Kylie O'Neil
Nhulunbuy,NT
Summary
My history in management has allowed me to recognize the importance working with a good team.
My work history also shows that I have come from a variety of different customer centric industriesnhgvhgvgcgcnhbjvcgtfnhyvbgcnhbhntgchtvjhvcngfcvhgvnhgv
Overview
22
22
years of professional experience
Work History
Area Manager
Direct Appliance Rentals - Cairns/Caboolture
Cairns, QLD
04.2020 - 02.2024
- Customer Service – assisting clients from many different backgrounds, some with English as a second language. The role required a high level of communication, as clear and concise contact with customers was essential via phone, email and sometimes in person. Cultivation of customer relationships saw repeat customers and increased business turnover.
- Assessment of financial documents – assessment of relevant documents to clearly show a customer’s financial position. This assessment process required high attention to detail and needed to be performed within the Franchisors framework as well as relevant Government acts. Detailed written accounts of all interactions and outcomes were non-negotiable.
- Compliance – a highly regulated industry working within the frameworks of Government credit legislation including the National Consumer Credit Protection Act 2009 and ASICs regulatory guidelines as it applies to financial services and the Privacy Act. We also had to maintain adherence to the compliance manual of the Franchisor. My responsibility here was to ensure, we always maintained best practice.
- Documents and filing – abiding by strict privacy obligations, all customer documents are kept under a password protected file. Attention to detail was required as some of these documents had legal and financial ramifications.
- Purchasing and Logistics – Once a lease was approved, we sourced the item and worked back with relevant suppliers and freight companies to ensure items were received in a timely manner. Within this was negotiations to ensure we obtained best pricing.
- Accounts payable – managing payment of all monthly accounts. Use of Quickbooks to send purchase orders and reconcile. Working within structured guidelines to recoup monies not being paid.
- Computer literacy – Apple Format - Adobe, QuickBooks, Microsoft Office suite – Word, Excel, Outlook. Specific database designed by the Franchisor was used daily to record assessment, communications, and collections activities.
Merchandise Operations Manager
Myer
Adelaide, SA
08.2017 - 04.2020
- Stock flow Management – as a national retailer the management of stock was high priority. This role encompassed the management of all support activities involved in delivering efficient stock replenishment, as well as online fulfillment activities. Leadership of the logistics and online team with a focus on productivity, compliance, and safety.
- Safety - develop, implement, and monitor health and safety plans to improve store safety performance in alignment with business KPIs. This was achieved through the formation of a committee, actively discussing, and promoting safety practice throughout the store. Detailed compliance checks and adherence to Risk and Safety Strategies was a priority.
- Shrinkage – directly linked to store budgets and KPIs the role required that I develop tactics to control and manage Store shrinkage including co-ordination of key events such as scan count, committee formation and the management of security personnel and plant.
- Facilities Management - coordination of all scheduled store maintenance to come in line with budgets. Working alongside various contractors to achieve objectives whether these be scheduled or tendered. All stationery and IT supplies. Register maintenance.
- Compliance – Throughout all key metrics there were compliance activities. My responsibility was to maintain all regular compliance checks to stay in line with company policy. This was regularly audited.
- Customer Service – the company placed high priority in customer experience and satisfaction. My role was to actively drive a high performance, customer focused culture, specifically on how non-customer facing activities can impact this. High customer traffic
- Rostering – working within strict budgets, we used the Kronos rostering system which was linked to our pay role. I managed the rostering for the logistics, online and HUB team members. My role was also responsible for the rostering of special events like stocktakes/scan counts. Although we had tight budgets, we also had to make sure that productivity was at its highest.
- Performance Management – the company used a customer feedback system to help improve the performance of team members, we managed this through coaching and various online training modules. If behaviors continued, we worked within HR guidelines to assist the team member.
- Staff onboarding – conducting interviews for new team members and management. Onboarding at Christmas had very involved selection process that involved role play peak season scenarios to ensure team members understood the role.
- Computer literacy – PC format. Microsoft Office – Word and Excel Outlook. Kronos, Retek. Myer used databases specifically designed for them and the team and included, but not limited to reports on cash management, customer feedback, fulfillment, daily sales results and targets and safety results.
Assistant Manager/General Manager
The Crown Hotel - Cairns
Cairns, QLD
02.2008 - 08.2017
- Hiring of Staff – a busy and transit tourist town, we employed staff regularly. I implemented an induction procedures as well as guidance and support to staff members on daily tasks and events. Maintained training registers in compliance with Government licensing regulations. Organized all rostering and work coverage.
- Retail Stock Control – The hotel was a part of The Bottlemart group but also had one of the most extensive wine and liquor ranges in the area. Developed and maintained solid working relationships with wholesalers and winemakers.
Assistant Manager
Gove Country Golf Club
Nhulunbuy, NT
05.2005 - 01.2008
- Events – coordination and organisation of various golf days, market days, weddings. Working back with clients to ensure their needs were met.
- Customer Service – general bar duties, serving drinks.
Administration Officer
Arafura Times
Nhulunbuy, NT
02.2002 - 05.2005
- General Admin - As well as our own office admin responsibilities, we offered services to the community, photocopying, laminating, printing manuals/docket books, binding, typing. Organized and maintained filing systems for physical and electronic documents.
- Copywriting - Researched and wrote stories on a variety of topics, covering local events, interviewing community members and visitors to create light human interest stories. Working to tight deadlines as the paper was published weekly. Edited copy written by other reporters.
- Graphic Design and Typesetting - Adobe PageMaker was predominately used to construct the paper. Local business used us to create adverts for their needs.
Education
High School Diploma -
Cabra Dominican College
Adelaide12-1996
Skills
- Relationship building and management
- Collaboration
- Operations Management
- Facility Inspections
- Staff Training and Development
- Employee Scheduling
Timeline
Area Manager
Direct Appliance Rentals - Cairns/Caboolture
04.2020 - 02.2024
Merchandise Operations Manager
Myer
08.2017 - 04.2020
Assistant Manager/General Manager
The Crown Hotel - Cairns
02.2008 - 08.2017
Assistant Manager
Gove Country Golf Club
05.2005 - 01.2008
Administration Officer
Arafura Times
02.2002 - 05.2005
High School Diploma -
Cabra Dominican College
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