Kate Sutton
19 Crystal St, Happy Valley,QLD
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organisational efficiency. Demonstrated experience managing company assets and developing people for future growth. Strategic planner, talented in seeing multiple options for improvement, operational streamlining, and potential growth.
Overview
18
18
years of professional experience
Work History
Founder and Manager
Commercial Cleaning Business – Oamaru Commercial Cleanin
2020.01 - 2023.01
- Established and operated a successful Commercial Cleaning Business
- Built strong rapport with clients, fostering lasting relationships from time of contract sign-up
- Managed team of 5 staff, overseeing contracts, health and safety, and daily operations
- Secured new contracts, developed cleaning schedules, and implemented cleaning standards/procedures
- Demonstrated expertise in people management, ensuring a high level of service delivery
- Maintained contracts and rostering of staff across 20 different business sites.
Owner and Manager
2Gypsies Furniture & Homewares Store
2017.01 - 2019.01
- Successfully owned, operated, and managed small retail business, specialising in furniture and homewares
- Imported own furniture and homewares
- Led merchandising efforts, created eye-catching displays, and managed tstore's online presence
- Implemented pricing structures aligned with market analytics and emerging trends
- Introduced staff incentives to drive sales and performance
- Managed payroll through Thankyou Payroll and maintained all business accounts using Xero
- Supervised team of 4 staff members
- Achieved recognition in New Zealand House & Garden Magazine and founded the Port Chalmers Retail Collective Group.
Area / Brand Leader
Cruiseabout – Flight Centre Travel Group
2015.01 - 2016.01
- Managed 9 stores (8 retail & 1 online) and led a team of 50 people
- Played key role in new store openings, profit growth, and budget planning
- Coordinated and conducted training for emerging leaders and team leaders
- Liaised with all local Area Leaders, and General Managers to share learnings and feedback on travel market and opportunities to improve and grow teams and sales
- Completed yearly sales plans, monthly reports process documents to track progress against overall budget
- Led and implemented strategic organisational change
- Organised a monthly award evening within boundaries of financial budget
- Created PowerPoint presentations for monthly awards dinners
- Presented awards to staff at monthly awards dinners
- Event and Conference planning and implementation for area awards, annual national Cruiseabout conference & ball, Team Leader and Assistant Team Leader Conferences
- Organised and hosted staff educational trips and familiarisation tours on board cruise ships
- Worked and built relationships with representatives of wholesale companies, airlines and cruise ship companies
- Worked alongside Human Resources to manage staff, issue warnings implement employee improvement plans
- Met monthly with each Team Leader to review previous month's store performance
- Guided Team Leaders with leadership and management of their teams with sales, training, recruitment and performance management
- Achieved the distinction of being the first Part-Time Area Leader in Australia.
- Planned, implemented, and tracked sales and marketing strategies to promote brand products...
- Analysed customer feedback and market trends to make informed decisions about product and brand messaging.
- Built strong relationships with key stakeholders by effectively communicating brand vision, strategy, and goals.
- Incorporated product changes into marketing messages to drive customer engagement and maximise profits.
- Coordinated promotional events such as trade shows or product launches, generating buzz around the brand while fostering valuable business connections.
- Organised and delivered training sessions for new product content and technological advancements.
Team Leader – Emergency Assistance Team Call Centre
Corporate Traveller, FCM & FCBT, Flight Centre Travel Group
2011.01 - 2015.01
- Collaborated with BDMs and Area Leaders to ensure consistent high-level service meeting Service Level Agreements
- Drove financial results and KPIs, coached and developed team members, and increased annual Total Transactional Value by 20%
- Managed and trained a team of 10 Travel Managers
- Responsible for Australia-wide after-hours emergency calls for all corporate clients including dignitaries and CEO's of large Australian Organisations
- Managed phone systems, ticketing of airline tickets and reissues of tickets
- Prioritising calls and managing staff in pressured call centre environment to maintain contracts and meet and exceed Service Level Agreements
- Conducted monthly one-on-one meetings with each Travel Manager to review and guide on changes needed based on the previous months' performance
- Conducted daily reporting to various stakeholders and managed high call volumes, prioritising emergencies for the best customer outcomes.
- Devised and implemented processes and procedures to streamline operations.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Team Leader
Flight Centre Stores, Flight Centre Travel Group
2005.01 - 2011.01
- Managed and led 3 highly successful Flight Centre Retail stores
- Brought all 3 Stores into the top 10 of Western Australia for Profit and Turnaround
- Achieved global recognition for highest turnaround store and profitability stores
- Exceeded daily, weekly, and monthly sales targets & KPI'S
- Trained new staff in Galileo (an international Global Distribution System connecting airlines, car hire and hotels for bookings) Maintained own customer base
- Conducted monthly one-on-one meetings with all store travel consultants to review and guide changes needed based on previous months' performance
- Increased profit, consultant average commission, and total transaction value
- Responded promptly to client inquiries, issues, and complaints, providing effective solutions
- Managed travel arrangements for various clientele, including groups, executives, and special needs clients
- Sold and issued travel insurance documentation as well as helped customers with claims
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Generated reports detailing findings and recommendations.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Evaluated customer needs and feedback to drive product and service improvements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Created and managed project plans, timelines, and budgets.
Education
Advanced Leadership / Area Leader Training -
Peopleworks Flight Centre
Brisbane, QLD11.2016
Coaching - People & Leadership -
Peopleworks Flight Centre
Brisbane, QLD11.2016
Change Management -
Peopleworks Flight Centre
Brisbane, QLD11.2016
Assistant Team Leader Training -
Peopleworks Flight Centre
Brisbane, QLD12.2014
Time Management -
Peopleworks Flight Centre
Brisbane, QLD10.2014
Certificate IV Frontline in Frontline Management -
Franklyn Scholar
Perth, WA12.2010
Public Speaking / Presentation Skills -
Peopleworks Flight Centre
Brisbane, QLD06.2010
Customer Engagement -
Peopleworks Flight Centre
Brisbane, QLD01.2010
Team Leader Training -
Peopleworks Flight Centre
Brisbane, QLD07.2006
Skills
- Business Leadership and Management
- Business Planning and Budgeting
- Customer Service Excellence
- Sales Strategy and Execution
- Microsoft Office Proficiency
- Contract Management
- Motivating Teams
- Quality Assurance Controls
- Recruitment and hiring
- Data Analysis
- Staff Management, Training & Development
References
Available on request
Timeline
Founder and Manager
Commercial Cleaning Business – Oamaru Commercial Cleanin
2020.01 - 2023.01
Owner and Manager
2Gypsies Furniture & Homewares Store
2017.01 - 2019.01
Area / Brand Leader
Cruiseabout – Flight Centre Travel Group
2015.01 - 2016.01
Team Leader – Emergency Assistance Team Call Centre
Corporate Traveller, FCM & FCBT, Flight Centre Travel Group
2011.01 - 2015.01
Team Leader
Flight Centre Stores, Flight Centre Travel Group
2005.01 - 2011.01
Advanced Leadership / Area Leader Training -
Peopleworks Flight Centre
Coaching - People & Leadership -
Peopleworks Flight Centre
Change Management -
Peopleworks Flight Centre
Assistant Team Leader Training -
Peopleworks Flight Centre
Time Management -
Peopleworks Flight Centre
Certificate IV Frontline in Frontline Management -
Franklyn Scholar
Public Speaking / Presentation Skills -
Peopleworks Flight Centre
Customer Engagement -
Peopleworks Flight Centre
Team Leader Training -
Peopleworks Flight Centre
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