Harmanpreet Kaur
Melbourne,Australia
Summary
Experienced State Transformation Coach with 8+ years at Coles Group, specializing in business transformation, leadership development, and customer experience optimization. Proven ability to guide teams through change, embed resilient behaviours, and drive operational excellence in dynamic retail environments. Skilled in strategic coaching, cultural transformation, and process improvement to align business objectives with sustainable performance growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
State Transformation coach FOS
Coles Group
09.2023 - Current
- As a State Transformation Coach, I specialize in guiding frontline leaders, delivery teams, and store networks through complex transformation initiatives—especially within tech-enabled environments. I help people shift their mental, emotional, and behavioral states to increase adaptability, performance, and engagement during periods of rapid change.
- Key Focus Areas:
- Coaching team members and leaders to adopt new technologies, processes, and ways of working with confidence and clarity.
- Supporting business transformation by embedding new behaviors, building resilience, and aligning team performance with strategic outcomes.
- Collaborating with transformation delivery teams to ensure successful rollout of initiatives, from digital tools to operational model changes.
- Facilitating in-store coaching, workshops, and feedback loops to create lasting mindset and capability shifts.
- Driving cultural change by linking personal growth to business impact, ensuring change is not only implemented—but sustained.
Business Owner
Casaglare
10.2024 - Current
- Founder and owner of Casa Glare, a premium Australian retailer specializing in luxury lighting solutions that combine modern design with superior quality. Passionate about transforming spaces through innovative lighting, I lead the company’s vision, strategy, and growth initiatives. Dedicated to delivering exceptional customer experiences, fostering strong partnerships, and curating exclusive collections that elevate home and commercial environments.
- Key highlights:
- Established a recognized brand known for unique, high-end lighting products.
- Drive product development and sourcing to ensure excellence and innovation.
- Lead marketing and business development to expand market presence nationally and internationally.
- Build and nurture a talented team focused on customer satisfaction and operational excellence.
- Committed to illuminating lives with style, functionality, and elegance.
Website Developer
Freelance
10.2024 - Current
- Experienced in designing, developing, and customizing e-commerce websites using Shopify and other popular website builders such as Wix, Squarespace, and WordPress. Skilled in creating visually appealing, user-friendly, and responsive websites tailored to brand identity and business goals.
- Key Skills:
- Shopify store setup, theme customization, and app integration
- Responsive design for desktop and mobile
- User experience (UX) and user interface (UI) optimization
- SEO best practices implementation
- Integration with payment gateways and third-party tools
- Ongoing website maintenance and troubleshooting
Customer Service Manager
Coles Group
05.2022 - 09.2023
- As a Customer Service Manager at Coles Group, I was responsible for leading high-performing frontline teams to deliver exceptional customer experiences, efficient store operations, and strong business results. I played a key role in coaching team members, managing service standards, and fostering a customer-first culture.
- Key Responsibilities & Achievements:
- Led daily customer service operations, ensuring consistent delivery of service excellence and operational compliance.
- Coached and developed team members to build capability, improve performance metrics (e.g., customer satisfaction, queue management), and support career progression.
- Resolved escalated customer issues with professionalism, empathy, and a solution-focused approach.
- Collaborated with department leaders to optimize store performance, drive sales, and implement promotional strategies.
- Maintained a safe, welcoming, and inclusive environment for customers and team members alike.
Click and collect manager
Coles Group
08.2020 - 05.2022
- As Click & Collect Manager at Coles Group, I was responsible for overseeing end-to-end operations of the Click & Collect service, ensuring timely, accurate, and customer-focused order fulfillment. I led a dedicated team to meet daily targets, uphold safety and quality standards, and enhance the convenience experience for our online shoppers.
- Key Responsibilities & Achievements:
- Managed the full Click & Collect process, from order picking to customer handover, ensuring accuracy, efficiency, and on-time fulfillment.
- Supervised, coached, and rostered team members to meet operational demands and deliver high service standards during peak trading periods.
- Maintained compliance with food safety, OH&S, and quality assurance protocols while optimizing workflow and resource allocation.
- Partnered with store and regional leaders to drive improvements in digital fulfillment KPIs, including partner delivery and customer satisfaction scores.
- Supported the rollout of new digital processes and tools to improve team productivity and customer convenience.
Duty Manager
Coles Group
07.2020 - 08.2020
Customer Service Supervisor
Coles Group
10.2016 - 07.2020
- As a Customer Service Supervisor in retail, you will lead and motivate the customer service team to deliver outstanding service and ensure customer satisfaction. You will manage day-to-day operations on the sales floor, handle escalated customer issues, and support staff development through coaching and training. Your role includes monitoring performance metrics, enforcing store policies, and collaborating with other departments to enhance the overall customer experience.
- Key Responsibilities:
- Supervise and support the customer service team to meet service standards and operational goals.
- Resolve complex customer complaints and ensure timely issue resolution.
- Train and mentor team members on customer service best practices and product knowledge.
- Monitor KPIs, prepare performance reports, and implement improvement initiatives.
- Ensure adherence to company policies and promote a positive, customer-focused culture.
- Coordinate with sales, inventory, and management teams for seamless store operations.
Education
Master of Business Administration - MBA -
Australian Institute of Business
02.2024
Graduate diploma - Business Administration and Management, General
Australian Institute of Business
05.2023
Graduate certificate in management - Business Administration and Management, General
Australian Institute of Business
11.2022
Diploma of business - Business Administration
Mentor Education
08.2021
Bachelor of Technology (B.Tech.) - Electrical, Electronic and Communications Engineering
Baba Banda Singh Bahadur Engineering College
01.2010
Skills
- Web Development
- Web Design
- Databases
Certification
- Six Sigma Foundations
- Operational Excellence Foundations
- Becoming an Agile Coach
- Adaptive Project Leadership
- Project Management Foundations
Section name
- Harmanpreet Kaur
- MBA, Driven Professional | Problem Solver | Focused on Delivering Results Through Innovation & Collaboration
- Melbourne, Victoria, Australia
Timeline
Business Owner
Casaglare
10.2024 - Current
Website Developer
Freelance
10.2024 - Current
State Transformation coach FOS
Coles Group
09.2023 - Current
Customer Service Manager
Coles Group
05.2022 - 09.2023
Click and collect manager
Coles Group
08.2020 - 05.2022
Duty Manager
Coles Group
07.2020 - 08.2020
Customer Service Supervisor
Coles Group
10.2016 - 07.2020
Graduate diploma - Business Administration and Management, General
Australian Institute of Business
Graduate certificate in management - Business Administration and Management, General
Australian Institute of Business
Diploma of business - Business Administration
Mentor Education
Bachelor of Technology (B.Tech.) - Electrical, Electronic and Communications Engineering
Baba Banda Singh Bahadur Engineering College
Master of Business Administration - MBA -
Australian Institute of Business
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