A fully qualified, independent, whole of market intermediary #Mortgage and #Protection #advisor based in #Kent

I have recently passed my CeMAP1 exam and have joined MMS as a Mortgage Advisor

I currently am the Leader/Department Manager of the Beauty department, in the World Duty Free store at the passenger terminal in Eurotunnel UK, Folkestone, working closely with global brands such as YSL, Estée Lauder, Clarins, Chanel, Christian Dior, Tom Ford and the COTY group of fragrances. I am responsible for the standards and compliance of the department, accountable for managing the performance and training of a high performing specialist team, for ordering stock levels, looking after all aspects of HR and the welfare of the teams on duty.As an extended part of my role, I am responsible for customer experience and service across the whole store, incorporating luxury items of jewellery working with Armani and Hugo Boss plus sunglasses brands which includes Ray Ban, Ralph Lauren, Gucci and Oakley. I also support and work across Liquor, Tobacco and Confectionery assortments within the store ensuring that stock flow is always full and that we are compliant and legal in every aspect of working within duty free.

My role here is working at the largest store in Region 14, top 5 store for the company, responsible for one of the largest Decor and Home department in the business. Working with 25 colleagues to deliver standards, sales and shrinkage targets across a wide ranging department covering a third of the store.

My role here was to work in every part of this fast-paced, small format warehouse store. Working with the Unit Manager I am responsible for stock flow and front end to deliver the best possible customer experience in branch. Responsible for Click and Collect and stock availability plus customer feedback, driving best practice and customer service for every customer that goes through the store. Working with up to 20 colleagues and managing two team leaders across the whole store.

My role here was to work in every part of this fast-paced, large format warehouse store. I have worked comfortably across all directorates including Décor, Home, Seasonal, Garden Centre, Building Yard, Hardware, Trade Point, Stock Flow and Digital Hub. Working with up to 50 colleagues daily to deliver the store plan by driving the rituals and routines.

Continuing the work in the Home Assortment I took responsibility of the Furniture department which combined, accounted for most of the first level shop floor. Leading a team of 20 direct line reports to deliver the best possible service and driving their performance. Ensuring that the two teams became one and could deliver across all assortments to give the best possible experience to the customers in branch. Delivering full seasonal changes across a large assortment within budget and on time. Home Design moved into marketing their services externally with Housing Developers, Estate Agencies and the central Business to Business team to continue to build on this service and we also introduced virtual appointments during the COVID Pandemic of 2019/2020/2021, something that has now blended with our ways of working in-branch.

This role came about due to the Change Works that was introduced by the Partnership Executive Board. I oversaw the redundancy of existing Partners and introduced the new ways of working. I continued to look after Customer Services as described below but also took on new roles.Shop Support - A new role for the Partnership and something I took the lead on. We introduced a completely new way of working, training existing Partners in new Skills and ensuring they passed this onto the wider branch to deliver. Shop Support took over full function of Cash Handling, Marketing and Events, Systems / IT and all Scheduling for the Branch.Windows/Flooring and Lighting - This was an area of the branch that needed support and a change of management style. A full refresh and overview of all sections within this department were made. After liaising with central stakeholders subsequent improvements were made to drive better sales and performance. Working with CBRE and eternal contractors all seasonal lighting changes and improvement were made on time and to budget.Home Design - Leading and recruiting a team of two partners. A service led element of the Partnership which offers Personal in-store or at home appointments. Specialising in the Home Furnishing assortments they would design a complete overhaul of a room or a house and deliver offering the services and products from our assortment. Recently moving into EHT and Smart Home to deliver the ultimate service and delivering high net sales from customers.

