Azra Nayan
Mudgeeraba
Summary
To succeed in an environment of growth and excellence and earn a job which provides me job satisfaction and self-development and help me achieve personal as well as organization goals To strive for excellence, to work in such an environment that will enhance my knowledge and career where I can perform my management skill according to my strong efficiency
Franchise professional with proven background in managing and scaling franchise operations. Known for strategic approach that enhances operational efficiency and drives brand consistency. Valued for collaborative leadership and adaptability to evolving business needs.
Overview
23
23
years of professional experience
Work History
Franchisee
Total Tools Burleigh Waters
04.2012 - Current
- Managed day-to-day operations, overseeing staff scheduling, inventory management, and financial reporting.
- Coordinated successful promotional events aimed at increasing brand awareness and attracting new clientele to the franchise location.
- Built strong relationships with suppliers, negotiating favorable terms and ensuring timely delivery of products and services.
- Optimized staffing levels during peak hours to ensure optimal customer service while minimizing labor costs during slower periods throughout each day.
- Ensured compliance with all franchisor requirements, maintaining high standards in product quality and customer service.
- Collaborated with fellow franchisees on best practices sharing to optimize operations across multiple locations within the network.
- Implemented cost-saving measures through careful budgeting, expense tracking, and resource allocation.
- Fostered a positive work environment by addressing employee concerns promptly and effectively resolving conflicts as they arose.
- Improved overall customer experience by consistently delivering exceptional service and promptly addressing any issues or concerns.
- Monitored industry trends to identify potential opportunities for growth or improvement within the franchise operation.
- Expanded market reach through strategic partnerships with local businesses, resulting in mutually beneficial collaborations that drove increased sales volume for both parties involved.
- Established strong relationships with local media outlets for increased coverage on promotional events and announcements, resulting in greater public awareness of the franchise''s presence within the community.
- Developed and executed local advertising campaigns to attract new customers and increase brand visibility within the community.
- Enhanced employee satisfaction with comprehensive training programs and regular performance evaluations.
- Revamped employee training program to incorporate new techniques for better skill development, leading to improved overall performance and a lower staff turnover rate.
- Streamlined operational processes for improved efficiency and reduced costs across all aspects of the franchise business.
- Increased franchise revenue by implementing effective marketing strategies and promoting customer loyalty programs.
- Identified areas for improvement in store layout design, enhancing overall appearance while maximizing space efficiency for an improved shopping experience.
- Spearheaded efforts towards sustainability through energy-efficient initiatives, waste reduction strategies, and environmentally conscious product sourcing.
- Implemented customer feedback surveys to gather valuable insights into areas of improvement, using the information gathered to make data-driven decisions that enhanced the franchise''s offerings and services.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Assisted in recruiting, hiring and training of team members.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Trained and guided team members to maintain high productivity and performance metrics.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reported issues to higher management with great detail.
- Raised property accuracy and accountability by creating new automated tracking method.
- Accounts Payable:
- Process supplier invoices daily, match credit notes with claims
- Monitor payment commitments and prepare payments per cycle eWeekly, fortnightly or monthly
- Liaise with suppliers regarding credit claims, payment queries and orders discrepancy
- Ensure the supplier subledger is kept up to date
- Process any ad hoc/overhead invoices
- Reconcile supplier statements monthly
- Accounts Receivable:
- Process credit account applications for new customers, check trade references and, if applicable, obtain credit checks. PPSR registration
- Follow up on overdue accounts to ensure timely receipts every 10th of the month
- Process and follow up on rebates from suppliers and invoice as per supplier trading agreement
- Ensure the customer sub-ledger is kept up to date
- Allocate customer account payments to invoices, and process debtor payments received into the bank
- Issue customer statements monthly
- Reconcile bank statement(s) daily
- Payroll:
- Collect all necessary payroll information and set employees up in the payroll system
- Process wages/salaries as per agreed schedule fortnightly and distribute pay advices to all employees
- Prepare and lodge payment of superannuation, PAYG and payroll tax
- Process any terminations and sign off EOFY report to the ATO
- Financial Reporting: Complete end of month procedures for all ledgers (AP, AR, Inventory)
- Perform balance sheet reconciliations, including petty cash
- Process any journals necessary
- Roll over all ledgers into new period
- Prepare monthly trial balance, profit & loss and balance sheet reports
- Prepare and lodge the BAS with ATO
Clubcard Operations Manager (Marketing)
Tesco (M)
09.2006 - 02.2012
- Conducted process audits to identify areas for improvement and implemented best practices.
