Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jess Hagan

South Maclean,QLD

Summary

I feel I excel in the retail industry because I have been involved in this for over 20yrs and therefore I have a high level of customer service. From experience I have a broad knowledge in the area of retail and business management. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

23
23
years of professional experience

Work History

Franchisee

Brumby's Bakery Sherwood
07.2010 - 12.2022
  • Food Safety Supervisor, Setting Targets (Daily & Monthly), Daily production & Daily wastage control, Managing staff of up to 12, Rostering, Ordering stock & stock control, Understanding P & L's & COG's, Staff Evaluations, Basic Coffee making skills, High level Customer service, Daily cash handling/banking, Staff Training, Merchandising, Multi-Site Operator
  • Managed day-to-day operations, overseeing staff scheduling, inventory management, and financial reporting.
  • Built strong relationships with suppliers, negotiating favorable terms and ensuring timely delivery of products and services.
  • Optimized staffing levels during peak hours to ensure optimal customer service while minimizing labor costs during slower periods throughout each day.
  • Ensured compliance with all franchisor requirements, maintaining high standards in product quality and customer service.
  • Collaborated with fellow franchisees on best practices sharing to optimize operations across multiple locations within the network.
  • Improved overall customer experience by consistently delivering exceptional service and promptly addressing any issues or concerns.
  • Fostered a positive work environment by addressing employee concerns promptly and effectively resolving conflicts as they arose.
  • Streamlined operational processes for improved efficiency and reduced costs across all aspects of the franchise business.
  • Implemented cost-saving measures through careful budgeting, expense tracking, and resource allocation.
  • Enhanced employee satisfaction with comprehensive training programs and regular performance evaluations.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • 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.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Identified areas for improvement in store layout design, enhancing overall appearance while maximizing space efficiency for an improved shopping experience.
  • Increased franchise revenue by implementing effective marketing strategies and promoting customer loyalty programs.

Manager

Brumbys Park Ridge
02.2003 - 06.2010
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Assisted with hiring, training and mentoring new staff members.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Completed point of sale opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
  • Developed and implemented successful staff incentive programs to motivate employees.
  • Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
  • Implemented a loyalty program that boosted repeat business and increased overall sales revenue.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Interacted well with customers to build connections and nurture relationships.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.
  • Reported issues to higher management with great detail.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.

Sales Assistant

Brumbys Park Ridge
09.1999 - 02.2003
  • Customer Service, Cleaning, Food safety, Baking of bakery products, Team meetings, Cash handling/Banking, Targets & daily Production
  • Processed transactions accurately while maintaining a high level of customer service.
  • Increased sales by building strong customer relationships and providing excellent service.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
  • Met and exceeded sales targets consistently, contributing to overall team success.
  • Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
  • Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.

Education

Certificate III in Retail -

TAFE Queensland Brisbane
01.2003

Completed High School (Year 12) -

Sunnybank State High School
01.2000

Skills

  • Team Building
  • Time Management
  • Reliability
  • Customer Oriented
  • Willingness to Learn
  • Brand Compliance
  • Training Oversight
  • Franchise Relations
  • Operations Management
  • Customer Service
  • Team Leadership
  • Decision-Making
  • Effective leader
  • Customer Relations
  • Employee Motivation
  • Inventory Tracking and Management
  • Strategic Planning
  • KPI Tracking
  • Budget Control
  • Records Organization and Management
  • Operations Oversight
  • Performance Improvement
  • Staff Scheduling
  • Sales Tracking
  • Performance Improvements
  • Employee reviews
  • Cost Control
  • P&L Management
  • Supplier Monitoring
  • Business Leadership
  • Quality Assurance
  • Recruitment
  • Scheduling

Languages

English

Timeline

Franchisee

Brumby's Bakery Sherwood
07.2010 - 12.2022

Manager

Brumbys Park Ridge
02.2003 - 06.2010

Sales Assistant

Brumbys Park Ridge
09.1999 - 02.2003

Certificate III in Retail -

TAFE Queensland Brisbane

Completed High School (Year 12) -

Sunnybank State High School

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Jess Hagan