Summary
Overview
Work history
Education
Skills
Interests
Timeline
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Nicola Shore

Ashton Under Lyne

Summary

I'm a highly motivated person with strong leadership. I'm an organised individual skilled in getting the best out of people and systems.

I have previous experience in building a new team and turning underperformance around by creating the right strategy, setting high standards and creating a culture where the customer experience is at the heart of the operation.

I'm able to develop new process to improve the colleague or customer experience and reducing the cost to business.


Overview

23
23
years of professional experience
1
1
year of post-secondary education

Work history

Manger

Asda
01.2022 - Current
  • Creating a challenging but achievable business plan for a Sortation Centre & transport network
  • Creation and implementation of a continuous Improvement strategy
  • Developing new processes to improve the customer experience and support business growth
  • Analyse data to maintain and improve performance
  • Leading a team to drive compliance against process across an logistic network
  • Training, mentoring, and guiding colleagues in new processes
  • Project Manage and provide status updates to stakeholders

Asda Service Experience Manager

Asda
06.2015 - 12.2021
  • Identify and escalate gaps in the customer journey based on limitations or roadblocks with people, process, or technology
  • Communicate performance results and learnings to internal and external stakeholders regularly and consistently, highlighting next best action from most recent results
  • Management of the end-to-end parcel service including being the primary point of contact in facilitating solutions to overcome service challenges
  • Leading and managing a team, championing a culture where the customer is at the heart of every contact and decision
  • Analytical using data to drive change and improve the customer experience
  • Developing colleagues and providing training to grow a talent pipeline

Asda Team Manager

Asda
02.2009 - 06.2015
  • Leading a team to ensure they deliver world class customer service on behalf of the executive board
  • Responsible for all of your team’s customer interactions and performance
  • Working with senior leaders to deliver improvements in products and services
  • Working closely with your team to ensure they meet all their targets and SLA’s.
  • Daily management of your team and conducting team meetings
  • Developing colleagues through monthly 121's and ongoing training and coaching
  • Adherence to HR guidelines

Team Manager

Woolworths
01.2004 - 01.2009
  • Management and leadership of a team of advisers who deliver excellent Customer Service via telephone, email, letter and web messaging
  • Evaluate and proactively manage the performance of individuals and the team against all relevant qualitative measures
  • Proactively overcome quality issues identified through ongoing coaching and mentoring activities
  • Identify ongoing training and development requirements for all team members and seek support when necessary

Motor - Catering supervisor

Moto
01.2001 - 01.2004
  • Manage the day-to-day operations of the 75 seat restaurant and up to 10 staff members
  • Accountable for ensuring customers receive excellent service and managing customer feedback
  • Maintain the cleanliness of the restaurant and ensure that all staff complied with the Basic Food and Hygiene Standards.

Education

Level 3 certificate in Institution of Leadership and Management -

Oldham Collage
09.2010 - 08.2011

Stoke on Trent College
/2004 - /2005

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Middleton Technology School
2000

Skills

  • Productivity Practitioner - Time Study
  • Leadership, coaching & training
  • Improving Customer Experience
  • Process Improvement
  • Business planning
  • Creative in finding new ways of working
  • Analytical
  • Project Management

Interests

Walking my dog and going to the gym.

Timeline

Manger

Asda
01.2022 - Current

Asda Service Experience Manager

Asda
06.2015 - 12.2021

Level 3 certificate in Institution of Leadership and Management -

Oldham Collage
09.2010 - 08.2011

Asda Team Manager

Asda
02.2009 - 06.2015

Team Manager

Woolworths
01.2004 - 01.2009

Motor - Catering supervisor

Moto
01.2001 - 01.2004

Stoke on Trent College
/2004 - /2005

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Middleton Technology School

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Nicola Shore