Sueellen Norman
Nottingham
Summary
A skilled professional with extensive experience in retail management and customer service, demonstrating expertise in till operations, cash handling, and inventory control. Proficient in staff training, store layout design, promotional strategy, and merchandising knowledge to optimise sales performance and enhance customer satisfaction. Health and safety trained with a strong focus on maintaining clean and organised work environments while adhering to food hygiene standards. Adept at complaint resolution, leadership, and employee management, ensuring efficient shop floor operations and seamless point of sale system usage. Committed to continuous learning and adapting to new skills to drive operational excellence and achieve business goals.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work history
Store supervisor
Poundland
Nottingham
05.2021 - 12.2025
- Oversaw security measures to prevent theft or loss of merchandise.
- Handled delivery logistics for seamless stocking of new arrivals.
- Performed daily cash handling duties, ensuring accurate financial transactions at tills.
- Maintained cleanliness standards throughout the store, promoting a pleasant shopping experience.
- Handled customer enquiries with professionalism leading to enhanced client relations.
- Created an inviting store environment enhancing customer shopping experiences.
- Improved store layout by regularly reorganising merchandise and display areas.
- Managed promotional displays for maximum product visibility and increased sales opportunities.
- Increased customer satisfaction with prompt resolution of complaints and queries.
- Trained new employees, leading to competent store personnel.
- Enforced health and safety standards resulting in a safe workplace.
- Boosted sales performance through effective upselling strategies on shop floor.
- Provided excellent customer service, contributing to repeat business from loyal customers.
- Assisted in inventory management to maintain sufficient stock levels.
- Facilitated smooth store operations, performing daily opening and closing functions.
- Managed stock levels to maximise sales opportunities.
- Updated pricing and promotions to fulfil store goals.
- Cashed up tills and counted takings to balance books at business close.
- Redesigned store layouts to improve customer flow, maximising footfall opportunities.
- Led by example in delivering exceptional service, increasing repeat custom.
- Led daily operations to maintain smooth store running.
- Approved customer refunds and exchanges upon close item inspection.
- Displayed goods and prices clearly to maximise customer interest.
- Instructed teams of promotional offers to increase product sales.
Cafe worker/Barista
Interserve
01.2019 - 03.2020
- Assisted team during operational duties at B&Q café.
Provided support following closure due to COVID lockdown.
Facilitated transition for team members after redundancy. - Rotated perishable products regularly, avoiding wastage due to spoilage.
- Prepared hot and cold beverages for customers' satisfaction.
- Ensured cleanliness of cafe premises by performing regular cleaning duties.
- Utilised up-selling techniques for increased revenue generation.
- Delivered prompt service to customers, resulting in repeat business.
- Engaged with customers in a polite manner, fostering a welcoming environment.
- Handled cash transactions accurately, minimising discrepancies at the end of shift.
- Assisted in inventory management for optimal stock control.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Memorised regular guests and frequent orders to deliver personalised service and encourage repeat business.
Catering assistant/Barista
Elior/NHS City Hospital
09.2009 - 02.2017
- Reason for leaving: Left due to ill health. I am happy to answer any questions regarding this.
Sales assistant/Supervisor
WRVS City Hospital
09.2005 - 09.2009
- Reason for leaving: Was TUPE over to the NHS to be employed by them in their coffee shop.
Education
NVQ level 2 - retail
09.1995 - 09.1997
NVQ level 2 - customer service
09.1995 - 09.1997
Basic food hygiene and food safety - undefined
03.2019 - 03.2019
Skills
- Excellent customer service and customer interaction
- Till trained on a variety of different types of tills, cash handling in both cashing up and banking
- Stock rotation, point of sales to up sell items and quick to learn knowledge of products
- Health and safety trained and food hygiene trained
- Knowledge of how to make different types of coffee
- Maintaining a clean and tidy work environment and following cleaning schedules
- Great time keeping and reliability
- Adapt easily to new skills and environments I am always willing to learn
- Inventory control
- Promotional strategy
- Store layout design
- Staff training
- Complaint resolution
- Leadership aptitude
- Organised approach to tasks
- Employee management
- Merchandising knowledge
- Point of sale systems
- Retail management
- Shop floor management
- Till reconciliations
- Goods-in oversight
Availability And References
- Susan, Rollitt, Area Manager, sue.rollitt@interserve.com, 07973 913930, Interserve
- Marie, Millington, Manager, 07861 607213, Interserve
Accomplishments
- Recognised for great customer service in most of my jobs. Customers emailing in to compliment me on my friendliness, politeness and willingness to go the extra mile.
- I am a very clean and tidy worker who likes to be organised and my manger changed the way things were set out within the cafe to the way I worked has it's a more efficient way of working.
- Praised by all managers for my work attitude and have been recognised for it.
Duties
- As a member of a small team of 4 working in the coffee shop, I was often working alone, so had to work quickly and efficiently to make sure customers were served in a fast and friendly manner.
- Whilst on shift I had to prepare and serve food and beverages for consumption on the premises
- Take customers' food and beverage orders
- Operate cash registers, accepting payments and preparing sales invoices
- Clearing away used dishes and cutlery from tables when customers are finished
- Cleaning and preparing tables for use
- Washing dishes, cutlery and cooking utensils
- Cleaning cafe equipment such as coffee grinders, espresso machines, grills and the kitchen
- Participating in stock takes and assisting in putting away new stock
- Providing backup to other cafe employees
- Follow the cleaning schedule to keep the cafe in the food hygiene regulations.
Other Responsibilities
- Opening or closing of the cafe available, which involved setting up the cafe for the day and banking the daily takings at night.
- Helped the manager to do weekly stock reports and paperwork.
- Risk assessment
Timeline
Store supervisor
Poundland
05.2021 - 12.2025
Basic food hygiene and food safety - undefined
03.2019 - 03.2019
Cafe worker/Barista
Interserve
01.2019 - 03.2020
Catering assistant/Barista
Elior/NHS City Hospital
09.2009 - 02.2017
Sales assistant/Supervisor
WRVS City Hospital
09.2005 - 09.2009
NVQ level 2 - retail
09.1995 - 09.1997
NVQ level 2 - customer service
09.1995 - 09.1997