Nicola McQuade
Stanley,Durham
Summary
Accomplished professional with extensive expertise in customer relationship management, product development, and strategic planning. Demonstrates influential communication and leadership skills in diverse environments, fostering motivation and effective delegation. Proficient in financial forecasting, budget planning, and KPI tracking, ensuring organisational success through ethical conduct and regulatory compliance. Adept at crisis management and negotiation techniques, with a strong focus on customer service excellence and cultural awareness. Career goals include leveraging business intelligence tools to optimise processes and drive innovation within the industry.
Overview
6
6
years of post-secondary education
7
7
years of professional experience
Work history
Deputy store manager
Card Factory
Stanley, Durham
2025.02 - 2026.06
- Managed shift schedules efficiently, ensuring smooth daily operations even during peak hours.
- Led by example on delivering excellent customer service as per company's guidelines.
- Coordinated promotional events that enhanced store visibility and contributed to increased revenue.
- Managed cash desk operations, achieving accurate end-of-day tallies without discrepancies.
- Improved store operations by implementing effective inventory management techniques.
- Implemented loss prevention strategies, reducing instances of theft within the shop floor.
- Enhanced customer satisfaction with attention to detail and prompt resolution of complaints.
- Maintained a clean, organised display area, ensuring a positive shopping experience for customers.
- Addressed employee issues promptly, fostering a harmonious work environment.
- Upheld company policies at all times whilst dealing with staff or customers' issues.
- Fostered open communication channels, promoting a proactive work environment among team members.
- Assisted in recruitment process to bring in dynamic talent into the workforce.
- Developed innovative sales strategies, resulting in increased brand visibility.
- Played a crucial role in annual audits, ensuring compliance with financial regulations.
- Ensured adherence to legal standards by maintaining accurate records and documentation of transactions.
- Made sure merchandise was displayed attractively, leading to an increase in footfall.
- Conducted risk assessments for improved health and safety protocols.
- Guided 6 employees in daily tasks to enhance operational efficiency. by example, adding value on a daily basis to team and store operations.
Deputy store manager
Done Brothers LTD
Birtley, Durham
2024.03 - 2025.01
- Led by example on delivering excellent customer service as per company's guidelines.
- Managed shift schedules efficiently, ensuring smooth daily operations even during peak hours.
- Improved store operations by implementing effective inventory management techniques.
- Enhanced merchandise display, contributing to increased footfall.
- Maintained a clean, organised display area, ensuring a positive shopping experience for customers.
- Fostered proactive work environment through open communication among team members.
- Assisted in recruitment process to bring in dynamic talent into the workforce.
- Upheld company policies at all times whilst dealing with staff or customers' issues.
- Uphold company policies at all times whilst dealing with staff or customers' issues.
- Managed cash desk transactions efficiently, ensuring accuracy in end-of-day tallies.
- Evaluated store expenditures to maintain budget compliance against staff and resource budgets.
- Played a crucial role in annual audits, ensuring compliance with financial regulations.
Team leader
Barnardo's
Bradford
2021.05 - 2024.02
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Led team of 8 to meet KPI targets and complete projects on time, ensuring alignment with business objectives.
- Developed strategies that elevated team performance and aligned with organisational goals.
- Streamlined workflow, reducing redundancies and enhancing process efficiency.
- Implemented new working methods which improved overall efficiency of the team operations.
- Encouraged open communication, fostering a positive work culture.
- Delegated tasks to make best use of individuals' skills.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Coached team members through new or difficult workflows.
- Aided team in tackling new challenges by providing necessary support. to overcome new challenges by forecasting knowledge and skills gaps.
- Mediated team decision-making and problem-solving for peaceful resolutions and decision-making.
- Handled employee grievances professionally, minimising potential workplace disputes.
- Fostered positive employee relationships through communication, training and coaching.
- Promoted professionalism among staff to develop productive relationships.
- Managed daily shifts to ensure efficient operations. and motivated team to drive sales.
- Improved customer satisfaction through close collaboration with the team.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Educated staff on complaint resolution techniques for improved customer service. to resolve complaints appropriately to maintain customer satisfaction.
- Introduced innovative solutions which maximised output without compromising quality.
- Led project coordination, resulting in timely delivery.
- Monitored health and safety measures for guaranteed compliance.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Supported new hires through onboarding process for speedy and successful training.
- Collaborated with colleagues from different backgrounds to tackle new challenges.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Followed opening, closing and shift changeover procedures for seamless operations.
- Monitored health and safety measures for guaranteed compliance.
Senior care assistant
Barchester Healthcare
Warminster, Wiltshire
2019.08 - 2023.04
- Provided consistent and high-quality elder care, ensuring comfort and safety.
