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Gemma Spratt

Gemma Spratt

Management Trainee

Woolworths PLC

Weston-Super-Mare, North Somerset

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Self Employed

Nail Technician

My constant passion for learning led me to complete a level two qualification in Nail Technology. After the birth of my second child and subsequent struggle to fill my only remaining childminding vacancy appropriately I decided to take the opportunity to invest in my personal development and obtain a qualification in a creative trade. A keen painter and artist from a young age, I had always been fascinated my my grandmothers nails and decided to be pro active about my employment choices by expanding my Curriculum vitae further. I also completed a level two certificate in customer service during the course, drawing on my previous roles it was a great opportunity to formalise my experience with a recognised qualification. My work is very much customer orientated, with my emphasis on delivering a professional, high quality service to my clients. Pro active and self motivated I strive to keep upto date with the latest products and techniques, investing in my business for my clients benefit and enjoyment.

Career medium 06
Career
Career medium 06

Self Employed

Childminder

Retraining in an area of new found interest, I completed the South Gloucestershire council training program "introduction to home based childcare". I then completed my paediatric first aid training and went onto pass my initial ofsted inspection. Dedicated and inspired I Registered to provide care in all three categories, however during my registration I cared for various children in the early years age group only. My previous employment history stood me in good stead with regard the administrative work required, beginning with the formation of my own policies and procedures, and continuing with the daily journals and ongoing observations of the children at play. Linking the observations to the areas of learning and development (early years foundation stage) and planning activities to extend the children's learning. I have kept my own accounts since becoming self employed again drawing from previous experience. A role of great responsibility but the most rewarding, I hope to be able to work within this sector more in the future as it is of great interest to me.

Career

Tesco Stores LTD

Duty Manager

Joining TESCO as part of the new store opening team, myself and four other duty managers recruited and trained 250 members of staff, taking our own teams into the new build and merchandising and preparing the store for its launch. An absolutely amazing experience to take a team from the interview stage in an external office, to opening day and a £500k opening week of sales. On appointment I was Home and electrical manager, with two team leaders and a permanent staffing of 25 (with a further 25 temporary staff on opening) and accountable for the merchandising, replenishment and KPI delivery across the sales floor. Working in line with tesco trade priorities and our own unique store displays, myself and my team were responsible for achieving the company customer promises on a daily basis and when audited by our mystery shopper. (availability, service, queuing time, pricing, accessibility). Technical specialists within the electrical team, were trained with brand specific knowledge, to deliver sales on electrical goods including PC Guys our specialist computer team. Staff attended company conferences to see the latest technology being launched and I dealt directly with top brand representatives to ensure the brand was well represented Instore.

As Duty manager I held the accountability for the store when on call, ensuring each of the stores areas was operating safe and legally, and delivering the customer promises and store KPIs. Reviewing the shop floor throughout the trading day, analysing the daily sales figures (against previous day, week, year) reviewing our wastage and losses, ensuring the store was trading safe and legally with pricing, cash and food safety checks all completed when appropriate and daily audits completed by the department managers and those audits checked and accounted for by myself. Crisis management trained, I took the accountability for fire alarms/drills and audits, security breaches and procedures and power failures (etc) ensuring the safety of staff and customers and minimising loss via criminal activity, whilst on Duty. Communicating with the whole management team twice daily at our management meeting Team 5, then rolling out the action points from my store walk to the teams.

As department manager Myself and my two supervisors delivered all our staffs safe and legal training, department training, performance and absence management, holiday planning and bank holiday staffing, company performance reviews, new starter reviews, return to work programs and occupational health, staff rotas and payroll, safe and legal checks and department audits, delivering department key performance indicators and reviewing the sales floor and trade patterns daily. As a duty manager I also supported the store manager with the company disciplinary and grievance procedure implementation, planning with the team, to ensure best practise and correct process, should the need to issue any sort of disciplinary action be required. Professional and organised to ensure the store didn't suffer any unnecessary disruption when issues arose. My law diplomas and love of Human resources proved to be extremely useful In store, and a great resource for fulfilling the new responsibilities this role had brought, compared to previous management posts.

On return from maternity leave I was appointed as customer service manager where I became accountable for the stores front end services; checkouts, customer service desk, cash office, staff restaurant and customer service coaching. My role became a lot more compliance focused as a manager, with the stores pence per thousand loss my main focus key performance indicators, with more audits and investigations to complete, whilst ensuring the best standard of service was delivered at all our cash desks and checkouts. Safe and legal checks were completed daily, with continual auditing of transactions, balances and records. Ensuring accurate Daily processing in the cash office and the subsequent banking of takings by operating an efficient, secure cash office was a key day to day duty. I ensured I completed the operator training in the cash office so to understand where problems may occur and eradicate any likelihood of a processing error causing a chargeback to store, therefore protecting my KPIs. I take pride in leading from the front and completed my training for every role in the department to work shoulder to shoulder with the team to deliver the department to the best possible standard.

