Fiona Summers
South Penrith,NSW
Summary
have many years in customer service and experience dealing with unexpected situations and the ability to handle that.
the years in child care and retail liquor have given many opportunities to express creativity within the framework of the job.
Overview
23
23
years of professional experience
Work History
Liquor Store Manager
BWS
09.2022 - 01.2024
- Enhanced staff productivity by conducting regular performance evaluations, providing constructive feedback, and facilitating ongoing training opportunities.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Interacted well with customers to build connections and nurture relationships.
- Evaluated employee training materials and developed customized solutions to address knowledge gaps among team members.
- Streamlined store operations by evaluating existing processes and identifying areas for improvement in order to maximize efficiency without sacrificing quality or service standards.
- Educated customers on different promotions, spirits and wines to facilitate buying decisions.
- Developed relationships with suppliers to negotiate favorable pricing, secure exclusive products, and maintain consistent stock levels.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Boosted sales through the implementation of promotional events, engaging product displays, and strategic merchandise placement.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Assisted in recruiting, hiring and training of team members.
- Collaborated with other store managers within the company to share best practices, problem-solving strategies, and innovative ideas for improving overall performance.
- Established clear expectations for staff performance through well-defined job descriptions, performance metrics, and ongoing feedback.
- Conducted thorough candidate interviews and selected highly skilled team members who positively contributed to the store''s success.
- Maintained a clean and safe environment for customers and employees by enforcing strict adherence to company policies and procedures.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Resolved customer complaints promptly and professionally, leading to increased customer loyalty and repeat business.
- Monitored sales trends to effectively adjust merchandise orders as needed based on seasonal fluctuations or market changes.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Fostered an atmosphere of teamwork among staff members through regular communication, collaboration on projects, and recognition of individual achievements.
- Implemented efficient scheduling practices to maintain adequate staffing levels while controlling labor costs.
- Denied alcoholic sales to intoxicated customers and contacted management immediately when issues escalated.
- Trained and guided team members to maintain high productivity and performance metrics.
- Received payments by cash, credit, and personal check and remitted correct change.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed inventory levels to ensure optimal product availability while minimizing loss due to spoilage or theft.
- Reduced shrinkage rates by implementing tighter inventory controls and reinforcing employee awareness of loss prevention techniques.
- Ensured compliance with local and state liquor regulations, resulting in a strong track record of passing inspections with no violations.
- Oversaw cash handling procedures for accuracy, reducing discrepancies in daily reconciliations substantially over time.
- Increased customer satisfaction by implementing effective store management strategies and providing exceptional customer service.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Managed store budget effectively to minimize expenses while maintaining adequate staffing levels and ensuring necessary resources were available for smooth operations.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reported issues to higher management with great detail.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Worked well in a team setting, providing support and guidance.
- Proven ability to develop and implement creative solutions to complex problems.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Managed time efficiently in order to complete all tasks within deadlines.
Liquor Assistant Manager
BWS
12.2016 - 09.2022
- Engaged in friendly conversation with customer to better uncover individual needs.
- Promoted a safe shopping environment by adhering to age verification policies for liquor sales.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Contributed to inventory management efforts, conducting regular counts and assisting in order placement when needed.
- Improved store efficiency by restocking shelves and maintaining proper inventory levels.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
- Developed strong rapport with customers and created positive impression of business.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Collaborated with team members to achieve sales goals, fostering a positive work atmosphere.
- Monitored customers for signs of security concerns and escalated issues to management.
- Received payments by cash, credit, and personal check and remitted correct change.
- Maintained an organized and visually appealing store layout, resulting in increased customer engagement.
- Aided in the development of seasonal merchandising plans, strategically positioning high-demand items for optimal visibility and sales potential.
- Recommended complementary purchases to customers, increasing revenue.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Ensured compliance with state alcohol laws, conducting regular checks on expired items and license requirements.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Safeguarded store assets by adhering to established security protocols during opening/closing procedures.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Demonstrated extensive product knowledge to guide customers in making informed purchasing decisions.
- Collaborated effectively with suppliers to ensure timely deliveries and seamless integration into existing stock inventory.
- Maximized sales revenue by offering product recommendations based on customers'' preferences and needs.
- Enhanced loss prevention efforts through diligent monitoring of potential theft situations.
- Prioritized helping customers over completing other routine tasks in store.