- Assisted in daily personal care tasks, promoting independence amongst residents.
- Delivered compassionate end-of-life care, respecting the dignity of the individual at all times.
- Co-ordinated with healthcare professionals for improved resident care outcomes.
- Managed medication administration for residents, adhering strictly to prescribed doses.
- Administered medications in line with care plans and nursing team guidance.
- Maintained accurate records of residents' progress and medical history.
- Monitored client health conditions and reported immediate issues to manager.
- Improved physical mobility of many residents with carefully planned exercise routines.
- Demonstrated empathy whilst dealing with challenging behaviours or emotional distress from residents.
- Demonstrated compassion in interactions to enhance residents' emotional wellbeing. Demonstrated empathy, prioritising wellbeing and dignity for optimal patient comfort.
- Reduced stress levels for family members through clear communication regarding their loved ones' well-being.
- Built trust with families by ensuring open communication and transparency about care processes. by maintaining confidentiality and professionalism in all situations.
- Facilitated social activities for stimulation and engagement of residents.
- Encouraged a positive community atmosphere within the facility through organising events.
- Mediated disputes between residents to maintain a calm and harmonious living environment.
- Maintained accurate records of resident's progress and medical history.
- Optimised efficiency in handling administrative duties related to patient care documentation thus improving overall productivity.
- Assisted others during emergency situations ensuring minimal harm towards any party involved.
- Contributed to the preparation of meals, following specific dietary requirements of each resident.
- Maintained up-to-date knowledge on the latest care practices by attending regular meetings and training opportunities.
- Maintained up-to-date knowledge on the latest care practices by attending regular meetings and training opportunities.
Education
GCSEs - Arts and Humanities
Hall Garth School
Middlesbrough 2007.09 - 2012.07
A-Levels - Art & Design
Cleveland College of Art and Design
Middlesbrough 2012.09 - 2013.08
Skills
- CRM systems
- Motivational leadership
- Regulatory knowledge
- Delegation skills
- Influential communication
- Ethical conduct
- Interpersonal effectiveness
- Constructive criticism
- Diverse leadership
- CRM expertise
- Coaching
- Negotiation skills
- Retail merchandising
- Sales strategy
- Emergency response
- Staff recruitment
- Sales forecasting
- Cost management
- KPI tracking
- Business intelligence
- Procurement procedures
- Operational efficiency
- Resilience under pressure
- Interpersonal savvy
- Marketing knowledge
- Initiative taking
- IT infrastructure understanding
- Financial analysis
- Communication proficiency
- Time efficiency
- Safety protocols
- Customer Service
- Cultural awareness
- Leadership skills
- Team Leadership
- Product knowledge
- Equipment Maintenance
- Sales reporting
- Strategic planning
- Resourcefulness
- Conflict Resolution
- Staff training
- Quality Assurance
- Relationship management
- Inventory logistics
- Outstanding customer service
- Data analysis
- Compliance
- Department management
- Facility management
- Customer service orientation
- Ethical decision-making
- Customer engagement
- HR policies
- Positive attitude
- Change management
- Effective delegation
- Emergency response
- Accurate counting
- Discreetness
- Discrepancy identification
- Loss prevention
- Denomination differentiation
- Loss prevention tactics
- Check verification
- Coin and note recognition
- Electronic payments knowledge
- Information confidentiality
- Inventory control understanding
- High-volume handling
- Cash handling
- Cash counting
- Punctuality and reliability
- Bank deposit preparation
- Accountability
- Dependability
- Cash handling
- Petty cash maintenance
- Visual merchandising
- Customer relations
- Refund processing
- Detail orientation
- Stock management
- Account management
- Issue resolution
- Service upselling
- Cash drawer balancing
- Customer transactions
- Store maintenance
- Cleaning standards
- Till accuracy
- Customer assistance
- Identification checks
- Shop floor merchandising
- Customer direction
- Bagging and packaging
- Product upselling
- Sales techniques
- Coin counting
- Restocking inventory
- POS expertise
- Lone working procedures
- Lone working experience
- Lone working motivation
- Independent working
- Collaborative spirit
Affiliations
- Reading
- Music appreciation
- Homebody
- Baking
- Time spent with Family
Accomplishments
L2 in Retail Knowledgement (RQF)
First aid at work and home (EFAW)
Timeline
Deputy store manager
Card Factory
2025.02 - 2026.06
Deputy store manager
Done Brothers LTD
2024.03 - 2025.01
Team leader
Barnardo's
2021.05 - 2024.02
Senior care assistant
Barchester Healthcare
2019.08 - 2023.04
A-Levels - Art & Design
Cleveland College of Art and Design
2012.09 - 2013.08
GCSEs - Arts and Humanities
Hall Garth School
2007.09 - 2012.07