Jenna Owen
Pakenham,VIC
Summary
Have been involved in, am passionate and loved the customer service industry since 2000.
Have predominantly worked in Priceline and Chemist Discount Centre Pharmacies from early beginnings after school customer service, dispensary and lead webster technician, to head merchandise and catalogue coordinator, micro and macro space planner, lead project manager, CRM Salesforce and Accelo administrator and student trainer and assessor in excellent customer service.
My other two passions are training and project managing, currently the role gets to include all three passions working within the Support Office to project manage, train, and support pharmacy setups, renovations and builds. To maintain the category layouts and brand standards and most importantly to work with and create excellent long-standing relationships with customers.
I am always looking for another challenge, another way to grow to develop myself and skills
The current role has become more office based and I want to bring more customer support, service and relationships back into the day to day as interacting, creating relationships, and supporting customers brings a lot of fulfillment.
I also love and only wear Peter Alexander pyjamas so hearing there was an opportunity to work within the store as a Christmas casual I was extremely excited, would absolutely love to be given the opportunity to work within your team and go to work in my pyjamas each day.
I believe I would be a great asset to you're fountain gate team.
Overview
8
8
years of professional experience
Work History
Prime Pharmacy Project Manager
Independent Pharmacies of Australia (IPA)
06.2024 - Current
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Successfully managed multiple projects simultaneously by prioritising tasks according to urgency, resource availability, and alignment with organisational goals.
- Met project deadlines without sacrificing build quality or workplace safety.
- Provided detailed project status updates to stakeholders and executive management.
Space Planning & Project Manager
The Platform Alliance Group (Now IPA)
04.2022 - 06.2024
- Project Managing end-to-end all Store projects
- Merchandising and on site training of pharmacy teams
- Strong organisational and planning skills with a meticulous attention to detail.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with diverse stakeholders
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Main point of contact for all aspects of the project, ensuring a smooth and successful project completion.
- Manage all project stakeholders, including contractors, vendors, internal teams (e.g., IT, marketing, operations), and ensure clear communication and collaboration.
- Liaise and coordinate the store development team in regards to aspects of the store fit-out and signage, ensuring compliance with brand standards and deadlines.
- Ability to work independently and manage multiple priorities simultaneously.
- Strong problem-solving and decision-making skills.
- Coordinating and launching new stores Grand opening celebrations
- Manage post-opening follow-up, addressing any unforeseen challenges and ensuring a seamless transition to ongoing store operations.
- Successfully managed multiple projects simultaneously
- Met project deadlines without sacrificing build quality or workplace safety.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Space Planning & CRM Coordinator
Pharmacy Platform (Now IPA)
09.2020 - 09.2022
- Planning, Coordinating, training and merchandising new and existing pharmacies
- Building and maintaining all 400 Pharmacy Platform Planograms
- Creating, building and maintaining all Chemist Discount Centre pharmacy category layouts
- Creating and maintaining the business CRM Platform Accelo (after completing the merger of Salesforce to Accelo)
- Training of all internal staff members to use the CRM system for best customer outcomes.
- Implemented automated workflows within the CRM system to increase efficiency and reduce manual tasks for staff members.
- Initiated process improvements within the organisation through regular review and analysis of CRM metrics.
- Training on the road sales staff in utilising CRM software, ensuring optimal utilisation and accurate data entry.
-
Customer Relationship and Member Services
Advantage Pharmacy Group (Now IPA)
03.2017 - 09.2020
- Training pharmacies to execute catalogues to correct merchandising standards
- Supporting and training over 250 Advantage and Chemist Discount Centre Pharmacies to execute their stores to an excellent standard.
- Supporting and training internal office and store teams to provide excellent customer service for return business.
- Developing and maintaining the businesses CRM Platform Salesforce ensuring correct customer data records
- Training teams to boosting sales revenue by identifying up-selling and companion selling opportunities while maintaining a strong focus on customer needs.
- Enhanced customer satisfaction levels with efficient problem-solving skills and prompt resolution of issues.
- Strengthened customer relationships by actively listening to their concerns and providing tailored solutions.
- Mentored junior team members to improve their communication skills and overall productivity in handling client inquiries.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Logged call information and solutions provided into internal database.
Education
Graduate Certificate - Project Management
RMIT University
Melbourne, VIC06.2023
Certificate IV in Training And Assessment - Training And Assessment
Gippsland Tafe
Warragul11.2012
Skills
- Coaching and Mentoring
- Stakeholder Communications
- Staff Management
- Customer Relationship Management
- Advanced problem solving
- Cross-Functional Collaboration
- Processes and procedures
- Relationship Building
- Team Collaboration
- Creative Thinking
- Project Management
- Project Planning
Timeline
Prime Pharmacy Project Manager
Independent Pharmacies of Australia (IPA)
06.2024 - Current
Space Planning & Project Manager
The Platform Alliance Group (Now IPA)
04.2022 - 06.2024
Space Planning & CRM Coordinator
Pharmacy Platform (Now IPA)
09.2020 - 09.2022
Customer Relationship and Member Services
Advantage Pharmacy Group (Now IPA)
03.2017 - 09.2020
Graduate Certificate - Project Management
RMIT University
Certificate IV in Training And Assessment - Training And Assessment
Gippsland Tafe
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