1. Deborah Alison Tonks
D.O.B: 20​th ​
October 1971
3 Sandhill Rise, Pontefract, West Yorkshire, WF8 1RA
07460881725
Full Clean British Driving License held for over 21 and a half years
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PROFILE
I am a highly resourceful, flexible, innovative, and enthusiastic individual who possesses a
considerable amount of knowledge regarding customer service in the retail and charity
sector, of which I am currently employed in and have been for the past seven years. I am a
quick learner who can absorb new ideas and is experienced in coordinating, planning and
organising a wide range of charitable activities. I have 30 years experience in the retail
industry, always aiming to achieve a high level of customer service both face to face and
over the phone. I am a well organised, an excellent team player and I can also work using my
own initiative, with a proven ability to work proactively in a complex and busy office and
store environment. I am now looking for a career, and a new opportunity that will allow for
me to develop both my skills and potential.
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KEY ACHIEVEMENTS
● Delivering excellent customer service in the retail sector for 23 years, as well as for
the past seven years providing different services within the charity sector
● Imparting my knowledge of the British Heart Foundation brand, i.e; going into
schools/ colleges and local businesses outlining the importance of who we are and
what we do
● Team leading level 2 NVQ: including making effective decisions, personal
development, communicating information and knowledge, as well as planning
allocating and monitoring the work of a team
● Gaining vital management skills and putting them into practice within my
management role with the British heart foundation
● Managing and supporting a team of around 60 volunteers and paid members of staff
● In relation to the imparting of knowledge, I organise fundraising events in order to
maintain the face value of the British Heart Foundation.
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EMPLOYMENT EXPERIENCE
British Heart Foundation (Pontefract) - Manager
Start Date: March 2010 – Present
Office duties include:
● Answering customer enquiries by phone and email
● Prioritising emails in terms of KPI’s and ensuring they are responded to within the 48
hour working period
● Navigating the weekly sales returns software
● Ensuring all calls are dealt with professionally and efficiently
● Liaising with external customers. as well as internal customers; such as other store
members, delivery drivers, volunteers, head office and also dealing with the very
sensitive and difficult situations of financial donations from bereavements
● Creating presentations for delivering awareness of the BHF

2. ● Personal development meetings; i.e appraisals
● Ensuring equality and diversity procedures are followed
● Carrying out one-to-one meetings with volunteers
● Interviewing potential new members of staff, ensuring they are au fait with Health
and Safety procedures
● Completing and creating employee engagement surveys. Completing these on behalf
of Head Office in regards to my personal employee engagement and having members
of staff complete these in regards to my management
● keeping the office area clean and tidy; as well as within the health and safety
requirements
● Cashing up
Shop floor duties:
● Face to face customer service
● Dealing with customer complaints and enquiries
● Promoting the cause
● Fundraising
● Recruiting volunteers
● Till work
● Keeping shop floor clean and tidy
● Merchandising
● Opening and closing store.
DCK Concessions - Travelling Team Leader and Merchandiser
Start Date: 2005 - 2009
Duties included:
● Managing a team of 30 staff, over 17 stores within the west yorkshire area. Ensuring
that all the stores had their delivery on time and that the staff were present, to put
the merchandise out on display
● Liaising with store managers to meet the high level of standards
● Internal and external customer service
● KPI meetings
● Regular team meetings
● Hiring of staff
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QUALIFICATIONS & TRAINING
● CPR qualification (2016)
● CPR training accreditation (2016)
● Pricing and selection training (2015)
● Software for opening of new store (2014)
● Volunteer recruitment training (2013)
● Train the trainer course (2011)
● NVQ level 2 and 3 team leading (2011)
● NVQ level 1, 2 and 3 beauty therapy (1998)
● RSA level 1 and 2 office skills (1989)

3. EDUCATION
Rastrick High School
Start Date: 1984- 1988
Subject: ​Mathematics GCSE C
English GCSE C
History GCSE C
Biology GCSE C
Geography GCSE 3
Home economics GCSE B
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INTERESTS
I enjoy socialising, reading, spending time with my family and friends, as well as meeting
new people. I also enjoy fundraising for the British Heart Foundation.
REFERENCES
Karen Reynolds
Area manager
British Heart Foundation
07805749520
reynoldsk@bhf.org.uk
Shelley Fox
Line manager
British Heart Foundation
9 salter row
pontefract
wf8 1ba
01977 600522
p32@bhf.org.uk
Elizabeth Peniston (Friend)
Director
Eureka
07920052846