Summary
Overview
Work History
Education
Skills
Personal Development
Timeline
Generic

Fiona Woldhuis

GUNNEDAH,NSW

Summary

I am a dedicated person with vast experience in retail management and business, travel and financial administration. I am eager to apply my skills to assist in the successful management of your team, to support the company in achieving its business goals and growth opportunities. My strengths as a professional are best demonstrated in my ability to effectively communicate with both internal and external clientele, identify critical issues and to engage workable solutions to meet new challenges. I am an encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

14
14
years of professional experience

Work History

Office Administrator

Whitehaven Coal
07.2023 - Current
  • Retrieving and distributing mail and packages
  • Oversaw maintenance of office facilities and equipment by collaborating with and inspecting work of repair contractors.
  • Monitored and oversaw general cleaning of office in line with company cleanliness standards.
  • Managing Pool vehicles: record keeping, booking calenders, maintenance, insurance repairs and lodgments, servicing and tyre schedule.
  • Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
  • Assisted in event planning efforts for company gatherings, conferences, or workshops to enhance employee engagement and networking opportunities.
  • Contributed to a positive work environment by fostering strong working relationships among colleagues.
  • Improved workplace efficiency with the regular maintenance of office equipment, office building and proactive troubleshooting of technical issues.
  • Reconciled account files and produced monthly reports.
  • Streamlined office processes by implementing efficient organizational systems and digital tools.
  • Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
  • Enhanced team collaboration with the establishment of clear communication channels and guidelines.
  • Boosted productivity by prioritizing tasks, managing schedules, and coordinating meetings for staff members.
  • Managed travel arrangements for executives or visiting clients to ensure seamless logistics coordination during business trips.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Scheduled conference rooms, prepared agendas, organised catering and maintained calendars to prepare for meetings and events.

Member Service Officer

NEWCASTLE PERMANENT BUILDING SOCIETY
05.2022 - 07.2023
  • Proven experience working in a customer facing role where sales targets have been consistently achieved
  • Demonstrated experience in high volume cash handling
  • High attention to detail
  • Strong verbal and written communication skills particularly having dealt with internal and external stakeholders
  • Ability to manage and resolve customer enquiries and/or complaints
  • Experience working to strict policies and procedures in a high compliant environment
  • Competency in Microsoft Office, particularly Excel and Outlook
  • Maintain and apply up to date knowledge of products, policies and procedures, including privacy act
  • Provide efficient customer service at all times, with emphasis on prompt,courteous and efficient processing of all transactions
  • Attend and participate in regular team meetings
  • Manage and resolve member enquiries and/or complaints (within delegation).
  • Promoted credit union products and services to members, identifying opportunities to meet their financial needs.
  • Assisted members with loan applications, explaining terms and conditions while guiding them through the process.
  • Processed transactions accurately and efficiently, minimizing errors while upholding strict confidentiality standards.
  • Identified potential fraud cases by monitoring suspicious account activity leading to protection of the credit union''s assets.
  • Contributed towards meeting sales targets through cross-selling additional banking products that aligned with individual member needs.
  • Participated in regular team meetings to discuss strategy, performance metrics, and ways to improve branch efficiency.
  • Maintained customer records by updating account information.
  • Prepared monthly, daily and weekly statistical reports.

Store Manager

RIOT ART & CRAFT
03.2014 - 10.2016


  • Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
  • 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.
  • Completed point of sale opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted with hiring, training and mentoring new staff members.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Developed a successful employee retention plan, reducing staff turnover rates significantly.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.

Business Manager

TELSTRA
08.2013 - 03.2014
  • Ensuring that all team members are adhering to all internal and external policies and procedures that are outlined on our internal intranet, Vita Pulse, as well as all Telstra policies outlined on the Telstra partner portal, Retail.LIVE
  • Streamlined business processes by implementing new project management tools and techniques.
  • Increased overall team productivity by fostering a positive work environment and providing effective leadership.
  • Oversaw financial operations, maintaining accurate records and ensuring compliance with industry regulations.
  • Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Interacted well with customers to build connections and nurture relationships.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Achievement of Telstra Store monthly and annual sales budgets as set by the Area Manager
  • Achievement in all areas of business to Telstra set SOE targets, in particular the key contractual areas
  • Maintaining a high level of customer service by ensuring that service standards are high and that any complaints from customers about products and staff are quickly resolved to ensure outstanding NPS results
  • Ensuring all team members, including myself, attend/complete all training and development within program timelines
  • Maximizing profitability by effectively managing wages, rostering, controllable expenses, budget allocations and ensuring all team members are coached to exceed sales and KPI targets
  • Ensuring the store is maintained in line with Assurance, Marketing, VM (Telstra Visual Merchandising Audit Guidelines) and housekeeping procedures
  • Controlling stock by monitoring stock levels, rotating stock and placing orders, as appropriate, and conduct monthly stocktakes in accordance with the relevant company policies and procedures
  • Keeping accurate records of sales figures and financial transactions, which include cash, cheque, EPTPOS and credit card transactions as well as any requirements as directed by Telstra in regard to Bill Pay money and procedure.

