Emanuel Suifaatau Ioane
Lalor,VIC
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering over 10 years of extensive leadership experience in retail and service industry. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Team Leader
JB HIFI
Southbank, VIC
04.2021 - Current
- General insurance and management of claims end to end
- Conducted training and mentored team members to promote productivity, accuracy and commitment to in line with business ethos and strategic objectives.
- Complaint resolution and customer relationship management with specialty in complex claims
- Account management and salesforce management
- Inbound and outbound phone based role ensuring team perform within KPI and SLA timeframes, Call KPIs over 30+ inwards and out with SLA under a hour turn around
- Working across multiple platforms with quote building and validation tools
- Tracked pipeline data, won vs. lost opportunities and lead response times with Salesforce CRM saw opportunities with an increase on partner sales up 40% and installation services increase to beat LY target in first quarter
Senior Store Manager
Accent Group And State Side Sports
Southwharf, Vic
11.2019 - 02.2021
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Guided daily activities, overseeing accounts receivable, inventory reporting and bank deposits sitting at 100% compliance consistently month to month
Retail Manager
Officeworks Mentone
Mentone, Vic
05.2009 - 12.2019
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns. Saw improvements in engagement surveys lift 4% every year
- Set, enforced and optimized internal policies to maintain responsiveness to demands, saw internal compliance at 100% in line with business standard
- Handled day-to-day shipping and receiving overseeing increased volume
- Cleaned and maintained stores receiving inwards in compliance with OSHA safety standards.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Collaborated with various internal and external stakeholders to improve customer service processes and support structures company-wide.
Education
High School Diploma -
St Francis College
Queensland11.2005
Skills
- Service Level Agreements
- Work Planning and Prioritization
- Analytical Thinking
- Coaching and Mentoring
- Issue Resolution
- Effective Customer Service
- Loss Prevention Strategies
- Call Center Customer Service
- Building Customer Trust and Loyalty
- Quotes and Sales
Accomplishments
- ▪ JBHIFI– Successfully rolled out new quoting and validation tool to the business CODAFICATION
- JBHIFI- Promoted to team leader after 3 months onboarding as client support
- ▪ Platypus 2020 – Team Member Engagement at 100% via social intranet and coaching development
- ▪ Officeworks 2019 - Assisted with opening of the largest store (Officeworks) in Australia, with the biggest leading supplier of stationery and office supplies and saw the store open its first month to allow for up to over $500,000 in sales
- ▪ Officeworks 2019 - Facilitated the recruitment over 150 team members in the new super store
- ▪ Officeworks 2019 - Award for project XXL (Officeworks MENTONE) Project of the Year (2019)
- ▪ Officeworks 2018/2017 - Award for Innovation and Recognition
- ▪ Officeworks 2016 - Award for Integrity and Teamwork
Certification
- FORKLIFT
- FIRST AID
- DRIVERS LICENSE
Timeline
Team Leader
JB HIFI
04.2021 - Current
Senior Store Manager
Accent Group And State Side Sports
11.2019 - 02.2021
Retail Manager
Officeworks Mentone
05.2009 - 12.2019
High School Diploma -
St Francis College
- FORKLIFT
- FIRST AID
- DRIVERS LICENSE
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