Summary
Overview
Work History
Skills
Languages
Timeline
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Erica Lau

Summary

Proactive and detail-oriented professional with a strong background in operational coordination, team support, and administrative management. Experiences in overseeing inventory control, stock replenishment, and event coordination to ensure smooth operations in fast-paced environments. Skilled in driving team collaboration and customer engagement through successful promotions and initiatives. Known for exceptional organisational and problem-solving abilities, clear communication, and the ability to adapt quickly to shifting priorities. Committed to maintaining high operational standards that contribute to organisational success.

Overview

6
6
years of professional experience

Work History

Operations and Administrative Coordinator

Flower Explosion Gardens
09.2023 - Current
  • Managed key administrative functions including calendar coordination, appointment scheduling, record-keeping, daily cash reconciliation, and multi-channel customer communication to drive operational efficiency.
  • Collaborated with business partners to streamline operations, proactively identifying and resolving workflow inefficiencies.
  • Oversaw inventory control and stock replenishment, fostering strong supplier relations to ensure product availability and favourable terms.
  • Coordinated seasonal offers and event setups, increasing foot traffic by 20% and boosting sales by 15% during key promotional periods.
  • Leveraged customer feedback and market insights to improve service delivery and support retention strategies, contributing to a 23% increase in customer retention.
  • Delivered personalised service and resolved customer inquiries effectively, converting casual shoppers into long-term clients and contributing to a 27% increase in repeat business and a 20% rise in overall sales revenue.

Assistant Store Manager

Sheike
05.2023 - 09.2023
  • Acted as Store Manager during a management transition, ensuring operational continuity and leading the team to exceed KPIs.
  • Coordinated promotions and influencer livestream events, overseeing logistics and execution, resulting in a 25% increase in Average Transaction Value and an 89% rise in Items Per Customer.
  • Trained staff on product knowledge and sales techniques, enhancing team performance and customer satisfaction.
  • Drove a 14% sales growth through targeted promotions, cross-selling, and delivering personalised customer experiences.
  • Optimised employee scheduling based on customer traffic, team strengths and budget improving efficiency and profitability.
  • Managed store maintenance, safety compliance, and supply inventory to support daily operations.

Assistant Store Manager / Supervisor and VM

Ted Baker
04.2022 - 05.2023
  • Managed dual responsibilities as Assistant Store Manager and Supervisor/VM, collaborating with the store manager on staff management, inventory control, cash reconciliation, and KPI achievement.
  • Led a successful store turnaround, elevating it from the lowest performing outlet to the top-ranked store in Australia & NZ, exceeding targets by 25% and improving Q4 results by 39% over 2021. Twice recognised for Highest Sale Value nationally.
  • Spearheaded recruitment, onboarding, training and offboarding processes, ensuring alignment with company policies and performance metrics while fostering a high-performing, service-driven team.
  • Developed training content for the online learning platform, enhancing team engagement and customer satisfaction.
  • Oversaw payroll processing and optimised staff scheduling based on customer traffic and team strengths, improving operational efficiency and boosting profitability.
  • Analysed sales and operational data to drive revenue growth, improve KPIs and collaborate with department heads to optimise inventory and business strategies.
  • Designed and executed visual merchandising strategies, increasing foot traffic by 12% and boosting average transaction value by 7%, and drove a 64% increase in conversion through dynamic store layouts, window displays and product styling.
  • Coordinated promotional campaigns and customer events, driving brand loyalty and sales through interaction, customer-centric initiatives.
  • Ensured operational efficiency by overseeing loss prevention, inventory management, supply ordering, maintenance resolution and safety compliance.

Casual Sales Assistant

Ted Baker
04.2019 - 04.2022
  • Built lasting customer relationships through personalised service and cross-selling, driving loyalty and repeat business.
  • Supported store operations, including POS handling, cash balancing and end-of-day reporting.
  • Maintained product availability and visual standards by replenishing stock and updating displays in alignment with brand guidelines.
  • Proactively engaged in product and brand training to remain informed and deliver confident, informed service.

Skills

  • Team collaboration and leadership
  • Customer interaction and relationship building
  • Strong communication and interpersonal skills
  • Sales, cross-selling, and service excellence
  • Reliability and flexibility
  • Proactive problem-solving and decision-making
  • Time management and prioritisation
  • Data entry and record-keeping
  • Attention to detail
  • Proficiency in MS Office suite and Google Workspace

Languages

English
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual

Timeline

Operations and Administrative Coordinator

Flower Explosion Gardens
09.2023 - Current

Assistant Store Manager

Sheike
05.2023 - 09.2023

Assistant Store Manager / Supervisor and VM

Ted Baker
04.2022 - 05.2023

Casual Sales Assistant

Ted Baker
04.2019 - 04.2022

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Erica Lau