Michelle Shanahan
Manoora
Summary
I am an industrious law student with experience in customer service, particularly merchandising and sales. I enjoy reading and discussing current legal issues regarding criminal, business and more. Outside of my studies, I enjoy interacting with people, keeping up with current QLD laws, and volunteering at the courthouse. While I have a passion for human rights, particularly personal injury, I believe that the key to personal development and becoming a responsible and contributing members of society, is education. I have qualifications across several areas, such as marketing, communication and journalism to name a few. Recently, I have been working as a marketing and customer service specialist with proven skills developed in administrative, creative and sales roles. As a published author and copywriter, I know how important it is to effectively engage with customers, understand their needs, reach business goals while meeting deadlines, promote opportunities and fostering relationships with the community. I am enthusiastic about connecting with current and potential clients, by providing thoughtful and up to date advice to meet the needs of stakeholders.
Overview
15
15
years of professional experience
Work History
Quest Community Newspaper
07.2013
- Duties included conducting and gathering research to complete a variety of community news stories while on a tight deadline, along with publishing a variety of articles and interviewing some well-known politicians and local celebrities.
- Performed research and checked all facts to maintain high standard of journalistic integrity.
Paint Expert
Bunning Warehouse
03.2018 - Current
- Working part-time at Bunnings Warehouse Cairns in the Paint Department as a Paint Expert, while studying part-time to obtain my Bachelor of Laws with Swinburne University Online.
- In my role at Bunnings, I have been responsible for my department, working with staff and clients to fulfill orders and ensure that all tasks (administration and customer based) are completed on time.
- Developed and executed targeted relationship and account development strategies. Answering phone calls.
- To encourage and improve our processes I have been selected and sent to inter-state events such as conventions and conferences to network with other companies within the industry.
- This has helped Bunnings foster new relationships with stockists, producers and manufacturers.
- Converted community contacts into potential clients through networking, consistency and credibility.
Retail Sales Associate
Target Cairns Central
05.2016 - 02.2018
- Promoting myself as an author online, using a number of online and social media platforms. I contacted a number of publishing houses, distributors and so on, networking and started to work on another novel.
- During this time I was working casually in retail at Target Cairns Central and was promoted into other roles quickly and took on extra responsibilities while more staff were employed.
- During my time at Target I identified a number issues and potential problem areas which led to additional recruiting focusing on staff with the skills I highlighted to fix these problems.
- My role at Target gave me the opportunity to work with others in a team and independent capacity, completely tasks on a daily and weekly basis.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behaviour.
- Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
- Educated customers on promotions to enhance sales.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Provided exceptional services to ensure pleasant shopping experiences and adhere to company protocol.
- Provided excellent customer service to cultivate loyalty and satisfaction.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Answered questions about store policies and concerns to support positive customer experiences.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Assisted customers with prompt and polite support in-person and via telephone.
- Greeted customers and helped with product questions, selections, and purchases including in-store and e-service transactions.
- Fielded questions and solved problems by informing customers of current promotions and store policies.
- Assisted customers with locating and choosing merchandise in any store department.
- Demonstrated items to customers and created customer awareness, interest and sales.
Self-Published Author & Freelance Copywriter
Myself
05.2015 - 05.2016
- During this time, I was working as a freelance journalist for a few online publications and was working on my novel.
- I worked with an editor to continue developing my novel and promoting myself.
- With my experience in media and journalism I have published online and in print, worked with readers and members of the public to direct inquiries and concerns, respond to comments and feedback, and co-ordinate marketing and content to attract the right customers for my creative works and brand.
- Analysed key performance indicators monthly, applying data analytics to drive future strategic planning.
- Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
- Planned and executed promotional activities to drive community engagement and increase occupancy numbers.
- Generated new business leads through direct customer engagement, deploying inbound and outbound marketing tactics and developing and optimizing informative content.
Novelist & Researcher
Self-employed
08.2013 - 04.2015
- During this time, I travelled throughout the United States whist writing and researching content to use to write my first fiction novel.
- This was a rewarding experience that has helped me develop my own ideas for writing.
- Collected, evaluated and modelled collected data.
- Monitored social media and online sources for industry trends.
