satisfaction.
  • Handled correspondence, providing timely responses to all enquiries.
  • Streamlined office operations by implementing effective filing systems.
  • Enhanced team efficiency for seamless workflow management.
  • Provided administrative support during high-pressure periods, aiding overall productivity.
  • Assisted in staff recruitment, contributing to building a strong team.
  • Maintained office supplies, reducing downtime due to lack of resources.
  • Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs.
  • Greeted and directed incoming visitors and clients.
  • Utilised Microsoft Excel to manage spreadsheets and deliver specialised reports on company metrics.

Warehouse operative

Isurus Fulfilment
Fengate, Cambridgeshire
11.2021 - 10.2023
  • Listened closely to instructions, carrying out fast-paced picking and packing in line with targets.
  • Maintained clean, safe and orderly warehouse space.
  • Reduced damages with careful handling and storage of fragile items.
  • Picked, packed and dispatched high-volume orders, consistently exceeding warehouse performance targets.
  • Completed work following safety rules for best working practices.
  • Collaborated on stock checking routines, provided accurate inventory updates.
  • Loaded and unloaded delivery vehicles, ensured safe transport of goods.

Supervisor

Card Factory
Queensgate, Peterborough
01.2020 - 11.2021
  • Overseeing the store, and its profits and sales for the day.
  • Providing customers with the best customer service and answering their requests.
  • Working as a team member, to provide my work colleagues with the best support, from their day to day duties.
  • Making sure up selling and customer service is foremost, throughout each day.
  • Completing deliveries of cards and product to ensure shop floor is full.
  • Finalising banking and cash handling procedures.
  • Dealing with customer complaints and finding the best solution for the customer.
  • Adjusting to different work environments, due to staff shortages and having to cover other stores.
  • Making sure that a set of sale targets are met within each day.

Beauty sales adviser

Beauty Bay
London
06.2019 - 12.2019
  • Close-knit family business.
  • Participated actively in promotional events.
  • Promoted new beauty products to potential customers.
  • Built strong relationships with clients through empathetic listening and tailored advice for their beauty needs.
  • Increased brand knowledge through regular training sessions with suppliers.
  • Boosted customer satisfaction by demonstrating knowledge of beauty products.

Team Leader

Superdrug
Queensgate, Peterborough
11.2015 - 05.2019
  • Supporting the management team, in the day to day business activities.
  • Completing deliveries of stock and making sure the shop floor is as full as possible, to increase sales.
  • Driving sales to meet targets and focusing on the delivery of excellent customer service, which will increase sales targets.
  • I also had to work alongside closely with my manager, to identify and explore opportunities to help grow sales.
  • Manage my team of colleagues and set them with targets each day, to help with the companies' profits; in addition to help them develop and improve their skills.
  • Completing paperwork when necessary, cashing up processes and answering/making phone calls when required.
  • Dealing with customer enquiries/complaints and aiming to meet their expectations.
  • Assisting my manager with the hiring process and new team member training.

Sales Assistant/Supervisor

Card Factory
Queensgate, Peterborough
10.2013 - 11.2015
  • Assisting customers to find the products they were looking for.
  • Being responsible for processing cash and card payments whilst serving customers at the till.
  • Making sure outstanding customer service is met.
  • Once I was promoted to supervisor, I was mainly office based, making phone calls and also completing cash handling procedures.
  • Be in charge of the store, its profits and sales for each day.

Education

GCSE -

St John Fisher Catholic High School

AS Level - undefined

St John Fisher Catholic High School

BTEC National Diploma - Travel and Tourism Level 3

Peterborough Regional College
Peterborough
07.2010 - 07.2012

Skills

  • IT knowledge
  • Team worker
  • Team Leadership
  • Financial reporting
  • First-aid certified
  • Problem solving skills
  • Clean driving license
  • Result-Driven approach
  • Customer relationship management
  • Staff recruitment and retention
  • Performance monitoring
  • Client relations
  • Time efficiency
  • Health and Safety Compliance
  • Resilience under pressure
  • Customer engagement

Achievements:

Unassisted, formed a team within the warehouse, with efficiency to picking, packing and dispatching. Implemented changes to structure, workflow and staff safety within the warehouse, to drive results within the business. Managed a variety of different coffee businesses to soar them to success with their orders within the fulfilment centre and their customer volume, an example being; Wonky Coffee, Hampstead Tea and John Street Beverage.

References

References available upon request.

Timeline

General manager

Isurus Fulfilment
07.2024 - Current

Office administrator

Isurus Fulfilment
10.2023 - 07.2024

Warehouse operative

Isurus Fulfilment
11.2021 - 10.2023

Supervisor

Card Factory
01.2020 - 11.2021

Beauty sales adviser

Beauty Bay
06.2019 - 12.2019

Team Leader

Superdrug
11.2015 - 05.2019

Sales Assistant/Supervisor

Card Factory
10.2013 - 11.2015

BTEC National Diploma - Travel and Tourism Level 3

Peterborough Regional College
07.2010 - 07.2012

AS Level - undefined

St John Fisher Catholic High School

GCSE -

St John Fisher Catholic High School

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Lourdes Desouza