Natalie Fletcher
Perth,WA
Summary
Seasoned Operations Manager and talented leader with experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
8
8
years of professional experience
Work History
Operations Manager
Kmart Australia
03.2020 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Coordination and execution of stocktake
- Conduct business and safety compliance audits
- Drive team engagement and communication
- Organise the Kmart Wishing Tree appeal champions.
Safety Officer-State Secondment
Kmart Australia
09.2019 - 03.2020
- Conducted regular safety inspections and audits to identify potential hazards and prevent accidents and injuries.
- Conducted safety training on Incident reporting to store leadership teams.
- Inspected worksites, practices, and gear for compliance with established safety standards.
- Developed and implemented safety training plans for stores within the zone.
- Investigated accidents and incidents to determine root causes and develop corrective actions to address underlying issues.
- Communicated safety performance and progress to management and employees to provide up to date information.
Customer Service Manager
Kmart Australia
10.2018 - 09.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored Team members on performance-oriented strategies and customer service techniques.
- Created and facilitated Training plans for the store.
- Integrated the service areas to work collaboratively as one team.
- Performance Manage Team members on company policy.
- Lead Manager for the role out of Kaizen principles for the selling floor and back of house inventory processes.
Customer Service Manager
Kmart Australia
09.2015 - 09.2018
- Took ownership of customer issues and followed problems through to resolution.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Loss prevention champion for the store, ensuring activities completed and conduct monthly LP meeting.
- Kmart Way store training champion, creating training plans.
- Stepped into Operations Manager role when on leave.
- Kmart wishing tree appeal champion.
Skills
- Staff Development
- Policy and Procedure Implementation
- Business Administration
- Leadership
- Customer Relationship Management
- Employee Relations
- Workflow Planning
- Maintaining Compliance
- Recruiting and Hiring
- Sales Presentation
Timeline
Operations Manager
Kmart Australia
03.2020 - Current
Safety Officer-State Secondment
Kmart Australia
09.2019 - 03.2020
Customer Service Manager
Kmart Australia
10.2018 - 09.2020
Customer Service Manager
Kmart Australia
09.2015 - 09.2018
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