CASSANDRA FRANZIN

• Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
• Achieved successful client outcomes by identifying and addressing their unique needs and goals.
• Identified areas for improvement in current processes, proposing innovative solutions that led to cost savings and increased efficiency.
• Played a crucial role in stakeholder management by addressing concerns promptly while ensuring transparency in communications throughout the entire project lifecycle.

Served as a Community Engagement Subject Matter Expert, delivering impactful results by:

• Drafting, reviewing, and publishing posts for all seven site community pages on Viva Engage, covering Parramatta, two CBD sites, Wollongong, Orange, Newcastle, and Gosford.
• Collaborating closely with the Change Manager to identify valuable topics for posts, gather feedback, and leverage journalistic insights to create compelling and relevant content.
• Designing and implementing community engagement initiatives, including Tuesday Tips and Etiquette Essentials, to strengthen stakeholder relationships and keep staff informed about building etiquette, maintenance updates, tips, and site processes.
• Facilitating meaningful dialogue across departmental groups to enhance collaboration and inclusivity.
• Scheduling and managing a Social Media Content Calendar with posts on diverse topics, including initiatives, social events, and facilities updates.
• Creating and sharing a standardised template for drafting posts, ensuring consistency and efficiency across all seven site pages.
• Creating engaging visuals and content using Canva and other tools to educate and connect with staff.
• Leading fortnightly meetings with the Viva Engage team and site representatives to discuss feedback, common themes, and ideas for future posts.
• Implementing an approach to ensure accessible content creation for staff with disabilities, fostering inclusivity and compliance with accessibility standards.
• Monitoring and responding to comments and posts across Viva Engage pages to promote the Workplace Services team, assist staff, and gather insights.
• Redesigning the look and feel of Viva Engage pages, achieving a professional, visually consistent presentation aligned with the workplace brand.

The Workplace Services communications strategy has demonstrated success, with engagement metrics—reactions, comments, and interactions—rising by 72% between November 2023 and November 2024. Active user participation also doubled, increasing from 15% to 29%. This approach has fostered a sense of community, connecting staff across departments and reinforcing ties to their workplace.

• Implemented approach to facilitate accessible content creation for staff with disabilities.
  

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
• Streamlined communication channels for improved customer service response times and overall efficiency.
• Collaborated with team members to create a positive work environment and establish strong team culture.
• Cultivated lasting relationships with customers by providing personalised solutions to their needs and concerns.
• Contributed to the development of departmental strategies aimed at enhancing the overall customer experience.
• Reduced project timeline for successful completion through diligent task management and prioritisation.

• Department Coordinator in training - 12 month internal program
• Completed 2 workplace activities to understand Leading Self, Leading Teams and Leading the Business
• Working alongside the department coordinator to understand merchandising decisions, team management and wage costs
• Assisting the team on the shop floor with stock and inventory issues
• Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.

• Support Grade 4
• Roster 40+ team members covering main sale points of the store (Service Desk, Click & Collect, Self-Serve, etc.)
• Uphold current and constant training for all team
• Correspond directly with the Complex and Operations Manager
• Create challenges for the team to encourage prevention of stock loss and theft
• Teach and demonstrate methods of providing best experience for all customers, visitors and representatives
• Ordering merchandise for the front of the store
• Being a leader for team not only for my department, but the entire store
• Organised recruitment and onboarding of new team members
• Performance reviews
• Roll out changes/promotions/updates/etc
• Opening the store at 4AM/Closing at 10PM.

• Organise and hold events for people of Blacktown to visit the store and enjoy food, games and connect with the local community (e.g Easter Brunch, Christmas Family Night, etc.)
• Correlate with members of local non-for-profit organisations to arrange donations and fundraising opportunities
• Organise sausage sizzles every weekend, led by local community groups, along with all correctly formatted paperwork
• Be the ‘face of Bunnings’, a proud team member the public can relate and communicate with
• Provide engaging activities for the team to promote different ideals and increase morale (e.g. Wear rainbow for Pride Month, sandwiches for morning tea for ‘Wellness Wednesday’.)

• Trained across all areas at the front of service (returns, exchanges, EFTPOS, cheques, booking deliveries, click & collect, cash handling and balancing, etc.)
• Key-cutting
• Cafe trained
• Processing cheques
• Part of the Safety Improvement Team (SIT) My duties involve:

- Arrange and attend monthly meetings where all SIT members discuss the month’s quarterly safety campaign, incidents/injuries, new safety goals and requirements, COVID-19 updates, and how to promote safety throughout the store

- Completing a ‘Hazard Spotter’ checklist every month, focusing on a particular area and identifying and repairing any hazards

- Completing a ‘Pallet Inspection’, every 4 weeks, seeking out broken pallets, incorrect wrapping/strapping and that stock is safe on the top of shelves

- Forklift spotting

• Assist students with moderate to severe intellectual disabilities
• Helping students with school work
• Use wheelchairs and digital aids
• Assist students with eating and drinking
• Ensure students follow correct procedures and routines