Fraser Morgan
Perth,Australia
Summary
Versatile and customer-focused professional with over 8 years of experience across retail, customer service, and eCommerce operations. Known for delivering high-performance results in fast-paced environments, with a proven ability to manage in-store and online retail processes, resolve customer issues, and coordinate sales campaigns. Experienced in order fulfilment, website product launches, supplier liaison, and digital merchandising from time at StreetX, alongside a strong foundation in team leadership, compliance, and problem-solving gained from roles at RAC WA and Autoleague. Bringing a hands-on, proactive attitude, and is eager to expand into the food and hospitality space, combining a passion for BBQ and cooking with a strong operational and customer service skill set.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Relations Management
Autoleague
Perth
04.2024 - Current
- In this role, I effectively liaised with service managers and staff to ensure seamless communication and coordination. I actively advised customers on the benefits of returning to the dealership for service, which helped build customer loyalty and improve retention rates. I consistently made 120 calls per day, meeting and exceeding performance expectations. I consistently achieved booking targets, securing an average of 40 service bookings per week. Additionally, I was responsible for booking customers in for their car services, ensuring their needs were met in a timely and professional manner.
Sales & Member Service
RAC WA
Perth
11.2023 - 11.2023
- Obtained ASIC RG146 Tier 2 General Insurance Compliance & General Advice Certificate. Issued insurance policies and quotes for motor vehicles, handled unhappy members with rises in their insurance premium and came to solutions to reduce their premium. Took calls for people in breakdown situations and dispatched the correct resources to provide roadside assistance. Underwent finance training in order to be able to do finance applications. Provided product knowledge to new members to ensure they had the correct level of roadside assistance membership. Quickly came up with solutions for members broken down in regional areas. Handled emergency calls for Children & Animals locked in vehicles. Cross sold both finance and roadside assistance memberships when issuing insurance policies. Communicated with tow truck companies and the dispatch team to provide ETA for members in breakdown situations.
Assistant Manager
Puma, DFO
05.2023 - 11.2023
- Attended compliance & store operations conference in Melbourne during June 2023. Implemented new organisation system in BOH to improve efficiency. Trained staff on the importance of verbally communicating current promotions in store. Managing and driving store KPI's daily. Reviewing weekly reports to identify areas of opportunity. Rotated merchandise into priority positions to boost sales. Joined weekly conference calls to review figures and receive updates.
Department Manager
JD Sports
Perth CBD
08.2022 - 04.2023
- Managing and driving store daily/weekly KPI's. Attended recruitment nights to conduct group interviews and hire staff. Maximised sales & preventing shrinkage by adhering to strict company guidelines. Reviewing weekly reports to identify areas of opportunity. Managing staff and daily store operations in absence of store manager. Partnered with merchandising team to plan and execute floor moves, merchandise placement, and overall sales set-up.
Full Time Sales Consultant
Industrie
Perth CBD
10.2021 - 08.2022
- Managed concessions at both Myer Perth and Myer Morley, as well as the standalone store in Perth CBD. Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices. Managed inventory control, cash control and store opening and closing procedures. Rotated merchandise and displays to feature new products and promotions. Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
Shop Employee
StreetX
Northbridge
10.2018 - 07.2021
- Punctually opened and closed the flagship store daily while maintaining a strong in-store presence to ensure excellent customer service and minimize theft through close observation and monitoring. I was responsible for packing and dispatching online orders accurately and efficiently to meet daily shipping deadlines. I regularly set up products to go live on the website, ensuring all product information, pricing, and imagery were correct. I also assisted in planning and executing product photo shoots, helping with styling and setup. A key part of my role involved liaising with suppliers to confirm stock availability and delivery details. I managed the customer service email account, resolved issues with upset customers to reach positive outcomes, and travelled to Sydney to support a successful pop-up store activation in 2020. I handled a range of responsibilities from back-end operations to customer-facing interactions, making this a dynamic and rewarding role.
Retail Assistant
Jim Kidd Sports
Morley
08.2015 - 11.2018
- Updated signage to reflect new pricing and special in-store events and promotions. Prepared merchandise for sales floor, including tagging items and organizing special promotions. Managed day-to-day replenishment needs, including merchandising products, facing items, and rotating stock. Backed up team members by assisting with resolving customers' complaints. Captured consistent customer sales with friendly, knowledgeable support. Profiled customers' foot shape to decide whether they need supportive or neutral shoes. Attended information nights from brands like Nike, Mizuno & Asics. Greeted customers and asked open-ended questions to assess needs.
Kitchen Hand
Thyme Out Cafe
Helena Valley
08.2014 - 08.2015
- Prepared pots, pans, and utensils for use by sanitizing in three-compartment sink. Supported kitchen team members with efficient ingredient preparation and supply restocking. Enforced proper food handling requirements by monitoring and recording food temperatures. Handled diverse kitchen upkeep work, including collecting rubbish, sweeping, and mopping. Adhered to OSHA regulations and safety protocols for safe handling and use of workplace chemicals. Assisted with light food preparation under direction of senior kitchen staff. Helped with parties and large events by handling wide-ranging food prep and service needs. Kept kitchen organized by cleaning up waste and leftover foods.
Education
John Forrest Secondary College
Morley, WA01.2017
Skills
- Communication skills
- Leadership
- Time management
- Problem solving
- Customer relationship management
Certification
ASIC RG146 Tier 2 Certification
Timeline
Customer Relations Management
Autoleague
04.2024 - Current
Sales & Member Service
RAC WA
11.2023 - 11.2023
Assistant Manager
Puma, DFO
05.2023 - 11.2023
Department Manager
JD Sports
08.2022 - 04.2023
Full Time Sales Consultant
Industrie
10.2021 - 08.2022
Shop Employee
StreetX
10.2018 - 07.2021
Retail Assistant
Jim Kidd Sports
08.2015 - 11.2018
Kitchen Hand
Thyme Out Cafe
08.2014 - 08.2015
John Forrest Secondary College
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