- Facilitated smooth collaboration between departments through clear communication channels.
- Conducted market analysis for informed decision-making and resource allocation.
- Streamlined operational processes by identifying bottlenecks and implementing targeted solutions.
- Managed departmental budgets by analyzing expenditures and reallocating resources for maximum impact.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed and maintained relationships with external vendors and suppliers.
- Reviewed financial reports, identified cost trends, and adjusted operational strategies accordingly.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Key Accounts Manager SK-II
Procter & Gamble (M)
05.2002 - 01.2006
- Established trust-based relationships with clients by consistently exceeding expectations regarding communication, responsiveness, and issue resolution.
- Provided valuable insights to product development teams based on customer feedback, driving innovation in offerings.
- Implemented account plans to enhance customer retention and optimize business potential.
- Streamlined internal processes to ensure timely delivery of products and services to clients.
- Mentored junior account managers in best practices for managing key accounts efficiently and effectively.
- Collaborated with cross-functional teams for seamless project execution and exceptional client service.
- Negotiated contract terms and pricing, securing profitable deals for the company.
- Resolved customer issues promptly, fostering loyalty and strengthening long-term relationships.
- Boosted client satisfaction by developing and maintaining strong relationships with key accounts.
- Organized client events to foster networking opportunities among key stakeholders while promoting brand awareness.
- Coordinated with finance department for accurate invoicing procedures, reducing billing discrepancies significantly for both parties involved.
- Identified new business opportunities by analyzing industry trends and competitor activities.
- Tracked key performance metrics regularly, ensuring constant improvement in account management strategies over time.
- Delivered tailored presentations showcasing the company''s unique value proposition to prospective clients.
- Maximized revenue growth for strategic clients through effective management of sales opportunities.
- Strengthened overall portfolio performance by conducting thorough market analysis before presenting findings during quarterly review sessions.
- Assisted marketing team in creating promotional materials that resonated with target audience segments effectively.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Informed customers of promotions to increase sales productivity and volume.
- Negotiated prices, terms of sales and service agreements.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Achieved or exceeded company-defined sales quotas.
- Maintained current knowledge of evolving changes in marketplace.
- Contributed to team objectives in fast-paced environment.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Supported sales and reporting for large and medium-sized accounts.
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
- Created sales forecasts to target daily, monthly and yearly objectives.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Conducted regular account reviews to monitor progress, identify opportunities, and address concerns.
- Optimized resource allocation by monitoring budgets closely while overseeing projects from inception till conclusion.
- Developed a comprehensive understanding of customers'' needs, enabling targeted up-selling and cross-selling efforts.
Education
CPA -
Bond University
Gold Coast, QLD01.2018
Certification IV Accounting -
Gold Coast Institute of TAFE
01.2014
Bachelor of Corporate Law Administration (Hons) -
University Technology MARA
01.2004
Diploma of Public Law & Administration -
University Technology MARA
01.2000
Skills
- Microsoft Office
- Business analysis
- Cognos
- Phocas
- Oracle
- Pronto Xi
- MYOB
- Office budget management
- BAS Tax/Agent
- Brand compliance
- Franchise relations
- Operations management
- Technology proficiency
- Training oversight
- Business networking
- Emergency response
- Schedule coordination
- Performance analysis
- Business development
Timeline
Franchisee
Total Tools Burleigh Waters
04.2012 - Current
Clubcard Operations Manager (Marketing)
Tesco (M)
09.2006 - 02.2012
Key Accounts Manager SK-II
Procter & Gamble (M)
05.2002 - 01.2006
Bachelor of Corporate Law Administration (Hons) -
University Technology MARA
CPA -
Bond University
Certification IV Accounting -
Gold Coast Institute of TAFE
Diploma of Public Law & Administration -
University Technology MARA
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