Lycia Affleck
Summary
Results-driven Account Manager with a proven track record of progression from café management to four distinct sales roles, predominantly in on-the-road sales. This growth occurred in less than three years across the coffee roasting industry on a national scale. Specialising in client relationship management, sales strategy, and business development. I excel at fostering long-term partnerships, enhancing client satisfaction, and driving revenue growth. Skilled in managing complex supply chains, negotiating contracts, and streamlining operations for smooth product delivery. Experienced in troubleshooting and servicing coffee equipment, including minor machine and grinder maintenance, to ensure optimal performance for clients. Passionate about the coffee industry, with deep product knowledge and a strong understanding of market trends.
Overview
6
6
years of professional experience
Work History
Account Manager
Merlo Coffee Roasters
05.2024 - Current
- Customer engagement for alignment with their evolving needs, enhancing customer loyalty and retention
- Act as a key resource for resolving client issues, identifying challenges, and providing quick, effective solutions
- Actively seeking territory growth through leads and cold calls
- Organise and conduct preventative and emergency maintenance and repairs
- Work closely with internal stakeholders to ensure client deliverables are met on time and with high quality
- Provide clients with industry trends, product education and insights to support growth and development
- Prepare regular sales reports and identify growth opportunities within the team
- Represent company and promoted products at conferences and industry events
Key United Account Manager
Merlo Coffee Roasters
04.2022 - Current
- Supporting 130+ United Petroleum accounts within the Australian network
- Develop and maintain relationships with site managers, area managers, state and general managers
- Assist in new customer start-ups including equipment, stock, installation and staff training on a national scale
- Organise preventative maintenance and repairs
- Comprehensive data analytics to ensure account growth
- Successfully working to tight deadlines in a sometimes challenging and stressful environment
Business Development Manager
Merlo Coffee Roasters
05.2023 - 05.2024
- Responsible for seeking new wholesale partnerships within a state-wide territory, including extensive travel across Queensland
- Negotiated and closed long-term agreements with new clients in assigned territory
- Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion
- Active cold calling via telephone, email, and in-person cold calls
- Preparation of proposals and improved procedures
- Documenting client notes and updated account information in company databases
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
Wholesale Coffee Trainer
Merlo Coffee Roasters
04.2022 - 05.2023
- Improved employee performance by designing and implementing effective training programs
- Develop skills on a variety of equipment
- Facilitated virtual, in-person and blended training sessions
- Travel as required nationally
Restaurant Supervisor
Cowch - Southbank
01.2022 - 04.2022
- Trained new hires in food handling and safety protocols to boost knowledge and performance
- Conducted weekly and monthly staff meetings to review performance
- Monitored food inventory, preparation, production, and plating for quality control
- Directed both FOH and BOH employees through daily tasks and monitored performance
- Maintained accurate records of sales, labor, and other costs
Cafe Manager
Catalina Coffee Co
11.2020 - 01.2022
- Managed staff schedules and maintained adequate coverage for all shifts
- Purchased food and cultivated strong vendor relationships
- Trained cafe employees to consistently exceed customers' expectations and provide superior service
- Oversaw food preparation and monitored safety protocols
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed
- Grew cafe sales by effectively marketing business and improving customer relations strategies
Cafe Supervisor
Pump Nutrition Cafe
06.2020 - 11.2021
All Rounder
Botanical Gardens Café
02.2020 - 02.2021
Head Barista
Two Teaspoons Café
10.2018 - 06.2020
Education
Responsible Service of Alcohol & Barista Basics -
Online
01.2018
High School Diploma -
Indooroopilly State High School
Indooroopilly, QLD01.2017
Certificate II - Tourism
TAFE Queensland
South Bank, QLD01.2017
Certificate III - Business
TAFE Queensland
South Bank, QLD01.2017
Skills
- Account Managing & Expansion
- Business Development
- Contract Negotiation
- On-the-road Sales
- B2B Sales & Online Ordering Systems
- Skilled Trainer
- Market Analysis & Product Knowledge
- Territory & Nation-wide Management
- Equipment Troubleshooting & Maintenance
- In-person, phone and email cold calling
- Microsoft
- Client Relationship Building
- Word/Excel/Outlook
- Pipeline Development
- Prospect Targeting
- Competitor Analysis
- Territory Management
- Proposal Writing
Professional References
Reuben Aiono
- National Business Development Manager, Merlo Coffee Roasters
- 0410 418 486
Glenn May
- Senior Account Manager, Merlo Coffee Roasters
- 0434 485 811
Timeline
Account Manager
Merlo Coffee Roasters
05.2024 - Current
Business Development Manager
Merlo Coffee Roasters
05.2023 - 05.2024
Key United Account Manager
Merlo Coffee Roasters
04.2022 - Current
Wholesale Coffee Trainer
Merlo Coffee Roasters
04.2022 - 05.2023
Restaurant Supervisor
Cowch - Southbank
01.2022 - 04.2022
Cafe Manager
Catalina Coffee Co
11.2020 - 01.2022
Cafe Supervisor
Pump Nutrition Cafe
06.2020 - 11.2021
All Rounder
Botanical Gardens Café
02.2020 - 02.2021
Head Barista
Two Teaspoons Café
10.2018 - 06.2020
High School Diploma -
Indooroopilly State High School
Certificate II - Tourism
TAFE Queensland
Certificate III - Business
TAFE Queensland
Responsible Service of Alcohol & Barista Basics -
Online
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