Experience

LUSSO

• United Kingdom
• Retail
• 1 - 100 Employee

• Business Process & IT Support Manager

  • Nov 2022 - Present

• Business Process Improvement Analyst

  • Mar 2021 - Dec 2022

• Website & Product Coordinator

  • Nov 2020 - Mar 2021

• Customer Service Advisor

  • Oct 2020 - Nov 2020



O2 (Telefónica UK)

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Assistant Store Leader

  • Jan 2018 - May 2020

  Reporting to the Store Manager, my role was to create a high performing, motivated and engaged team. With various reports available, knowledge of store activity and different products and pricing would allow planning for the week or days ahead to achieve or surpass targets.KEY RESPONSIBILITIES• Managing individual advisors’ performance through regular reviews and observations.• Maximising productivity and delivering rotas in an effective and timely manner.• Accountable for store operations, FCA compliance and Health & Safety.• Coaching and developing staff members across all areas of sales and store systems and procedures.• Attending quarterly management meetings to make contributions and deliver recommendations on performance improvements.KEY PROJECTS/ACHIEVEMENTS• The store had a team which consistently performed well and were ranked one of the best performing stores in the region based on KPI’s.• Set up a mentorship programme to upskill advisors to the level needed for them to progress to other roles within the company. I identified potential candidates based on performance and paired them with assistant store leaders to support utilising a framework to ensure a consistent approach.• Put a system in place to collate overtime and expenses for stores as the overall regional budget was being exceeded regularly and reports were coming through too slowly.• Presented information on contract fraud at meetings following a regional increase of 98% of hardware loss from 2018 to 2019. This included ways to identify fraud and strategies to reduce it beyond the normal company guidelines.

• Store Leader

  • Jan 2019 - Jul 2019

  Two secondments as a Store Manager due to absence. Having been chosen due to experience and previous successes. With complete responsibility for the store, these opportunities were used to implement my own strategies to successfully improve performance and further my development. Reported directly to Regional Manager.KEY RESPONSIBILITIES• Ensuring the store achieved various KPI’s.• Managing individual advisors’ performance through regular reviews and observations on the shop floor.• Interviewing and recruiting new staff into the store.• Managing conduct, attendance and performance issues in store.• Full accountability for all store operations, health and safety and compliance including FCA.• Conducting daily briefings on performance goals and achievements.• Attending regular senior management meetings to make contributions and deliver recommendations on process and performance improvements.KEY ACHIEVEMENTS/PROJECTS• Investigated conduct, attendance and performance (CAP) issues in the north territory, assisting the Territory CAP Lead with cases across the country. Most importantly I created a tracker that was used in all stores across the company and within HR.• Improved performance across all KPI’s to achieving over 100% each quarter through leading by example, coaching advisors on performance and sales and effective management of targets. The store was regularly underperforming before I moved there.

• Store Leader

  • Feb 2018 - Jul 2018

  Secondment into the Store Manager role.

• Retail Technical Specialist

  • Feb 2013 - Jan 2018

  In this role I was a tech expert, there to support customers of ours and other networks with all tech queries and product knowledge, and inspire them to do more with their devices. Known as an ‘O2 Guru’ and part of the management team, it was my job to coach the sales staff on products and services, along with providing support on their targets towards the stores KPIs. KEY RESPONSIBILITIES• Managing own time, releasing appointments onto an online booking system.• Providing technical support and data transfers to customers for their phones, tablets, wearable technology and laptops.• Researching new product lines and creating and delivering training content.KEY PROJECTS/ACHIEVEMENTS• Assisted in facilitating several large-scale conferences across the UK. • Leading community projects within the region to increase brand awareness. This was mainly set within primary schools, library groups and the town centre.• Supported O2’s social media accounts creating publishable content such as videos and blogs.• Managed my own Twitter, YouTube, Instagram and Snapchat accounts to promote the store.

• Sales Advisor

  • Nov 2010 - Mar 2013

  My main duty was sales in a customer facing role working towards company set KPIs. I developed a great understanding of the many products and services available and gained the capability to demonstrate them.Key Responsibilities• Delivering store targets based on company set KPI’s• Key holder for store• Cash management• Stock managementKey Projects/Achievements• Fund raising for O2’s Think Big charity