Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Hilferty

Galashiels ,Selkirkshire

Summary

Organised and dependable Team Manager with 3 years of experience. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.


Flexible individual with high level of professionalism, patience and productivity. Possess goal of acquiring leadership skills and maintaining customer loyalty. Self-driven and motivated to go extra mile to serve and assist team.

Overview

10
10
years of professional experience

Work History

Pension Administrator Support

Scottish Public Pensions Agency
Tweedbank, The Scottish Borders
02.2025 - Current
  • Maintained accurate data in the system for smooth pension administration processes.
  • Handled terminations or death benefits professionally, provided support during difficult circumstances.
  • Contributed to team effort by accomplishing related results as needed.
  • Coordinated office operations by handling phone inquiries and managing correspondence.
  • Handled sensitive information discreetly maintaining high level confidentiality at all times.
  • Updated agencies databases by inputting new members contact information and employment details.

Team Manager

Marks & Spencer
Galashiels, The Scottish Borders
08.2021 - 01.2025
  • Recruited and trained staff members, leading by example to consistently elevate store standards.
  • Managed, motivated and developed a team of 16 line reports to consistently deliver exceptional customer service.
  • Improved team performance through regular coaching and feedback, fostering culture of continuous improvement.
  • Completed opening and closing procedures each day.
  • Toured sales floor regularly, assessing and improving daily operations.
  • Conducted staff appraisals and promoted ongoing professional development.
  • Kept staff records regarding holidays, absences and discipline.
  • Monitored stock levels and wrote timely order supply requests to replenish merchandise.
  • Understood what drives overall business success and prioritised and delivered quality results.
  • Analysed sales figures, identifying areas to improve and implementing remedial action.
  • Created seasonal sales plans with varying stock and promotional strategies.
  • Inspired team to represent brand with enthusiasm by maintaining high standards.
  • Assisted in recruiting, hiring and onboarding store staff.

Assistant Team Manager

Marks & Spencer
Galashiels, The Scottish Borders
08.2020 - 08.2021
  • Attended training and supervision workshops for improved service user support.
  • Cashed up tills and counted takings to balance books at business close.
  • Maintained neat, tidy and fully stocked shelves and racks to facilitate optimum sales opportunities.
  • Approved customer refunds and exchanges upon close item inspection.
  • Attended to customer needs promptly, leading shop teams by example.
  • Delegated tasks to staff to meet daily service requirements.

Section coordinator

Marks & Spencer
Galashiels, The Scottish Borders
04.2016 - 08.2020
  • Cashed up tills and counted takings to balance books at business close.
  • Maintained neat, tidy and fully stocked shelves and racks to facilitate optimum sales opportunities.
  • Approved customer refunds and exchanges upon close item inspection.
  • Attended to customer needs promptly, leading shop teams by example.
  • Mentored staff on handling and resolving customer concerns.
  • Instructed staff on point-of-sale till operation and transaction processing.
  • Coached team to deliver top-quality customer service and uphold brand values.

Customer assistant

Marks & Spencer
Galashiels, The Scottish Borders
11.2014 - 04.2016
  • Welcomed customers and provided responsive assistance to improve store experiences.
  • Resolved customer complaints and process issues with proactive problem-solving skills.
  • Operated cash registers with accuracy and processed cash and card transactions.
  • Engaged customers to enhance in-store experience and provide outstanding customer service.
  • Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
  • Monitored display stock levels, replenishing for consistently well-stocked sales floor.

Education

Scottish Qualifications Certificate -

Galashiels Academy
Scottish Borders

Skills

  • Leadership skills
  • Outstanding customer service
  • Coaching leadership
  • Stock management
  • Staff mentorship and training
  • Staff rota management
  • Customer service skills
  • Attention to Detail
  • Personal Licence Holder (Licensing Scotland Act 2005)

Timeline

Pension Administrator Support

Scottish Public Pensions Agency
02.2025 - Current

Team Manager

Marks & Spencer
08.2021 - 01.2025

Assistant Team Manager

Marks & Spencer
08.2020 - 08.2021

Section coordinator

Marks & Spencer
04.2016 - 08.2020

Customer assistant

Marks & Spencer
11.2014 - 04.2016

Scottish Qualifications Certificate -

Galashiels Academy

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Melissa Hilferty