Experience

Optus

• Australia
• Telecommunications
• 700 & Above Employee

• Retail Store Manager

  • May 2021 - Present

• Customer Experience Manager

  • Oct 2020 - May 2021

• Territory Sales Executive

  • Mar 2018 - Dec 2018

  Territory Sales Executive within the Consumer Electronics Mass Market Retail division at Optus.- QLD Account Manager to Harvey Norman- Responsible for driving monthly sales and operational KPI’s across 40+ stores- Actively driving performance achievement across both sales channels by improving sales capability through planning, developing and delivering tailored training, coaching and workshops to each store- Supported the execution of Optus promotions within the sales channels- Collaborated with Harvey Norman licensees on improving the profitability of their businesses in relation to the sale of Optus products and services - Assisted in local store marketing campaigns, expo weekends and creating print, radio and digital media to gain customer awareness of Optus and drive foot traffic into stores- Operation and administration support across all stores- Optus customer escalation point of contact for complaints, activation and sales issues

• Queensland Retail Sales Coach

  • Jul 2015 - Mar 2018

  - Day-to-day sales capability coaching to company owned and licensed Optus Retail stores- Operating as part of an elite team of 10 who work to drive a consistent national sales and customer experience approach with execution at a state level- Actively drive performance uplift in the retail sales channel by improving sales capability through planning, developing and delivering tailored coaching to a large cluster of underperforming retail stores- Develop individual coaching action plans to build and embed sales and service capability across all retail positions (Store Manager, Assistance Manager, Category Specialists and Retail Sales Consultants)- Collaborate with the QLD State Manager and Retail Area Managers for a collective and targeted approach to improving customer experience and executing sales performance uplift strategies- National SME for the Optus Retail Sales Process ‘Connect with LOV’ within the retail sector. (Developed by Terry Hawkins, CEO of People in Progress Global)- National facilitator for ‘Connect with LOV’ 2-day immersive retail training experience- Create and executing sales skill based training/workshops for store, territory off-sites and quarterly Retail Leaders Day- Developed customer experience and sales packages through use of various media platforms including video- Supporting the operational capability of Retail store openings

• Assistant Store Manager

  • Apr 2014 - Jul 2015

  - Managed the daily/monthly/quarterly/yearly sales performance and customer experience of a top 3 national highest performing flagship Optus Retail Store- Directly responsible for 26 retail sales consultants and specialists (including 2 concierges’, Fixed and SMB specialists)- Conducted daily real-time observations of staff interactions with customers and developed strategies to assist staff to work towards meeting business goals and expectations- Responsible for stock replenishment and inventory system management; conducting stock audits- Management of business operations including cash management and banking, roster budgets, attributing to a positive profit & loss- Executed targeted local store marketing initiatives to drive sales

• Retail Store Manager

  • May 2013 - Apr 2014

  - Managed the daily/monthly/quarterly/yearly sales performance and customer experience of a Optus Retail Store in Brisbane’s CBD- Directly managed 4 retail sales consultants- Conducted daily real-time observations of staff interactions with customers and developed strategies to assist staff to work towards meeting business goals and expectations- Responsible for stock replenishment and inventory system management; conducting stock audits- Management of business operations including cash management and banking, roster budgets, attributing to a positive profit & loss- Executed targeted local store marketing initiatives to drive sales

• Retail Sales Consultant

  • Aug 2009 - May 2013

  Retail Sales Consultant across various Optus company owned and Franchised stores.



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Retail Sales Consultant

  • Dec 2007 - Jun 2009

  - Fast paced retail sales and customer service for all Vodafone products and services (Mobile, Internet, Billing etc) - Consistently exceeding individual sales performance targets/KPI’s - Ranked the number one sales consultant in QLD and in the top 15 nationally - Appointed Business Specialist – dealing with larger SOHO, SMB related sales, contracts and demanding accounts and attending quarterly Vodafone Business Meetings – discussing our progress in the Business department - High level customer technical support across all products



AAPT

• Australia
• Telecommunications
• 200 - 300 Employee

• Technical Support Specialist

  • Jun 2006 - Dec 2007

  - Providing high level technical support to AAPT Broadband Internet customers in a 24/7 call centre environment - Used in-depth problem solving skills to assist customers through both telephone and email channels - Operation of multiple core systems/processes, including technical, communications, provisioning and billing - Complied with strict company policies, including Trade Practices Act, Privacy Act etc - Providing high level technical support to AAPT Broadband Internet customers in a 24/7 call centre environment - Used in-depth problem solving skills to assist customers through both telephone and email channels - Operation of multiple core systems/processes, including technical, communications, provisioning and billing - Complied with strict company policies, including Trade Practices Act, Privacy Act etc