Brent Barling
Canberra,ACT
Summary
An Energetic Service Transformation Coach at Coles Supermarkets with expertise in change management and performance optimization. Secured a 94% MySay engagement score while driving operational efficiency. Acknowledged for motivating teams through strategic coaching and workshops, leading to enhanced processes and elevated customer satisfaction.
Overview
22
22
years of professional experience
Work History
Service Transformation Coach
Coles Supermarkets
NSW/ACT, NSW_M3
01.2024 - Current
- Conducted coaching sessions on effective change management strategies.
- Facilitated workshops to engage teams in new processes and procedures.
- Guided teams in adapting to new systems during change initiatives.
- Completed focus store visits to identify department opportunities and areas for improvement.
- Provided in-depth analyses and insights from store tours aimed at enhancing operational performance.
- Mentored team members through implementation of new process
- Analyzed performance data to identify potential growth opportunities.
- Conducted weekly discussions with head of Ops, regional managers, and key stakeholders to gather insights and deliver feedback on store and individual performance
- Advised teams on Service Stock loss indicators and executed strategies for underperforming stores
- Worked with cross-functional teams to achieve goals.
- Communicated commercial results to broader team and management
- Conduct weekly planning calls with regional teams to mentor on 5-star service delivery
Operations Trading Manager
Coles Supermarkets
Dickson , ACT
07.2023 - 12.2023
- Supported setup of brand-new store
- Overseen the daily operation of the Administration department, Customer Service department, and Online Department.
- Managed complete store functions in absence of store manager.
- Managed daily store operations, including opening and closing procedures
- Developed strategies to enhance sales and profitability.
- Maintained inventory levels.
- Recruited, trained, and supervised new team members.
- Streamlined daily receivals by managing temp oversight and reviewing invoicing
Store Support Manager
Coles Supermarkets
Amaroo , ACT
01.2023 - 07.2023
- Managed daily operational processes during absence of store manager.
- Managed audit compliance for all store processes
- Supervised daily operations of Fresh departments alongside Deli, Produce, Bakery, and Meat Managers.
- Coordinated and conducted periodic stock takes.
Customer Service Manager
Coles Supermarkets
Canberra, ACT
08.2020 - 07.2023
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Managed, coached, and strengthened capabilities of a team of 40.
- Achieve consistent weekly sales averaging 1.4 million
- Achieved MySay engagement score of 94%
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Recognised by management for providing exceptional customer service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Enhanced customer satisfaction by addressing issues with expert and approachable service.
Demonstrated strong problem-solving skills, reflected in elevated NPS scores.
Provided friendly assistance that significantly improved overall customer experience. - Completed day-to-day duties accurately and efficiently.
Store Team Member - Multiple Roles.
Coles Supermarkets
, NSW/ACT
02.2003 - 08.2020
- Implemented creative problem-solving strategies, exceeding customer satisfaction targets.
- Managed daily operations to ensure seamless workflow in absence of Store/Department managers.
- Executed weekly pay runs, ensuring accurate and timely payments for all team members.
- Effectively managed time to complete all tasks within designated deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
Education
Year 10 Certificate
Karabar High School
Queanbeyan Skills
- Change management
- Workshop delivery
- Team facilitation
- Performance analysis
- Process improvement
- Customer engagement
- Time management
- Effective communication
- Coaching techniques
- Technology integration
- Team development
- Compliance management
- Safety awareness
- Energetic personality
- Group leadership
- Safety protocols
- Team motivation
Affiliations
- State Pride and Diversity Lead for NSW/ACT
Timeline
Service Transformation Coach
Coles Supermarkets
01.2024 - Current
Operations Trading Manager
Coles Supermarkets
07.2023 - 12.2023
Store Support Manager
Coles Supermarkets
01.2023 - 07.2023
Customer Service Manager
Coles Supermarkets
08.2020 - 07.2023
Store Team Member - Multiple Roles.
Coles Supermarkets
02.2003 - 08.2020
Year 10 Certificate
Karabar High School
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