Summary
Overview
Work history
Education
Skills
Timeline
Generic

Sophie Cherrill

Oxford,OXF

Summary

Highly skilled and motivated management professional with extensive experience in customer service, human resources, administration, and sales within a large, international retail company. Seeking a career change that utilises my skills and experience in customer service. Proven track record in leading teams, managing complex projects, and enhancing customer satisfaction. Eager to contribute my enthusiasm, communication skills, technical proficiency, and strong work ethic to a dynamic and professional team.

Overview

9
9
years of professional experience

Work history

Team Support Manager/Customer Assistant

Marks & Spencer PLC
Oxford
05.2024 - Current
  • Efficiently serving customers on the shop floor and at service points, ensuring their needs are met with a smile.
  • Support the duty manager in managing day-to-day tasks and staffing rotas.
  • Maintain store cleanliness and organisation, ensuring well-stocked shelves and product availability.
  • Monitoring daily sales targets, focusing on priorities, promotions, and potential sales opportunities.
  • Utilised digital tools and communication channels, ensuring smooth, efficient customer service delivery.
  • Strong attention to detail with a commitment to delivering excellence in all tasks.
  • Regularly sought and acted upon feedback to enhance personal and professional development.
  • Ability to plan and manage workload efficiently, taking ownership of tasks.
  • Exceptional communication skills, both verbal and written.
  • Able to adapt to dynamic and fast-paced environments, with a positive and flexible approach.
  • Build strong customer relationships through active listening and understanding, while working with colleagues.
  • Competent in digital tools and technology, enhancing service delivery.

Team manager - Admin & Operations

Marks & Spencee PLC
01.2021 - 05.2024
  • Managing and motivating a team of 13 direct line reports.
  • Creating a Team of high performers through coaching across Admin, Bureau De Change and Operations sections.
  • Carrying out appraisals, return to work interviews as well as grievances and disciplinary hearings. Delivering dismissals when needed.
  • Overseeing and investigating absence, poor performance and misconduct hearings in line with company policy
  • Interviewing candidates and recruiting against set criteria.
  • Processing new starters ensuring work permits/Visas are in order.
  • Monitoring accuracy of staff rotas ensuring pay and holiday is processed on time and correct.
  • Ensure all legal & Trading regulations are adhered too.
  • Control of the Stores staffing costs and ensuring all Business Units are adhering to their staffing spend to support store contribution.
  • Managing the Administrative department to ensure cash handling measures are in place to mitigate any till loss and ensure all staff profiles are up to date.

Team Manager - Foods & Hospitality

Marks & Spencer PLC
09.2015 - 02.2021
  • Responsible for driving availability and commercial opportunities across the food and hospitality sections in a department which takes £200k a week, in a £500k store.
  • Managing teams to meet company objectives, with 32 line reports.
  • Identifying and implementing ways for the store to remain profitable. Ensuring an exceptional level of customer service is provided at all times.
  • Providing guidance and coaching to ensure the team deliver agreed targets and KPIs.
  • Monitoring performance, and identifying and addressing any potential gaps in training.
  • Driving productivity targets, key achievements.
  • Improved customer service scores from 76% to 92% over a month by creating service slips for colleagues to hand out, to encourage customers to fill out service surveys.
  • Driving Food waste performance from 6% to compliant at 2.5% through performance management and ensuring processes are carried out with integrity.

Education

Bachelor of Science - Geography

Plymouth University
Plymouth

Skills

  • Customer service
  • Complaint resolution
  • Time management
  • Digital literacy
  • Loss prevention awareness
  • Food safety compliance - Food Safety Level 3
  • Dispute management
  • Group leadership
  • Customer complaint management

Timeline

Team Support Manager/Customer Assistant

Marks & Spencer PLC
05.2024 - Current

Team manager - Admin & Operations

Marks & Spencee PLC
01.2021 - 05.2024

Team Manager - Foods & Hospitality

Marks & Spencer PLC
09.2015 - 02.2021

Bachelor of Science - Geography

Plymouth University

Similar Profiles

Create profile
Sophie Cherrill