Perry Lemon
Customer Service Representative/Inside Sales Executive.
Melbourne
Summary
With a proven track record at ACW Group, I excel in business development and strategic sales, demonstrating adaptive creativity and exceptional relationship-building skills. Achievements include significantly boosting sales by up to 150% and pioneering the Key Account Manager role, underpinned by expertise from a CS role, CRM and staff training.
Having worked in everything from Artesian Bakeries, to French Patisseries and even Commercial Production Bakeries, I am a skilled baker with almost 15 years experience and exceptional knowledge of the industry.
Overview
21
21
years of professional experience
9
9
years of post-secondary education
5
5
Certifications
Work History
Business Development Manager/Key Account Manager
ACW Group
Braeside, VIC
01.2024 - Current
- Generated new business with marketing initiatives and strategic plans.
- I was worked very closely with civil construction and landscape business, councils, nurseries land care groups and many more revegetation organizations and government authorities to investigate their needs and tailor make solutions.
- Some businesses I worked very closely with are Melbourne Water, DEECA and almost every metropolitan council, to offer professional expert advise and council on the topic of reforestation, revegetation and erosion control.
- I would find creative solutions to issues for my customers, that often required unique 'outside of the box' approach and thinking, that would regularly land me deals valued between $100K - $200K
- Many of these situations did not come in a handbook, it was my responsibly to find and create a solution and tosee it through.
- Negotiated and closed long-term agreements with new clients in assigned territory, including preferred supplier agreements, price lists and exclusive supplier contracts.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
- Responsible for maintaining and growing all gold and platinum accounts in Victoria.
- Tasking sales team with visits and follow ups.
- Responsible for managing and growing my own portfolio, which included multiple accounts with more than $500,000.00 annual spend.
- I was often the first point of call for these businesses and developed lasting connections and relationships that I believe will likely succeed my position.
- In my last 6 months with the business, I was asked to help create a Key Account Manager (KAM) role and train a replacement to fill this role, I have managed to do this whilst also still maintaining my role as a Business Development Manager.
Customer Service Representative - Inside Sales
ACW Group
Braeside, VIC
08.2022 - 01.2024
- Aug 2022 - Aug 2023 - Customer Service Representative.
- Aug 2023 - Jan 2024 - Inside Sales, Sales Executive.
- Developed a proficient use of CRM software.
- I used my skills working in sales and retail to find out the customers needs and offer tailor made solutions.
- I assisted during the merging of two companies under the ACW Group, helping customers and team members adapt to the changes quickly.
- I quickly adapted to the changes myself learning new systems and software whilst helping my team mates to do the same.
- I regularly take on many responsibilities outside of my standard customer service role and assist team members across the whole company to gather information, upsell and close deals.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Expressing a keen interest in sales, I am currently in a transitionary period into an Inside Sales role, where I am assisting the rest of the sales team in finding sales opportunities.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Bakery Manager - Training and Development Manager
Woolworths Group
Mornington Peninsula, VIC
04.2015 - 08.2022
- Apr 2015 - Mar 2017 - Head Baker at Mornington East
- Mar 2017 - Jan 2021 - Bakery Manager at Somerville
- Jan 2021 - Oct 2021 - Bakery Manager at Mariott Waters
- Sep 2021 - Aug 2022 - Training and Development Manager.
- In my time as Bakery Manager at Mariott Waters I grew weekly sales in my department by almost 150% from an average of $20,000 to $49,000, with an increase over seasonal busy periods.
- In my time as bakery manager at Somerville I grew weekly sales in my department by 50% from an average of $30,000 to $45,000, with an increase over seasonal busy periods.
- I directly managed and was responsible for the training and development of teams of up to 60 team members.
- I was responsible for sales, minor marketing, production, training and development of bakery team members and managers.
- I managed to grow an average weekly GP from 25% to 40%-45% across various stores.
- Consistently met KPI's regularly achieving 80%-100% of targets.
- I up skilled many team members, some of which moved on to management rolls of their own.
- I hired new team members, being responsible for interviewing, onboarding, training and development.
- I oversaw the refurbishment and complete restructure of 3 separate bakery departments, In Somerville, Mornington East and Hastings.
- I was responsible for organizing and maintaining production off site whilst the bakery department was being stripped and rebuilt, and responsible for the retraining of all team members once relaunched.
- I spent 2-4 week periods managing other departments across my own and other stores to get a better understanding of these departments and help with training of team members.
- in the last 6 months of my time at Somerville, I would spend one day each week as acting Store Manager, being responsible for the store from 5pm when the Store manager left until 11pm when we would close.
- I would still be expected to make sure my bakery department could manage its self on these days and would need to put my team in a position where this was possible.
- My time in the role as Assistant Store Manager was when COVID 19 was at its height, giving me some very unique opportunities to learn how to deal with hostile customers whilst running the store on a skeleton crew.
- Whilst offering relief at the Rye store over the busy Christmas period in 2021, I was part of a team that was the first ever store in Woolworths history to make
more than 3 million dollars in a 24 hour period.
