Phil Glossop
Banbury,Oxon
Summary
Driven professional with proactive approach to customer service management. Possesses strong problem-solving abilities and excellent communication skills, combined with knack for team leadership and customer relationship building. Committed to enhancing customer satisfaction and driving operational improvements for business success.
Offering strong skills in communication, problem-solving, and team leadership. Knowledgeable about customer service principles and fostering positive customer relationships. Ready to use and develop skills in conflict resolution, time management, and team collaboration.
Overview
40
40
years of professional experience
Work history
E-Commerce Business Owner
Nerd Monkey
Banbury, Oxon
2025.03 - Current
- Within a short 3 month period attained Star Seller status on online marketplace for outstanding customer service.
- Streamlined complaint handling process through proficient utilisation of CRM software.
- Delivered exceptional service, significantly increasing customer loyalty.
- Maintained professionalism while managing high-volume calls.
- Fostered brand loyalty by building lasting relationships with regular customers.
- Assessed customer needs accurately, providing tailored recommendations.
- Resolved complaints swiftly, enhancing overall customer satisfaction.
- Improved brand reputation through excellent telephone etiquette.
- Provided accurate information to customers, reducing returned orders.
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
- Offered detailed product and service advice based on customer needs.
Sales & Marketing Manager/ Business Owner
Jelly Frog
Banbury, Oxon
2020.03 - 2025.03
- Head of all Customer Service Functions - Online and physical
- Implemented promotional campaigns, increased product visibility.
- Optimised product listings for enhanced customer engagement.
- Managed social media platforms, boosted brand's online presence.
- Troubleshot any issues related to website functionality or order processing.
- Conducted market research for identifying new business opportunities.
- Monitored web analytics to inform strategic decisions.
- Overhauled site design to enhance user experience.
- Developed robust e-commerce strategies to increase online sales.
- Advertised merchandise on Facebook, Instagram and Google to grow customer reach.
- Resolved complaints efficiently, fostering customer loyalty.
- Demonstrated leadership skills in managing diverse teams.
- Devised strategies to improve customer engagement.
- Managed challenging situations to ensure customer satisfaction.
- Delivered exceptional service by addressing customer queries promptly.
- Actioned customer feedback to promote continued service improvement.
Online Sales and Marketing Director
Loot Bundle
Portland, Dorset
2016.11 - 2020.03
- I was running my own E-Commerce business selling Official Licensed Movie Clothing and Merchandise
- Responsible for the Sales and Marketing Function / Strategy of this business through the use of online advertising, email marketing, SEO and printed promotional marketing materials
- I manage all aspects of the webshop including store design on the Shopify web platform to monitor and improve User interface (UI), customer user experience (CX) and using external tools to improve conversion rates / bounce rates, etc
Online Sales and Marketing Director
Airwave Apparel Ltd
London, London
2016.01 - 2016.11
- Optimised budget allocation to maximise return on investment in marketing efforts.
- Conducted market research trends resulting in better informed strategic decisions.
- Undertook competitor analysis for strategic positioning of products in the market.
- Ensured consistent brand voice across all digital platforms, enhancing company image.
- Analysed web traffic patterns to identify opportunities for improvement.
- Coordinated email campaigns, driving more traffic to the website.
Managing Director
Crazy4 Ltd
Banbury, Oxon
2010.06 - 2016.01
- I created an online retail business from scratch selling Official Licensed Movie, TV and Gaming Merchandise
- Through the use of Facebook online advertising i was able to grow this company to a £2 million turnover within a few years
- I was honoured to be recognised by Facebook for this and was invited to be part of their SME Business team advising on online trends and retail direction
- This role enabled me to be hands on with all elements of the Sales and Marketing, Online E-Commerce management and data analysis of the company
- As my team grew i was involved in a leadership role, mentoring and staff training across the company
- Management of Online Retail and warehouse staff
- Oversea of Sales and marketing / Online Advertising budgets / implementation
- Increased efficiency, effectiveness and profitability by managing team productivity, costs and budgets
- Creation of Brands, products and Social Media presence
- Liasing with commercial suppliers / partners across the UK and Europe
Sales Director
BGP
Bicester, Oxon
2009.02 - 2010.06
- Responsible for a £1.5 Million Sales budget through new customer acquisition and development of existing accounts
Sales Director
Woodford Litho
Woodford, Essex
2007.03 - 2009.02
- Responsible for the management of the UK Sales Team, setting sales budgets and generation of my own personal sales targets
Sales and Marketing Director
Cradley Print
Cradley Heath, West Midlands
2001.04 - 2007.03
- Responsible for the Sales and Marketing for a Commercial Web Offset Printer working with Blue Chip clients across the UK
- Also management of the Sales Team and the companies £10 million Sales Budget
Senior Sales Executive
Goodhead Print
Bicester, Oxfordshire
1997.07 - 2001.04
- Sales representative selling large volume Web Offset Print capacity to Blue Chip customers in London
Store Manager
Dixons Retail
Oxford, Oxon
1995.02 - 1997.06
- Conducted performance appraisals for staff members, providing constructive feedback and identifying areas for improvement.
