Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kat McAlpine

Werrington Downs,NSW

Summary

I am a loyal ethical leader successful in managing every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.

I am a high-energy Leader bringing extensive experience in retail settings. Set and enforced consistent standards to maintain staff satisfaction and meet performance targets. Dynamic relationship-builder with organized nature and sound judgment focused on maximizing team efficiency.

Overview

31
31
years of professional experience

Work History

Employment Engagement

AtWork Australia
07.2023 - Current
  • Enhanced trainee engagement by incorporating interactive learning methods and real-world scenarios into training sessions.
  • Assisted management in refining training programs for increased employee retention and job satisfaction.
  • Delivered comprehensive instruction on essential job skills, leading to improved employee performance and productivity.
  • Optimized the learning environment by maintaining a well-organized and engaging training space for daily use.
  • Facilitated on-the-job training opportunities that allowed employees to apply newly acquired skills in real-world situations.
  • Increased employee confidence through hands-on practice exercises simulating actual work tasks during training sessions.
  • Strengthened interpersonal communication skills among employees by conducting specialized workshops focused on teamwork and collaboration techniques.
  • Manage vacancies, recruit, train and meet or exceed KPIs
  • Develop plans to ensure continuous growth for the company through reverse marketing and networking

Multi-Site Manager

Rockwear
11.2022 - Current
  • Conduct inspections of property grounds, buildings and equipment to identify maintenance concerns and direct timely repairs.
  • Communicate effectively with owners, residents and on-site team
  • Deliver emergency 24-hour on-call service for tenants on building issues.
  • Promote a positive customer experience through proactive attention to change in trends.
  • Analyse and evaluate monthly sales figures
  • Respond to Common Area Maintenance inquiries.
  • Implement annual operating budgets and forecasts, as well as sales and marketing plans.
  • Audit files and report issues requiring follow-up to the State Manager
  • Develop and implement customer service strategies that resulted in a 25% increase in customer satisfaction ratings.
  • Manage multiple stores with sales teams a team and provided training and coaching to improve their performance and ensure consistent delivery of high-quality service with a fantastic product.
  • Established and maintained strong relationships with key customers, resulting in repeat business and increased revenue.
  • Conducted regular customer feedback surveys and used the results to improve service offerings and address any areas of concern.
  • Developed and implemented customer retention programs, resulting in a 20% increase in customer retention rates.
  • Collaborated with cross-functional teams to ensure customer needs were met and issues were resolved in a timely and effective manner.
  • Managed customer complaints and worked to resolve issues to the satisfaction of the customer while maintaining company policies and procedures.
  • Analyzed customer data to identify trends and opportunities for improvement, resulting in increased efficiency and effectiveness of customer service operations.
  • Managed budgets and resources to ensure customer service operations were efficient and cost-effective.
  • Developed and maintained a positive and professional image for the company by delivering exceptional customer service and support.

Store Manager

Rockwear
12.2020 - 10.2022
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • 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.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Overseeing daily running of the Penrith store
  • Train and incentivise team to meet and exceed sales targets
  • Provide avenues for succession of my team
  • Ensure excellent customer service and satisfaction
  • Complete rosters and timesheets
  • Maintain store to visusl merchandisng standard
  • Monitoring of trade data reports to understand where the store can approve
  • Team building and continuous training and upskilling to assist with job satisfaction

Sales Assistant/Assistant Manager

Rockwear
01.2018 - 11.2020
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Fielded customer questions to share information about products, availability and pricing.
  • Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
  • Input credit and debit card payments in POS system to complete purchases.
  • Coached new sales staff on store policies and strategies for increasing revenue.

Team Leader Recruiter

Australian Defence Force
02.2013 - 11.2018
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Identified issues, analyzed information and provided solutions to problems.
  • Resolved problems, improved operations and provided exceptional service.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

Customer Relations Manager

Sydney Trains
03.1999 - 04.2003
  • Special Executive officer of Passenger Information
  • Responsible for overseeing the 9 customer Relations officers for each Sydney Trains sector
  • Management of the contract for Stellar call centre which held the contract for the 131500 customer information number
  • Development and implementation of training programs to ensure excellent customer service and outcomes
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
  • Conducted training and mentored team members to promote excellent customer outcomes and friendly service.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Established performance and service goals and held associates accountable for individual performance.
  • Assisted with conflict resolution during partnership negotiations and acquisitions.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.

Multi Site Station Manager

Sydney Trains
05.1993 - 04.2000
  • Multi Site Manager of west railway stations
  • Responsible for assessing, training and providing solutions for continuous improvement
  • Overseeing the security of cash flow and securities
  • Management of internal and external contracts worth millions of dollars
  • Providing and maintaining safety of multiple teams, and customers
  • Conducted training sessions to educate employees on best practices and procedures to increase profitability.
  • Resolved conflicts promptly to promote positive environment for customers.
  • Assessed reports to evaluate performance, develop targeted improvements and implement changes.
  • Transformed underperforming teams into productive, profitable teams.
  • Oversaw budget planning, strategy development, community outreach for organization.

Education

Graduate Diploma - Business Management

UTS
Sydney, NSW
12.1999

Skills

  • Excellent customer relationship building skills
  • I demonstrate empathy and understanding of customer / client needs
  • I have a strong work ethic and a strong desire to upskill myself and those around me
  • I posess excellent communication and organisational skills
  • I have extensive experience providing excellent customer service and a passion to help others
  • I have current sales experience with the ability to meet and exceed targets, I am KPI driven and sales focused I can train a team to provide an excellent customer service experience, while driving UPTs and AVG$
  • Solid attention to detail and the ability to multi-task, excellent for VM tasks
  • Strong verbal and written communication
  • I have leadership experience across a multi-site environment
  • I am managing my budget and rosters to ensure sales targets and KPIs are achieved
  • I ensure stores are operational at all times and minimise loss through loss prevention and ongoing training
  • I have extensive experience in recruitment and Onboarding
  • I am solution-focused & a problem solver
  • I develop strong brand awareness for my stores, establishing, maintaining training to expand my customer base
  • Influence, mentor, support and motivate my teams, I have a strong acumen for succession planning and have successfully trained and promoted a substantial number of team members out of my store to ASM and SM roles
  • I am a strong workplace trainer who provides a path to succession for my team
  • I do possess extensive multi-site and area manager experience for approximately 10 years
  • Proficient computers skills

Timeline

Employment Engagement

AtWork Australia
07.2023 - Current

Multi-Site Manager

Rockwear
11.2022 - Current

Store Manager

Rockwear
12.2020 - 10.2022

Sales Assistant/Assistant Manager

Rockwear
01.2018 - 11.2020

Team Leader Recruiter

Australian Defence Force
02.2013 - 11.2018

Customer Relations Manager

Sydney Trains
03.1999 - 04.2003

Multi Site Station Manager

Sydney Trains
05.1993 - 04.2000

Graduate Diploma - Business Management

UTS

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Kat McAlpine