ISABEL MONK
Mt Cotton
Summary
Dynamic Operations Manager with a proven track record at Kmart, excelling in client relations and crisis management. Adept at recruiting and developing large teams, I drive performance improvements and ensure compliance with safety standards. My strategic approach enhances customer experiences while fostering a collaborative work environment.
Overview
14
14
years of professional experience
Work History
Sales Administration and Store Supervisor
Nuway
08.2023 - Current
- Customer-facing and call centre: assisting customer purchasing decisions by guiding them through the sales process, delivering accurate quotes, and coordinating efficient product deliveries.
- Dealing with customer complaints and rectifying product/service issues.
- Tracking store inventories and ordering new materials to prevent shortages.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Front of House Manager
Gold Coast Equine Clinic
Temporary
09.2024 - 01.2025
- Ensured that all front-of-house operations ran smoothly and efficiently.
- Implemented strategies for improving overall efficiency within the practice.
- Assisted veterinarians in providing quality medical care when needed.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Operations Manager
Kmart
QLD
06.2021 - 03.2023
- Directed day-to-day store operations by implementing short and long-term strategies to achieve business plan and profitability goals
- Responsible for store level safety and business audits achieving a green at first appointment
- Identifying areas of deficiency, performing root-cause analysis
- Measuring, reviewing and reporting on performance via KPIs and SLAs
- Reporting and supporting customer and team member accident investigations
- Implementing policies and standard operating procedures managing quality, customer service and logistics
- Delivering positive customer experiences through managing the front end and customer service team
- Overseeing weekly financial reporting
- Improving morale and management communication by creating employee recognition and rewards practices
- Recruiting and training new team members
Duty Manager
Kmart
QLD
07.2021 - 03.2022
- Created a positive work environment for employees, and delivered exceptional customer service.
- Collaborated with upper management to improve the productivity of operations.
- Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
- Responsible for the evening running and closure of the store.
Retail Assistant
Kmart
QLD
10.2019 - 07.2021
- Greeted and assisted customers in locating items and completing purchases
- Managed cash register operations using POS system and processed sales and returns
- Utilized strong customer service skills
Assistant Stud Groom
Lady Emma Balding (Kingsclere Stud)
Kingsclere
02.2011 - 05.2017
- Collaborated with trainers and owners to develop personalized grooming routines for individual horses based on their specific needs and preferences
- Managed breeding operations to maximize genetic potential while maintaining ethical practices within the industry
- Assisted during foaling season by monitoring pregnant mares closely for signs of labor onset; provided immediate help when necessary
- Prepared and administered medications and treatments as prescribed by veterinarian
- Increased efficiency in daily routines by implementing organizational systems for equipment storage and task delegation among staff members
- Managed the rehabilitation and retraining of horses from injury back into racing and other sport horse disciplines
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets
- Developed and implemented enrichment plans to keep animals healthy and stimulated
Education
Bachelor of Science - Equine Science
Writtle College (University of Essex)
United Kingdom01.2005
High School Diploma -
Tiverton High School
United Kingdom01.2001
Skills
- Rostering large teams
- Client relations and conflict resolution
- Recruitment, training, and coaching
- Microsoft Office
- Vet software: Vision
- Multitasking and organisation
- Business and Safety Audit Compliance
- Crisis management
- Policy and procedure implementation
- Record organization and management
Timeline
Front of House Manager
Gold Coast Equine Clinic
09.2024 - 01.2025
Sales Administration and Store Supervisor
Nuway
08.2023 - Current
Duty Manager
Kmart
07.2021 - 03.2022
Operations Manager
Kmart
06.2021 - 03.2023
Retail Assistant
Kmart
10.2019 - 07.2021
Assistant Stud Groom
Lady Emma Balding (Kingsclere Stud)
02.2011 - 05.2017
Bachelor of Science - Equine Science
Writtle College (University of Essex)
High School Diploma -
Tiverton High School
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