Lauren De Klerk

Online Home Delivery Team Leader

Wm Morrisons Supermarkets

Penrith

06.2020 - 11.2023

As an Online Home Delivery Team Leader, it was my job to consistently deliver really great customer service by putting the Customer at the heart of everything done
This was done by effective communication not only with my colleagues on home delivery but also colleagues in the wider store area, and if necessary, beyond such as colleagues outside of the immediate store
To create a culture of cross functional working
This encompassed many things from Engender a supportive and performance driven department culture where achievement and contributions are recognised and rewarded
Lead and develop colleagues to deliver performance against plan and ensure that they fully deliver the tasks they are accountable for Operational Analyse department data to identify opportunities and risks and use this to develop a plan of action with the Home Delivery Manager Deliver high store standards and operational and statutory compliance across the department ensuring delivery of exceptional service, quality and shop keeping standards Ensure all policies, procedures and legal obligations are followed as specified by the company
Sales and Profit Assess costs of all activates Look for ways to simplify and speed up processes Additionally, I was tasked with ensuring the team follows the routines and practices required within the Home Delivery department to ensure on time completion of every order
This involved the completion of rotas 4 weeks in advance, as well as the allocation of staff holidays to ensure order deadlines were met and the customer was satisfied.
Coordinated team activities and delegated tasks to ensure efficient completion of projects.
Developed strategies for problem solving and conflict resolution among team members.
Conducted regular performance reviews to assess individual team member progress.
Provided coaching and feedback on employee performance, encouraging professional development.
Created training materials and conducted group trainings on new processes or procedures.
Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
Monitored daily workflow to ensure adherence to established policies and procedures.
Established clear expectations for employees, providing guidance when needed.
Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
Analyzed data from various sources to identify areas of improvement in the department's operations.
Collaborated with other departments to ensure alignment of goals across teams.
Maintained a positive work environment that promoted collaboration between team members.
Ensured compliance with all safety regulations in the workplace.
Resolved customer complaints in an effective manner while maintaining a high level of customer service.
Implemented changes in response to changing business needs or customer demands.
Managed budgeting responsibilities including forecasting expenses, tracking spending, and preparing reports for upper management.
Assisted with special projects as needed such as developing marketing campaigns or creating presentations.
Facilitated communication between cross-functional teams within the organization.
Kept work areas clean, neat and free of safety hazards to maximize efficiency.
Delegated daily tasks to team members to optimize group productivity.
Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Assigned projects and distributed tasks to team members as per area of expertise.
Reviewed completed work to verify consistency, quality and conformance.
Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
Conferred with other supervisors to coordinate operations and activities within or between departments.
Completed daily quality assurance duties to provide feedback for improvements.
Maintained daily inventory to facilitate successful material distribution.
Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.
Maintained positive working relationship with fellow staff and management.
Identified needs of customers promptly and efficiently.
Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Displayed strong telephone etiquette, effectively handling difficult calls.
Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Evaluated needs of departments and delegated tasks to optimize overall production.
Created plans to propose solutions to problems related to efficiency, costs or profits.
Assessed company operations for compliance with safety standards.
Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
Worked closely with human resources to support employee management and organizational planning.
Determined consumer needs to provide products and services appealing to larger market.

Customer Assistant

Morrison's Plc

Penrith

07.2009 - 06.2020

A Committed, physically fit, hardworking and reliable person who pays close attention to detail and is good at record keeping such as keeping track of all orders, and queries such as regular and large alcohol orders for several local businesses
Furthermore, I am competent in programs such as Microsoft Office, and quick to pick up something new
I have my own licence and am happy to work flexibly according to a rota, including early mornings, late evenings and weekends.

Customer Assistant

Wm Morrisons Supermarkets

Penrith

07.2015 - 10.2018

My day-to-day job is working on the tobacco Kiosk, and the Customer Service Desk
My job role involves sorting out and ensuring the completion of any customer queries which may arise from questioning prices, stocking levels to fulfilling customer orders, and ordering in any necessary orders
For example, I am responsible for ordering several large weekly customer orders
Such as supplying large quantities of Alcohol to several local curry houses, and orders for Lowther Caravan Park, Center Parcs, and Penrith Train Station
I am also responsible for completing any plan changes on the department, such as removing cigarettes which we will no longer sell
Additionally, around Christmas time I played a central role in the organisation, collection and distribution of orders over the festive period
This ranged from taking orders, organising the setting up of the necessary equipment needed to facilitate this, organising the collection and sorting of products into an as efficient a system as possible to ensure minimal disruption and to mitigate any possible problems which could arise.

Summary

Overview

Work History

Online Home Delivery Team Leader

Customer Assistant

Customer Assistant

Education

Bachelor's with Honours in Criminology and Law -

Skills

Phone

Timeline

Online Home Delivery Team Leader

Customer Assistant

Customer Assistant

Bachelor's with Honours in Criminology and Law -

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