Kay Karen De Graaf
Surf Beach,NSW
Summary
Collaborative leader and analytical problem-solver with dedication to partnering with colleagues to promote engaged and empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
Work History
Manager
ALDI Stores Australia
2018.10 - 2024.01
- Supported Store Manager in ensuring that A$1.8M seasonal store is running smoothly and achieving 90% Operational Efficiency, especially during summer when sales increase by about 60%.
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
- Contributed to all aspects of store, including serving customers, stacking shelves, merchandising new products, weekly/monthly specials, and Special Buys, cleaning and organising, and maintaining store standards.
- Controlled resources and assets for store activities to comply with industry standards and government regulations, i.e. Food Safety, WHS.
- Managed inventory - ordering, maintaining stock availability, and minimising loss.
- Conducted end-of-day reconciliation and weekly banking.
- Interviewed, onboarded, trained, coached, mentored, and led team of 20 members.
- Administered team schedule and roster - planning, plotting, and updating roster on Kronos.
- Checked and finalised timesheets for payroll submission.
Photographic Sales Consultant
Griffith Camera House
2017.09 - 2018.10
- Contributed to all aspects of store, including turning photos into customer's desired prints, merchandising products, providing basic technical support on in-store apps and products, processing payments, and cleaning.
- Advised customers on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Assisted Manager with mailing and banking.
Retail Pharmacy Assistant
Chemist Warehouse
2017.10 - 2018.09
- Contributed to all aspects of store, including serving customers, stacking shelves, merchandising catalogue promotions, cleaning, and maintaining store standards, i.e. date-checking, stock rotation.
- Handled inventory stock by counting items, checking delivery quantities, reviewing medication expirations and ordering additional products.
- Assisted customers in selecting over-the-counter medications and healthcare products.
- Facilitated smooth communication between pharmacists and customers, addressing concerns and answering queries with professionalism.
Subject Matter Expert / Senior Analyst
ADP (Philippines), Inc
2011.01 - 2016.03
- Responded professionally to queries from employees of the PEO clients (US) regarding the HCM product offerings: Payroll, Benefits, Time & Labor Management, 401K, and HR, with an emphasis on consultative approach and first-call resolution (FCR), especially during open enrolment when call volume increased by at least 100%.
- Ensured that proper documentation was done on Customer Relationship Management (CRM) tools.
- Liaised any issues or opportunities that arise from client queries with other ADP Departments and/or third-party vendors.
- Handled escalated issues and ensured proper and timely follow up and follow through on assigned cases are done within Service Level Agreement (SLA).
- Key Performance Indicators (KPI) included, but not limited to, customer satisfaction, quality, productivity, and reliability.
- As 2IC, assisted Direct Leader with admin tasks, training, auditing, and coaching team of 15 associates.
- Assisted Training Team in guiding new associates with tasks during their nesting period, i.e. assessing and coaching.
Customer Service / Technical Support Representative
Sykes Asia, Inc
2006.07 - 2010.11
- Troubleshot and resolved issues with US customer's postage machine, including sending field technician, as needed.
- Researched product and issue resolution tactics to address customer concerns.
- Utilised CRM software and knowledge base tools for documentation and research of every interaction.
- Support involved inbound and outbound calls, as well as emails.
- Met, if not exceeded, individual and team KPI's, comprising of customer satisfaction, technical skills, cross-selling, quality, productivity, and reliability.
- Cross-trained across 4 roles in the department.
Education
Certificate IV in Human Resource Management -
Easy HR
02.2025
Certificate IV in Accounting And Bookkeeping -
TAFE NSW
12.2024
Skills
- Customer-Centric Service
- Research and Problem-Solving
- Analytical and Critical Thinking
- Decision-Making
- Troubleshooting and Technical Proficiency
- KPI and Retail Management
- Computer Skills - MS Office Suite, CRM Tools, POS Systems and Ordering Platforms, Kronos, and Administrative
- Active Listening
- Effective Communication
- Relationship-Building
- Teamwork and Collaboration
- Team Leadership
- Attention to Detail
- Strong Work Ethic and Professionalism
- Organisation and Time Management
- Adaptability and Eagerness to Expand Knowledge
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager
ALDI Stores Australia
2018.10 - 2024.01
Retail Pharmacy Assistant
Chemist Warehouse
2017.10 - 2018.09
Photographic Sales Consultant
Griffith Camera House
2017.09 - 2018.10
Subject Matter Expert / Senior Analyst
ADP (Philippines), Inc
2011.01 - 2016.03
Customer Service / Technical Support Representative
Sykes Asia, Inc
2006.07 - 2010.11
Certificate IV in Human Resource Management -
Easy HR
Certificate IV in Accounting And Bookkeeping -
TAFE NSW
- Career Essentials in Administrative Assistance by Microsoft and LinkedIn, 03/2024
- ALDI WHS & RTW Training for Managers, Riskexec Pty Ltd, 06/2022
- Provide First Aid and Basic Emergency Life Support, Allens Training Pty Ltd, 11/2021
- Emerging Leaders Program - 3-month blended learning, ADP (Philippines), Inc, 2015
- The 7 Habits of Highly Effective People by Stephen Covey Training, ADP (Philippines), Inc, 2015
Certification
- Career Essentials in Administrative Assistance by Microsoft and LinkedIn, 03/2024
- ALDI WHS & RTW Training for Managers, Riskexec Pty Ltd, 06/2022
- Provide First Aid and Basic Emergency Life Support, Allens Training Pty Ltd, 11/2021
- Emerging Leaders Program - 3-month blended learning, ADP (Philippines), Inc, 2015
- The 7 Habits of Highly Effective People by Stephen Covey Training, ADP (Philippines), Inc, 2015
Volunteer Experience
Treasurer, Griffith Filipino-Australian Community, 12/2017-10/2018, Griffith, NSW
Supported Causes
- Red Cross Australia - Lifeblood
- WWF-Australia
Interests and Hobbies
- Docuseries
- Yoga
- Walking
- Cooking/Baking
- RPG & MMO-RPG
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