- Worked on creative initiatives from concept to completion, including brand messaging, campaigns and creative brainstorming.
Freelance Journalist
The Courier Mail
08.2012 - 08.2013
- I was studying full time at Griffith University whilst interning at The Courier Mail and various other newspapers, researching and reporting news and human-interest stories in Brisbane.
- At the Courier Mail I was working with a number of teams to ensure that stories were ready to meet my deadlines, editing, interviewing sources, collecting data, filing and managing accounts to make sure that everything was ready for complete editions to be released and sent to be printed.
- When I was not studying or at my internship, I was well as working casually in hospitality at Pie Face in Queen Street Mall, managing staff on shifts, filling customer orders, assisting management with records and inventory to ensure the store ran as smoothly as possible.
- Duties included conducting research and interviews, writing and publishing news stories, and interacting with and assisting journalists in completing news stories on a tight deadline.
- Wrote, edited and produced stories for multiple platforms, including Internet and digital channels.
- Pursued and developed stories independently and for assignment, covering range of topics.
- Researched content and grammatical issues to check accuracy of information.
- Performed administrative tasks such as copying, faxing and reception work with accuracy and efficiency.
- Determined optimal combination of media outlets for promotional campaigns and allocated resources according to consumer data analysis.
- Offered feedback on quality of segments and coached other staff members on how to improve segments.
- Discussed marketing goals with clients to identify needs and articulate details to marketing team.
- Developed advertising strategies and converted ideas into concrete tasks and delegating tasks to appropriate individuals and departments.
Griffith University
02.2012 - 11.2012
- The Playhouse Theatre Production of Wonders of a Godless World, New Farm Brisbane, Duties included assisting with writing and editing the script for the show along with being Assistant Director for the theatre show.
- I also designed and created costumes and props while abiding by workplace health and safety regulations.
Barista
Gloria Jeans
02.2010 - 07.2012
- My role at Gloria Jeans Coffee included a number of responsibilities whilst studying full time at Griffith University.
- Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
- Learned every menu preparation and numerous off-label drinks to meet all customer needs.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Provided in-depth information to customers on beverage preparation and offered samples of latest brews.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
- Developed and demonstrated skilful and creative latte art to engage customers.
- Maintained regular and consistent attendance and punctuality.
- Engendered customer loyalty by remembering personal preferences and allergy information.
- Constantly expanded personal knowledge of coffee styles and varieties.
- Prepared coffee, cleaned dining areas, opened register and carried out other opening duties.
- Educated co-workers and customers about new products.
- Controlled line and crowd with quick, efficient service.
Education
Certificate IV - Marketing & Communications
Upskilled
11-2019
Bachelor of Laws - Law
Swinburne University Online
12-2028
Bachelor of Arts - Applied Theatre, Journalism
Griffith University
01.2013
Diploma of Interactive Digital Media - undefined
Metropolitan South Institute of TAFE
01.2009
Skills
- Artistic & creative
- Researching
- Producing live and static content
- Creating content for print and social media platforms
- Customer service
- Theatre experience
- Writing for print, digital and online publications
- Editing
- Filing
- Managing internal and external relationships
- Merchandising
- Networking with the community and other stakeholders
- Presenting in meetings to staff, clients, media, etc
- Reporting & monitoring projects and tasks
- Proofreading
- Copywriting
- Print media publications (marketing and content creation)
- Self-publishing experience
- Promotional planning
- Legal writing expertise
Timeline
Paint Expert
Bunning Warehouse
03.2018 - Current
Retail Sales Associate
Target Cairns Central
05.2016 - 02.2018
Self-Published Author & Freelance Copywriter
Myself
05.2015 - 05.2016
Novelist & Researcher
Self-employed
08.2013 - 04.2015
Quest Community Newspaper
07.2013
Freelance Journalist
The Courier Mail
08.2012 - 08.2013
Griffith University
02.2012 - 11.2012
Barista
Gloria Jeans
02.2010 - 07.2012
Bachelor of Arts - Applied Theatre, Journalism
Griffith University
Diploma of Interactive Digital Media - undefined
Metropolitan South Institute of TAFE
Certificate IV - Marketing & Communications
Upskilled
Bachelor of Laws - Law
Swinburne University Online
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