Pauline Roberts
Newtown,Gloucestershire
Summary
Flexible individual with high level of professionalism, patience and productivity. Possess goal of acquiring leadership skills and maintaining customer loyalty. Self-driven and motivated to go extra mile to serve and assist team. I learn extremely fast and am always looking to improve my skills. I hold great organisation skills and am used to doing my own admin. I have great computer skills and communication skills. I have a great telephone manor and am always customer focused. Every job I give my everything.
Overview
1
1
Certification
27
27
years of post-secondary education
25
25
years of professional experience
Work history
Delivery driver
Abel and cole
sharpness, Gloucestershire
2025.06 - Current
- Reduced fuel costs with efficient route planning.
- Improved client satisfaction by delivering packages promptly and accurately.
- Loaded and unloaded vehicles safely, preventing injuries or accidents.
- Provided excellent customer service, enhancing company reputation.
- Handled fragile items carefully, resulting in zero damage complaints.
- Partook in training sessions regularly improving knowledge of safety protocols and procedures.
- Maintained vehicle cleanliness for a professional appearance.
- Ensured safety by regular vehicle inspections and maintenance.
- Carried heavy items to customers' desired location using best moving and handling practices.
- Adapted to changing road conditions quickly ensuring safe and timely deliveries.
Retail shift leader
Tesco
Wotton-under-Edge, Gloucestershire
2024.01 - 2025.06
- Maintained high product quality standards with regular checks.
- Ensured product availability via prompt restocking of shelves.
- Liaised between management and staff, ensuring clear communication channels were established.
- Trained new staff members for a well-prepared team.
- Maintained visual merchandising standards contributing to an appealing store layout.
- Managed shift schedules, ensuring coverage during peak hours.
- Provided outstanding customer service resulting in increased customer loyalty.
- Established a clean environment through thorough cleaning routines.
- Resolved customer complaints promptly, fostering positive relationships.
- Upheld compliance regulations, promoting workplace safety and hygiene.
- Coordinated deliveries and stock control to maintain inventory levels.
- Facilitated efficient cash handling to prevent discrepancies.
- Oversaw employee performance, providing constructive feedback when necessary.
- Delegated tasks effectively for smooth store operations.
- Resolved complaints to achieve full customer satisfaction.
- Facilitated smooth store operations, performing daily opening and closing functions.
- Kept inventories updated to enable timely stock reorder and replenishment.
- Identified discrepancies in stocks through regular inventory management.
- Requested and checked customer IDs at checkout for age-restricted products.
Customer experience manager
Sainsbury's
Dursley, Gloucestershire
2010.05 - 2024.01
- Conducted regular staff trainings, enhancing their problem-solving abilities.
- Introduced digital tools to improve the overall customer journey.
- Investigated complex issues comprehensively, resolving them quickly and efficiently.
- Monitored and analysed customer feedback, making necessary operational changes.
- Enhanced team performance for better customer experience through regular training sessions.
- Drove improvements in product knowledge across the team, improving sales performances.
- Identified individual staff development needs and arranged appropriate training.
- Handled complaints, providing appropriate, timely solutions, following up to ensure continued customer satisfaction.
- Developed new employees and on-going performance assessments to maintain high-quality customer service.
- Coordinated department schedules to maximise coverage during peak hours.
- Capitalised on upsell opportunities with new and potential customers.
- Responded to customer requests with friendly, knowledgeable service and support.
- Managed team of 45 staff, driving performance with motivational strategies to exceed sales targets.
- Improved customer satisfaction by implementing new feedback systems.
- Fostered a culture of excellence in customer relations within the organisation.
Home health care assistant
live well at home
Gloucester, Gloucestershire
2008.02 - 2010.05
- Managed patient hygiene by assisting with bathing and dressing; maintained dignity and respectfulness at all times.
- Monitored patient vital signs, reported changes to healthcare professionals.
- Assisted patients during feeding times, ensuring sufficient nutrient intake.
- Engaged in conversations and entertainment activities with patients for mental stimulation.
- Ensured timely medication administration to maintain optimal health status of patients.
- Operated hoists to move clients in and out of bed.
- Maintained client dignity and respect throughout dressing, showering and toileting.
Shop manager
w h smith
Falfield, South Gloucestershire
2002.01 - 2008.02
- Oversaw daily shop operations, ensuring smooth running of business activities.
- Delivered excellent customer experiences with personalised service approach.
- Implemented health and safety protocols to ensure compliance with regulations and protect staff wellbeing.
- Developed a positive team culture, resulting in increased staff satisfaction and lower turnover rates.
- Tracked sales targets regularly, adjusting strategies as necessary for maximum profitability achievement.
- Handled employee grievances promptly and fairly, maintaining morale within the workforce.
- Managed store inventory to ensure adequate stock levels at all times.
- Led team meetings effectively, facilitating open communication amongst staff members,.
- Enhanced customer service by training staff in effective communication and problem solving.
- Solved customer complaints efficiently whilst maintaining high standards of service delivery,.
- Conducted regular staff appraisals for performance improvement opportunities identification,.
- Ensured cleanliness of shop premises, presenting a professional image to customers.
Education
GCSEs - maths, french,English
Rednock comprehensive
Dursley, Gloucestershire 1990.09 - 1995.06
NVQ Level 2 - health and social care
City of Bristol College
Bristol 1998.09 - 1999.06
NVQ Level 3 - health and social care
City of Bristol College
Bristol 1999.09 - 2010.04
NVQ Level 2 - retail
City of Bristol College
Bristol 1999.09 - 2010.05
NVQ Level 3 - retail
City of Bristol College
Bristol 2000.06 - 2000.12
Skills
- Inventory control understanding
- Employee scheduling efficiency
- Staff training programmes implementation
- Data analysis competency
- Stock management techniques
- Retail space planning
- Loss prevention techniques
- Team Leadership
- Staff training
- Performance evaluation and appraisals
- Stocktake management
- Staff rota management
- Cash-handling expertise
- Documentation writing
- Confidentiality maintenance
- Food preparation
- Manual handling
- Medication Administration
Affiliations
- I enjoy travelling,
- I enjoy going to the gym
- I thrive on spending time with family and friends and my dog
Certification
I hold a full driving licence
I have an alcohol licence
References
References available upon request.
Timeline
Delivery driver
Abel and cole
2025.06 - Current
Retail shift leader
Tesco
2024.01 - 2025.06
Customer experience manager
Sainsbury's
2010.05 - 2024.01
Home health care assistant
live well at home
2008.02 - 2010.05
Shop manager
w h smith
2002.01 - 2008.02
NVQ Level 3 - retail
City of Bristol College
2000.06 - 2000.12
NVQ Level 3 - health and social care
City of Bristol College
1999.09 - 2010.04
NVQ Level 2 - retail
City of Bristol College
1999.09 - 2010.05
NVQ Level 2 - health and social care
City of Bristol College
1998.09 - 1999.06
GCSEs - maths, french,English
Rednock comprehensive
1990.09 - 1995.06