I was working within the back of house, selling support function. I was the responsible manager for: Branch Operations - ensuring all central communications are dealt with efficiently by the right stakeholder in branch. Working with external charity and fundraising opportunities. Ensuring that the day to day process change works are completed on time.Security - Starting my Partnership career being an Loss Prevention Partner I took control of the team and ran the full day to day operation. Dealing with Cash or Stock losses. The safety of Partners, Customer and the building. No two days were the same and each quarter I was responsible for the overview of the Stock Takes for branch working directly with the branch leadership tea to deliver a consistently better result through coaching and understanding od processes and policies.Finance - Overseeing the team looking after any cash discrepancies, smooth running of the branch spend and working with Loomis.IT / Systems - Working with the in-store team to deliver a smooth experience for all users. Maintaining 100% system operation and providing support during any periods that the system failed to ensure the store continued to trade.Stock management / Operation - Looking after all deliveries that arrive from our main distribution Centre, ensuring shop floor stock availability was high and regular checks to ensure consistency and stock accuracy. Liaising with Parcel Force to ensure customer deliveries were handled correctly and the agreed SLA. Customer Service/Customer Collections - Overseeing the team looking after Foreign Exchange Collection, in-store Partnership Card applications, Customer Enquiries and Complaint Handling, Product Stock Enquiries and Collection of John Lewis .com Click and Collect parcels.A varied role that allowed a real overview of the branch and it's daily operation.

I successfully ran this operation for over 4 years growing the sales year on year to the highest that the Department store had seen. Breaking Black Friday record sales year on year. Working with a diverse group of over 20 Partners I delivered exceptional Customer Service, excellent VM / Shop Floor Standards and lower Shrinkage results consistently. I delivered and introduced the first Tech Support (Aftersales) into this format Department Store. Growing the section into a cost neutral/profit making service within 6 months of implementation. Supporting and dealing with Customer Conflict whilst securing the best possible outcome for the customer and company. I took charge of the Training of over 100 Partners for the whole Store. I coached a team of two to deliver both internal and external training in branch. The training led to the consistent delivery of improved NPS scores and the retention of Partners within the business.

Employed as Loss Prevention Partner. I have been trained in deterring and detaining people safely. I am used to using CCTV and surveillance techniques to protect the store from internal and external thefts. Dealing with compliance and ensuring all policies and procedures were being followed to ensure the safe operating running of the Department store.

I am proficient in a Supermarket Duty Manager role to support daily supermarket operation at Waitrose Ashford and Tenterden, Adding to the profitable running of the shops within the Partnership. This allowed me to train in all aspects of food retail plus learn the day to day running of supermarket. I was leading a team of up to 50 Partners ensuring compliance and safety, whilst maintaining sales and profitability. I pastorally covered five stores, Ashford, Tenterden, Hythe, Canterbury and Maidstone supporting redeployed John Lewis Partners.

Following the successful operation of the first franchise I was awarded a second franchise which allowed me to recruit two Managers and direct my business through them both. Overseeing 50 Staff and a turnover in excess of £1.5 million per annum.During my time here I was the Director responsible for day to day running of the retail store. It included many different facets including both managerial and customer facing responsibilities. My role covered, Recruitment , Appraisals – monthly and annually, Team/Sales meetings, Training and coaching staff, Health & Safety, HR, P&L, Team Management and Motivation, B2B / Advertising / Lead Generation, Photography / Retouching, Sales, Production / Stock Control, Customer Service including Complaint Handling and Visual Merchandising.

In the UK, Venture Photography is recognized as the largest portrait photographic company. The company started out in 2000 and since has grown from strength to strength with studios spanning across three continents. Venture Photography has been acknowledged as a ‘Super Brand’ and also been awarded the British Franchise Association ‘Franchise of the Year Award’ in 2008.During my time here I was the Director responsible for day to day running of the retail store. It included many different facets including both managerial and customer facing responsibilities. My role covered, Recruitment , Appraisals – monthly and annually, Team/Sales meetings, Training and coaching staff, Health & Safety, HR, P&L, Team Management and Motivation, B2B / Advertising / Lead Generation, Photography / Retouching, Sales, Production / Stock Control, Customer Service including Complaint Handling and Visual Merchandising.

This was a very established and independent photographic studio located in Gravesend, Kent. It specialised in Commercial, Wedding and Family Portraiture. Producing it's own work in house with its own studio and wet lab based on site. Working within a team of 10 people. I started my career here as a Trainee Printing Assistant, working my way up to lead Photographer/Sales and taking full control of all output from the studio. Over a short period of time I took on the role of Head Photographer and Sales Manager leading the business to its highest turnover since incorporation. This company joined the Venture franchise in 2000 and at that time I took the position of General Manager to oversee the daily running of the business before a buy out of the business was made by myself.