Summary
Overview
Work History
Skills
Timeline
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Erin Gustavsson

Yamanto,QLD

Summary

A dynamic leader and strategic thinker, I excelled at Alpha Car Hire by driving growth and enhancing customer satisfaction. With a proven track record in management and business development, I leverage emotional intelligence and innovative marketing skills to achieve results. My tenure is marked by transforming underperforming units into top performers.

Overview

2026
2026
years of professional experience

Work History

Branch Manager

Alpha Car Hire
11.2024 - Current
  • Managed a fleet of over 400 vehicles, ensuring timely completion of maintenance, servicing & panel repairs to optimise fleet utilisation.
  • Led a team of 20+ staff, providing direction, support & performance management whilst sustaining a positive work environment.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Consistently monitored market trends to maintain competitive pricing and drive sustained bookings.
  • Drove cross-selling efforts by upselling customers damage waivers, upgrades & additional add ons
  • Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Evaluated employee performance regularly through 1 on 1 sessions, appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Complied with regulatory guidelines, WHS and requirements.
  • Elevated staff morale and productivity by introducing system of rewards and recognition for outstanding performance, including regular staff lunches.
  • Utilized data-driven insights to make informed decisions regarding staffing levels during peak seasons thereby maintaining smooth functioning of branch operations.


Achievements

I began my role at the Eagle Farm branch where I successfully rebuilt the team & branches performance earning a relocation to the Tweed Heads branch to further drive growth.

Showroom Manager

Oz Design
05.2023 - 10.2024

Store Operations

  • Oversaw daily operations of the showroom, ensuring a clean, organized, and welcoming environment for customers.
  • Collaborated with company leadership on strategic planning initiatives to optimize profitability and long-term success of the showroom.
  • Increased showroom sales by implementing effective visual merchandising strategies and product displays.
  • Generated personal sales to meet or exceed established sales goals.
  • Boosted customer satisfaction ratings through attentive service, addressing concerns promptly, and resolving issues effectively.
  • Trained and mentored sales staff to improve their product knowledge and enhance customer service skills.
  • Drove business growth by actively seeking new opportunities for partnerships and collaborations with local interior designers.
  • Managed inventory levels for optimal stock availability, resulting in reduced backorders and customer wait times.
  • Set goals for showroom employees and provided support and motivation to help each achieve true potential.
  • Analyzed sales data to identify trends, adjust inventory levels accordingly, and capitalize on emerging market opportunities.
  • Kept showroom expenses appropriate and reasonable to drive operational efficiency.
  • Raising purchase orders & ordering on trend stock.
  • Solved customer complaints with timely and effective solutions, maintaining positive reputation in market.
  • Working & executing store & team KPI's


Team Operations

  • Managed store employees successfully in fast-paced environment through proactive communication, positive feedback, weekly team meetings & one on one coaching.
  • Coached sales staff in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Approved regular timesheet submissions for employees.
  • Trained and mentored sales staff to improve their product knowledge and enhance customer service skills.
  • Conducted regular performance reviews for team members, providing constructive feedback and opportunities for professional development.
  • Set goals for showroom employees and provided support and motivation to help each achieve true potential.
  • Enhanced customer experience by training staff on product knowledge and customer


Achievements

  • Transforming a underperforming store previously among the top 5 slated for closure into a successful and high achieving location.
  • Transforming a toxic team environment into a well run & supportive team.
  • Recognised as the only Queensland manager to reach the highest level of the management bonus in the first quarter of 2024 by successfully meeting all established targets.
  • Achieving 30% above previous year quarter for the first financial quarter of 2024.
  • Reducing aged stock within the store from 54% to 31.9% over the period of 5 months


I had the opportunity to work with Oz Design on two separate occasions. My initial tenure was from May 2023 to December 2023 which I concluded due to health reasons. After my recovery I rejoined the company in April 2024 and remained until November 2024. At that time, I decided to end my employment as I saw limited opportunities for advancement within the organisation.