Baker
Batty's Bakehouse
Hastings, VIC
02.2014 - 04.2015
- After learning the skills in French Baking I wanted to see where I could take these skills and broaden my horizons.
- I would manage a small team effectively and efficiently and passed on my knowledge of French baking to the rest of the team.
- I was trusted to add and remove products from production based on popularity, price or ingredients, ease and efficiency of production, giving me a basic understanding of economics and sales in the industry.
Baker
French Bakehouse
Somerville, VIC
12.2011 - 02.2014
- Returning back to Melbourne I was offered a position back at my old workplace and stepped straight back into my old role and responsibilities,
- I was given more responsibility to manage small teams during short periods of time, 2-3 weeks at a time when my manager would go on holiday.
- I was trusted to manage my time and teams effectively helping to build my management skills.
Laborer
Yarriambiack Shire Council
Hopetoun, VIC
11.2010 - 10.2011
- Learning to adapt quickly to a new industry I obtained many certifications and qualifications, focused around safe tree felling and traffic management skills.
- During this time I developed strong team bonding and team management skills, time management skills and had a new found respect for safety.
Apprentice Baker
French Bakehouse
Somerville, VIC
12.2007 - 11.2010
- Completed my apprenticeship in Retail Baking III by studying at William Angliss institute, both on campus and on the job.
- I learned many skills focused in both traditional French Patisseries and Australian baking techniques.
Apprentice Baker
Bakers Delight
Mount Eliza, VIC
12.2006 - 12.2007
- Beginning my apprenticeship with Bakers Delight, studying with the University of Ballarat, both on and off campus.
- I learned the basic skills necessary to produce commercial quantities of breads quickly and reliably.
Kitchen Hand
Patterson's Bakery
Tyabb, VIC
07.2004 - 12.2006
- Learned basic food handling and money handling skills
- Developing a passion and drive into the industry, beginning my journey into the culinary arts by slicing and packing bread before school.
- I quickly found a passion for good bread, cakes and pastry's and would start work at 2am each weekday, bake until 8am when I would go to school.
- I would spend my weekends working 8 hour shifts to learn as much about baking as possible before I started an official apprenticeship.
Education
Trade Certificate - Certificate III in Retail Baking
William Angliss
La Trobe 01.2008 - 12.2010
Trade Certificate - Retail Baking
University of Ballarat
Ballarat, VIC 01.2007 - 12.2007
High School Diploma -
Mount Erin Secondary Collage
Baxter, VIC 01.2002 - 12.2006
Skills
Adaptive and Creative
Loss Minimization
Time Management
Commercial production
Staff Management
Schedule Optimization
Sales and Marketing
Coaching and Mentoring
Relationship Development
Decision Making
Recruiting and Hiring
Business Development and Planning
Sales Expertise
CRM
Recordkeeping Strengths
Account Management
Multi-line Phone Talent
Creative Problem Solving
Accomplishments
- Supervised, Trained and up skilled teams of up to 60 team members.
- Assisted in the refurbishment and relaunch of 3 separate bakery departments during my time with Woolworths Group.
- Regularly achieved targets and KPI's every 6 months over a 5 year period during my time with Woolworths Group.
- Helped the growth in sales at many stores by at least 30% during my time with Woolworths.
- Always achieved my profit-loss targets regularly saving the department money.
- Telephone Service - Professionally processed multiple incoming calls per day, providing information and service to ensure customer satisfaction. Whilst accurately logging call data in CRM.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Assisted in the merging of two companies during my time with ACW Group, merging Customer Service Teams, CRMs and processes.
- Working from Victoria I am regularly the first point of contact for our largest distribution center at ACW Group.
Certification
Certificate III in Retail Baking
Timeline
Business Development Manager/Key Account Manager
ACW Group
01.2024 - Current
Customer Service Representative - Inside Sales
ACW Group
08.2022 - 01.2024
Responsible Service of Alcohol
02-2018
Bakery Manager - Training and Development Manager
Woolworths Group
04.2015 - 08.2022
Baker
Batty's Bakehouse
02.2014 - 04.2015
Baker
French Bakehouse
12.2011 - 02.2014
Operate and maintain chainsaws
08-2011
Safe tree felling operations
08-2011
Traffic Controller/Traffic Manager
06-2011
Laborer
Yarriambiack Shire Council
11.2010 - 10.2011
Certificate III in Retail Baking
10-2010
Trade Certificate - Certificate III in Retail Baking
William Angliss
01.2008 - 12.2010
Apprentice Baker
French Bakehouse
12.2007 - 11.2010
Trade Certificate - Retail Baking
University of Ballarat
01.2007 - 12.2007
Apprentice Baker
Bakers Delight
12.2006 - 12.2007
Kitchen Hand
Patterson's Bakery
07.2004 - 12.2006
High School Diploma -
Mount Erin Secondary Collage
01.2002 - 12.2006