STACEY BROWN19 Andrew Street, Capalaba 4157W: 07 36484324 M: 0423739800sb2682@hotmail.com

CUSTOMER SERVICE MANAGERCustomer Service is my Passion. I have over 15 years experience in retail with the majority of my career spent in customer service. I have worked in numerous departments throughout the business and completed a number of reliefs ranging from Office to Assistant Store Manager. I am devoted to sharing my knowledge with my team, and obtaining buy in from my team, to create a high performance culture to better serve our customers.

PROFILE More than 15 years successful experience in customer service and

support, with recognised strengths in customer service, problem solving and troubleshooting, staff management and support, sales planning and stock control.

Possess good organisational and time management skills. Sound working knowledge of Microsoft Word, Microsoft Excel,

Outlook Express, PowerPoint and Open Office. Ability to train, motivate and supervise customer service employees. Ability to work as a part of a team, or individually. Good understanding of Woolworths Policies and Procedures.

SYNOPSIS OF ACHIEVEMENTS Completed Operations Leadership Program through Woolworths Completed Certificate IV in Retail through the Woolworths Certificate

Program. Workplace Rehabilitation and Return to Work Co-ordinator Proactive planning for new and improved safety initiatives in store led

to a successful decrease in staff injuries, and an increased focus of safe work practises throughout the whole store.

Participating in and assisting in planning of customer and staff activity days. Improved staff morale and improved customer service.

Successful opening of a new store Frontend.

EMPLOYMENTWOOLWORTHS

Customer Service Manager Supervising and Monitoring over 40 customers service employees. Outstanding Customer Service Skills. Rostering staff to task. Times and needs of the business. Sales Planning and Stock Control. High Level of understanding of Woolworths Policies and Procedures Excellent Organisational and Time management skills. High level of knowledge of Auto stocker. Ability to work well under pressure. Ordering wrapping, whilst working to a budget. High level of Self Serve checkout knowledge Investigating department reports daily Weekly investigations completed on register discrepancies

Maintenance of Drill Down screens

Inventory Manager High level of knowledge of Woolworths Autostocker Routine High level of understanding of LTO routine Exceptional time management skills Ability to delegate tasks High level of coaching and training staff in autostocker Stock Control Ability to work well and efficiently alone Completing daily/weekly routine efficiently and ability to roster staff

to complete during days not at work

Assistant Store Manager Relief Supporting Store Manager Completing daily Progressive Trade Check Sales and Wage Planning Monitoring and Maintaining Weekly Wages Monitoring and Ordering store requisites to a budget Completing weekly ono-on-ones with Department Team Leaders Monitoring and Communicating daily emails and store portal

information regularly Completing weekly store safe check Monitoring department wrapping – working to a budget Daily Food Safety Book and Fridge Room Checks Performance managing where required Ensuring point of sale on show as required Competing phone conferences as requied Daily Department Manager meetings

Replenishment Team Leader Relief (Day and Night) Supervising and monitoring over 25 team members Rostering to task, times and needs of the business Ability to calculate hours required for Nightfill Planning and executing weekly Promotional Planning Successfully completing night replenishment, working to a strict time

schedule Stock Control and Rotation High level of autostocker knowledge Liaising with Inventory Team Leader Ability to work well under pressure High level of Merchandising skills Ability to build and maintain front and back end displays Ability to complete daily replenishment routines

Bakery Manager Relief Ability to plan daily tasks and work to a strict time schedule Following Production Planner to meet needs of the business Monitoring and Ordering stock when required Weekly Promotional Planning Liaising with Bread Vendors to ensure adequate stock levels Daily completion and monitoring of Food Safety Book

Department Deep Cleaning Good knowledge of product and ability to successfully pack and label Ability to use oven and bake Cookies Follow autostocker routine

Rehabilitation and Return to Work Co-ordinator Good knowledge of rehab and return to work process Good understanding of Pulse Program Ability to complete new employee folder for injuries Ability to complete Weekly One-on-One meetings with team members Ability to correctly complete required forms for new injuries Good knowledge of Team Member and Company responsibilities

Safety Team Leader Distributing monthly safety pack to safety team members. Obtaining monthly inspections and following up on safety hazards

identified. Leading the monthly Safety Meeting and assisting to generate safety

discussions. Monitoring and promoting safety throughout the store on a day to day

basis.

Perishables Manager Supervising and monitoring staff. Stock control and rotation. Ability to plan daily tasks and work to a strict time schedule. Be able to work well and efficiently alone. Daily completion and monitoring of Food Safety Book Successfully plan and execute an Easter and Christmas whilst

maintaining good stock levels to meet the customers needs.

Store Services Manager Relief Monitoring and maintaining store supplies, whilst working to a

budget. Completing ZFIR reports weekly. Checking loads daily to ensure received. Overseeing Cash Office staff and routines daily. Overseeing Customer Service Staff and routines daily. Sorting and filing appropriate paper work to designated areas. Completing appropriate paper work and following up on any

staff/customer, incidents/accident.

Duty Manager Monitoring store, staff and customers throughout the night and all day

weekends. Ensuring stock levels remain high throughout the day and Auto

Stocker routines are actioned. Checking safety procedures being followed – correct lifting

techniques, no bending and twisting by staff, “Service Zero”announced every hour and staff checking floors accordingly.

Checking security of store – Door seals in tack, alarms all de-isolated, Managers office locked, Safe locked when office unmanned.

Attending to any customer queries and needs. Ensuring any customer complaints are handled promptly and

customers needs are met as I am able. Ensuring customer leaves store happy their request is being dealt with efficiently.

Monitoring staffing levels in departments, replacing staff where required and able.

Assisting staff with queries/problems.

Cash Office Assistant Completing Pickups regularly. Balancing registers at end of trade daily. Completing change orders as required. Printing tickets for departments as required. Filing staff information into personnel files. Excellent time management skills. Ability to work well alone. Answering and Transferring phone calls promptly. Understanding confidentiality of cash office role. Excellent understanding policies and procedures for the cash office. Assisting staff with queries regularly.

EDUCATIONOperations Leadership ProgramWoolworths Ltd 2015

Certificate IV in Woolworths Store 2010Management

Wellington Point State High School 2000Year 12 Certificate

Alexandra Hills Bayside Tafe 2001Diploma of Business and Justice Administration (Partial Complete)

REFERENCES

Lee SnellStore Manager Coorparoo Woolworths M : 0406643513

Noela BurkhardtStore ManagerCamp Hill WoolworthsM : 0435498241