Natalie Poyner
Summary
Results-oriented professional with 20 years of customer-facing experience across hospitality, sales and retail. Drives sales through strategic brand knowledge and insights, consistently meeting performance targets. Motivates teams and fosters engagement to enhance organisational growth and learning.
Overview
26
26
years of professional experience
Work History
Kitchen & Bathroom Designer
B&Q Stores
Stafford
09.2010 - Current
- Collaborated with clients to create detailed bathroom and kitchen project plans, ensuring smooth project execution.
- Achieved sales targets through tailored service and customer satisfaction initiatives.
- Enhanced promotions and add-on sales by refining daily customer service strategies.
- Promoted in-store and online incentives to lift customer engagement and profit.
- Addressed customer complaints by actively listening and providing solutions. and resolving issues promptly and professionally.
- Supported training and induction on shop floor for new colleagues.
- Monitored footfall and updating merchandising to company standards regularly.
Project Manager
B&Q Installation Centre
Wolverhampton
09.2008 - 09.2010
- Defined project scope in collaboration with senior management to align objectives and expectations
- Created work plans to identify and sequence activities for successful project completion
- Coordinated resources to guarantee availability for project execution
- Delivered high-standard customer service via telephone to customers, stores, fitters, and delivery companies
Reception / Data entry / Events Coordinator / Call Centre Supervisor
Customer Service Network (CSN)
09.2001 - 09.2008
Waitress and Events Coordinator
Mill House
01.2001 - 08.2001
Education
11 GCSEs - English, Maths and Science
Cheslyn Hay Sport and Community High School
Customer service
Btec
Skills
- Workload management
- Autonomous teamwork
- Delegation and leadership
- Deadline management
- Retail software systems
- Technical proficiency
- Written communication
- Client consultation skills
- Problem-solving approach
- Adaptability and reliability
Additional information
Hold a full clean UK driving licence and passport
Timeline
Kitchen & Bathroom Designer
B&Q Stores
09.2010 - Current
Project Manager
B&Q Installation Centre
09.2008 - 09.2010
Reception / Data entry / Events Coordinator / Call Centre Supervisor
Customer Service Network (CSN)
09.2001 - 09.2008
Waitress and Events Coordinator
Mill House
01.2001 - 08.2001
11 GCSEs - English, Maths and Science
Cheslyn Hay Sport and Community High School
Customer service
Btec