Alicia Holten
Blue Haven,NSW
Summary
Dynamic Complex Manager with expertise and passion for safety compliance, team development, and well-being. Proven ability to improve processes and enhance customer service while managing costs effectively.
Overview
24
24
years of professional experience
2
2
Certifications
Work History
Complex Manager
Bunnings
Morisset, NSW
06.2024 - Current
- Manage the daily operations of the site.
- Build, develop, and maintain site culture to ensure a positive influence on retention rates and overall satisfaction within the team, including leaders.
- Facilitate onboarding and training for new employees, including leaders, in operational tasks.
- Monitor safety policies to ensure compliance with internal and external regulations.
- Show genuine care for the team and leaders, Injury management compliance as a return-to-work co-ordinator.
- First Aid Officer and Chief Fire Warden Responsibilities.
- Lead Safety Improvement Team Meetings.
- Work with internal auditors for general and safety compliance, developing and executing action plans based on findings to improve compliance throughout the site.
- Resolve minor and major issues (both customer and business) promptly to maintain smooth operations within the complex.
- Roll out and execute strategies for enhanced productivity and efficiency throughout the site.
- Resolve conflicts between team members in a professional manner.
- Collaborate with support functions such as Safety, Loss Prevention, Property, etc. to ensure successful project completion.
- Implement new processes or systems related to site operations, as needed. This includes rollouts of safety initiatives.
- Identify potential risks associated with site operations, and develop solutions accordingly.
- Provide leadership, guidance, and direction to team members, including leaders.
- Work to deliver the lowest cost to the business in regard to expenses, including, but not limited to, salary and wage spending.
Complex Manager
Bunnings
Tuggerah, NSW
06.2022 - 06.2024
- As above
Store Manager
Bunnings
Byron Bay, NSW
06.2021 - 06.2022
- As above.
- Byron Bay is a small format store, meaning its operational footprint and team size are significantly smaller than a warehouse. All accountabilities and tasks remain the same as a warehouse complex manager.
- Lead the team through the Eastern Australian floods during February and March 2022. This included ensuring the health and safety, both physically and mentally, of the team and Leaders, providing support and a safe space for our community, including donating product, man hours, food, and water to our surrounding suburbs, taking large volumes of deliveries and processing them safely to ensure the team was not negatively impacted through safety choices, and taking on an additional 10 team members from surrounding affected stores to maintain routine and a safe workplace for them while their store (Lismore) was being rebuilt.
Assistant Store Manager
Bunnings
Byron Bay, NSW
12.2019 - 06.2021
- Assisted in training and onboarding new team members and leaders in site operations.
- Developed new leaders from the internal talent pipeline.
- Coordinated inventory management and replenishment processes for efficient and safe stock movement.
- Oversaw daily site operations to ensure compliance with business and external policies, and procedures.
- Managed team rosters and assigned tasks to enhance team productivity and efficiency.
- Engaged with customers both in-store and through online and phone-in feedback to provide exceptional service and resolve inquiries effectively.
- Implemented visual merchandising rollouts, including seasonal changeovers, to enhance product displays and customer engagement.
- Conducted regular store walkthroughs to monitor safety standards, and operational excellence. Coaching the team and leaders in the moment around any issues found.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction, safety compliance, and personal growth.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Ensured compliance with all safety regulations throughout the store premises.
- Lead the team through the Eastern Bushfires (December 2019) and COVID-19. This included implementing government and business guidelines around safety for our customers, vendors, and team.
Department Co-Ordinator
Bunnings
Grafton, NSW
02.2014 - 12.2019
- Worked across two departments during my five years at Grafton—Lifestyles and Builders.
- Scheduled team rosters to maintain adequate coverage during peak hours.
- Ran daily team meetings, promoting communication and collaboration among team members.
- Rolled out training materials for onboarding new employees in operational procedures.
- Assisted in implementing safety procedures to create a secure work environment. Worked on action plans, department-specific, in line with safety and general internal audits.
- Managed inventory levels, tracking stock to optimize supply chain processes.
- Resolved customer complaints in a timely manner.
- Supported customer service initiatives by addressing inquiries and resolving issues promptly.
- Planned and coordinated department events, meetings, and activities, including bi-monthly off-site meetings.
- Assisted in recruitment process by screening resumes and interviewing prospective candidates.
- Monitored and worked within a budget for the department.
- Drafted correspondence such as memos, emails, and letters, as needed.
- Provided guidance and assistance to junior and new team members when necessary.
- Maintained records of employee performance reviews, payroll information, and other HR data.
- Followed safety procedures and company processes, both internal and external requirements.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
Team Member
Bunnings
Lismore, NSW
07.2002 - 03.2014
- Assisted customers with product inquiries and selections.
- Maintained store cleanliness and organized product displays.
- Collaborated with team members to replenish shelves regularly.
- Operated point-of-sale systems for customer transactions.
- Provided exceptional service during all opening hours.
- Trained new Team on company policies and procedures.
- Participated in team meetings to discuss store operations and improvements.
- Was an active member of the Safety Improvement Team.
- Maintained a clean and organized work area throughout shift.
- Worked hard to learn required tasks quickly to maximize performance.
- Greeted customers upon entering the store with friendly demeanor.
- Performed opening and closing duties such as setting up displays, restocking items, and cleaning the sales floor.
- Rotated through series of different stations based on team needs.
- Built and maintained working relationships with peers and Leadership Team.
- Looked for ways to go above and beyond job requirements.
- Organized inventory shelves for easy access and maintenance of stock levels.
- Contributed to team safety and productivity by removing safety hazards and keeping areas neat and well-stocked.
- Received, processed, and stocked merchandise in accordance with store policies.
- Upheld high standards of productivity and quality in operations.
- Participated in regular training sessions to improve product knowledge and service skills.
- Collaborated with team members to achieve daily goals.
- Answered telephones, directed calls, and took messages.
- Communicated with customers, employees and vendors to answer questions and address complaints.
Education
Advanced Diploma - Leadership And Management
Swinburne University of Technology
Melbourne, Victoria, VIC03-2019
Diploma - Leadership And Management
Swinburne University of Technology
Melbourne, Victoria, VIC03-2014
Higher School Certificate -
Trinity Catholic College
Lismore11-2002
Skills
- Safety compliance
- Collaboration and relationship building across all business departments
- Team member and leadership training
- Team member and leadership wellbeing
- Conflict resolution
- Process improvement
- Customer service
- Cost control
Certification
First Aid Officer
References
References available upon request.
Timeline
Complex Manager
Bunnings
06.2024 - Current
Complex Manager
Bunnings
06.2022 - 06.2024
Store Manager
Bunnings
06.2021 - 06.2022
Assistant Store Manager
Bunnings
12.2019 - 06.2021
Department Co-Ordinator
Bunnings
02.2014 - 12.2019
Team Member
Bunnings
07.2002 - 03.2014
Advanced Diploma - Leadership And Management
Swinburne University of Technology
Diploma - Leadership And Management
Swinburne University of Technology
Higher School Certificate -
Trinity Catholic College