Emily Shillabeer
Coles Supermarket
Bundoora,VIC
23
years of professional experience
Dynamic Store Manager with over 7 years of experience in retail operations. Skilled in problem-solving, staff training, and inventory control, driving improved sales performance through effective communication and strategic merchandising.
Work History
Online Manager
4 Months- Directed online order fulfilment, maintaining accurate picking, packing, and dispatch standards.
- Led team rostering and daily task allocation to support seamless click-and-collect operations.
- Manage a team of 15 , making company procedures and policies a priority, led coaching conversations, development training and led by example
- Monitored order accuracy, resolving substitutions and customer issues promptly.
- Coordinated inventory availability with store departments to reduce picking delays and stock discrepancies.
- Trained team members on online systems, service expectations, and safe work practices.
- Reviewed workflow performance and implemented process improvements for faster order turnaround.
- Managed customer escalations, ensuring professional service and effective resolution.
- Ensured compliance with food safety, workplace safety, and store operational procedures.
- Coordinated with IT professionals to address technical issues impacting website functionality or user experience.
- Trained junior staff members in best practices for online management, fostering professional growth within the team.
- Managed all KPI’s , online budgets, customer satisfaction and discrepancies
Store Manager
7 Years 8 Months- Led daily store operations, ensuring optimal customer service and efficient workflow.
- Fostered a positive work environment through effective communication and conflict resolution among team members.
- 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 using POS systems.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Assisted with hiring, training and mentoring new staff members.
- Rotated merchandise and displays to feature new products and promotions.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
Sales Representative
1 Year- Cultivated strong customer relationships to enhance loyalty and repeat business.
- Educated customers on product features, driving informed purchasing decisions.
- Collaborated with team members to optimize inventory management and sales strategies.
- Developed tailored sales presentations that addressed client-specific needs and objections.
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
- Provided exceptional customer service, resulting in numerous positive reviews and referrals.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Built relationships with customers and community to promote long term business growth.
- Negotiated prices, terms of sales and service agreements.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Customer Service
5 Years 8 Months- Co-ordinated clients orders, arranging from overseas suppliers to customers door providing pricing for all services door to door or as per what clients required.
- Communicate clear, concise options and pricing to clients
- Monitor and track consignments , providing shipment updates to customers in a timely and efficient manner
- Provided exceptional customer service, resolving complaints and answering queries promptly.
- Arranged all documentation required for both International and Australian Customs and Quarantine requirements
Customer Service Representative
7 Years 2 Months- Led daily store operations, ensuring optimal customer service and efficient workflow.
- Fostered a positive work environment through effective communication and conflict resolution among team members.
- 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 using POS systems.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Assisted with hiring, training and mentoring new staff members.
- Rotated merchandise and displays to feature new products and promotions.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
Education
High School Diploma
Skills
Customer service
Problem-solving
Customer relations
Multitasking and organization
Store operations
Customer service management
Training and mentoring
Store opening and closing
Team leadership
Friendly and positive
Outstanding communication skills
Inventory management
Store merchandising
Cash management
Retail inventory management
Shift scheduling
Employee training
Recruitment and hiring
POS systems
Goals and performance
Team building and leadership
Leadership development
Policies and procedures
Store displays
Staff management
Employee scheduling
Opening and closing procedures
Documentation and reporting
Relationship building and management
Timeline
Online Manager
Coles Supermarket
06.2026 - CurrentRead More
Store Manager
Petbarn
10.2018 - 06.2026Read More
Sales Representative
G&F Wrapping and Distributors
11.2017 - 11.2018Read More
Customer Service
Overseas Transport Systems
01.2011 - 09.2016Read More
Customer Service Representative
AGS World Transport
02.2004 - 04.2011Read More
Overnewton Anglican Community College
High School Diploma
Read More