Transfer Agent

Kenton Ross Funerals
04.2022 - 05.2023
  • On Call Casual Position – Unnatural Deaths Transfer of deceased persons from place of passing to mortuary facilities - including hospitals, private homes, aged care facilities and other public locations
  • Direct communication with persons from health fields, police, and coronial staff to facilitate transfers
  • Effectively and compassionately talking with families regarding the process of transfers.
  • Ensuring strict OH&S policies are adhered too
  • Training & onboarding new staff members
  • Working alongside the QPS & fire service to ensure a safe & effective transfer

Managing Director

You & Beyond
12.2017 - 07.2022

Founded and built the business from inception, overseeing all aspects of business development, strategy and operations.


Retail Stores

At the peak of my business operations we ran two retail stores, a online store and a warehouse. I lead a team of 18 staff members, overseeing the development and distribution of our proprietary products whilst also managing the online party plan side of the business.


  • Negotiating retail spaces & set up of new stores Hiring & Training of new employees on proper protocols and customer service standards.
  • Setting KPI's and ensuring staff members reached store targets.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Coached sales staff in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managing of stores when staff members where sick or unable to attend shifts.
  • Cultivated a strong organizational culture built on integrity accountability teamwork which resulted in higher retention rates among staff.
  • Implemented robust financial controls and reporting systems, ensuring accurate forecasting and budget management.


Warehouse

  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Devised and implemented innovative and marketing campaigns to promote products and services.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service. .
  • Assisted in recruiting, hiring and training of team members.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Ensuring we as a company are adhering to Australian laws whilst formulating products.
  • Training, motivating, and managing staff within the warehouse
  • Training, motivating and managing distributors via online training & meetings
  • Packing of orders when required
  • Assisting distributors with product enquiries & general customer service
  • Marketing the You & Beyond business using social media & other avenues
  • Dealing with matters ranging from financial to legal matters
  • Ensuring strict OH&S policies are adhered too
  • Creating & Working with monthly budgets and costings including profit & loss
  • Understanding different government departments & regulations including TGA, NICNAS & ACCC
  • Receiving stock into warehouse & stock management
  • Researching and understanding different countries, their currency, shipping & business guidelines
  • Creating & implementing brand new policies & procedures for the Australian branch
  • Revitalized company's online presence, launching user-friendly website and engaging social media platforms.


Achievements

  • Successfully launching the You & Beyond business & brand
  • Building a business with 50+ online distributors
  • Opening 2 retail locations
  • Building the business from scratch solo.


Reason for finishing: There were many factors with the main being COVID & issues with ingredient supply & costs

INTERNATIONAL DIRECTOR OF OPERATIONS

Self-employeed
08.2016 - 12.2017
  • Founded and built the business from inception, overseeing all aspects of business development, strategy and operations.
  • Recruitment & training of staff including production, warehouse & customer service.
  • Motivated and guided team members during peak sales periods to maximise performance and maintain high productivity levels, ensuring everyone remained focused and committed to achieving targets.
  • Training, motivating, and managing distributors via online meetings, face to face & phone
  • Marketing the business using social media & other platforms.
  • Managed a wide range of business matters, including financial planning, budgeting and legal compliance to support sustainable growth and ensure regulatory adherence
  • Implementing OH&S policies & ensuring that the business is compliant within the office, production & warehouse.
  • Ensuring the company is following strict guidelines on importing & exporting
  • Resolved problems, improved operations and workflow
  • Completed monthly reports, budgets and costings Understanding & training others on government departments & regulations including TGA, NICNAS & ACCC
  • Receiving stock into warehouse & inventory management
  • Researching and understanding different countries, their currency, shipping & business guidelines
  • Creating & implementing brand new policies & procedures for the Australian branch
  • Proactively provided hands on support to the team across customer service, production and Achievements


Achievements

  • Setting up a successful pre-launch group for the business. This saw 400 distributors joining the business.
  • Our first month in business our distributors did over $100,000 in sales and we hit a million dollar year from February to December (to put this into perspective 1 bath bomb was $8.95).

