Stephen Best
Bangor,Ards and North Down
Summary
During my years working in retail, I have worked my way up from a part time Christmas temp to Area Manager/Operations Manager looking after retail stores and call centres. I have been able to use my coaching and man management skills to grow the business I have worked for to a higher level. I am extremely driven and self motivated, I am always looking to push myself and progress further. I have vast amounts of experience leading a store and coaching others. I have experience in creating and delivering classroom based training events as well as bespoke one to one sessions.
I have a history of being able to go into under-performing stores and turn around performance in a short period of time, leading by example and not being afraid to performance manage when required.
I am now looking to take the skills and experience I have gained over the years and transfer them into other industries for a new challenge
Overview
25
25
years of professional experience
Work History
Team manager
Marks and Spencer
Belfast, Antrim
11.2023 - Current
- Prioritised workload effectively, resulting in timely completion of tasks.
- Provided consistent leadership to maintain high levels of team performance and satisfaction.
- Cultivated a strong rapport with team members, fostering a cohesive and collaborative workplace environment.
- Maintained up-to-date knowledge of industry trends, enabling informed decision-making processes.
- Developed action plans for continuous process improvement initiatives.
- Addressed customer complaints promptly, ensuring customer satisfaction and retention.
- Encouraged open dialogue amongst employees for better problem-solving ability.
- Delegated responsibilities efficiently amongst team members.
- Conducted performance evaluations to identify areas of improvement.
- Implemented staff rota schedules to ensure adequate coverage during peak times.
- Ensured adherence to company policies, resulting in fewer discrepancies and conflicts.
Manager
Neptune
Belfast , Antrim
06.2023 - 09.2023
- Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
- Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Aided senior leadership by recommending corrective actions and improvements to company operations.
- Designed and implemented flexible solutions to aid business efficiency and drive process improvements.
- Implemented health, safety and well-being programmes to drive productivity and high-quality services.
- Analysed sales to identify top-performing products.
- Supported business development activities and onboarded new clients to grow revenues.
- Guided staff to bolster overall team performance, resilience and cohesion.
- Created and implemented best practice policies and processes to aid operational performance.
- Supported new business initiatives and projects and contributed to review meetings and change processes.
Operations Manager
APK Communications T/A Vodafone (Franchise)
Ballymena, Mid and East Antrim
12.2021 - 06.2023
- Developed, recommended and implemented strategies to improve employee work quality and speed.
- Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
- Reduced costs and improved operations by analysing processes and customer feedback.
- Collected regular customer and employee feedback, interpreting findings to enable corrective action.
- Supported company growth by working constructively with sales team members, generating new business opportunities.
- Aided senior leadership by recommending corrective actions and improvements to company operations.
- Strategically scheduled and managed 19+ staff members, maintaining high-performing business operations.
- Provided expert supervision to department managers and 19+ staff members, delivering optimal productivity.
- Cut company operating budgets through improved staffing, resourcing and inventory management.
- Minimised discrepancies by effectively training employees on best practices, policies and procedures.
- Streamlined operational efficiencies by establishing and implementing effective programmes.
- Adhered to employee relations processes while recruiting, retaining and developing staff.
- Strategically scheduled and managed 20+ staff members, maintaining high-performing business operations.
- Served as key corporate representative, liaising with various stakeholders in support of operational excellence.
- Analysed financial data to track and achieve budget targets.
- Noted employee absences and grievances, and improved team development and performance with right training.
- Managed and motivated high-performing teams for successful KPI attainment.
- Worked constructively with sales team generating new business opportunities and supporting company growth.
- Planned, organised and managed recruitment and selection processes, consistently meeting budget targets and recruitment goals.
- Communicated and enforced HR policies to team members, cultivating compliant and satisfied workforce.
- Delivered consistent and reliable administration through strategic planning and coordination of HR functions.
- Advised line managers on correct disciplinary procedures for compliant issue resolution.
Account Manager
Local Appliance Rentals
Bangor, Ards and North Down
01.2018 - 11.2021
- Managed 250+ long-term customer relationships.
- Grew customer base by identifying needs to deliver relevant product solutions that met client budgets and schedules.
- Reviewed client feedback to enhance service delivery and maintain customer base.
- Retained existing customer accounts through consistent engagement.
- Handled customer concerns and complaints to resolve issues and build loyalty.
- Secured new clients through targeted networking and marketing.
- Drove contract renewals through proactive calls and follow up campaigns.
- Finalised contracts with comprehensive legal and product knowledge.
