Summary
Overview
Work History
Education
Skills
Timeline
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NICOLE NEWMAN

Sydney,NSW

Summary

I'm a dynamic, customer-focused professional passionate about creating exceptional customer experiences. With a diverse background in customer experience management, sales, communications, and team leadership, I excel at building meaningful connections with people and driving business success. From finance to food, my journey across various industries has centred on enhancing customer satisfaction, developing innovative products, and leading teams to outstanding results. I thrive on strategic initiatives that drive growth and create memorable experiences for both customers and teams.

Overview

17
17
years of professional experience

Work History

Store Manager / Product Development & Procurement Manager

Fred's Providore
07.2022 - Current
  • Oversee daily onsite operations and lead sales initiatives on the floor
  • Recruit, train, and manage the retail team, fostering a positive team culture
  • Develop and produce internal training materials and protocols
  • Lead visual merchandising efforts and coordinate major sales events
  • Identify and implement strategies to attract new customers, retain existing ones, and increase average spend
  • Manage customer databases and organize in-store tastings and VIP events
  • Build and manage B2B relationships and promotional opportunities
  • Oversee stock strategy, purchasing, and inventory management
  • Maintain controllable costs to ensure profitability
  • Ensure smooth communication and coordination across multiple brands
  • Source and select products to meet customer demands, ensuring quality and variety
  • Lead the creation and development of new products from concept to market
  • Enhance customer experience through meaningful interactions and connections.

Sales Manager & Product Developer

Eat Organic
07.2020 - 12.2021
  • Presented product offerings and negotiated terms of sale with customers
  • Delivered persuasive sales presentations to highlight product features and benefits
  • Built and maintained strong customer relationships through excellent service
  • Conducted market research to inform new product development and promotional activities
  • Implemented product demonstrations, sampling events, and in-store promotions
  • Ensured product knowledge was always up to date and in order to address customer inquiries effectively
  • Maintained accurate sales records to enable accurate and efficient reporting
  • Planned and organised daily sales routes for maximum efficiency and customer reach
  • Regularly gathered customer feedback and collated this to provide regular updates to the business owners.

Guest Experience Coordinator

Toyota Motor Corporation Australia
01.2013 - 01.2017
  • Implemented guest satisfaction research processes, ensuring they aligned with policies and achieved market research and guest satisfaction objectives. Kept documentation updated for effective communication.
  • Supported the development of guest satisfaction research processes, enhancing efforts to maximize guest satisfaction and retention.
  • Analyzed and distributed guest satisfaction data, preparing comprehensive reports and presentations for internal stakeholders. Coordinated survey training to ensure effective use of survey reports.
  • Managed guest satisfaction data systems, implementing processes to effectively monitor dealer guest satisfaction and identify improvement opportunities.
  • Facilitated guest experience programs, collaborating with regional and dealership networks to provide support, consultation, and training on guest experience initiatives aligned with organizational goals.
  • Provided specialized support for supplier assessment and selection, ensuring services were delivered at expected quality and optimal cost. Supported ongoing supplier management efforts to maintain high service standards.
  • Maintained reporting systems, delivering accurate and timely information essential for planning, budgeting, and decision-making processes.
  • Ensured regulatory compliance by monitoring personal tasks, and minimizing organizational risk exposure and liabilities.

Team Leader, Guest Experience Call Centre

Toyota Motor Corporation Australia
01.2007 - 01.2013
  • Managed and trained a team of customer experience consultants, ensuring they met performance targets and provided excellent service.
  • Monitored and evaluated calls for quality assurance, providing constructive feedback to consultants to improve their customer interaction skills.
  • Conducted regular training sessions to enhance customer service skills and product knowledge, resulting in improved customer satisfaction scores.
  • Managed team schedules and workflows to ensure efficient call handling and minimized wait times for customers.
  • Assisted in resolving customer complaints and escalations promptly and effectively, maintaining high levels of customer satisfaction.
  • Tracked and reported team performance metrics such as call handling time and customer satisfaction ratings, using data to drive continuous improvement.
  • Collaborated with other departments to align goals and improve communication, enhancing overall customer experience and service delivery.
  • Identified and implemented process improvements, leading to more efficient call handling and better service delivery standards.

Education

Fort Street High School
Petersham
1999

Skills

  • Customer Experience Enhancement
  • Effective Communication
  • Leadership and Team Management
  • Product Development and Procurement
  • Event Coordination & Project Management
  • B2B Relationship Management
  • Training and Development
  • Problem-Solving
  • Ability to work under pressure
  • Conflict Resolution
  • Adaptability
  • Integrity & Honesty

Timeline

Store Manager / Product Development & Procurement Manager

Fred's Providore
07.2022 - Current

Sales Manager & Product Developer

Eat Organic
07.2020 - 12.2021

Guest Experience Coordinator

Toyota Motor Corporation Australia
01.2013 - 01.2017

Team Leader, Guest Experience Call Centre

Toyota Motor Corporation Australia
01.2007 - 01.2013

Fort Street High School

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NICOLE NEWMAN