Career medium 03
Career
Career medium 04

Disney Stores Plc

Lead Cast Member

Working with the store manager and her assistant to deliver one of the top ten stores in the UK.( Spotlight program) Disney stores are very much based on a theme park experience and extending the magic of Disney to the guests Instore, therefore a large focus of my role was around driving sales and standards through the stage manager role. Visual merchandising and key performance indicators such as a profit per fixture were constantly reviewed and displays moved/adjusted as necessary. I was key coach for the Disney store service program, "the magic touch" whereby every customer was approached, offered help, the guest experience and therefore the sale, maximised. The magic touch taught me how customer service should look, something I carried forward to Tesco when delivering the service program, every customer matters. Guest service and store standards were very much the day to day focus instore and activities planned to deliver the best service with the best possible sales outcome. Goods inwards were received and replenished on a rapid delivery program, Allowing the maximum staffing hours to be utilised in trading hours on the sales floor. Administration was kept to a minimum with banking and audit checks completed daily. The small nature of the team and the absolute dedication and pride of the staff, ensured a very smooth running store. Administration was shared between the three managers with rotas, holiday planning, cash management, auditing, sales figure preparation, conference calls on a daily basis. Staff performance reviews, coaching, investigations and training were shared between the team on a weekly basis. However staff turnover was low, so these tasks were minimal.

Career

J Sainsbury PLC

Night shift Supervisor

Working with the nightshift manager to deliver key performance indicators for a busy supermarket. A team of 15-40 seasonally, we were responsible for the overnight replenishment of the store, including goods inward and replenishment of fresh food deliveries. All departments were re-stocked and store dress delivered to the company standard, we also had a small bakery team delivering fresh baked bread for customers at store opening, the magic moment. Whilst a largely hands on role, I was fortunate to work some days I between shifts and received an excellent management training program, here at Sainsbury's I completed training in dangerous machinery and was certified to train others on equipment used on the shift. I also completed my certificate for personal license holders enabling me to have accountability for the stores alcohol sales, and oversee the delivery of the age restricted sales at the checkouts,when seasonal opening hours increased.

Aswell as a focus on the key performance indicators associated with replenishment (cases per hour, pricing, shelf life and cleanliness) and the management of the store managers expectations from the team. I worked with the night shift manager to deliver staffing rotas, holiday planning, staff training, absence management, staff performance, safe and legal records and to ensure the staffs working time directive declarations, night shift health assessments and increased participation in fire drills were all kept in line with our legal responsibilities.

Career medium 04
Career
Career medium 06

Woolworths PLC

Management Trainee

Joining the company as a temporary member of Christmas staff, my contract was made permanent and I joined the companies management training program. A fantastic starting block to my career in retail, I was trained in all areas of the business. A general merchandise retailer, the role encompassed working with food, age restricted and licensed product aswell as general goods. Therefore I received in depth training on retail legislation and procedure, loss prevention, cash management, goods inward and replenishment and customer service. I learned how to organise my time and delegate tasks, how to coach and inspire others, implementing season changes and trade priorities. I was chosen as the lead for our local area to role out a new cash management system called king store, receiving the training to the highest level and then rolling it out to store colleagues of differing abilities and restrictions.

Career

Brake Brothers

Order entry clerk

Work experience and a subsequent temporary Saturday job. I was part of the telesales team entering orders from various food eateries and pubs around the country (ember inns, little chef etc) using a coded system and finishing each order by completing the paperwork produced. My first experience in a work environment and of administration in general. I learned a professional telephone manner and gained confidence to begin my working life.

Career medium 05
Career

South Gloucestershire and Stroud College

City and Guilds Certificate in Customer Service

South Gloucestershire and Stroud College

VTCT Nail Technology level 2

South Gloucestershire Council

Introducing Home based Childcare

Wiltshire College

Professional Diploma in Law

Wiltshire College

Professional Diploma in Legal Practise

BIIAB

National certificate for Personal License Holders

Education medium 04

Chipping Sodbury Secondary School

GCSEs obtained with the following grades.
English literature. A
English. B
Mathematics. B
Double modular science. CC
Art. B
French. B
Graphic design. B
Religious education. B
Geography. C

Education