BRAND REPRESENTATIVE

Self Employed
07.2015 - 08.2016
  • Communicated product value, quality, and style to educate and entice potential customers.
  • Social media advertising Engaged, educated, and befriended customers to deliver amazing shopping experience.
  • Organised and stocked merchandise to keep necessary levels for sales demand.
  • Showed understanding of customer's personal style and preferences when offering product advice.
  • Set up and broke down promotional booths and tents and talked to potential customers for successful promotional events.
  • Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
  • Introduced field recruiting at industry events to attract new workers and customers.
  • Increased brand awareness through event marketing, demonstrations, sales, and brand promotion.
  • Recruited & trained brand representatives within a MLM business
  • Created online training for team members & hosted weekly training events via Zoom


Achievements

  • Built a team of over 300 distributors Australia wide
  • I was awarded a all expenses paid trip to Rome Italy
  • Our team did over $998,000 in sales within a 12 month period


Reason for leaving I was offered a job opportunity launching a brand new US business in Australia.

MANAGING DIRECTOR

TTR Group Pty Ltd TA Trojan Training & Recruitment
01.2015 - 08.2016
  • Working within strict compliance & ensuring the business is following strict compliance guidelines within the RTO & recruitment space
  • Complete & present proposals (including negotiating contracts)
  • Creating business plans, budgets & forecasting Cold calling businesses regarding positions vacant & creating relationships to introduce employment seekers
  • Negotiating marketing agreements with registered training organizations
  • Motivating, training & developing of staff & business ● Creating & hosting 1 day in class training days ie how to write a resume
  • Marketing of online training from Certificate III to Advanced Diploma Working with candidates to find their true passion and working alongside them to follow a course of action to ensure their goals come to light
  • Working with employers to find the best candidate that matches their workplace & position
  • Employment coaching 360 Recruitment
  • Event Marketing
  • Preparing & delivering personal development workshops


Achievements

  • Having TTR Group listed with ASQA as a preferred student referrer for VET Fee Training
  • Working with Emerald Chamber of Commerce to promote & secure local businesses for the Emerald Little Green Book 2016.
  • Securing short in person courses to Emerald including St Johns First Aid Course

PREVIOUS EMPLOYMENT

Previous Positions Held
2005 - 2015

Sept 2013 - Jan 2015

ABT Paint & Detail - Office Manager

Jan 2014 - April 2012

Robyns Kitchen - Sales Assistant (2nd job weekends)

Sept 2011 - May 2013

DT Workforce - Area Coordinator & Business Development

Dec 2005 - Aug 2011

Telstra - Inbound call centre agent & team leader

Skills

  • Management & leadership (including visionary, transformational & coaching styles)
  • Business development & marketing skills Training & coaching staff on sales & customer experience strategies
  • Emotional intelligence & negotiation skills Resilience & ability to adapt to any situation
  • Innovative & strategic thinker with ability to turn creative ideas into reality
  • Proactivity with seeing the bigger picture & thinking outside the box
  • Excellent organisational & communication skills
  • Customer service & experience
  • Ability to build strong and effective relationships with new clients whilst maintaining with current clients
  • Ability to self motivate/inspire myself & other staff members
  • Strong personal management & time management skills
  • Optimising processes & supply chain management
  • Computer skills Including (not limited to) Microsoft Office, Outlook, Internet, SAP, Pronto, Hummingbird, Fast track, Bond, BIZ, Quick books, MYOB, Cashflow, Tanda & Deputy

Timeline

Branch Manager

Alpha Car Hire
11.2024 - Current

Showroom Manager

Oz Design
05.2023 - 10.2024

Transfer Agent

Kenton Ross Funerals
04.2022 - 05.2023

Managing Director

You & Beyond
12.2017 - 07.2022

INTERNATIONAL DIRECTOR OF OPERATIONS

Self-employeed
08.2016 - 12.2017

BRAND REPRESENTATIVE

Self Employed
07.2015 - 08.2016

MANAGING DIRECTOR

TTR Group Pty Ltd TA Trojan Training & Recruitment
01.2015 - 08.2016

PREVIOUS EMPLOYMENT

Previous Positions Held
2005 - 2015
Erin Gustavsson