Nerida Jacobs
Summary
I have a positive outlook, strong interpersonal skills and extensive retail and sales experience at management level. I am adept at problem solving, customer service and training quality team members. I enjoy challenges, achieving goals and learning.
I am an attentive manager/team member offering over 20 years experience working in customer service/retail/sales industry. I have a focused and enthusiastic demeanor with a strong background in building successful teams. I will continue to have an ongoing effort to creating a positive working environment.
Overview
18
18
years of professional experience
Work History
Customer Service Officer
Glenelg Shire Council
Portland, VIC
10.2022 - Current
- Deliver high quality customer service to the community
- Direct all customer enquiries through to relevant council unit accurately and efficiently
- Provide general administrative support including filing documents, end of month reconciliations
- Performed follow-up calls to ensure customer satisfaction
- Managed daily operations of the Customer Service Department eg Banking duties, Flowingly requests, mail duties, etc.
- Maintained accurate records of customer interactions and transactions.
- Processed payments from customers using point of sale systems.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Trained new employees on company policies related to customer service practices.
- Provided customer service in a courteous and professional manner.
Assistant Store Manager
Target Warrnambool
Warrnambool, Vic
04.2019 - 06.2021
- Assisted in overall day-to-day operations of store, for 50 team members in total, including continuous development of effective store plans to achieve sales and results.
- Completed frequent walk-throughs and directed team members to correct issues impacting store
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Assessed, optimized and elevated operations to target current and expected demands.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Oversaw operational aspects of store maintenance, inventory and daily activity management.
- Conducted analysis to address productivity and improve employee morale.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity and build relationships.
- Handled scheduling for store shifts across 7-day work weeks to achieve adequate staffing.
- Coached and developed store team members and Department Managers through formal and informal interactions.
- Generated daily operational and sales reports for corrective action or continuous improvement.
- Conducted staff evaluations and determined promotions and realignments or reductions in workforce.
- Assisted team to achieve Increased sales on LY by 13% for FY 2020
- Set schedules and delegated tasks based on team strengths to optimize floor coverage and service levels
Department Manager
Target Warrnambool
Warrnambool, Vic
03.2017 - 04.2019
- Supported shrinkage and safety awareness, reviewed sales and identified trends and prepared reports for management.
- Collaborated with staff to maximize customer satisfaction
- Followed all safety protocols and company processes and procedures.
- Enforced safety rules and other policies to protect employees and minimize company liability.
- Performed opening and closing duties as part of management team
- Employed process improvement initiatives within department.
- Worked closely with team members to complete tasks.
- Responsible for all Hardgoods departments of the business
Assistant Store Manager
Myer Geelong
Geelong, Vic
08.2014 - 04.2015
- Developed teams through proactive, consistent and regular feedback and coaching on selling performance
- Delivery of exceptional customer experience while maximizing productivity of the sales team through coaching and development of my sales manager team
- Used leadership skills to provide management team to build resilience and growth for continued improvement
- Motivated and influenced others to achieve a clear, shared personal and company direction
- Reviewed monthly sales and performance reports to support operational planning and strategic decision-making
- Supported execution and maintenance of merchandising presentation standards storewide
- Monitored store performances in all departments against forecasts, budgets and plans
- Work closely with Store Manager and Operations Manager to maximise allocation of resources
- Responsible for implementing, monitoring and evaluating SWP's and compliance policies and procedures for 150 (peak) team members
Sales Manager
Myer Geelong
Geelong, Vic
08.2012 - 08.2014
- Responsible for various departments including Furniture/Electrical, Homewares, Menswear and Miss Shop
- Delivery of exceptional customer service while maximizing productivity through coaching and development of my sales team
- Used leadership skills to provide my team to build resilience and growth for continued improvement
- Motivated and influenced colleagues and teams to achieve a clear, shared personal and company direction
- Closely monitored performances in aligned departments against forecasts, budgets and plans
- Lead my teams to execute and maintain merchandising presentation standards
- Effective communication
- Developed my teams through proactive, consistent feedback and coaching
Team Leader
Myer Geelong/Maroochydore
Geelong/Sunshine Coast, Vic/Qld
09.2006 - 08.2012
- Lead team by example to deliver excellent customer service by greeting and assisting each customer
- Addressed customer inquiries and resolved complaints.
- Implemented customer satisfaction metrics
- Stocked and restocked inventory when shipments were received
- Reorganise the departments sales floor to meet company demands
- Directed and supervised team engaged in sales, inventory-taking and reconciling cash
- Trained staff to deliver outstanding customer service
- Addressed and corrected sales staff communication issues in a tactful and effective manner
- Contributed to merchandising ideas and execution
Can Provide Further Job Experience
If Needed
Education
Certificate IV - Small Business Management
TAFE Tasmania
Launceston2005
Diploma of Business - Certificate 2 in Business
TAFE Queensland
Caloundra2000
High School Diploma -
Bayview College
Portland 1994
High School Diploma -
Portland High School
Portland 1991
Skills
- Excellent customer service
- Provide coaching, development and performance management
- Outstanding communication skills
- Team-oriented
- Recruiting and interviewing
- Reliable
- Flexible schedule
- Conflict resolution skills
- Store opening and closing procedures
- Store operations
- Accurate cash handling
- Follow up and resolve customer feedback
- Conduct daily team meetings
- Monitor and review financial results, daily and weekly reports and KPIs to create future strategies
- Promote and implement a culture of compliance and safety
Accomplishments
- Selected for and completed 2 Expressions Of Interest for Senior Customer Officer with Glenelg Shire Council for two weeks in 2023 and 5 weeks in January/Feb 2024.
- Am currently completing a 6 month Expression Of Interest as Senior Customer Service Officer with Council
- Led team as acting Store Manager from Jan - March 2021 whilst Store Manager was on Sick leave
- Led Target Warrnambool and Target Ballarat stores while Store Managers were on Annual Leave during 2020
- Promoted to ASM at Target Warrnambool after 14 months as Department Manager
- Target Rondel Awards - Nomination for The Accountability Award 2020
- Target Rondel Awards - Nomination for The Teamwork Award 2019
- Promoted to Assistant Store Manager at MYER Geelong after 24 months in the Sales Manager position
- Achieved MYER Geelong High Performer Award for Inspirational Leadership 2013
- Successfully completed 6 month Management Development Program (MDP) Feb-Aug 2012
- Vic regional finalist for MYER Inspirational Achievement Awards for MDP
- Successfully mentored and coached Menswear Team Leader to achieve Sales Manager position
References
Shelley De Haas (Target)
0488055066
Stephen McMillan (MYER)
0403495268
Raj Saha (MYER)
0417551129
Timeline
Customer Service Officer
Glenelg Shire Council
10.2022 - Current
Assistant Store Manager
Target Warrnambool
04.2019 - 06.2021
Department Manager
Target Warrnambool
03.2017 - 04.2019
Assistant Store Manager
Myer Geelong
08.2014 - 04.2015
Sales Manager
Myer Geelong
08.2012 - 08.2014
Team Leader
Myer Geelong/Maroochydore
09.2006 - 08.2012
Can Provide Further Job Experience
If Needed
Certificate IV - Small Business Management
TAFE Tasmania
Diploma of Business - Certificate 2 in Business
TAFE Queensland
High School Diploma -
Bayview College
High School Diploma -
Portland High School
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