KAYLA KAPPEN
Calderwood
Summary
Highly motivated and customer service focussed, excellent at juggling multiple tasks and working under pressure. I am willing
to work hard and complete any task given. Have demonstrated the ability to work within a team environment but also
independently when required.
Overview
20
20
years of professional experience
Work History
Assistant Manager/Department Manager
McDonald's
02.2010 - 06.2016
- Managing the shift to deliver exceptional customer service
- Working towards setting targets
- Training and hiring
- People development
- Rostering
- Delegating tasks
- Controlling safety and security
- Managing profit
- Coaching and counselling
- Accepting deliveries
- Answering and handling telephone enquiries
- Stock management
- Computer skills
- Maintaining and achieving stat and yield goals
- Stocktaking
- organising and filing
Crew Member
01.2005 - 01.2010
McDonalds - Warilla
- Casual employment McDonalds Customer Service Payment handling - both cash and eftpos Working with a team Time management Food preperation Merchandising General Cleaning.
Duty Manager
City Beach Australia
06.2016 - 07.2017
- Supporting the store manager in running the store
- Delegating tasks
- Handing out hourly targets to employees
- Customer service
- Rostering
- Hiring
- Inventory
- Visual Merchandising
- Loss prevention
- Stock refill
Store Manager
City Beach Australia
06.2017 - Current
- Running the store
- Managing a magement team of four people and 40 casuals
- inventory
- promotions
- Hiring
- Training new employees/ managers
- Training school based trainees
- succession planning
- Performance management
- Customer complaints
- Loss prevention
- Setting targets
- Time management
- Stock control
- Following up on all employees
Grocery Manager
Coles Supermarkets
07.2019 - 01.2023
- Engaged customers and provided very high level of service and support, helping find desired products and items.
- Delegated tasks and duties to grocery staff and clearly communicated timeframes for completion.
- Organized efficient merchandise replenishment strategies to keep shelves stocked and well-organized for customers.
- Performed key tasks to promote inviting grocery store appearance.
- Ran the store on the store managers days off / annual leave
- Completed rosters for the grocery department
- Lead team meetings/ manager meetings
- Resolved customer complaints
- Managed the Grocery inventory to ensure the correct stock levels were maintained throughout the store
- Kept grocery team operations in strict compliance with workplace standards and food safety requirements to maintain optimal health protection.
- Enhanced store presentation through regular merchandising updates and innovative display techniques.
- Coordinated with other departments for smooth cross-functional collaboration, enhancing overall store performance.
- Strengthened profits by reducing waste, controlling shrinkage, and increasing team efficiency with optimized workflows.
- Conducted regular performance evaluations to identify areas for improvement within the team.
Lending Team Leader
Red Tree Finance
01.2023 - 11.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Determine client eligibility for loan by conducting a risk and affordability assessment
- Send loan contracts
- Disburse loan funds
- Resolve customer complaints if the support team were unable to resolve them
- Manage the refinance/ return customer applications
Education
Higher school Certificate- Graduated Warilla High -
2007
Skills
- self-motivated
- strong verbal communication
- conflict resolution
- Extremely organised
- Computer literate
- Team Leadership
- Process implementation
- Ability to adapt to change
- Staff development
- Excellent customer service
- Great time management
- Ability to work in a high pressure environment
- Work towards achieving set targets
Personal Information
Drivers License: Full License Class C
References
References
Sophie Barnard- Director, Red Tree Finance
0435794703
Daniel brown- store manager coles
0432 060 738
David Breasley- Assistant store manager coles
0435 510 943
Timeline
Lending Team Leader
Red Tree Finance
01.2023 - 11.2024
Grocery Manager
Coles Supermarkets
07.2019 - 01.2023
Store Manager
City Beach Australia
06.2017 - Current
Duty Manager
City Beach Australia
06.2016 - 07.2017
Assistant Manager/Department Manager
McDonald's
02.2010 - 06.2016
Crew Member
01.2005 - 01.2010
McDonalds - Warilla
Higher school Certificate- Graduated Warilla High -
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