Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Imogen Clark

Adamstown

Summary

Hard-working professional with 9+ years of experience in customer service, 8 years management experience and a proven knowledge of advanced technology, web design, troubleshooting and customer service. Aiming to leverage my skills to successfully fill the role at your company. I have studies in IT computing and great experience working with MS Office, great attention to detail and am an extremely organised person. I myself am respectful, enthusiastic, motivated and eager to learn with a wonderful sense of humour. Along with my experience I have successfully managed in locations across three different countries.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Store Manager

Glue Store
06.2022 - Current
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Cash handling of opening and closing the store, banking and cash cheques.
  • Successfully drove the store to number one in Australia for daily sales.
  • Received Top Manager Sales award of NSW state at the end of the 2022 financial year.
  • Drove the store to great success by reaching targets, hitting monthly bonuses consecutively and driving above company goals for KPI's.
  • 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.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Developed and implemented successful staff incentive programs to motivate employees.
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Reported issues to higher management with great detail.

Assistant Manager/Supervisor

IKEA
01.2021 - 04.2022
  • High skill level and experience in working in a fast pace environment
  • Advanced Experience in Microsoft Office
  • Leading and training of new recruitment
  • Great experience phone answering professionally, transferring and phone communication
  • Excelled in customer service skills handling customer complaints and finding solutions for the best possible outcome
  • Successfully kept on top of staff and store KPI goals, enforced action to succeed where needed
  • Supervise and motivate staff to improve performance by implementing great leadership
  • IT computing trouble skills with POS systems
  • Understanding of retail profit measures, the ability to manage costs and productivity
  • Visual Merchandising of store products to company guidelines
  • In charge of interviewing new recruitment, training and give understanding of staff members
  • Cash handling of large sums, banking and making sure to adhere to company policies
  • Confidently leading a large team and taking the time to understand each staff members strengths
  • Able to work and manage in a democratic style, finding solutions and having a personality that is able to gain the best out of people
  • Great knowledge of sale goals and expectations, able to meet and exceed goals met
  • Day to day running of the shop floor, ensuring all tasks are completed and delegated.

Assistant Manager/Supervisor

THREE BELOW RESTAURANT & LOUNGE
10.2018 - 03.2020
  • Excellent customer service skills, and successful problem solving with staff and customers
  • Successfully worked up the ladder in the company over the course of 2 years, gaining a two promotions
  • Highly increased staff and team morale within the workplace gaining the most out of staff members in a comfortable workplace using my democratic management style
  • Ability to work under high level pressure and smoothly run both front and back of house
  • Ensuring effective ordering systems and processes are in place to make sure the waste and availability of products are not compromised weekly
  • Trained staff members with a focus on improvement at individual and group levels
  • Establish standards for personnel performance and customer service
  • Review work procedures and operational problems to determine ways to improve service, performance, or safety
  • Count money and make bank deposits
  • Leading by a good example as a Supervisor, being professional in all situations on and off the workplace floor, always showing up to work motivated and meeting deadlines
  • Monitor employee and patron activities to ensure liquor regulations are obeyed.

Assistant Manager

RIPCURL
10.2018 - 07.2019
  • Received and signed for product deliveries and helped record new inventory levels and stock merchandise
  • Recruit, interview, train and supervise new employees, in addition to organising rosters
  • Strong brand awareness with over 5 years experience working with popular brands
  • Coached and trained team to achieve maximum results
  • Maximised daily sales, attracted, engaged and motivated customers to make purchases by merchandising, window displays
  • Responsible of the opening and closing of each day to day duty of the store
  • Displayed the appropriate signage for products and sales promotions
  • Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.

