Mark Vassallo
Waterloo
Summary
Organised Team leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top level leadership. Excellent trainer and mentor.
Overview
10
10
years of professional experience
Work History
On Request
References
Team Leader
Flight Centre Travel Group
07.2022 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Develop team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Analyzed sales data regularly in order to identify opportunities for growth and expansion within the market along with driving KPI's.
- Meeting shop targets along with P&L expectations.
- Delivered excellent customer service by addressing inquiries promptly and courteously resulting in repeat business.
- Maintaining a 5 Star Finance rating.
- Maintaining one of the best CSAT scores in the state along with a 4.9 Google review score.
- Display red carpet experience both personally and thoughout the store.
Store Manager
Bp
02.2021 - 11.2021
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Controlled store inventory and reviewed cash handling and operations reports.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Completed daily paperwork and computer entry of sales data as established by management.
- Managed controllable P&L line items to improve margins.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Submitted reports to senior management to aid in business decision-making and planning.
Assistant Team Leader
Flight Centre
01.2015 - 11.2020
- Meets with clients to determine travel needs, budgets and preferences.
- Sells and coordinates transportation, accommodation, insurance, tours and activities.
- Advises clients regarding destinations, cultures, customs, weather and activities.
- Collects payments, books travel arrangements and pays applicable fees.
- Handles travel issues, conflicts, complaints, cancellations and refunds.
- Attends travel seminars and conferences.
- Maintains accurate records of bookings, payments, transactions, phone calls and meetings.
- Set incentives and realistic targets team members could achieve.
- Consistently reached monthly KPI's
- Created staff schedules, approved requested time off, and updated reports.
- Developed solid professional relationships with customers to create repeat business
- Worked with customer service representatives to handle escalated customer issues.
- Train and develop new employees
Manager
Dior / David Jones
2014 - 2015
- Coach and positively acknowledge new and existing team members to improve sales, service and productivity with in the store
- Meet monthly team sales targets and plan monthly projections both personal and for the team
- Demonstrate and create a world class shopping experience by helping customers select products to meet customer requirements
- Provide on-floor supervision, leadership and visibility for designated area of responsibility
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
- Monitored all company inventory to ensure stock levels are efficient for business needs
- Protected store assets and inventory via loss prevention procedures.
- Delivered product demonstrations and sample applications, raising exposure of key brands.
Assistant Store Manager (Multiple Sites)
Syd Tax & Duty Free
2012 - 2014
- Manage high workload under pressure and within strict timeframes.
- Creating and implementing new ideas to increase sales, standards and passengers satisfaction.
- Achieve sales budgets/targets for both team and stores.
- Demonstrate and create a world class shopping experience.
- Provide on-floor supervision and leadership for designated area of responsibility.
- Coach and positively acknowledge new and existing team members to improve sales, service and productivity with in the store.
- Address and resolve any customer enquiries, issues or complaints, and support issues resolution.
- Positively and constructively represent the company to external parties, team members, customers and stakeholders at all times.
- Comply with boarder protection allowances and security procedures.
- Responsible to manage multi site stores along with leading a large team with approx 100 team members.
Department Manager /Duty Manager
Woolworths Group
2002 - 2012
- Developed and implemented plans to maximize sales and meet or exceed goals and objectives.
- Communicated with managers of other departments to maintain transparency.
- Ordered inventory and reported discrepancies to control costs and maintain inventory levels.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Achieved financial objectives by preparing annual budgets, scheduling expenditures, analyzing variances and initiating corrective actions.
- Increased efficiency and team productivity by promoting operational best practices.
- Partnered with merchandising team to plan and execute floor moves, merchandise placement and overall sales set-up.
- Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
High School Certificate - undefined
Cert III Travel And Tourism
Cert IV Travel And Tourism
Cert III Retail Management
Cert IV Retail Management
Skills
- Excellent Customer Service
- Leadership/ Management
- SalesForce
- Sales expertise
- Performance improvement
- Complaint resolution
- Problem solving
- Strong work ethic
- Time Management
- Responsible
- Verbal and written communication
- Consulting
- Training and mentoring
- Team Building
Timeline
Team Leader
Flight Centre Travel Group
07.2022 - Current
Store Manager
Bp
02.2021 - 11.2021
Assistant Team Leader
Flight Centre
01.2015 - 11.2020
On Request
References
Manager
Dior / David Jones
2014 - 2015
Assistant Store Manager (Multiple Sites)
Syd Tax & Duty Free
2012 - 2014
Department Manager /Duty Manager
Woolworths Group
2002 - 2012
High School Certificate - undefined
Cert III Travel And Tourism
Cert IV Travel And Tourism
Cert III Retail Management
Cert IV Retail Management
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