Kylie Poskus
White Hills,VIC
Summary
Professional leader prepared for this role. Proven ability to guide teams towards achieving Objectives and Key results and enhancing productivity. Reliable and adaptable, fosters a collaborative environment.
Positive background of managing diverse teams to achieve streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence.
Overview
16
16
years of professional experience
Work History
Team Leader
Montu
04.2024 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing feedback as needed.
- Empowering team members by delegating responsibilities according to individual strengths.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- 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.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
- Streamlined workflows for increased efficiency, ie the Wellbeing Support request.
- Lead by example, demonstrating commitment and professionalism that inspired team members to excel.
Team Leader/Operations Manager
TSA
01.2022 - 03.2024
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led onboarding and training of new hires to fulfill business requirements.
- Facilitated smooth collaboration between departments through clear communication channels.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analysed and reported on key performance metrics to senior management.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Developed and executed training programs that significantly improved team skills and morale.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
- Collected, arranged, and input information into database system.
Store Manager/Area Manager
Salvos Stores
01.2018 - 12.2020
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and onboarding new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organised backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Transformed underperforming teams into productive, profitable teams.
- Facilitated conflict resolution among team members, promoting open communication and fostering a positive workplace culture.
- Ensured compliance with all relevant regulations, maintaining detailed records and documentation as required.
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
Store Manager/Cluster Manager
Cotton On
01.2015 - 01.2018
- Monitored data analytics to identify trends, opportunities, and areas of improvement within the cluster operations.
- Maintained compliance with company policies, industry regulations, and best practices across all departments in the cluster.
- Conducted mandatory health, safety and maintenance checks in cluster shops.
- Managed cluster expenditure by adhering to set budget.
- Provided weekly income and quarterly cluster reports to company head office.
- Earned recognition for leadership excellence by consistently exceeding performance targets and promoting a culture of continuous improvement within the cluster management team.
- Achieved higher team performance by implementing effective coaching and mentoring strategies for cluster staff.
- Scheduled fire equipment servicing for shops within cluster.
- Monitored Store Managers and staff performance through quarterly performance reviews.
Area Manager
Just Group
11.2013 - 01.2015
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Implemented systems and procedures to increase sales.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Compiled and analysed data to determine approaches to improve sales and performance.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Built relationships with customers and community to establish long-term business growth.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Supervised various locations, enforcing high-quality standards of operation.
- Achieved high employee retention rates by creating an inclusive work environment where staff felt valued and supported.
- Improved overall efficiency by identifying areas of opportunity and implementing necessary changes.
- Developed and implemented strategies to improve customer service and increase sales.
- Resolved conflicts promptly to promote positive environment for customers.
- Transformed underperforming teams into productive, profitable teams.
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
Team Leader
Centrelink
01.2009 - 11.2013
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Established KPIs to oversee complaint volume, resolution time and other relevant metrics.
- Facilitated regular meetings with department heads to discuss ongoing complaint trends, share best practices, and develop strategies for improvement.
- Monitored performance metrics to identify trends in complaints and recommend improvements to business processes.
- Developed and implemented training programs to improve employee skills in managing customer complaints.
- Reduced the number of unresolved complaints by closely monitoring case progress and providing guidance on complex issues.
- Managed a team of complaint specialists, ensuring thorough and timely resolutions to customer issues.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted with complaint gap analyses and risk assessments.
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Ensured compliance with regulatory requirements by maintaining accurate documentation of all complaint investigations and resolutions.
Skills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- People Management
- Documentation And Reporting
- Performance Improvement
- Complex Problem-Solving
- Analytical Thinking
- Quality Improvement
- Conflict Resolution
- Coaching
- Call Center Operations
- Team building
- Decision-Making
- Excellent Communication
Timeline
Team Leader
Montu
04.2024 - Current
Team Leader/Operations Manager
TSA
01.2022 - 03.2024
Store Manager/Area Manager
Salvos Stores
01.2018 - 12.2020
Store Manager/Cluster Manager
Cotton On
01.2015 - 01.2018
Area Manager
Just Group
11.2013 - 01.2015
Team Leader
Centrelink
01.2009 - 11.2013
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