Penny Holden
CHERTSEY,Surrey
Summary
Dynamic professional with extensive experience in customer service and administrative support, recognized for exceptional problem-solving skills and meticulous attention to detail. Proven track record of enhancing operational efficiency and achieving high levels of client satisfaction. Skilled in building strong relationships with diverse stakeholders to foster collaboration and effective communication. Retail expertise includes customer assistance, transaction handling, and maintaining optimal store presentation, dedicated to creating a welcoming shopping environment.
Overview
31
31
years of professional experience
Work History
Business Reception/Wardrobe
Theme Park Environment
CHERTSEY, Surrey
02.2025 - Current
- Welcomed VIP visitors at busy reception and issued visitor passes.
- Handled email and post efficiently for timely office communication.
- Managed staff uniforms and issued IDs, maintaining accurate records and returns.
- Logged lost property details carefully and returned items to owners.
- Greeted guests and clients warmly with a friendly, positive approach.
- Answered telephone calls, recorded accurate messages, and relayed updates promptly.
- Kept reception area clean and orderly for a welcoming environment.
- Provided warm greetings to visitors for a professional first impression.
- Delivered polite, professional customer service to support business reputation.
- Responded to email enquiries promptly with clear, concise information.
- Handled confidential documents discreetly, following data protection guidelines.
- Compiled daily reception reports showing key occurrences and visitor numbers.
Retail & Administrative Supervisor
Pharmacy
Caversham, Reading
10.2023 - 12.2024
- Managed day-to-day operations of the retail area, including stock ordering, rotation, and review.
- Provided professional advice to customers and handled prescription processing, ensuring GDPR compliance.
- Performed administrative tasks including email management, invoice checking, and telephone support.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Supervised daily administrative activities, ensuring compliance with organisational policies and procedures.
- Managed front desk team and helped promptly resolve workday issues to back up employees.
- Established clear procedures for team work, document tracking and data reporting.
- Handled confidential documents with discretion, maintaining the integrity and security of sensitive information.
- Implemented new filing systems to improve document retrieval times by 30%, enhancing office productivity.
- Led the transition to digital record-keeping systems, ensuring a seamless shift from paper-based processes.
Delivery Office Leadership Support
Royal Mail
Weybridge, Surrey
05.2018 - 04.2022
- Led frontline employees to meet performance targets, and deliver excellent service.
- Provided cover for the Delivery Office and Line Managers, assuming full responsibilities and accountability.
- Supported multiple offices, sustaining and improving operational performance during cover periods.
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
- Achieved service time and quality targets.
- Built and maintained courteous and effective working relationships.
- Picked up additional tasks to aid team success.
- Enhanced working relationships by participating in team-building activities.
Assistant Manager
TJ Morris (Home Bargains)
West Byfleet
07.2017 - 11.2019
- Acted as a business ambassador, creating a welcoming customer environment and achieving KPIs (sales, salaries, stock loss).
- Recruited, trained, and managed staff members.
- Organised staff training sessions on new product ranges, enhancing team knowledge and sales skills.
- Analysed sales data to identify trends, making recommendations for inventory adjustments.
- Managed performance, absence, health and safety, and compliance, demonstrating a hands-on leadership style.
- Trained new employees on company policies, customer service excellence, and sales techniques.
- Coordinated with senior management to implement strategic plans for revenue growth.
- Oversaw daily operations, including opening and closing procedures, to maintain store standards.
Duty Manager
Morrison's Company
Weybridge, Surrey
08.2013 - 09.2014
- Supported the leadership of 200+ staff, overseeing day-to-day operations, stock rotation, audits, waste control, and legal compliance.
- Oversaw daily operations, including opening and closing procedures, to ensure smooth running of the premises.
- Addressed customer complaints with empathy and efficiency, resolving issues to maintain high satisfaction levels.
- Led by example, demonstrating exceptional customer service and encouraging staff to deliver the same high standards.
- Coached and mentored junior staff, developing confidence and competence for improved service delivery.
- Used proactive problem-solving skills to resolve issues quickly and effectively, minimising operational disruption.
- Oversaw cash handling procedures, including banking and safe management, to ensure financial security.
- Managed team rotas effectively, guaranteeing optimal staffing levels during peak hours to maintain service quality.
- Maintained professional demeanour in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Implemented health and safety protocols, conducting regular checks to safeguard both staff and customers.
