MEGAN KERR
Ellenbrook
Summary
Results-driven and forward-thinking professional dedicated to excelling in fast-paced, results-oriented environments. Recognized for delivering exceptional customer service and tackling challenges with a steadfast commitment to achieving excellence. Seasoned Assistant Manager with expertise in sales, team leadership, financial management, and inventory control. Committed to maintaining comprehensive knowledge of company offerings to ensure top-tier customer satisfaction.
Overview
20
20
years of professional experience
Work History
Assistant Store Manager
Smokemart & Giftbox
Ellenbrook, WA
03.2025 - Current
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Trained and guided team members to maintain high productivity and performance metrics.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Interacted well with customers to build connections and nurture relationships.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Contributed to team sales goals by upselling products and services to customers.
Assistant Store Manager
Baby Bunting
Midland, WA
04.2024 - 11.2024
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced operational risks while organizing data to forecast performance trends.
Storage Consultant
Storage King
Ellenbrook , WA
10.2023 - 02.2024
- Supporting the day-to-day management of the store and work hand in hand with the management team to deliver exceptional store results and customer service.
- Evaluated customer requirements to recommend appropriate storage solutions.
- customer sales, service, administrative support and facility maintenance.
Guest Service Manager
Hawaiian
Forrestfield, WA
03.2023 - 09.2023
- Acting as the brand ambassador for Hawaiian serving as the primary resource for information and assistance for tenants, customers, the community and contractors. All stakeholders are equally important.
- Follow the process in place to ensure all queries, feedback and issues, whether verbal or written, are noted and communicated to relevant team members. Complete and distribute the main weekend communication to the team via the Weekend Report.
- Ensure the property is presented at the Hawaiian standard at all times, noting to relevant team members where improvements or repairs are required and ensuring follow-up action is completed. Report any issues to the relevant area, i.e. property management, facility management, marketing, via the Weekend Report for non-urgent matters or by phone and email for matters of an urgent nature.
- Observe the on-site Guest Services contractors at the shopping centre.
- Responsible for ensuring that OHS policies and procedures directed by the OHS Officer are followed in all instances.
- Work collaboratively with the Marketing and PR team members to assist with the delivery of the shopping centre marketing messages.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Scheduled service appointment to resolve complex, site-specific issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Led team engagement to assist cross-functional departments and achieve goals.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Evaluated building condition, workflow and service quality to keep operations in compliance with requirements.
- Contacted tenants to collect overdue rent or to discuss other important issues.
- Handled tenant/ retailer complaints and expedited maintenance requests.
- Supervised day-to-day facility operations in accordance with set policies and guidelines.
- Identified internal problems and recommended solutions to upper management.
- Assisted management in making important decisions by collecting, organizing and modeling data.
Assistant Store Manager/ Approved Manager
BWS
Aveley, Western Australia
05.2018 - 02.2023
- Delegated work to staff, setting priorities and goals.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Prepared staff work schedules and assigned team members to specific duties.
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Handled scheduling for store shifts to achieve adequate staffing.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Heavy and repetitive manual tasks
- Operation of Pallet Jack around store safely
- Receive and order stock ensuring invoice details match to shipment
- traveled between store locations to assist other managers
Assistant Manager
GG's Balloons
Belmont, Western Australia
01.2013 - 01.2014
- GG’s Balloons is a party and balloon store, that focuses heavily in the corporate market along with general public
- Creating the picture perfect event/ function
- Opening and closing procedures
- Stock ordering
- Merchandising
- Recruit and Staff training
- Issuing refunds or compensation to customers
- Function and Event setup and pack ups
- Corporate liaison and complaints
- Making sure the shop floor runs smoothly
- Meet the store's monthly targets and handle budgets
- Deal with any enquiries and complaints and monitor customer service
- Serve customers as needed
- Put together the rotas and shifts
- Check that the products you sell are well displayed
- Managing deliveries
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
Sales Assistant
TS14
Kalgoolie, Western Australia
01.2012 - 01.2012
- Welcome and advise customers
- Ensuring shop floor was well presented and kept neat, tidy and organised
- Handle payments
- Issuing refunds or compensation to customers
- Arrange ordering and delivery of new stock required
- Receive deliveries from suppliers and process correctly
- Money handling and banking
- Meeting Monthly/Weekly KPI
- Opening and closing procedures
Retail Sales Assistant/ 2IC Manager
City Chic
Carousel, Western Australia
01.2006 - 01.2009
- Greeted customers and offered assistance in finding needed items.
- Resolved customer complaints regarding sales and service.
- Delegated tasks and communicated expected deadlines to team members, supervising task completion.
- Ensuring shop floor was well presented and kept neat, tidy and organised
- Handle payments
- Arrange ordering and delivery of new stock required
- Receive deliveries from suppliers and process correctly
- Issuing refunds or compensation to customers
- Staff training
- Travel between stores when required
- Money handling and banking
- Meeting Monthly/Weekly KPI
- Opening and closing procedures
- Observed team members interacting with customers and privately offered feedback and coaching to improve skills.
- Supervised bank deposits and inventory receipts as part of closing procedures.
- Supported sales team members to drive growth and development.
Function and Events Coordinator
Rottnest Express
01.2009 - 01.2009
- Coordinate details of events such as conferences, weddings, birthdays, anniversaries, charity events, surprise parties, trade shows, sales meetings, business meetings, employee appreciation events
- Calculate budgets and ensure they are adhered to
- Book talent, including musicians, bands, and DJs
- Hired, trained and supervised volunteers and support staff required for events.
