Laura Galea
Summary
Encouraging manager who has an innate passion for improving the consumer experience, both online and in store. Talents for team building, leading and motivating. Proficient in using independent decision-making skills and sound judgement to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Retail Operations Manager – Comms
Hanes Australasia
03.2024 - Current
- Support store network of 450+ stores across Bonds, Bonds Outlet, Sheridan, Sheridan Factory Outlet and BNT
- Create, edit and publish HAA Newsletter weekly and distribute to 450+ stores
- Manage daily support and queries through Support inbox and World Manager
- Retail Directions management – user creation and terminations, store maintenance, neighbouring stores, set up of quarterly allowances
- New store build/Store closures/Relocations in SMS and general store maintenance
- Gift cards management through GIVEX
- Processing of invoices through HIPS
- Liaise with suppliers and manage communication/complaints coming from stores
- Creation of instructions/guides for Retail Ops Team for future training
- 3rd Party systems assistance/support and escalations for Kepler, Tru Rating, Classique, Hanes Shop
- Assist stores with ADYEN double charge/escalations/cash variance
- Collaborated closely with other managers to exchange best practices in retail operations management and drive continuous improvement across the organization.
- Oversaw all aspects of store operations, ensuring consistent compliance with company policies and industry regulations.
Online Customer Service Manager
Hanes Australasia
06.2022 - 09.2023
- Lead the contact centre to ensure the highest standards of customer experience are delivered
- Collaborate with the WFM on future rosters, leave blackout periods, campaigns etc
- Represent CX in cross functional forums
- Coach the team to achieve the service and productivity goals of the centre
- Provide training, upskill and mentor team members, offering them opportunities for development within Hanes
- Encourage Superuser capability and identify and develop succession
- Utilise agent promoter score as a key metric for coaching
- Internal and external stakeholder management
- Campaign engagement
- Collaboration with 3rd Party providers
- Manage refunds within structured DALs and financial controls
- Take escalated calls and interactions as required and provide role modelling and lead discussion in appropriate resolution of more difficult calls.
Consumer Relations Manager
Treasury Wine Estates
02.2020 - 06.2022
- Monitor the workload of the team daily and assist team members in prioritising appropriately
- Take escalated calls and interactions as required and provide role modelling and lead discussion in appropriate resolution of more difficult calls
- Support D2C for consumer sales campaigns and events, including developing and executing processes for managing consumer bookings & consumer communications
- Support ad-hoc sales campaigns by collating necessary information to facilitate the decision of Consumer Relations Team (CRT) resources required
- Develop strong relationships with internal marketing and sales teams to help manage the communication impact on the CRT
- Coach and develop all team members on a regular basis including ‘one-on-one' catch ups, call coaching and ad-hoc team discussions and empower the CRR role to manage and resolve escalating issues
- Develop and clearly articulate appropriate KPOs that deliver value adding behaviour and performances to the business
- Ensure team members understand the relevance and importance of CR processes and impact of the regulatory and legal environment
- Ensure team members are provided with accurate and adequate information to provide professional consumer support and sales
- Develop and maintain a library of standard consumer responses and internal knowledge and ensure team members understand the importance of clear, accurate & professional written and verbal communication.
2IC
Treasury Wine Estates
01.2019 - 02.2020
- Actively leading team members in the appropriate systems and platforms to register consumers
- Allocate cases to team and monitor average handle time
- Monitoring CRT member's adherence to documented processes and provision of coaching where required
- Monitor and identify trends relative to product or promotions etc
- And report to the Consumer Relations Manager
- Listen and monitor conversations taken place by the team to assist with coaching on best practice
- Monthly review of random sample of phone call recordings for each team member to identify areas for potential improvement and any deviations from process e.g
- Credit card details being recorded
- Assist with the daily calendar in the absence of the manager.
Penfolds Re-corking Clinic Coordinator
Treasury Wine Estates
09.2018 - 12.2018
- Monitored and managed bookings for over 1139 people across three states
- Booked in over 3674 bottles to be assessed and checked by the winemakers
- Worked at the Melbourne, Sydney, and Adelaide Re-corking Clinics.
Consumer Relations Representative
Treasury Wine Estates
02.2017 - 12.2018
- Respond to all consumer inquiries, queries, and complaints in a timely and professional manner
- Triage consumer concerns and complaints to ensure they are addressed efficiently
- Contribute to the amendment and/or development of consumer relations processes and procedures
- Conduct consumer surveys regularly, collate, interpret, and report the results to management in accordance with Company policy and within agreed timeframes
- Analyse all consumer correspondence received by the business, identify trends relevant to product development, marketing or promotions, and report these trends to the Consumer Relations Manager
- Liaise with quality and regulatory affairs regarding product issues (dietary components, product limitations, consumer feedback on quality)
- Contribute to the development of new campaigns/promotions
- Proactively identify and report to management any potential issues of media coverage, litigation and claims for damages
- Locate and process all replacement product stock and/or consumer credits in a timely manner.
Education
Bachelor of Arts - English And Communication
Victoria University
12.2013
Skills
New Employee Hiring
Problem-Solving
Policy and Procedure Enforcement
Work Planning and Prioritization
Time Management
Process Improvements
Interpersonal Relationships
Coaching and Mentoring
Culture Development
Employee Training and Development
Conflict Resolution
Team Collaboration
Timeline
Retail Operations Manager – Comms
Hanes Australasia
03.2024 - Current
Online Customer Service Manager
Hanes Australasia
06.2022 - 09.2023
Consumer Relations Manager
Treasury Wine Estates
02.2020 - 06.2022
2IC
Treasury Wine Estates
01.2019 - 02.2020
Penfolds Re-corking Clinic Coordinator
Treasury Wine Estates
09.2018 - 12.2018
Consumer Relations Representative
Treasury Wine Estates
02.2017 - 12.2018
Bachelor of Arts - English And Communication
Victoria University
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