Experience

JADEN

• Australia
• Construction
• 1 - 100 Employee

• Operations Manager

  • Oct 2020 - Present

  In my current role as an Operations Manager for one of the leading suppliers and installers of commercial window and door systems, I provide leadership for all managers and factory staff of up to 30 employees to monitor and manage operational performance across all areas, identifying gaps and opportunities for improvement. I managed budgets and other performance controls in line with the company targets and requirements with focus on optimising production and reducing costs. To minimise risks and problems including customer complaints, I take necessary steps to ensure the quality and safety of production by adhering to and promoting Work Health & Safety policies and company quality procedures via across-the-board regulatory compliance. I provide high-quality client service outcomes, assisting other team members with complex and difficult matters. I also sustain cohesive and supportive teamwork in the workplace, keeping everyone informed, motivated and committed. Moreover, I coordinate customer manufacturing orders and other wide-ranging administrative functions.Key Achievements:• Eliminated double orders through establishing improved documentation and enforcing better record keeping standards.• Negotiated reduced costs and better turnaround times with suppliers, reduced the need for supplier quotes by negotiating set volume pricing and negotiated preferential lead times.• Developed and delivered needs-attuned training and mentoring programs to maintain high-performing resources and operations, refining program guidelines to be more engaging and up-to-date.• Created and implemented functional ERP system after conduct of thorough process review to ensure on-time manufacturing targets were made visible and achievable.



Johnny's Furniture

• Furniture and Home Furnishings Manufacturing
• 1 - 100 Employee

• Store Manager

  • Aug 2019 - May 2020

  As a manager for two stores, I provided exceptional customer service to all clients through professional and friendly engagement, offering assistance and education for their designer furniture and home furnishing needs. I organised and managed the store layouts, rostering, workflows, delivery systems, marketing initiatives and other measures to ensure that business performance remains optimal. Utilising my leadership and customer service skills, I worked with the store staff and devised ways of improving our customer experience, including the efficient resolution of complaints and service delivery. I delivered training, supervision and mentorship to enhance and sustain team skills, ensuring all product knowledge and customer service competencies are developed effectively. I also performed financial management accountabilities, including budget management and other performance controls. Furthermore, I created and supported a positive workplace culture through embedding strong customer service ideals that align with the company core values.Key Achievements:• Increased sales revenue, including among return clients, taking time to identify and record their specific needs/ requirements and providing end-to-end customer service including after-sales follow-ups.• Ensured all clients were satisfied with service delivery, including performing as escalation point for to provide quick resolution of any issues and no repeat problems.• Reduced post-sales liability and other risks through actively communicating policies and regulations to both staff and customers and upholding internal and external standards.• Managed upgrade of business infrastructure through consultation with various tradespeople, coordinating repairs and refresh of physical store and ensuring minimal disruption of business operations.• Updated training program to add insights on targeting key customers with relevant products and to ensure all training materials are compliant and contemporary.



FOCUS ON FURNITURE & BEDDING

• Australia
• Retail
• 1 - 100 Employee

• Store Manager

  • Oct 2017 - Mar 2019

  Working for a company that provides best-value furniture, lounges, dining and bedroom accessories, I provided support and guidance to other stores in addition to managing own where I directed day-to-day business and warehousing operations, identifying and implementing key business strategies in customer service and marketing line with our sales objectives. I provided effective leadership, training and performance management to drive high performance from the sales and warehousing teams with significant positive impact on business results. I provided exceptional customer service to all our clients through professional and friendly engagement, offering assistance and education with their routine and complex needs. My duties included maintaining inventory control and proper stock levels, ensuring products are stored suitably to prevent damage and losses. Working closely with marketing, I was instrumental in organising sales clearance and major sales events. I also managed budgets and other performance controls, maintaining accurate and informative data records.Key Achievements:• Performed consistently as one of the top salespeople in company, delivering highly attentive customer service including after-sales follow-ups and opportunities to up/cross-sell.• Ensured all worksites were proficient and compliant via hands-on training and mentoring of team while assisting other managers with their operational performances.• Identified and addressed gaps in existing training program and developed new training program, including from a best-practice sales perspective, introducing additional plans and activities to help staff deliver full-sales-solutions for clients.



Lanrex - Technology That Means Business

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Account Manager

  • Oct 2015 - Jul 2017

  As Technical Account Manager for Lanrex, a company specialising in IT strategy, services and related support services, I led and supervised six staff members to provide high-level support and guidance to various functions including sales and marketing, engineering and project management. I implemented plans and strategies in line with improving customer experience and enhancing company KPIs whilst maintaining accurate and informative admin data, such as customer and personnel performance metrics. As a technical and subject matter expert, I represented Lanrex in various capacities, including the delivery of product demos. I also onboarded and coached team members to ensure they remained compliant and knowledgeable in all the company processes, systems and product offerings.Key Achievements:• Ensured accurate contracts and other critical data records, from negotiating client contract renewal prices, to maintaining an accessible, easy-to-use customer portal with up-to-date product and account information.• Strengthened client relations (including. as a technical expert), initiating more regular meetings and structured reporting such as cost-draining IT performance issues, and providing them with technology training and support.• Enhanced ability to access and share customer information, such as introducing an internal ‘one-stop-shop’ knowledge base, and encouraging use of SharePoint to brainstorm and monitor operational performances.• Designed performance dashboards and automated reports to improve ability to track team KPIs and customer SLA status.



MYER

• Australia
• Retail
• 700 & Above Employee

• Floor leader

  • Oct 2012 - Oct 2015



Cincotta Discount Chemist

• Australia
• Pharmaceutical Manufacturing
• 1 - 100 Employee

• Warehouse Manager

  • Jan 2012 - Sep 2012



RailCorp

• Transportation/Trucking/Railroad
• 700 & Above Employee

• Apprentice Rollingstock Fitter Mechanic

  • Jan 2008 - Dec 2011



Target

• United States
• Retail
• 700 & Above Employee

• Customer Service Supervisor

  • Sep 2004 - Mar 2008