Store Manager

SURF DIVE N' SKI/BILLABONG AUSTRALIA
03.2014 - 08.2018
  • Drove highest KPI performance within NSW/cluster #2 in NSW 2017
  • Brand awareness skills in selling and knowledge, leading to a an increase in sales
  • Increased sales growth successfully high during 2016-2017
  • Managed 3rd top performing store in Australia 2016-2017 cluster
  • Assisted with opening two new stores and training staff teams and management teams
  • Data entry on excel spreadsheets for stock control, payroll and development of KPIS
  • Effectively led, coached, trained and developed a team of up to 30 people, or more
  • Responsible for store's daily operations, high-volume customer service, monitoring and driving sale goals
  • Have said examples of achieving going above and beyond for customer satisfaction
  • Increased KPI performance within two locations of the business
  • Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
  • Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate
  • Assign employees to specific duties
  • Enforce safety, health, and security rules
  • Plan and prepare work schedules and keep records of employees' work schedules and time cards
  • Gained 3 promotions over the past four years 3IC, 2IC to Store Manager
  • Highly organised and independent able to effectively coordinate tasks to accomplish tasks within timelines
  • Controlled Payroll finance and maintaining under budget of monthly wages
  • Maintained store's appearance and visual merchandising expectations to drive success
  • Hosted successful CEO visits.

Server/Front of house assistant

PIZZA HUT RESTAURANT
02.2011 - 04.2014
  • Greet guests and seat them at tables or in waiting areas
  • Answer telephone calls and respond to inquiries or transfer calls
  • Speak with patrons to ensure satisfaction with food and service, to respond to complaints, or to make conversation
  • Inspect restrooms for cleanliness and availability of supplies and clean restrooms when necessary
  • Operate cash registers to accept payments for food and beverages
  • Supervise and coordinate activities of dining room staff to ensure that patrons receive prompt and courteous service
  • Assist with preparing and serving food and beverages.

Office Assistant

CDA EASTLAND TRADE SUPPLIES
09.2011 - 01.2014
  • Performing a variety of general office support duties
  • Answer telephones, direct calls, and take messages
  • Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints
  • Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer
  • Deliver messages and run errands
  • Inventory and order materials, supplies, and services
  • Troubleshoot problems involving office equipment, such as computer hardware and software
  • Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers.

Education

High School Diploma -

SAINTS' COLLEGE, ST MARY'S CAMPUS, SAINTS' COLLEGE, PETER'S CAMPUS
MAITLAND, ST, NSW

High School Diploma -

Coursework: English, Maths, Religion, Internet and Computer Software Technology, Photography, History -

Skills

  • Partnership Building
  • Revenue Generation
  • Personnel Development
  • Talent Recruitment
  • Loss Prevention
  • Shift Scheduling
  • Employee Training
  • POS Systems
  • Team Development
  • Hourly Shift Management
  • Team Building and Leadership
  • Goals and Performance
  • Culture Development

Accomplishments

  • SOFTWARE DESIGN
  • ADDITIONALSKILLS
  • Studied Retail for two years gaining Certificate 2 in Australia
  • Over 9 years working with customer service experience
  • Natural leader with skills helping boost team morale
  • Self-driven and motivated
  • Studied computer skills for two years (2009-2010)
  • Extended knowledge in operating computer software and hardware
  • Great knowledge using Microsoft Word and Excel plus data entry for 9 years
  • Skilled in Web design, HTML coding and Adobe Photoshop series
  • Successful in designing and building websites for 4+ years
  • International work experience and lived in 3 different countries, experiencing a wide range of cultures.

Certification

SIR20207 - Certificate 11 in Retail RCG(Responsible Conduct of Gambling) Certificate RSA(Responsible Service of Alcohol) Certificate Serving it Right(Responsible Beverage Service Program) BC

Timeline

Store Manager

Glue Store
06.2022 - Current

Assistant Manager/Supervisor

IKEA
01.2021 - 04.2022

Assistant Manager/Supervisor

THREE BELOW RESTAURANT & LOUNGE
10.2018 - 03.2020

Assistant Manager

RIPCURL
10.2018 - 07.2019

Store Manager

SURF DIVE N' SKI/BILLABONG AUSTRALIA
03.2014 - 08.2018

Office Assistant

CDA EASTLAND TRADE SUPPLIES
09.2011 - 01.2014

Server/Front of house assistant

PIZZA HUT RESTAURANT
02.2011 - 04.2014

High School Diploma -

SAINTS' COLLEGE, ST MARY'S CAMPUS, SAINTS' COLLEGE, PETER'S CAMPUS

High School Diploma -

Coursework: English, Maths, Religion, Internet and Computer Software Technology, Photography, History -

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