Lucy Ferguson
Watford
Summary
Friendly and reliable retail customer service professional with a bright, approachable personality and strong communication skills. Experienced in fast-paced environments, delivering high-quality service and creating positive customer experiences. A great team player who remains calm under pressure and takes pride in being organised and efficient.
Passionate about cooking. Regularly prepare and cook meals for the household, with a keen interest in experimenting with new ideas and using ingredients creatively and resourcefully. Enthusiastic about contributing to a welcoming catering environment and supporting smooth, efficient service.
Overview
21
21
years of professional experience
Work history
Team member
Blakemore Retail
Abbots Langley, Hertfordshire
2025.02 - Current
- Deliver friendly and attentive customer service, ensuring a welcoming experience that encourages repeat visits and boosts sales.
- Resolve customer issues and complaints quickly, turning challenges into positive interactions.
- Provide knowledgeable customer assistance, answering questions and offering recommendations based on expertise.
- Monitor inventory levels and restock items to meet demand and ensure product availability.
- Maintain a tidy and organised sales floor, creating eye-catching displays to highlight merchandise and attract customers.
- Follow company protocols and procedures, ensuring compliance and contributing to smooth store operations.
- Manage multiple tasks efficiently, maintaining excellent customer service during peak hours.
Customer service assistant
Peacocks
Watford, Hertfordshire
2024.05 - Current
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
- Assisted customers with varying questions using product knowledge and service expertise.
- Replenished store inventory regularly, monitoring stock demands to appropriately address customer needs.
- Maintained spotlessly clean sales floors, organising merchandise for visually-appealing displays.
- Adhered strictly to policies and procedures for continued company compliance.
- Multi-tasked to keep customer service levels at optimal capacity at peak times.
Night replenishment colleague
Asda
Watford, Hertfordshire
2018.08 - 2022.05
- Rotated and discounted products to maximise sales before sell-by dates.
- Unpacked and processed deliveries quickly to maximise available goods.
- Arranged products to visual merchandising plans.
- Updated shelf prices and labels in line with store procedures.
- Faced-up shelves for customers to easily identify products.
Store supervisor
McColl's
Watford, Hertfordshire
2015.10 - 2018.08
- Updated pricing and promotions to fulfil store goals.
- Resolved complaints to achieve full customer satisfaction.
- Managed stock levels to maximise sales opportunities.
- Trained team to upsell products and navigate POS systems.
- Engaged with suppliers to facilitate smooth delivery schedules.
- Facilitated smooth store operations, performing daily opening and closing functions.
Reference Handler
FCC Paragon
Portsmouth, Hampshire
2012.03 - 2014.01
- Processed and actioned a high number of calls during busy periods.
- Employed typing speed and accuracy to generate notes while speaking to callers.
- Worked with confidential information, complying with strict privacy policies.
- Managed long-term customer relationships to increase revenue.
- Delivered excellent customer service and proactively sought innovative ways to enhance service quality.
Store colleague
Marks & Spencer
Portsmouth, Hampshire
2010.12 - 2011.12
- Operated tills with accuracy and processed cash and card transactions.
- Took interest in customers' needs and concerns to provide thoughtful advice and product recommendations.
- Monitored and reported suspicious activity to the security officer to avoid theft.
- Followed company procedures and guidelines for smooth retail operations.
- Maintained knowledge of products and features to provide recommendations to customers.
- Carried out back-of-house maintenance, for clear, easy-to-navigate stockroom management.
- Updated product labelling and pricing to reflect discounts and offers.
- Processed returned or exchanged items and provided refunds to customers.
- Assisted customers in locating specific items to boost satisfaction.
- Completed purchases with cash, credit and debit payment methods, providing customer receipts for reference.
- Replenished floor stock and processed deliveries promptly, maximising product availability for customers.
Assistant Manager
Co op
Portsmouth, Hampshire
2005.03 - 2010.12
- Carefully managed and recorded cash and credit transactions, diminishing financial discrepancies.
- Initiated inventory control measures to manage and replenish stock, maintain costs and meet customer demands.
- Trained staff on best practices to achieve optimal productivity.
- Enforced company policies and guidelines for all employees.
- Worked with store manager to develop action plans to increase performance and exceed sales KPIs.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
- Designed work schedules to provide optimal and balanced cover of store needs.
- Operated POS with accuracy and precision, balancing tills with excellent cash handling.
Education
A level English Literature and Language -
Portsmouth College
Portsmouth, HampshireA Level Performing Arts -
Portsmouth College
Portsmouth, HampshireAVCE Health and Social Care -
Portsmouth College
Portsmouth, Hampshire7 GCSE graded A to C -
St Lukes C of E Secondary School
Portsmouth, HampshireSkills
- Customer service focused
- Superb time management
- Outgoing and enthusiastic
- Organised and reliable
- Expert multitasker
- Positive can-do attitude
- Teamwork and supporting others
- Written and verbal communication skills
- Accurate cash handling and cashing up skills
- Stock management and replenishment
- Cook daily for household
- Basic food safety and hygiene awareness
Other Work History
- Support worker, 02/2023-10/2023 Clients own home, Watford, Hertfordshire;
- Front-of-House team member, 05/2022 to 07/2022 The Essex Arms, Watford, Hertfordshire.
- Supervising Support Worker, 12/2011-03/2012 Crescent Community Care, Portsmouth, Hampshire.
Timeline
Team member
Blakemore Retail
2025.02 - Current
Customer service assistant
Peacocks
2024.05 - Current
Night replenishment colleague
Asda
2018.08 - 2022.05
Store supervisor
McColl's
2015.10 - 2018.08
Reference Handler
FCC Paragon
2012.03 - 2014.01
Store colleague
Marks & Spencer
2010.12 - 2011.12
Assistant Manager
Co op
2005.03 - 2010.12
A level English Literature and Language -
Portsmouth College
A Level Performing Arts -
Portsmouth College
AVCE Health and Social Care -
Portsmouth College
7 GCSE graded A to C -
St Lukes C of E Secondary School