1. Joanne Horsley
12 Donegal Walk
Chaddesden
Derby
DE21 6TX
Telephone: 07708841455
Email johorsley13@yahoo.co.uk
Personal Profile
With 20 years’ experience in the retail sectors, including 7 year’s working in management
roles I am motivated, professional and pro-active, with a proven track record for providing
outstanding customer service and a wide range of interchangeable skills.
I enjoy exceeding customer expectations and anticipating needs, possessing excellent
interpersonal skills and the ability to build a rapport, whilst building positive working
relationships with both customers and colleagues. I lead by example and have commitment
and confidence to create a thriving working environment, where every member of staff is
valued and developed as individuals and business targets are achieved or surpassed
Experience
Boots UK Limited
SupplyAnd MerchandisingHelpdesk
Aug 2011 – Current)
• Takingownershipof store colleaguesrequest’sandenquiry’s
• Fulfillingrequestforstockorders,forecastadjustments,providingproductinformation
• Runningthe ordersystem
• Trainingcolleagues,findingbetterwaysof working
• Communicate withregional stockholdingwarehouses
• Developpositiveworkingrelationshipswithsites
• Initiate andevaluate change toimprove service tocolleagues
• Buildrapportand supportingSupply,Commercial,Merchandisingteams.
• Encouragingmy teamto be the besttheycan be by achievingserviceslevelsandsharing
information
• Extensive knowledgeof usingMicrosoftoffice programsincludingWord,Outlookand
Excel
• Workingto tightdeadlineswithaKPIof 24 hoursresolve where athirdpartyescalationis
required
• Leadingmonthlymeetingwithinternal stake holders
• Producingreportsforanalysisof queriestoimprove communicationandefficiencyacross
Departmentsandcreatingtrackersto maintainaccurate data capture and ensure
informationsharedwithall necessaryareasof the businesstoresolveissueseffectively
Supporting training on SMST,SOST,EPSOM – Forecasting/Adds and Deletes, WAF’s,
Debar Checks,TOP,POSH,SLLV,MZS,BRAD,PS02,ROSCO
Encouraging my team to be the best they can be by archiving services levels and sharing
information
2. • Dealingwithcustomerrequestandenquiry’s
• UsingEPOS
• BankingSafe KeyHolder
• Ensure all aspectsof customersholidaystandardsare maintained
• Maintainreliable customerservice
• Communicate withCustomers
• Developpositiveworkingrelationshipswithcustomers
• Initiate andevaluate change toimprove service tocustomers
• Buildrapportwithexternal companies
Amtrack ExpressParcels February 1996 – April 1997
Education and Qualifications
Qualifications Institution Year completed
NVQ Level 3
CustomerService
City& Guilds April 1997
NVQ Level 2
CustomerService
City& Guilds April 1996
10 GCSE’sGraded C WestPark Community
School
June 1994
Personal Details
Date of Birth 13th November1977
NationalityBritish
Interests& Hobbies
Reading,family and pets
References
gemma.e.rogers@boots.co.uk
rachael.tyldsley@boots.co.uk
SkillsMotor Coaches Ltd May 1997 – Aug 2011