- Select chefs or catering companies to prepare food for event
- Sample food and select dishes for menus
- Visit venue to plan layout of seating and decorations
- Developed diagrams and floor plans with event setup requirements.
- Schedule speakers, vendors, and participants
- Coordinate and monitor event timelines and ensure deadlines are met
- Coordinated vendors, timelines and budgets for events.
- Initiates, coordinates and/or participates in all efforts to publicize event
- Edit and design promotional materials
- Prepare presentations
- Develop and oversee fundraising events
- Negotiate and secure event space
- Secure sponsorships
- Work with printer and designer to develop event invitations
- Create invitee list
- Send out invitations and manage RSVP list
- Hire staff to manage the event, including bouncers and security personnel
- Manage correspondence
- Coordinate event logistics, including registration and attendee tracking, presentation and materials support and pre- and post-event evaluations
- Keep inventory of backdrops, projectors, computers, and other display materials.
Office and Customer Service Supervisor
Rottnest Express
North Fremantle, Western Australia
01.2006 - 01.2009
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Helping to develop and implement a customer service policy for an entire organisation
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Finding ways to measure customer satisfaction and improve services;
- Managing a team of customer services staff
- Handling face-to-face enquiries from customers
- Providing help and advice to customers using the organisation's products or services;
- Communicating courteously with customers by telephone, email, letter and face to face;
- Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
- Answered phone calls and responded to questions and concerns.
- Issuing refunds or compensation to customers;
- Keeping accurate records of discussions or correspondence with customers;
- Developing feedback or complaints procedures for customers to use;
- Improving customer service procedures, policies and standards for the organisation or department;
- Meeting with other managers to discuss possible improvements to customer service;
- Being involved in staff recruitment and appraisals;
- Training staff to deliver a high standard of customer service;
- Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
Education
Certificate III Attractions And Theme Parks - Hospitality and Tourism
North Metropolitan TAFE
Midland, WAPOLICE CLEARANCE
WWC -Working With Childrens Check
SITHFAB002- Provide Responsible Service of Alcohol - RSA - LIQUOR AND GAMING
ACCESS ALL AREAS TRAINING
05.2018
Manage Legislative Responsibilities For The Sale, Supply And Service of Liquor- MLPLCA401A - Course in Management of Licensed Premises
ACESS ALL AREAS TRAINING-
Perth, WA05.2018
High School Diploma -
Forrestfield Senior High School
Forrestfield, WA11.2003
Skills
- Strong Microsoft Office experience and ability to quickly learn new systems
- Strong interpersonal skills with the ability to build and maintain productive working relationships with internal and external stakeholders
- Motivated and committed to accomplishing challenging objectives whilst providing exceptional customer service, via telephone and in person, with maturity and empathy
- Ability to effectively prioritise and manage multiple deadlines whilst delivering accurate and quality work
- Analytical and problem-solving skills with the ability to identify opportunities
- Ability to maintain confidentiality and handle sensitive matters with consideration, diplomatically and discreetly
- Communication & Presentation - exceptionally high level of verbal and written communication Able to influence others while developing
- Impartial team guidance
- Active engagement in goal achievement
- Relationship Building - effectively builds and maintains solid relationships with customers and other partners to ensure maximum Team Building and Leadership
- Engaging with Diverse Customers
- Coordinating and assisting with Centre and company functions and events
Timeline
Assistant Store Manager
Smokemart & Giftbox
03.2025 - Current
Assistant Store Manager
Baby Bunting
04.2024 - 11.2024
Storage Consultant
Storage King
10.2023 - 02.2024
Guest Service Manager
Hawaiian
03.2023 - 09.2023
Assistant Store Manager/ Approved Manager
BWS
05.2018 - 02.2023
Assistant Manager
GG's Balloons
01.2013 - 01.2014
Sales Assistant
TS14
01.2012 - 01.2012
Function and Events Coordinator
Rottnest Express
01.2009 - 01.2009
Retail Sales Assistant/ 2IC Manager
City Chic
01.2006 - 01.2009
Office and Customer Service Supervisor
Rottnest Express
01.2006 - 01.2009
SITHFAB002- Provide Responsible Service of Alcohol - RSA - LIQUOR AND GAMING
ACCESS ALL AREAS TRAINING
Manage Legislative Responsibilities For The Sale, Supply And Service of Liquor- MLPLCA401A - Course in Management of Licensed Premises
ACESS ALL AREAS TRAINING-
High School Diploma -
Forrestfield Senior High School
Certificate III Attractions And Theme Parks - Hospitality and Tourism
North Metropolitan TAFE
POLICE CLEARANCE
WWC -Working With Childrens Check
References
References: Additional references available on request
- Tamara Hargraves -Store Manager BWS: Ellenbrook North 0401 523 912
- Ms. Emilia Romagnolo- Manager: Rottnest Express 0411 673 299
- Ms. Gemma Walsh- Owner/Manager: GG’s Balloons 0438 955 008
- Mr. Ross Kleinhanss - State Sales Manager: Barons 0457 037 878
- Belinda Mayall - Manager: City Chic 0433 55 1377
Education and Training
TCIF, or Therapeutic Crisis Intervention for Families,
training program designed to equip adults who care for children with the skills to prevent and manage crisesTCIF, or Therapeutic Crisis Intervention for Families, is a training program designed to equip adults who care for children with the skills to prevent and manage crises