Toni Ennew
Washington,Tyne & Wear
Summary
Dedicated professional with extensive experience in customer service and management. Proven ability to train and mentor staff while ensuring compliance with operational standards. Strong skills in financial management and customer engagement aimed at driving business success.
Overview
5
5
years of post-secondary education
37
37
years of professional experience
Work history
Carer
Mother
Washington, Tyne and Wear
2022.11 - 2025.12
- Administered medication, ensuring correct dosage as prescribed by their doctor, recording details of timings and side effects..
- Charted daily observations, mobility activity and eating percentages to aid continued assessment.
- Ensured proper nutrition by preparing healthy meals.
- Maintained hygienic living environments through regular cleaning.
- Maintained mother's dignity and respect throughout personal care support, including dressing, showering and toileting.
- Assisted mother with exercises designed by physical therapists to improve mobility and strength.
- Safely transported and accompanied mother to coordinated appointments with healthcare professionals for routine check-ups and treatments.
- Utilised active listening skills whilst engaging in conversation with mother, boosting mood and overall happiness level.
Landlady
The Cross Axes
Great Harwood, Lancashire
2005.06 - 2023.03
- Managed daily operations and ensured high standards of customer service while maintaining welcoming atmosphere.
- Achieved improved staff retention by maintaining proactive communication and resolving issues.
- Achieved higher customer satisfaction through prompt complaint responses and issue resolution.
- Maintained clean, inviting premises using regular cleaning and maintenance routines.
- Achieved harmonious working and socialising environments by resolving disputes effectively.
- Managed enforcement of alcohol and food service rules, maintaining safe customer environment.
- Coordinated staff training sessions, reinforcing professional standards for consistently high-quality customer service. service.
- Managed end-to-end inventory checks, reporting discrepancies for timely resolution.
- Owned sales and negotiation processes to drive favourable stock buying price outcomes.
- Managed daily financial record accuracy by organising transactions and reconciling accounts.
- Estimated costs using working knowledge of current market trends.
- Boosted customer awareness through events promoting business offerings and customer value.
- Managed on-site and off-site catering coordination across staffing, timing and delivery.
Telesales Representative
LWC Ltd
Leyland, Lancashire
2006.03 - 2009.12
- Tracked product and service updates, keeping competitive market positioning strong.
- Provided detailed product information, actively driving sales through improved customer understanding.
- Proactively pursued prospects via cold calling and lead follow-up to grow business.
- Managed client outreach by calling prospective and existing clients on scheduled cadence.
- Coordinated in-person visits with sales representatives to progress customer engagement.
- Used persuasive selling techniques to boost sales figures.
- Utilised professional phone etiquette consistently leading to positive customer feedback.
- Secured repeat business with effective relationship management.
- Managed high volume of inbound and outbound calls daily to meet performance targets.
- Acted as first point of contact for customer issues and queries.
- Handled complaints effectively, enhancing company reputation by offering timely resolutions to customers' queries, boosting overall customer experience.
- Maintained and recorded customer information in database.
- Processed orders quickly, providing customers with accurate order information.
- Achieved accurate accounts payable entry through disciplined cash handling and database recording.
- Performed clerical and administrative duties like taking messages and transferring calls.
- Worked collaboratively within team for achieving shared goals.
Field Sales Executive
UK Greetings
Dewsbury, Kirklees
2004.03 - 2005.06
- Attended industry expos and conferences, keeping abreast of latest trends.
- Attended meeting and sales events to learn latest developments.
- Established short-term and long-term goals with team to meet sales targets.
- Achieved average of 5 in-person sales calls per day across Tyne and Wear area.
- Demonstrated product features effectively to increase sales conversion rates.
- Navigated assigned territory to expand client network.
- Kept clear, detailed customer records to maximise future sales opportunities.
- Owned product display installation, maintenance, and alignment with company standards.
Area Manager
Mills Group
Whitley Bay, North Tyneside
1993.09 - 2004.02
- Responsible for oversight of 15 Convenience Stores and 6 Post Offices within larger group of Stores across North East, North West and Cumbria.
- Liaised regularly with senior management regarding operational updates and improvement proposals.
- Led training sessions for team members, strengthening productivity and execution readiness.
- Conducted regular performance reviews, providing structured feedback for continuous improvement.
- Improved employee retention by promoting positive work environment and supportive collaboration with day-to-day support for colleagues.
- Delivered operational efficiency by managing high employee scheduling within budget limits.
- Protected brand reputation by maintaining regulatory compliance with all applicable standards.
- Conducted audits and risk assessments to support regulatory compliance requirements.
- Improved operational performance by implementing best-practice policies, processes, and documentation.
- Identified discrepancies in stocks through regular inventory management.
- Maintained store hygiene standards through consistent, thorough cleaning routines across shifts.
- Assisted inventory management activities, tracking stock levels and availability status daily.
- Assisted customers with queries, providing clear, timely support and explanations and resolved customer complaints promptly by negotiating mutually beneficial outcomes with customers.
- Built customer loyalty by maintaining high service standards and attentive support.
- Planned and arranged pleasing in-store and window inventory displays to boost footfall and drive customer purchasing decisions.
- Processed card, cash, and cheque payments through POS register system accurately.
Administrator/Receptionist
J J Gilhespie Ltd
Gateshead, Tyne and Wear
1988.07 - 1993.05
- Represented front-of-house services, maintaining polished professional appearance to uphold company image.
- Facilitate efficient communication by answering phone calls and inquiries daily.
- Enhanced customer service through prompt assistance for visitors and colleagues alike, handling complaints and feedback professionally.
- Prioritised tasks for improved productivity in fast-paced environment.
- Provided administrative support for daily operations, including photocopying, faxing, filing requests.
- Ensured proper document storage-easy retrieval during audits or inspections.
- Handled incoming post, ensuring timely distribution to relevant parties.
- Wrote professional letters, emails and memoranda for business communication.
- Updated data and records with high accuracy and excellent system navigation.
- Managed invoicing and payments for contractors, vendors and suppliers.
- Processed new customer orders, coordinated related documentation and adjusted account balances.
- Received and checked financial statements and reconciled related accounts.
- Managed office supplies inventory to avoid shortage or wastage of resources.
Education
GCSEs - Maths, English Language, English Literature, Geography, Biology, Commerce, Typing
Usworth Comprehensive
Washington, Tyne and Wear 1983.09 - 1988.07
Skills
- Multitasking proficiency
- People Management
- Customer-First approach
- Secretarial duties
- Financial management competence
- Budgeting proficiency
- Confidential records handling
- Payment Processing
- Record-keeping
- Local market awareness
- Social media management
- Meal and snack preparation
- Understanding boundaries
- Mental resilience
Affiliations
- I have three dogs that I love walking, exploring our local area and beauty spots.
- Reading is how I relax, mysteryies and thrillers in particular.
Timeline
Carer
Mother
2022.11 - 2025.12
Telesales Representative
LWC Ltd
2006.03 - 2009.12
Landlady
The Cross Axes
2005.06 - 2023.03
Field Sales Executive
UK Greetings
2004.03 - 2005.06
Area Manager
Mills Group
1993.09 - 2004.02
Administrator/Receptionist
J J Gilhespie Ltd
1988.07 - 1993.05
GCSEs - Maths, English Language, English Literature, Geography, Biology, Commerce, Typing
Usworth Comprehensive
1983.09 - 1988.07