Tracey Richardson
Luton,Bedfordshire
Summary
Experienced professional with a wide variety of skills obtained in roles that required quality leadership, excellent customer service including resolving complaints, effective decision making and analytical problem solving.
Demonstrates outstanding verbal and written communication skills including experience in telephone communication and effective listening to understand and build rapport.
Offers a strong combination of advanced investigation techniques and attention to detail resulting in an accurate and fair outcome.
Proven history of working remotely with extensive experience of self motivation and great time management skills
Overview
41
41
years of professional experience
3
3
years of post-secondary education
Work History
Loss Prevention Manager and Senior Investigator
Homebase
Remote
11.2010 - 01.2025
- Developed strong relationships with stores and Store Managers to ensure adherence to company's loss prevention policies.
- Improved inventory control systems thus decreasing cases of stock shrinkage due to mismanagement.
- Provided guidance on best practices in merchandise protection, minimising opportunity for shoplifting activity.
- Developed strategies to prevent future fraudulent activities, enhancing company's security measures.
- Investigated fraud cases by conducting in-depth analysis of financial transactions.
- Conducted complex investigations into internal and external fraudulent claims delivering an accurate and fair outcome
- Conducted regular reviews and official audits to validate company procedures are in place and kept under control.
- Investigated customer complaints , paying attention to detail and building rapport
Store Manager
Homebase
Harrow Weald, Middlesex
04.2000 - 11.2010
- Coached underperforming employees improving their job performance significantly.
- Boosted store's reputation for excellence through meticulous upkeep, product presentation and customer service.
- Resolved customer complaints effectively, protecting the store's image and promoting good customer relationships.
- Upheld health and safety regulations within the premises to ensure a safe shopping environment.
- Implemented promotional displays to increase product visibility and sales.
- Led training sessions for new employees, equipping them with necessary skills and knowledge.
- Conducted performance appraisals for staff members, providing constructive feedback and identifying areas for improvement.
- Streamlined operations to maximise efficiency and minimise waste.
- Monitored inventory levels consistently to avoid stock shortages or overages.
- Ensured high levels of customer satisfaction with proactive interaction and prompt issue resolution.
- Developed a team-oriented environment by implementing effective leadership strategies.
Operations manager
Homebase
Harrow Weald, Middlesex
02.1998 - 04.2000
- Improved operational efficiency by streamlining processes and implementing strategic plans.
- Applied lean principles to operations management, reduced waste significantly.
- Managed vendor relationships to ensure timely delivery of services.
- Managed inventory efficiently to minimise stockouts and overstock situations.
- Led and managed administrative staff to maintain smooth daily operations.
- Delivered excellent customer service ensuring any complaints were dealt with efficiently and effectively
- Delivered deadlines through effective time management
Customer Service Manager
Homebase
Harrow Weald, Middlesex
01.1994 - 02.1998
- Streamlined processes for improved team efficiency.
- Oversaw daily operations, ensuring optimal performance.
- Raised company reputation with high-quality customer care.
- Resolved complaints efficiently, delivering the right solutions and fostering customer loyalty .
- Managed challenging situations to ensure customer satisfaction.
- Devised strategies to improve customer engagement.
- Implemented training programmes, enhancing team capabilities.
- Delivered excellent verbal and written communication to support customer satisfaction and ensure collaboration across all teams
- Devised activity and service plans to meet customer requirements.
- Owned escalated telephone complaints ensuring composure was retained under pressure and rapport was built to achieve an agreeable solution
Assistant hotel manager
Ibis Hotels
Luton, Bedfordshire
01.1989 - 01.1994
- Streamlined hotel operations by implementing efficient management strategies.
- Facilitated smooth front desk operations during peak hours.
- Worked closely with housekeeping and maintenance departments, ensured high standards were maintained at all times.
- Conducted regular staff meetings to improve internal communication within the team.
- Handled customer complaints, resulting in improved customer service ratings.
- Improved guest relations with effective communication and problem-solving skills.
- Resolved complex guest issues ensuring a positive outcome.
- Managed hotel budgets through careful planning and business strategy.
- Kept back of house accounts and records updated, enabling clear performance monitoring.
Airport Operations Manager
Trusthouse Forte
Luton, Bedfordshire
01.1984 - 01.1989
- Liaised seamlessly between various departments resulting in more coordinated actions during peak times.
- Handled passenger complaints effectively, achieving higher levels of customer satisfaction.
- Developed contingency plans to deal with emergencies, ensuring minimal disruption of operations.
- Maintained cleanliness standards in the terminal building to enhance customer experience.
- Received and resolved customer complaints escalated by staff.
- Facilitated communication and collaboration across departments.
- Kept appropriate stock levels to meet operational needs.
Education
HND - Hotel Management
Barnfield College
Luton 09.1980 - 07.1983
Skills
- Decision making capacity
- Dispute Resolution
- Effective listening
- Investigation techniques
- Complaint handling
Affiliations
- A love of travel , exploring new horizons and experiencing different cultures. Walking with my dog giving time to reflect and experience local beautiful countryside. Reading, mainly fiction thrillers and criminal investigations that require concentration and anticipating possible outcomes.
Accomplishments
Qualified chef
First aid trainer
Twice recognised as Employee of the year for Homebase
Stocktake award -delivering budget
Recognition award for creating and implementing Model week
Timeline
Loss Prevention Manager and Senior Investigator
Homebase
11.2010 - 01.2025
Store Manager
Homebase
04.2000 - 11.2010
Operations manager
Homebase
02.1998 - 04.2000
Customer Service Manager
Homebase
01.1994 - 02.1998
Assistant hotel manager
Ibis Hotels
01.1989 - 01.1994
Airport Operations Manager
Trusthouse Forte
01.1984 - 01.1989
HND - Hotel Management
Barnfield College
09.1980 - 07.1983
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