Chase Williams
boyne island,QLD
Summary
Results-driven professional with expertise in customer service and sales strategies - with a passion for Training & Customer Service. Proven ability to enhance customer experience and manage inventory effectively, contributing to increased store revenue and operational efficiency.
Overview
11
11
years of professional experience
Work History
Assistant Manager
EB Games
Gladstone, QLD
03.2025 - Current
- Assisted in managing daily operations and staff scheduling.
- Supported team with training on company policies and procedures.
- Organized inventory and maintained accurate stock levels.
- Collaborated with team to implement promotional strategies effectively.
- Monitored employee performance and provided constructive feedback.
- Prepared reports on sales trends and customer preferences.
- Facilitated communication between management and staff for smooth operations.
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
Customer Experience Manager
REBEL Sport
Rockhampton, QLD
08.2023 - 03.2025
- Supervise and trained customer service team to maintain high service standards & procedural, SOP & WHS compliance.
- Handle customer inquiries, complaints, and resolved issues promptly.
- Manage daily store operations, ensuring smooth workflow and policy adherence.
- Monitor inventory levels and ensured product availability.
- Implement sales strategies to achieve store revenue targets.
- Manage cash handling, transactions, and financial reconciliation.
- Develop/ execute in-store promotions to boost sales and engagement.
- Maintained store appearance and ensured cleanliness.
- Assist with scheduling, labor cost management, and team performance.
- Collaborate with management to align store goals with company objectives.
Regional Area Manager
Burger Urge Pty Ltd
QLD Wide, QLD
01.2022 - 12.2023
- New store development planning & execution.
- Supervised and supported multiple store managers to ensure consistent performance across locations.
- Developed and implemented operational strategies to improve efficiency and profitability.
- Monitored financial performance, budgets, and KPIs for all locations.
- Ensured customer satisfaction by overseeing service quality and addressing concerns.
- Conducted staff training, performance evaluations, and development programs.
- Managed recruitment, staffing, and retention strategies for the region.
- Ensured compliance with health, safety, and legal regulations across all sites.
- Coordinated marketing and promotional initiatives to boost regional sales.
- Analyzed market trends and implemented strategies for regional growth.
- Resolved regional operational issues and escalated concerns to senior management.
Customer Experience Head of Dept
Burger Urge Pty Ltd
Aus Wide, QLD
11.2016 - 08.2023
- Led and developed customer experience strategies across multiple locations to ensure consistency and excellence.
- Analyzed customer feedback and data to identify areas for service improvement.
- Collaborated with marketing, operations, and HR teams to enhance guest satisfaction and brand loyalty.
- Designed and implemented training programs focused on customer service excellence.
- Oversaw the implementation of customer-focused initiatives to drive engagement and retention.
- Monitored and reported on customer satisfaction metrics, adjusting strategies as needed.
- Led a team of customer experience managers to drive performance and innovation.
- Developed and maintained strong relationships with key stakeholders to align on service standards.
- Ensured all locations adhered to brand guidelines and customer service protocols.
- Resolved escalated customer complaints and implemented solutions to prevent recurrence.
Trainer & OST
Burger Urge Pty Ltd
Aus Wide, qld
11.2016 - 08.2023
- FOH & BOH Trainer – Training Content Creator, Head office & on the ground.
- Developed training materials for staff to enhance service quality and efficiency.
- Facilitated ongoing training workshops to improve team performance and product knowledge.
- Assessed employee skills and identified areas for improvement through evaluations.
- Collaborated with management to align training programs with company goals.
- Implemented feedback mechanisms to gather input from trainees on training effectiveness.
- Mentored junior trainers in delivering engaging and informative sessions.
- Streamlined training processes to increase participation and knowledge retention among staff.
Corporate Store Manager – multi-site
Burger Urge Pty Ltd
Rockhampton/ Gladstone/ Mackay, QLD
10.2014 - 12.2016
- Supervised, trained, and scheduled staff to ensure efficiency and performance.
- Delivered exceptional customer service and resolved issues promptly.
- Managed inventory, orders, and vendor relations to optimize stock and reduce waste.
- Achieved sales targets through upselling and promotional efforts.
- Monitored financials, including cash handling and daily reports.
- Ensured store compliance with safety standards and operational procedures.
- Implemented marketing strategies to increase customer traffic, including Local Area Marketing.
- Resolved customer and staff conflicts to maintain a positive environment.
Education
TAE40122 Trainer & Assessor - Training And Assessment
TAFE QLD
QLD07-2025
TAESS00028 Certificate - Work Skill Instruction Skill Set - Training & Assessment
TAFE QLD
QLD12-2024
SIR40316 Certificate IV in Retail Management - Retail Management
Paige Institute
Rockhampton, QLD03-2024
Retail Management – Merchandising, Distribution And Marketing Cert - Retail
Allison
Online01-2024
Cert IV Hospitality - Hospitality
TAFE QLD
QLD07-2023
Yellow Card - Card Number - 33442345 Expiry Date - 06-Sep-2028 Card Type - PAID - Support Work/ Working With Vulnerable People
N/A - NDIS
Rockhampton07-2023
Blue Card - Card Number: 2169284 / 1 Name On Card: Chase Emerson Joyce Williams Expiry Date: D - - Working With Vulnerable People
N/A - NDIS
Rockhampton07-2023
Food Safety Supervisor Cert - Hospitality
Australian Retail College
QLD11-2019
I’m Alert – Food Safety (qld) - Hospitality Administration And Management
Rockhampton Regional Council
Rockhampton, QLD03-2016
RSA - Hospitality
EOT
Online01-2014
Skills
- Employee training
- Customer service
- Sales strategies
- Inventory management
- Team building
- Performance evaluation
- Project management
- Lesson planning
- Public speaking
Accomplishments
- Restauraunt of the Year 2019 & 2020
- CX Excellence Award - Burger Urge
- 2022 & 2023 Brand Ambassador - Burger Urge
References
References available upon request.
Timeline
Assistant Manager
EB Games
03.2025 - Current
Customer Experience Manager
REBEL Sport
08.2023 - 03.2025
Regional Area Manager
Burger Urge Pty Ltd
01.2022 - 12.2023
Customer Experience Head of Dept
Burger Urge Pty Ltd
11.2016 - 08.2023
Trainer & OST
Burger Urge Pty Ltd
11.2016 - 08.2023
Corporate Store Manager – multi-site
Burger Urge Pty Ltd
10.2014 - 12.2016
TAE40122 Trainer & Assessor - Training And Assessment
TAFE QLD
TAESS00028 Certificate - Work Skill Instruction Skill Set - Training & Assessment
TAFE QLD
SIR40316 Certificate IV in Retail Management - Retail Management
Paige Institute
Retail Management – Merchandising, Distribution And Marketing Cert - Retail
Allison
Cert IV Hospitality - Hospitality
TAFE QLD
Yellow Card - Card Number - 33442345 Expiry Date - 06-Sep-2028 Card Type - PAID - Support Work/ Working With Vulnerable People
N/A - NDIS
Blue Card - Card Number: 2169284 / 1 Name On Card: Chase Emerson Joyce Williams Expiry Date: D - - Working With Vulnerable People
N/A - NDIS
Food Safety Supervisor Cert - Hospitality
Australian Retail College
I’m Alert – Food Safety (qld) - Hospitality Administration And Management
Rockhampton Regional Council
RSA - Hospitality
EOT
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