Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Danni Blades

Greensborough,Australia

Summary

Established leader in Customer Experience with various roles in Retail Management and people leadership. Passion for providing exceptional customer service and a natural ability for coaching teams to reach their full potential, whilst providing a successful customer experience journey.

Ideally seeking a role that would-be people orientated, to demonstrate current developed leadership skills and the role would encompass new challenges and opportunities for continuous career growth and development.

Overview

19
19
years of professional experience

Work History

Head of Customer Service and Support

Cargo Crew
03.2023 - 02.2024
  • Managed Client Service Team, providing guidance and leadership in ensuring customers receive the best experience, through live chat, inbound calls and email enquiries. An estimated 80 - 100 calls per day and the delegation and assigning of approximately 200 email enquiries daily.
  • Proven track record in recruitment, training, coaching, and mentoring, resulting in high-performing teams
  • Strong business acumen and passion for driving operational efficiencies ensuring that all sales quotes raised and sales orders are followed up and processed.
  • Learned and adapted quickly to new technology and software applications.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Client Service Assistant Manager

Cargo Crew
01.2023 - 03.2023
  • Supported Client Service Manager and team to deliver exceptional customer experiences
  • Provided support and assistance to the team, focusing on the development of key customer service skills
  • Assisted with special projects such as process improvement, team monitoring, client account growth, and other projects as requested.

Flagship Store Manager/ Regional Support Manager

The Body Shop
04.2019 - 01.2023
  • Recruitment, coaching, and mentoring
  • Performance management
  • Implemented actions to assist in successful profit and loss statements
  • Induction and training of new Store Managers.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Managed teams successfully in fast-paced environment through proactive communication and positive feedback.
  • Managed financials with precision, ensuring accurate forecasting, budgeting, and expense control measures were in place.
  • Promoted team collaboration, performance, and efficiency by the focus on a positive team culture.
  • Achieved sales targets consistently by monitoring KPIs closely and taking corrective action as needed.
  • Championed store events that drove foot traffic, increased brand awareness, and elevated the overall customer experience.

Flagship Retail Store Manager

Priceline
03.2016 - 04.2019
  • Sales performance
  • Coaching and development of team members
  • Achieving KPI and company objectives
  • Staff rosters and forecasting wage costings
  • Visual merchandising
  • Execution of new catalogue launches and activations.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of opportunities and growth.
  • Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
  • Implemented new promotional campaigns that effectively drove foot traffic into the store during seasonal events or product launches.

Store Manager

The Body Shop
08.2005 - 03.2016
  • Leading service floor to maximize sales
  • Coaching and development of team to achieve company benchmark KPI's
  • Recruitment
  • Performance management
  • Merchandising and stock control
  • Rostering and sales and wages forecast.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Set effective store systems and processes based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.

Education

Certificate IV in Training And Assessment

Inspire Education
Online

Business Leadership Program

The Body Shop
Melbourne, VIC
09.2017

Advanced Management Program

The Body Shop
Melbourne, VIC
02.2016

Certificate IV in Beauty Therapy

The Beauty Academy
Carlton, VIC
01.2015

Facial Fundamentals And Make Up Certificate

Aveda Academy Training
Melbourne, VIC
04.2014

Skills

  • Passion for people and leading customer experience
  • Training, coaching and mentoring teams
  • Recruitment and on boarding of new team members
  • Confident and knowledgeable in providing customers with exceptional of customer service skills and building brand loyalty
  • Motivated to achieve of key business objectives
  • Strong communication and leadership abilities, including decisive problem solving
  • Sound knowledge of working with CRM platforms and MS office
  • Strong ability in analysis of data to set direction and drive performance for continuous growth

References

Available upon request.

Timeline

Head of Customer Service and Support

Cargo Crew
03.2023 - 02.2024

Client Service Assistant Manager

Cargo Crew
01.2023 - 03.2023

Flagship Store Manager/ Regional Support Manager

The Body Shop
04.2019 - 01.2023

Flagship Retail Store Manager

Priceline
03.2016 - 04.2019

Store Manager

The Body Shop
08.2005 - 03.2016

Certificate IV in Training And Assessment

Inspire Education

Business Leadership Program

The Body Shop

Advanced Management Program

The Body Shop

Certificate IV in Beauty Therapy

The Beauty Academy

Facial Fundamentals And Make Up Certificate

Aveda Academy Training

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Danni Blades