Summary
Overview
Work History
Education
Skills
Timeline
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Kiki Tang

Melbourne,VIC

Summary

Dynamic Store Leader at Bupa with a proven track record in driving performance, team culture and enhancing customer satisfaction. Skilled in employee coaching and performance assessment, I foster high-engagement teams and implement innovative service models. Recognized for achieving targets through a detail-oriented approach and effective conflict resolution in a fast-paced retail environment.

Overview

4
4
years of professional experience

Work History

Store Leader

Bupa
11.2022 - Current


  • Optimized staff performance through regular evaluations, coaching sessions, and goal-setting initiatives.
  • Provide hands-on leadership to a high-performing retail team, driving a strong sales and service culture while delivering to store KPIs across acquisition, retention, and customer satisfaction.
  • Being able to use Power BI data to tell the story
  • Worked closely with Area Managers and corporate leaders on strategic planning initiatives and implemented Lab, CEB, CMA activities
  • Lead day-to-day operations of the retail store, including staff development, coaching, performance management, and operational efficiency.
  • Champion a customer needs-based approach, ensuring members understand the full value of their health cover while proactively resolving concerns and educating them on all accessible benefits.
  • Foster a high-engagement team environment through authentic leadership, continuous feedback, and recognition of individual and team contributions.
  • Drive the adoption of innovative service models, in-store technology, and health partner initiatives to elevate customer experience and operational capability.
  • Provide insights according to the data reported from different channels to seek improvement and celebrate wins with team
  • Support the development and implementation of new ways of working aligned with Bupa’s strategic goals, contributing to agile transformation initiatives
  • Take responsibilities including coaching and mentoring junior team members, assisting in recruitment, and supporting state leadership with compliance and reporting.
  • Monitoring and controlling quality compliances through verbal and process.


Assistant Store Leader

Bupa
04.2021 - 11.2023
  • Build and maintain strong relationships within the wider community to promote Bupa’s brand, products, and services, driving new member acquisition.
  • Collaborated with Store Leader to develop strategies for achieving sales goals and driving revenue growth.
  • Provide day to day support to the retail store leader. assist to foster a positive, authentic environment that encourages professional growth and motivates the team to deliver extraordinary performance.
  • Organize mini coaching session with team to equip with knowledge about products, customer service and store policies.
  • Assisting members with their day-to-day transactions by adopting a needs-based approach. Ensure members understand the full value of their health insurance products, addressing any concerns, unmet needs, and educating them about all accessible benefits.
  • Worked with store management to implement company safety programs and awareness, reducing customer complaints


Education

Bachelor of Business - Tourism Management

Swinburne University of Technology
Melbourne, VIC
02-2009

Skills

  • Detail-oriented
  • Goal driven
  • Team collaboration
  • Active listening
  • Multitasking
  • Attention to detail
  • Time management
  • Resource allocation
  • Employee coaching
  • Performance assessment
  • Documentation and reporting
  • Work Planning and Prioritization
  • Conflict resolution
  • Employee engagement

Timeline

Store Leader

Bupa
11.2022 - Current

Assistant Store Leader

Bupa
04.2021 - 11.2023

Bachelor of Business - Tourism Management

Swinburne University of Technology

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Kiki Tang