- Assisted customers in locating products around the shop floor promptly.
- Coordinated holiday promotions successfully whilst managing regular duties simultaneously.
- Led training sessions for new employees, equipping them with necessary skills and knowledge.
- Implemented promotional displays to increase product visibility and sales.
- Boosted store's reputation for excellence through meticulous upkeep, product presentation and customer service.
Trainee Store Manager
Sainsburys Retail
Oxford, Oxon
1993.04 - 1995.02
- Boosted store's reputation for excellence through meticulous upkeep, product presentation and customer service.
- Oversaw business staffing and training, building successful, customer-focused team.
Assistant Manager
Woolworth's Retail
Oxford, Oxfordshire
1990.05 - 1995.02
- Assisted in recruitment process to build an effective workforce.
- Streamlined store operations with efficient scheduling.
- Delegated tasks to team members efficiently improving overall productivity.
- Handled customer complaints effectively, restoring trust in our brand.
- Managed daily operations to ensure smooth running of the shop floor.
- Monitored sales performance regularly adjusting strategies as required.
- Created a positive work environment, resulting in higher employee morale.
- Minimised inventory loss for improved profit margins.
- Handled stock control duties diligently preventing overstocking or shortages.
Trainee Manager
Gateway Supermarket
Bicester, Oxon
1985.08 - 1990.05
- Directed day-to-day work of 60 employees and motivated teams to exceed objectives.
- Allocated resources to teams and projects based on need, performance and availability.
- Recruited and managed senior staff with focus on delivering clear results.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Collaborated with team members on projects on strategic initiatives.
- Worked closely with mentors to enhance leadership and managerial skills.
- Assisted with day-to-day operations and completed assigned management tasks.
- Handled escalated customer issues promptly, minimising potential negative impact on company reputation.
Education
CSE exams - Grade 1-3
Bicester College
BicesterO-levels - Grade A-C
Bicester College
BicesterDiploma -
Retail Distribution
Skills
- Communication skills
- Time management
- Social media customer support
- Meta / Facebook Advertising expertise since 2013
- Customer retention
- E-Commerce platform expertise
- Google AdWords Trained
- Problem solving
- Microsoft Office
- Email marketing platforms
- Social media advertising
- Team Management
- Staff Development and Training
- Shopify E-Commerce expertise
- Building and management of E-Commerce Websites
- Data Analytics and information implementation
- Project management
- Multi-Channel communication
- E-Commerce platforms proficiency
Affiliations
- Gaming, Playing Guitar, Music Creation Music Concerts & Live Gigs Walking my Cocker Spaniel Arthur Retro Video Games, I have 4 x Arcade Machines & 1 x Pinball Machine! Football, watching not playing!
Accomplishments
Abseiled down the Weymouth Skyline Tower in 201 to raise money for charity
Helping with annual Macmillan Cancer Fundraising event
Timeline
E-Commerce Business Owner
Nerd Monkey
2025.03 - Current
Sales & Marketing Manager/ Business Owner
Jelly Frog
2020.03 - 2025.03
Online Sales and Marketing Director
Loot Bundle
2016.11 - 2020.03
Online Sales and Marketing Director
Airwave Apparel Ltd
2016.01 - 2016.11
Managing Director
Crazy4 Ltd
2010.06 - 2016.01
Sales Director
BGP
2009.02 - 2010.06
Sales Director
Woodford Litho
2007.03 - 2009.02
Sales and Marketing Director
Cradley Print
2001.04 - 2007.03
Senior Sales Executive
Goodhead Print
1997.07 - 2001.04
Store Manager
Dixons Retail
1995.02 - 1997.06
Trainee Store Manager
Sainsburys Retail
1993.04 - 1995.02
Assistant Manager
Woolworth's Retail
1990.05 - 1995.02
Trainee Manager
Gateway Supermarket
1985.08 - 1990.05
CSE exams - Grade 1-3
Bicester College
O-levels - Grade A-C
Bicester College
Diploma -
Retail Distribution