Joanna Harper

Hard-working and experienced retail professional with extensive knowledge of the retail sector gained through many years of service in a variety of roles, including customer administration, team leadership, warehouse operations, and profit protection. Skilled in customer service, administration, problem-solving, and working effectively in fast-paced environments. Possesses a wide range of transferable skills, including communication, organisation, teamwork, and leadership.

Now seeking further opportunities in the local area where existing experience and skills can be fully utilised and developed further.

Team Leader at B&Q (2025-01 – 2026-01)

• Led and supported teams across the shop floor, digital operations, and checkout areas.
• Coordinated customer deliveries and ensured orders were processed accurately and efficiently.
• Assisted customers with enquiries, providing high standards of customer service.
• Supported daily store operations, including stock handling, merchandising, and checkout supervision.
• Worked effectively in a fast-paced retail environment while meeting operational targets.
• Helped train and support team members to maintain smooth day-to-day operations.

Customer Administrator at B&Q (2015-01 – 2025-01)

• Handled telephone calls and responded to customer enquiries in a professional and efficient manner.
• Resolved customer queries and complaints while delivering high standards of customer service.
• Monitored and responded to emails, ensuring accurate and timely communication.
• Maintained organised records and updated customer information accurately.
• Processed refunds and transactions in line with company procedures and policies.
• Worked effectively as part of a team in a busy retail environment.

Warehouse Team Leader at B&Q (2014-01 – 2014-12)

• Supervised daily warehouse operations to ensure efficiency and smooth workflow.
• Led and supported warehouse staff to meet operational targets and deadlines.
• Managed stock handling, deliveries, and organisation of warehouse areas.
• Ensured health and safety procedures were followed at all times.
• Maintained accurate stock control and supported inventory management processes.
• Worked collaboratively with store and logistics teams to ensure effective operations.

Profit Protection Manager at B&Q (2013-01 – 2013-12)

• Monitored CCTV systems to maintain store security and support loss prevention activities.
• Investigated incidents of theft and suspicious activity in line with company procedures.
• Liaised with police and external agencies when required.
• Ensured compliance with health, safety, and security procedures across the store.
• Produced accurate incident reports and maintained confidential records.
• Supported management and staff in promoting a safe and secure working environment.

NVQ Level 2 in Customer Service

NVQ Level 1 in Customer Service

Advanced NVQ in Hairdressing