Nicola Howell
Aylesford,Kent
Summary
Retail Operations Specialist with expertise in loss prevention, stock control, and customer retention strategies. Enhanced operational efficiency through effective Point-Of-Sale system management and compliance with licensing laws. Focused on utilising retail knowledge to drive business growth and improve customer satisfaction while maintaining strong interpersonal and leadership skills.
Overview
1
1
Certification
8
8
years of professional experience
Work history
Duty manager
Screwfix
Wrotham, Kent
2024.01 - Current
- Achieved smooth daily operations by overseeing staff and delegating tasks efficiently.
- Managed front-of-house operations to maintain a high level of service.
- Delivered excellent customer service through effective communication skills.
- Ensured customer satisfaction with prompt problem resolution.
- Handled complaints professionally, contributing to customer retention.
- Managed customer service interactions, addressing concerns and preserving positive experiences.
- Handled guest complaints to protect brand reputation.
- Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
- Met sales targets consistently by motivating the team towards achieving common goals.
- Coordinated staff schedules to maximise productivity.
- Identified areas of improvement through regular performance assessments of staff members.
- Facilitated training for staff to enhance service delivery and team performance. sessions, enhancing team competencies and service standards.
- Conducted staff appraisals and evaluations, fostering continuous improvement and development.
- Recruited and onboarded new staff to meet performance standards.
- Promoted a safe working environment by enforcing health and safety regulations strictly.
- Enforced health and safety procedures to prioritise staff and customer wellbeing.
- Met health and safety guidelines to maintain compliant working environments.
- Oversaw emergency procedures and administered first aid.
- Executed emergency response protocols, ensuring safety and compliance for staff and customers.
- Oversaw inventory and stock management, optimising levels for operational continuity.
- Monitored and enforced compliance with company policies and procedures.
- Maintained cleanliness standards, resulting in positive customer feedback.
- Supported marketing campaigns, increasing brand visibility within the local community.
- Facilitated team meetings, promoting open communication and collaboration.
- Maintained financial integrity by managing cash transactions efficiently. accurately for financial integrity.
- Assessed customer feedback for product improvement initiatives.
- Modelled exemplary behaviour and positive work ethic, motivating staff to achieve performance standards.
Petrol station manager
Shell
Wrotham, Kent
2020.02 - 2024.01
- Ran daily operations smoothly, optimising use of resources and manpower efficiently.
- Supervised petrol pump operation, ensuring optimal performance and minimal downtime.
- Managed stock control to reduce losses from theft or spoilage while maximising profit through strategic planning.
- Streamlined processes by introducing new technologies to enhance operational efficiency.
- Implemented safety procedures for reduced workplace accidents.
- Developed staff rota system to ensure adequate cover at all times.
- Improved customer service by training staff in conflict resolution techniques.
- Handled complaints promptly and professionally, ensuring high levels of customer satisfaction.
- Organised promotional events for improved sales revenue.
- Optimised station displays and customer layout to increase customer flow and drive revenue.
- Built long-term customer relationships and grew local customer base for station.
- Coordinated deliveries for smooth running of station services.
- Maintained cleanliness standards to meet regulatory requirements.
- Ensured compliance with health regulations, resulting in a safe work environment.
- Conducted regular equipment checks to maintain operational efficiency.
- Facilitated problem solving sessions, fostering a culture of continuous improvement.
- Assessed customer feedback for product improvement initiatives.
Customer sales assistant
Pets At Home
Maidstone, Kent
2018.03 - 2020.02
- Built relationships with customers through friendly interaction and assistance.
- Provided exceptional service, boosting repeat business rates.
- Assisted customers to make informed purchasing decisions.
- Enhanced customer engagement by offering product knowledge and advice.
- Processed transactions, ensuring accuracy at all times.
- Oversaw cash drawer to ensure accurate financial transactions. efficiently, supporting end-of-day reconciliation.
- Collaborated with team members to meet daily sales targets.
- Prioritised tasks effectively in fast-paced retail settings.
- Organised marketing materials, promoting new products and discounts.
- Maintained shop floor cleanliness for an inviting shopping environment.
Education
GCSEs -
Maplesden noakes
Maidstone, KentSkills
- POS expertise
- Retail operations
- Stock control methods
- Loss prevention techniques
- Customer relations
- Safety compliance
- Sales promotion
- Customer retention
- Complaint handling
- Complaint resolution
- Decision-making
- Conflict resolution
- Customer relations
- Time management mastery
- Customer relations
- Conflict resolution
Affiliations
- My dogs
- Mini cooper
Certification
Personal license holder
First Aid trained
Timeline
Duty manager
Screwfix
2024.01 - Current
Petrol station manager
Shell
2020.02 - 2024.01
Customer sales assistant
Pets At Home
2018.03 - 2020.02
GCSEs -
Maplesden noakes