- Reduced out-of-stock occurrences by proactively identifying low-inventory items and submitting replenishment orders as necessary.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Listened to customer needs and desires to identify and recommend optimal products.
- Assisted in the implementation of marketing strategies, creating attention-grabbing displays to feature promotions or new products.
- Educated customers on different promotions, spirits and wines to facilitate buying decisions.
- Supported special events planning, ensuring timely delivery and setup of required liquor products.
- Used in-store system to locate inventory and place special orders for customers.
- Participated in staff training sessions for updated product offerings or company policy changes.
- Streamlined checkout process by efficiently processing transactions using point of sale systems.
- Denied alcoholic sales to intoxicated customers and contacted management immediately when issues escalated.
- Managed efficient cash register operations.
- Increased customer satisfaction by providing prompt and knowledgeable assistance with liquor selections.
- Developed and maintained courteous and effective working relationships.
- Resolved problems, improved operations and provided exceptional service.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Provided professional services and support in a dynamic work environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Identified issues, analyzed information and provided solutions to problems.
- Demonstrated leadership skills in managing projects from concept to completion.
- Proven ability to develop and implement creative solutions to complex problems.
- Paid attention to detail while completing assignments.
- Proved successful working within tight deadlines and a fast-paced environment.
Liquor Store Clerk
BWS
11.2013 - 12.2016
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Processed deliveries efficiently, verifying shipment accuracy and stocking shelves in a timely manner to minimize disruption of store operations.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Collaborated with team members to achieve daily tasks efficiently, contributing to a positive work environment.
- Monitored customers for signs of security concerns and escalated issues to management.
- Managed product returns professionally, ensuring seamless exchanges or refunds while adhering to company policies.
- Contributed to a safe and secure store environment by adhering to established safety protocols and reporting potential hazards promptly to management.
- Prioritized helping customers over completing other routine tasks in store.
- Used in-store system to locate inventory and place special orders for customers.
- Listened to customer needs and desires to identify and recommend optimal products.
- Improved overall store appearance through diligent cleaning practices such as sweeping floors, wiping down surfaces, removing trash regularly.
- Maintained a clean and organized store environment for an enhanced shopping experience.
- Increased customer satisfaction by providing friendly and efficient service during checkout transactions.
- Maintained up-to-date knowledge on products and promotions, effectively answering questions from customers and colleagues alike.
- Denied alcoholic sales to intoxicated customers and contacted management immediately when issues escalated.
- Assisted with merchandising tasks, creating eye-catching displays that attracted customers and promoted sales growth.
- Operated various equipment safely, including pallet jacks and ladders when performing stocking duties or retrieving items from storage areas.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Conducted regular price checks, ensuring accurate pricing information for customers and minimizing discrepancies.
- Assisted in the training of new employees by sharing knowledge about best practices for handling cashier duties effectively.
- Participated in regular staff meetings, sharing insights on improving store operations for better efficiency and customer satisfaction.
- Educated customers on different promotions, spirits and wines to facilitate buying decisions.
- Conducted routine inspections of merchandise for quality control purposes, identifying damaged goods for removal or replacement as needed.
- Received payments by cash, credit, and personal check and remitted correct change.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Recommended complementary purchases to customers, increasing revenue.
- Contributed to increased sales by offering product recommendations based on customer preferences and needs.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly to maintain high satisfaction rates.
- Maintained compliance with local and federal regulations governing the sale of alcoholic beverages, verifying customer identification as necessary.
- Managed efficient cash register operations.
- Developed strong rapport with customers and created positive impression of business.
- Supported loss prevention efforts by monitoring store activity and reporting suspicious behavior to management.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Handled cash transactions accurately, maintaining balanced registers and reducing discrepancies at end-of-shift reconciliations.
- Learned and adapted quickly to new technology and software applications.
- Proven ability to learn quickly and adapt to new situations.
- Paid attention to detail while completing assignments.
Childcare Assistant/Respite Care Provider
YMCA
08.2009 - 09.2013
- Dispensed snacks and meals to children in accordance with nutritional guidelines.
- Designed monthly activity schedules to balance play, rest and learning time.
- Assisted with meal preparation and feeding to meet children's dietary needs.
- Monitored children's progress and identified areas of improvement.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Assisted in potty training and toilet hygiene.
- Supervised free play and other activities to keep children safe.
- Responded to inquiries from parents and guardians.
- Improved behavior management techniques by implementing positive reinforcement strategies and clear expectations.