- Visited customer locations to determine needs and set up contracts.
- Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities.
Area Manager
Fonehouse
Lisburn, Lisburn and Castlereagh
11.2016 - 12.2017
- Drove revenue increases and team morale by developing and deploying incentivised sales contests.
- Conducted training sessions to educate employees on best practices and procedures, increasing team performance.
- Approached new tasks and projects with enthusiasm and passion, increasing employee motivation and morale.
- Resolved conflicts promptly to promote positive environments for customers.
- Brought in exceptional candidates to boost team productivity and operational efficiency.
- Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Analysed sales to identify top-performing products.
- Managed and distributed weekly sales reports, enabling performance evaluation to aid continual growth.
Area Manager
Ruscom Mobile LTD T/A O2 (Franchise)
102a Upper Main Street, Bangor Co.Down
06.2015 - 11.2016
- Interviewed job candidates and made staffing decisions.
- Counted cash drawers and made bank deposits.
- Managed staff of 17 sales associates,3 Store leaders and 3 Assistant Store Leaders.
- Assigned employees to specific duties to best meet the needs of the shop.
- Proposed and published metrics and KPIs to be incorporated into the monthly financials and scorecards.
- Oversaw inventory and office supply purchases.
- Reduced and controlled company expenses by introducing tighter stock control, cash management and developing a new sales driven commission scheme.
- Identified individual development needs with appropriate training.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Developed and rolled out new policies.
- Increased the company's performance from hitting 2 out of 5 KPI's per month on average before I started to hitting 5 out of 5 on regular basis, through motivation, coaching and performance management
- Planned, organised and managed recruitment and selection processes, consistently meeting budget targets and recruitment goals.
- Communicated and enforced HR policies to team members, cultivating compliant and satisfied workforce.
- Advised line managers on correct disciplinary procedures for compliant issue resolution.
- Analysed market data to create competitive compensation and benefits packages.
- Monitored evolving regulatory changes and parameters to maintain operational compliance.
- Developed bonus and incentive programmes to drive employee performance.
- Educated line managers on policy and process changes for implementation.
Assistant Store Leader / Regional Trainer
Telefonica O2
Various across Northern Ireland and England
04.2000 - 06.2015
- Demonstrated use and care of merchandise.
- Greeted customers and ascertained customers' needs.
- Maintained records related to sales.
- Helped customers with questions, problems and complaints in person and via telephone.
- Stocked shelves and supplies and organised displays.
- Developed positive customer relationships through friendly greetings and excellent service.
- Trained and served as a peer coach for new sales associates.
- Interviewed job candidates and made staffing decisions.
- Counted cash drawers and made bank deposits.
- Worked my way from part time Christmas temp to Assistant Store Leader
- Instructed staff on appropriately handling difficult and complicated sales.
- Scheduled and led weekly shop meetings for all employees.
- Generated repeat business through exceptional customer service.
- Conducted stock inventories once per quarter.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
- Contacted other store locations to determine merchandise availability.
- Completed all cleaning, stocking and organising tasks in assigned sales area.
- Prioritised helping customers over completing other routine tasks in the store.
Education
GCSE -
Regent House Grammar School
1998
Skills
- Excellent customer service skills
- Personnel development
- Merchandising
- Detail-orientated
- Strategic thinker
- Mathematical aptitude
- Staff training and development
- Expert in coaching (CIPD Qualified Coach )
- Decisive
- Empowers high-performing sales teams
- Accomplished manager
- Goal-orientated
- Positive and upbeat
- Analytical problem solver
- Strong interpersonal skills
- Inventory management
Hobbies
In my spare time I enjoy spending time with my wife and 2 boys. I run a YouTube channel and all social media accounts associated with it. I am a big fan of most sports, especially Football, Rugby, Golf, and NFL. I am also a Theme Park enthusiast and keen builder of Lego
Timeline
Team manager
Marks and Spencer
11.2023 - Current
Manager
Neptune
06.2023 - 09.2023
Operations Manager
APK Communications T/A Vodafone (Franchise)
12.2021 - 06.2023
Account Manager
Local Appliance Rentals
01.2018 - 11.2021
Area Manager
Fonehouse
11.2016 - 12.2017
Area Manager
Ruscom Mobile LTD T/A O2 (Franchise)
06.2015 - 11.2016
Assistant Store Leader / Regional Trainer
Telefonica O2
04.2000 - 06.2015
GCSE -
Regent House Grammar School
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