- Upheld compliance and consistently followed company and industry-set standards.
- Conducted end-of-month audits for upper management review.
Airport Lounge Administrator / Duty Manager Support
Heathrow VIP Lounge
Hounslow
09.2011 - 08.2013
- Managed administration and reception tasks, and oversaw 40 staff members, including rotas and annual leave.
- Provided 24/7 support to staff off-site, and led recruitment and security compliance processes.
- Ensured adherence to policies, health and safety, and excellent customer service standards.
- Managed daily administrative tasks, including scheduling meetings and organising files, to support office efficiency.
- Managed client communications by answering phones and corresponding through email.
- Administered physical and digital filing systems, keeping records well-organised and easily retrievable for team members.
- Oversaw day-to-day office operations such as organising correspondence, managing incoming calls and creating business records.
- Completed daily billing, collections and reporting duties.
Store Supervisor / Assistant Manager
EFACTOR From: May 10 To: June 11
Immingham, North East Lincolnshire
05.2010 - 06.2011
- Managed all aspects of a local store, supervising staff, maintaining operational standards, and ensuring Health & Safety compliance.
- Supervised inventory control, conducted regular stock checks, and reordered merchandise to maintain optimal stock levels.
- Oversaw entire stock management process, including receiving incoming merchandise, shelf replenishment and shrinkage control.
- Acted as a key holder, responsible for opening and closing the store, ensuring security protocols are followed.
- Conducted inventory checks to identify low-stock items and worked with managers in scheduling shipments to backstop inventory shortages.
- Maintained a safe and tidy store environment, complying with health and safety regulations to prevent accidents and ensure customer well-being.
- Maintained store presentation standards with attractive merchandise displays and clean, tidy and well-organised shop floor.
- Handled customer complaints with professionalism, resolving issues promptly to maintain high levels of customer trust and loyalty.
- Processed credit card and cash payments with accuracy.
Cashier
Mad Harrys
Immingham, North East Lincolnshire
01.1995 - 04.1999
- Processed payments by cash, cheque, or card to complete transactions.
- Maintained clean, tidy and organised checkout areas.
- Helped customers with specific item requests by answering questions and offering knowledgeable product advice.
- Calculated and provided accurate change to customers after transactions.
- Processed transactions quickly and accurately, enhancing customer checkout experience.
- Worked overtime shifts to maintain optimal workflow during busy periods or times of unexpected high volume.
- Processed refunds and exchanges at customer service desk.
- Protected customer purchases by wrapping and bagging items.
- Offered friendly greetings and farewells, creating a welcoming environment for all patrons.
Education
FrontPage Qualification -
Grimsby College
Grimsby, NEL07.2003
OCR Cambridge Diploma in IT - Degree Level
Grimsby College
Grimsby, NEL07.1999
PTTLS Level 3 - Preparing to Teach in the Lifelong Learning Sector
Franklin college
Grimsby, NEL05.2011
Personal Licence -
01.2012
Skills
- Customer service excellence
- Front desk management
- Visitor management
- Administrative support
- Record keeping
- Time management
- Team collaboration
- Problem solving
- Communication skills
- Staff supervision
- Complaint resolution
- Data protection
- Professional demeanour
- Multitasking ability
- Operational compliance
- Positive attitude
- Trustworthy and reliable
- Client relations and hospitality services
- Organized and dependable
- Patience and calmness
- Decision making and Microsoft Office proficiency
- Data entry and filing
References
Available upon request.
Timeline
Business Reception/Wardrobe
Theme Park Environment
02.2025 - Current
Retail & Administrative Supervisor
Pharmacy
10.2023 - 12.2024
Delivery Office Leadership Support
Royal Mail
05.2018 - 04.2022
Assistant Manager
TJ Morris (Home Bargains)
07.2017 - 11.2019
Duty Manager
Morrison's Company
08.2013 - 09.2014
Airport Lounge Administrator / Duty Manager Support
Heathrow VIP Lounge
09.2011 - 08.2013
Store Supervisor / Assistant Manager
EFACTOR From: May 10 To: June 11
05.2010 - 06.2011
Cashier
Mad Harrys
01.1995 - 04.1999
FrontPage Qualification -
Grimsby College
OCR Cambridge Diploma in IT - Degree Level
Grimsby College
PTTLS Level 3 - Preparing to Teach in the Lifelong Learning Sector
Franklin college