- Planned and implemented crafts and other activities to spark interest and enhance development.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Built strong relationships with parents by providing regular progress updates and addressing concerns promptly.
- Implemented daily routines and activities to stimulate and engage children.
- Kept children between ages of 7 and 12 safe and secure with vigilant oversight.
- Developed lessons and activities to promote children's physical and emotional development.
- Maintained child-friendly environment by allowing frequent access to outdoor activities.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Maintained clean, neat and hazard-free areas to protect kids, personnel and families.
- Instructed children in crafts and other activities to promote gross and fine motor skills.
- Created and implemented activities to promote language development.
- Participated in staff meetings to share ideas, address challenges or concerns, and maintain a cohesive team environment.
- Provided lunchtime assistance to monitor children, assist with eating and serve food.
- Restocked supplies and personal hygiene products for use by students.
- Managed daily routines including meal preparation, naptime, and activity setup for efficient operations.
- Continued professional growth by attending workshops, conferences, or training sessions related to early childhood education trends.
- Collaborated with other childcare professionals to continuously improve the quality of care provided to children.
- Facilitated smooth transitions between activities, minimizing disruptions and maximizing engagement time.
- Read stories, sang songs and facilitated creative play.
- Maintained group discipline through positive reinforcement, behavior modeling, and collaboration with parents.
- Supported early language development through storytelling, songs, and interactive conversations with children.
- Prepared group activities to enhance socialization, communication and problem-solving skills for children.
- Enhanced children''s social skills by organizing group activities and fostering positive interactions.
Childcare Assistant
Greenacre Community Child Care
03.2001 - 09.2008
- Maintained group discipline through positive reinforcement, behavior modeling, and collaboration with parents.
- Built strong relationships with parents by providing regular progress updates and addressing concerns promptly.
- Responded to inquiries from parents and guardians.
- Provided lunchtime assistance to monitor children, assist with eating and serve food.
- Designed monthly activity schedules to balance play, rest and learning time.
- Dispensed snacks and meals to children in accordance with nutritional guidelines.
- Maintained accurate and detailed records of enrollments, attendance, health and safety, emergency contact information and incident reports.
- Monitored children's activities to verify safety and wellbeing.
- Used patience, skill and various behavior modification techniques to maintain order and safety.
- Maintained effective schedule balance between rest periods, active play, and instruction.
- Supervised outdoor playtime, ensuring safety while encouraging physical activity and exploration.
- Contributed to curriculum planning by suggesting age-appropriate themes, materials, and resources for learning opportunities.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Instructed children in crafts and other activities to promote gross and fine motor skills.
- Facilitated smooth transitions between activities, minimizing disruptions and maximizing engagement time.
- Implemented daily routines and activities to stimulate and engage children.
- Kept children between ages of 0 and 5 safe and secure with vigilant oversight.
- Planned and guided age-appropriate tasks like reading, crafts and [Type].
- Helped children develop motor skills in preparation for preschool and kindergarten.
- Used positive reinforcement techniques to promote patience and other good behaviors in children.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Enhanced children''s social skills by organizing group activities and fostering positive interactions.
- Collaborated with other childcare professionals to continuously improve the quality of care provided to children.
Education
Diploma of Community Services - Childcare
TAFE
Bankstown, NSW10.2001
Skills
- Sales Tracking
- Expense Control
- Business marketing
- Staff training/development
- Staff Scheduling
- Schedule Management
- Training Management
- Customer Service Management
- Inventory Tracking and Management
- Team Leadership
- Teamwork and Collaboration
- Inventory Management
- Loss Prevention
- Staff Development
- Resource Allocation
- Contract Administration
- Purchasing and planning
- Quality Assurance
- Spirit, wine, and beer expertise
- Payment Processing
- P&L Administration
- Performance Evaluation and Monitoring
- Sound Judgment
- Recruitment
- Sales Promotion
- Liquor Law Compliance
- Logistics
Timeline
Liquor Store Manager
BWS
09.2022 - 01.2024
Liquor Assistant Manager
BWS
12.2016 - 09.2022
Liquor Store Clerk
BWS
11.2013 - 12.2016
Childcare Assistant/Respite Care Provider
YMCA
08.2009 - 09.2013
Childcare Assistant
Greenacre Community Child Care
03.2001 - 09.2008
Diploma of Community Services - Childcare
TAFE
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