Paul Shippam

Ensured seamless customer experience from entry to after-sales service. Select mattresses, beds, pillows and accessories based on sleep needs and fit. Present options on delivery, recycling, and assembly services to raise satisfaction. Monitored performance against targets to improve store results. Plan self-development through training ownership and completion of structured modules. Deliver a high level of consistent customer service across in-person and remote channels. Drive store standards and direct promotional implementation to support commercial goals. Mentored team development, leveraging extensive experience to drive store performance. Adopted two retail management systems within 6 months through focused learning. Doubled the previous number of Google reviews in a 2 month period by focusing the team.This resulted in the score going from 4.5 to 4.7 driving presence in the search engine.

• Listened intently to customers to identify upselling opportunities.
• Handled customer queries and complaints with professionalism, restoring satisfaction swiftly.
• Ensured seamless customer experience from entry to after-sales service.Select mattresses, beds, pillows and accessories based on sleep needs and fit.Present options on delivery, recycling, and assembly services to raise satisfaction.Monitored performance against targets to improve store results.Plan self-development through training ownership and completion of structured modules.Deliver a high level of consistent customer service across in-person and remote channels.Drive store standards and direct promotional implementation to support commercial goals.Mentored team development, leveraging extensive experience to drive store performance.Adopted two retail management systems within 6 months through focused learning.Doubled the previous number of Google reviews in a 2 month period by focusing the team.This resulted in the score going from 4.5 to 4.7 driving presence in the search engine.

• Successfully manage an eBay shop, selling over 9,900 collectible and customised toys.
• Operated profitable pre-owned toy business featuring brands like Playmobil, Schleich, and Papo, maximising sales potential.
• Achieved 100% positive feedback through exceptional customer service.
• Cultivated strong customer relationships, leading to increased repeat purchases.
• Managed time effectively to ensure all orders shipped on time, enhancing customer satisfaction.

• Achieved store financial targets by driving sales and add-ons as measured by KPIs.
• Directed operations at multiple locations, with a focus on Tinsley store in Sheffield.
• Coached employees on upselling techniques, increasing average transaction value significantly.
• Implemented planograms and visual merchandising guidelines to maximise shelf appeal and product visibility.
• Managed inventory control measures, reducing stock loss through regular audits.
• Handled customer complaints efficiently, ensuring resolutions maintained satisfaction and loyalty.
• Implemented customer feedback initiatives to improve product offerings and service quality.
• Monitored satellite stores and conducted operational visits, providing support to regional managers.
• Facilitated training and induction programs for new managers and assistants at store level before they started in their own branches.
• Utilised technology for various tasks to manage business operations, including Anthill system for custom-fit golf clubs, promotional installs, and health and safety compliance.
• Conducted field visits for 14 months to troubleshoot operations at five stores, ensuring effective support and problem resolution.

• Delivered financial targets and KPIs
• Managed the store budget, controlling expenses to ensure that financial targets were met.
• Managed day-to-day store operations, including stock levels, staff rotas, and customer service standards.
• Oversaw inventory management, reducing stock loss through effective control measures.
• Executed bi-weekly promotional installs aligned with trends in fast-moving games console market to drive sales.
• Merchandised displays to showcase new, and popular items.
• Coached employees on upselling techniques, enhancing customer engagement and increasing average transaction value.
• Handled customer complaints, offering resolutions that maintained satisfaction, and loyalty.
• Addressed customer feedback to refine product offerings and enhance service quality.
• Hired and trained staff for optimum performance against sales, marketing, and objectives.
• Implemented theft prevention measures to reduce store losses.
• Secured stock in designated areas to prevent damage and loss. and secure to maintain the quality of goods.

• Led the sales team to exceed quarterly targets through effective coaching and performance monitoring.
• Inspired sales staff to refine strategies through competitions and tailored coaching plans, promoting a culture of continuous improvement.
• Enhanced team telemarketing skills by introducing modern sales techniques and fostering positive customer engagement, resulting in increased sales.
• Delivered comprehensive training sessions on product knowledge and sales techniques to new team members.
• Selected, trained, and performance-managed staff to handle high workload with ambitious targets.
• Led by example to achieve sales and service targets while coaching to elicit maximum effort from teams.
• Conducted regular performance reviews, providing constructive feedback and personal development plans.
• Addressed customer complaints promptly, transforming dissatisfied buyers into loyal customers.

• Provided family support after the birth of my son in December 2012, supporting wellbeing during my mother's serious illness.

• Delivered financial targets and KPIs consistently throughout the various businesses I managed.
• Managed the store budget, controlling expenses to ensure that financial targets were met.
• Analysed sales data to identify trends, adjusting stock levels, and merchandising to maximise profits.
• Coached employees on upselling techniques, leading to increased average transaction value.
• Managed inventory levels and implemented control measures, reducing stock loss through regular audits.
• Oversaw recruitment strategy for peak trade periods, ensuring new employees received comprehensive training in customer service and product knowledge.
• Recruited and trained staff in sales strategies and marketing techniques to achieve business objectives.
• Recruited motivated, personable staff to deliver outstanding customer care.
• Coached and mentored employees, enhancing their skills, and career progression within the company.
• Actioned customer feedback to improve product and service provisions.