Apparel Manager & Logistics

NIKE BIRKENHEAD POINT
05.2013 - 08.2013
  • People managing of a large volume store
  • Boosted customer satisfaction by implementing effective visual merchandising strategies and maintaining a well-organized store layout.
  • Increased sales by training staff on product knowledge, customer service techniques, and upselling tactics.
  • Managed inventory effectively, ensuring optimal stock levels and minimizing loss through regular audits and accurate tracking systems.
  • Built strong relationships with suppliers, negotiating favorable terms for the procurement of apparel items.
  • Analyzed sales trends to identify popular products and optimize merchandise placement within the store.
  • Conducted regular performance evaluations for staff members, providing constructive feedback and coaching for continuous improvement.
  • Coordinated with other departments to ensure seamless execution of store-wide initiatives; this led to a more cohesive brand identity and improved customer experience.
  • Assessed merchandise mix to continually broaden and improve assortments.
  • Store operations and store envirnoment to achieve sales, service, organization, customer satisfaction, profitability goals, and maintain operational standards
  • Responsible for communication and delivery of rewards and recognition for store’s team
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Execute and maintain visual merchandising and selling floor standards.

Store Manager – David Jones

VERONIKA MAINE / CUE
07.2012 - 05.2013
  • Achieving KPI’s and budgets of the concession business in David Jones Store
  • Implementing visual merchandising standards and product ticketing to enhance total sales gaining a 9.6% growth overall on the last financial period
  • Preparing and executed of an annual stocktake below company benchmark
  • Driving a customer focused business- effective training and development of my team
  • Strategic planning, sales and profit analysis to maximise results and outcomes
  • Training of new casual and permanent part time staff in all facets of running the business and achieving results
  • Using effective team management and performance recovery processes.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
  • Improved customer satisfaction through staff training in customer service and product knowledge.

Store Manager

RODGER DAVID STORES
08.2011 - 07.2012
  • Achieving KPI’s and budgets – IPC item, Multi sale, Mighty sale, Accessories
  • Successful implementation of a new customer service strategy to improve customer satisfaction benchmarks to meet and exceed customer expectations
  • Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Implementing a ‘merchant mentality’ across all stores to merchandise, position and present stock turns and general visual appeal to our customer
  • Successfully recruit, develop, manage performance, counsel, terminate and grow my team to capitalise results and outcomes
  • Right People, Right Place, Right Result motto
  • Strategic planning, sales and profit analysis to maximise results and outcomes
  • Develop my teams skills in creating measured action and development plans to monitor and manage my team to give them the tools to succeed and support them in the process
  • Training of new teams members in all facets of the business
  • Key focus being results as we operate in a performance commission based business
  • Using effective team management and performance recovery processes.

Business administration Traineeship

NSW ROADS TRAFFIC AUTHORITY (RTA) CALL CENTER
08.2010 - 08.2011
  • Demonstrate legislation knowledge across all NSW Roads, Traffic and authority services
  • Provide a wide range of customer service to both internal and external stake holders
  • Provide personalised advice while maintaining confidential information
  • High turn over of calls timed to maximum of three minutes
  • Etoll payments and accounts
  • Licensing and registration customer service
  • Liaising with external stake holders such as state debt recovery sector
  • Expert competency of Microsoft suite and various internal software/programs
  • Maintain record keeping and filing.

Education

Apply First Aid Certificate -

01.2024

Tier 2 AUSTRALIAN COLLEGE OF COMMERCE AND MANAGEMENT -

01.2022

Certificate III in Business Administration & Customer Contact -

Franklyn Scholar Training Enterprise
01.2011

Higher School Certificate -

Newcastle High School
01.2007

School Certificate (SC) -

Newcastle High School
01.2005

Skills

  • Travel Coordination
  • Time Management
  • Event Coordination
  • Business Administration
  • Financial services support
  • Budget support
  • Customer Service
  • Training and Development
  • Professionalism
  • Performance Tracking and Evaluation
  • Multitasking
  • Operations Management

Personal Development

  • COMMERCE
  • ACCM Tier 2 accredited.
  • Develop, present and negotiate client solutions.
  • Establish client relationship and analyze needs.
  • MANAGEMENT COURSES
  • Negotiating and influencing skills matriculation
  • Certificate III in Business Administration
  • Values and behavior
  • Retail agreement utilization
  • Return to work coordination
  • RETAIL COURSES
  • Customer Service – General Retail Certificate 3
  • Customer Service – General Retail Certificate 2
  • Recruit and select training
  • WORK HEALTH AND SAFETY (WH&S)
  • Fire warden training
  • Applied safety skills
  • Safety care in the workplace AQF4

Timeline

Office Administrator

Whitehaven Coal
07.2023 - Current

Member Service Officer

NEWCASTLE PERMANENT BUILDING SOCIETY
05.2022 - 07.2023

Store Manager

RIOT ART & CRAFT
03.2014 - 10.2016

Business Manager

TELSTRA
08.2013 - 03.2014

Apparel Manager & Logistics

NIKE BIRKENHEAD POINT
05.2013 - 08.2013

Store Manager – David Jones

VERONIKA MAINE / CUE
07.2012 - 05.2013

Store Manager

RODGER DAVID STORES
08.2011 - 07.2012

Business administration Traineeship

NSW ROADS TRAFFIC AUTHORITY (RTA) CALL CENTER
08.2010 - 08.2011

Apply First Aid Certificate -

Tier 2 AUSTRALIAN COLLEGE OF COMMERCE AND MANAGEMENT -

Certificate III in Business Administration & Customer Contact -

Franklyn Scholar Training Enterprise

Higher School Certificate -

Newcastle High School

School Certificate (SC) -

Newcastle High School

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Fiona Woldhuis