Monique Smith

• Oversaw daily store operations, ensuring optimal stock levels, effective staff rotas, and high customer service standards.
• Controlled store budget, managing expenses to achieve financial targets.
• Oversaw inventory management, reducing stock loss through effective control measures.
• Coached employees on upselling techniques, significantly increasing average transaction value.
• Conducted performance reviews, establishing objectives and targets for team members to enhance accountability and performance.
• Implemented health and safety protocols to ensure a safe shopping environment for customers and staff.
• Collaborated with HR to recruit, interview, and hire new staff, ensuring a high level of team capability.
• Ensured a safe and secure store environment by completing risk and health & safety audits.

• Monitored staff performance and developed targeted improvement plans to enhance team effectiveness.
• Trained new employees on company policies, customer service excellence, and sales techniques.
• Resolved escalated customer complaints by offering tailored solutions, ensuring customer satisfaction and loyalty.
• Oversaw daily operations, including opening and closing procedures, to maintain store standards.
• Led weekly staff meetings to discuss targets, performance improvements, and customer feedback.
• Conducted performance reviews, delivering constructive feedback and establishing individual goals to drive personal development.
• Managed team rosters to guarantee optimal staffing levels during peak and off-peak hours.
• Organised staff training sessions on new product ranges, enhancing team knowledge and sales skills.

• Identified customer needs through effective questioning, recommending products that enhanced customer satisfaction.
• Resolved customer queries and complaints professionally, restoring satisfaction and loyalty promptly.
• Listened to customers to uncover upselling opportunities, contributing to increased sales.
• Achieved company targets by applying training received.
• Collaborated with team members to share best practices and enhance overall sales performance.
• Adapted sales techniques to meet changing consumer behaviours and preferences.
• Assisted with stocktakes and stock control processes.

Covered for permanent letting agent during absence, ensuring continuity of service for clients