MICHAEL JOSEPH F
Kiara
Summary
Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to customer organisations improving business performance.
Overview
31
31
years of professional experience
Work History
Member Experience Consultant
HBF
Perth, WA
10.2019 - Current
- Demonstrate excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from members.
- Assist members in navigating complex healthcare system, clarifying policies and processes for informed decision making.
- Provide empathetic support for members experiencing personal difficulties, building rapport and trust in our brand.
- Help with large volume of member inbound calls with positive attitude and focus on member experience.
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintain member records.
- Develope rapport with members through active listening skills, leading to higher retention rates and positive NPS feedback from members.
- Acquisitions for company growth.
- Respond to customer calls and emails to answer questions about products and health policies.
- Educate members about health insurance coverage options, benefits and costs.
Deli Manger
Woolworths
07.2013 - 06.2018
- Produced reports and documents for senior team members.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Motivated employees to success and pointed out areas of improvements for comprehensive support.
- Implemented daily operating procedures to ensure department is clean, adequately stocked and organized.
- Assisted in recruiting, hiring and training of team members.
- Adhered to all safety procedures and company standards and policies.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Optimized organizational processes by effectively managing staff rostering while adhering to contractual restrictions.
Store Manager
Dick Smith
11.2008 - 07.2013
- Highest Rentsmart Sales 2012
- Regional Safety Award 2010
- Highest Rentsmart Percentage Sales 2010
- Generated repeat business through exceptional customer service.
- Scheduled and led weekly store meetings for all employees.
- Partnered with store director to interview, hire, train and develop department managers and team members to build and sustain high in-store performance.
- Completed profit and loss performance reports.
- Open and closed store.
- KPI's.
- Proactively identified performance gaps and implemented process improvements.
- Engaged and interacted with customers to create a positive shopping experience.
Shop Assistant
Civic Video
12.2000 - 11.2010
- Priced merchandise, stocked shelves and took inventory of supplies.
- Welcomed customers into the store and helped them locate items.
- Operated a cash register for cash and credit card transactions.
- Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner.
- Answered customer telephone calls promptly and in an appropriate manner.
- Shared best practices for sales and customer service with other team members to help improve the store’s efficiency.
- Open and closed store.
Duty Manager
International Airport
01.2007 - 07.2008
- Managing arrivals department.
- Responded to customer concerns in a friendly and knowledgeable manner, and maintained composure and professional demeanor at all times.
- Adhered to safe work practices.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
- Provided services efficiently and with high level of accuracy.
Supervisor
International Airport
01.2006 - 01.2007
- Provided instruction, coaching and motivation to all employees during the shift.
- Demonstrated ability to assess risk and respond to issues appropriately.
- Provided personalized, friendly and knowledgeable service to drive customer satisfaction, increase sales production and attain each monthly target.
- Guided and coached staff to achieve individual growth and sales production targets.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Stocked and replenished merchandise according to store merchandising layouts.
- Operated a cash register for cash and credit card transactions
Sales Consultant
Down Town Duty Free
11.2000 - 01.2006
- Provided sales and customer service assistance to walk-in traffic
- Processed cash and c/card payments to complete the purchasing experience.
- Picked up incoming stock and delivered materials to designated locations.
- Maintained accurate stock records and schedules.
Area Manager
Pizza Hut
01.2000 - 07.2000
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Resolved conflicts promptly to promote a positive environment for customers.
- Approached new tasks with enthusiasm and passion.
Store Manager
Pizza Hut
03.1995 - 02.2000
- Counted cash drawers and made bank deposits.
- Engaged and interacted with customers to create a positive shopping experience.
- Scheduled and led weekly store meetings for all employees.
- Managed all aspects of store operations, organization, maintenance and purchasing functions.
- Rotated stock to ensure optimum appeal and minimize shrinkage.
Sales Consultant
Curtain World
07.1993 - 02.1997
- Measuring curtain and blinds.
- In home consultancy.
- Provided pricing information to customers regarding specific products.
- Referred customers to various services by evaluating needs and providing recommendations.
- Increased client base by assessing needs to determine and suggest relevant product solutions in alignment with client budgets and schedules.
Education
Red Cross College
Responsible Service of Alcohol -
C.F.T
2014
Certificate 111 In Retail Management And Supervision -
Performance Partners
2008
Diploma of Wall Coverings -
2005
Timaru Tafe
1986
Skills
- Excellent time management
- Approachable
- Dedicated team player
- Flexible
- Exceptional leader
- Conflict resolution skills
- Reliable and dependable
- Problem-solving skills
- Calm disposition
- Sales expertise
Accomplishments
- Awarded "Employee of the Year" in 2007.
- National Award for Coaching and Support- Tasmania National Conference.
Timeline
Member Experience Consultant
HBF
10.2019 - Current
Deli Manger
Woolworths
07.2013 - 06.2018
Store Manager
Dick Smith
11.2008 - 07.2013
Duty Manager
International Airport
01.2007 - 07.2008
Supervisor
International Airport
01.2006 - 01.2007
Shop Assistant
Civic Video
12.2000 - 11.2010
Sales Consultant
Down Town Duty Free
11.2000 - 01.2006
Area Manager
Pizza Hut
01.2000 - 07.2000
Store Manager
Pizza Hut
03.1995 - 02.2000
Sales Consultant
Curtain World
07.1993 - 02.1997
Red Cross College
Responsible Service of Alcohol -
C.F.T
Certificate 111 In Retail Management And Supervision -
Performance Partners
Diploma of Wall Coverings -
Timaru Tafe