- Enjoy participating in triathlons for overall physical and mental well-being As well as adding a level of competitiveness to my life
- Passionate about personal growth
- Passionate about balancing physical health with mental and emotional wellness
- Trying new things frequently
Charlotte Pepper
Brisbane,QLD
Summary
Results-driven hospitality and operations management professional with extensive experience in leading teams, optimizing processes, and driving profitability. Adept at organization, financial management, time management, and people leadership, with a strong ability to adapt to high-pressure environments. Proven track record of successfully managing multi-location operations, overseeing 130+ staff across 6 stores, and ensuring financial and operational efficiency. Skilled in budgeting, process improvement, and fostering high-performing teams. My expertise in communication, strategic planning, and operational execution makes my skills highly transferable to a variety of roles across industries.
Overview
4
4
years of professional experience
Work History
Operations Manager
Merlo Coffee
10.2024 - 02.2025
- Supervised the day to day operations of 6 stores across Brisbane with over 125 staff and kept employees compliant with company policies and procedures.
- Empowered managers 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.
- Facilitated smooth collaboration between departments through clear communication channels.
- Developed and implemented strategies to maximize customer satisfaction.
- Assisted in recruiting, hiring and training of managers and assistant managers.
- Analyzed and reported on key performance metrics to senior management.
Store Manager
Merlo Coffee
10.2021 - 10.2024
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Approved regular payroll submissions for employees.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
Assistant Store Manager
Merlo Coffee
05.2021 - 10.2021
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
Education
Business Diploma -
Barrington College
Brisbane11-2018
High School Diploma -
Stuartholme School
Brisbane11-2018
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Employee relations and conflict resolution
- Staff development
- Interpersonal communication
- KPI tracking
- Planning and implementation
- Staff management
Interests
Timeline
Operations Manager
Merlo Coffee
10.2024 - 02.2025
Store Manager
Merlo Coffee
10.2021 - 10.2024
Assistant Store Manager
Merlo Coffee
05.2021 - 10.2021
Business Diploma -
Barrington College
High School Diploma -
Stuartholme School
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