Danni Blades
Greensborough,Australia
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
29
29
years of professional experience
Work History
Head of Customer Service and Support
Cargo Crew –The Modern Uniform
Bundoora, Australia
03.2023 - 02.2024
- Managed Client Service Team of 10 Customer Service Specialists and Customer Success Managers, 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 this involved the qualifying and assigning of approximately 200 email enquiries daily to customer service specialists
- Proven track record in recruitment, training, coaching, and mentoring
- Strong business acumen and passion for driving operational efficiencies ensuring that all sales quotes raised and sales orders are followed up and processed efficiently to meet company targets and a high level of customer service
- Learned and adapted quickly to new technology and software applications such as Help scout and NetSuite
- Used critical thinking to break down problems, evaluate solutions and make decisions based on the best interest and values of Cargo Crew.
Client Service Assistant Manager
Cargo Crew -The Modern Uniform
, Australia
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 such as email, phone etiquette and add on selling to assist with client’s uniforms needs and finding the best solutions possible for their business and teams
- Assisted with special projects such as process improvement with the review of current processes and updating where necessary
- Observation and team monitoring on key behaviours to provide feedback and coaching to ensure client account growth was achieved and overall customer satisfaction key performance indicators exceeded.
Area Manager / Flagship Store Manager
The Body Shop
Melbourne, Australia
04.2019 - 01.2023
- Recruitment, coaching, and mentoring of Store Managers
- Performance management
- Implemented actions to assist in successful profit and loss statements
- 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.
Assistant Store Manager/ Store Manager
Bras 'N' Things
Melbourne - Various Locations, VIC
03.1995 - 03.2020
- Provided a high standard of customer service Training/Coaching Stock Control Visual merchandising and set-up and executiion of new promotional events Rosters and store operations
Flagship Store Manager
Priceline
Chadstone
03.2016 - 04.2019
- Sales performance
- Coaching and development of team members
- Achieving KPI and company objectives 6.2M turnover
- 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
Melbourne - Varies Locations, VIC
08.2005 - 03.2016
- Leading service floor to maximise sales Coaching and development of team to achieve company benchmark KPI's Recruitment Training Visual merchandising and stock control including stocktakes Rostering and sales and wages forecast Completion of financial reports based on the analysis of store data and store's performance
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
- Merchandising and stock control
- Rostering and sales and wages forecast.
Store Manager
Sussan
Melbourne - Various Locations, VIC
01.2000 - 12.2005
- Providing a high standard of customer service. Ensuring store goals were set aligned with company benchmarks and targets. Observation of team's customer service behaviours and monitoring of KPI's, providing feedback and coaching to develop skill gaps and improve individual performance and overall team performance. Visual merchandising and stock control. Training of new team members Rosters and Wage forecasting Conducting stocktakes twice yearly
Education
Certificate IV in Training and Assessment -
Inspire Education
07.2021
Business Leadership Program -
The Body Shop
09.2017
Advanced Management Program -
The Body Shop
02.2016
Certificate IV in Beauty Therapy -
The Beauty Academy
01.2015
Certificate II & III in Retail Operations
Sussan - Work Program
VIC01-2003
Skills
- Organisation
- Leadership
- Flexible and Adaptable
- Relationship Building
- Conflict Resolution
- Recruitment
- Customer Service
- Data Analysis
- Microsoft Office
- CRM Systems
- Training & Development
- Written Communication
- Verbal Communication
- Retail
References
Available upon request.
Accomplishments
- Completion of Priceline's 'RISE' (Retailers Instore Excellence) Training Program, and 'RAMP' (Retail Acceleration Manager Program)
- Completion of Body Shops Leadership Programs including Trainee Management Program, Advanced Management Program, Business Leadership Program
- Completion of in Body Shops 'Purpose Driven' Leadership Program
Timeline
Head of Customer Service and Support
Cargo Crew –The Modern Uniform
03.2023 - 02.2024
Client Service Assistant Manager
Cargo Crew -The Modern Uniform
01.2023 - 03.2023
Area Manager / Flagship Store Manager
The Body Shop
04.2019 - 01.2023
Flagship Store Manager
Priceline
03.2016 - 04.2019
Store Manager
The Body Shop
08.2005 - 03.2016
Store Manager
The Body Shop
08.2005 - 03.2016
Store Manager
Sussan
01.2000 - 12.2005
Assistant Store Manager/ Store Manager
Bras 'N' Things
03.1995 - 03.2020
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
Certificate II & III in Retail Operations
Sussan - Work Program
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