Rachel Westraad
Summary
I have extensive experience in dealing with customers by communicating effectively and working at Apple. I have a Bachelor of Communications in Digital and Social media and Advertising. The ideal job would be a role whereby I can implement creativity, take initiative and be proactive about growth and leadership. I am goal oriented and have a strong work ethic, however I also believe that people are a priority within work environments, and I value building strong relationships with team, stakeholders and clients.
Overview
6
6
years of professional experience
Work History
Store Manager
Alana Maria Jewellery
11.2023 - Current
- I took this role as an opportunity to step outside of my comfort zone and adapt to being a store manager
- I was approached to lead this store and found myself interested in growing in management
- In this role, I have led a team of 10 women implementing a highly respectable culture
Expert
Apple
02.2023 - 11.2023
- As an expert, it is my responsibility to ensure that I am setting an example by being ready and available to support all team members on the shop floor and mentor them when needed
- I work with other experts and pros to develop strategies and communicate well with team
- We work with management to align strategies to store needs and glean from other team in the market for resources regarding different operations on the floor
- As an expert, I was expected to lead with quality customer service, by communicating with customers and providing excellent customer service as I listened to their needs and collaborated with other team to ensure the best outcome for each customer.
- My role allows me to be creative and develop content for downloads based in store needs as well as encourage team to follow proactive behaviours that help positively affect the way in which team members are serving customers on the floor
- This might be through product knowledge, skills and behaviours that align with our store’s goals.
Training Lead
Apple
07.2022 - 02.2023
- In this role I was responsible for maintaining a high quality of product knowledge, skills and behaviors in store
- I needed to create a healthy learning environment by communicating effectively, using digital tools, and applying my creativity to create content for emails, downloads and the staff communication application (workjam).
- I also had the responsibility for facilitating content for new team, as well as content for existing team members
- By hosting core, I needed to plan and co-ordinate sessions by working with the relevant stakeholders, such as People Operations team, Store Managers and Supervisors to help team be apart of core and grow and learn new skills by facilitating
- I had to shadow team who were new to facilitating and ensure they received the relevant feedback to help them develop as a facilitator
- I also needed to align with leadership priorities to work together and fulfill the needs of the store
- I also had the responsibility of looking at data from Tableau and other formats in order to assess and improve the learning within store and work with relevant departments, such as the Operations supervisor, Genius Bar supervisor, and Product zone supervisor to support and encourage learning and development and have coherence across the board
- In this role, I was also responsible for creating of the download roster, cordinating and encouraging team members who were looking to facilitate a topic to present on each day
- This also enabled me to support different team and align everyone to one vision, as I had meetings with different departments and was able to breach and help align people through suggesting similar outcomes and goals or strategies which were fulfilled and communicated in downloads and successfully communicated in store.
Specialist
Apple
05.2021 - 07.2022
- I provide excellent service by offering all of Apple
- It is my passion to help others and assist customers with a good knowledge and understanding of our products
- I work collaboratively within my team to achieve best results, by sharing knowledge and strengthening relationships
- I use problem solving skills to provide solutions for customers, including technical support where I can help
- I process sales using Easy pay devices, latitude finance and through the kiosk
- On the floor, I maintain strong knowledge of products by researching in my spare time and asking team members about each product
- By developing a strong desire to learn, I can further pass this knowledge on to customers as well as mentor new team.
- My role also includes morning visuals, by maintaining the prestige presentation of the Apple Hornsby store
- It is also my responsibility to focus on keeping the standard presentable throughout the day
- I use my empathy and knowledge around iCloud to help customers set up their devices in store and troubleshoot small problems in the process.
- My role also includes the management of que, on point by keeping tag of customers waiting to be assisted
- I have strong organizational skills that attribute to excellent and timely service as I take confidence in pairing our customers to team members in a strategic manner
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Increased sales revenue by focusing on creating business relationships with customers to introduce them to the business team.
Customer service
Stanley St. Butcher
03.2020
- At Stanley Street butcher I processed orders during the pandemic
- We adapted to going online and served customers through a port in the front door
- Our online order system entailed ensuring stock was sufficient, repacking shelves, packaging orders, and engaging with customers concerning products and deliveries
- Whilst the pandemic changed the way we served customers we continued to remain vigilant in the quality of our customer service, ensuring that through a very difficult season people were still able to purchase their favorite products and remain safely at home
- As restrictions eased, I served customers in person by packaging meat, orders, and processing payments electronically
- From time to time, the butchers asked for assistance & often advised me on different cuts of meat, or the seasoning and process
- Working there was incredibly enjoyable, however due to the pandemic they needed to cut back on staff.
Receptionist
Virgin Active Frenchs Forest
08.2019 - 01.2020
- We are the first point of contact, whereby each member is personally checked in by our team
- It’s our job to make the customer’s experience enjoyable! From then on, we resolve anything important regarding a members account if need be
- This involves handling of cash and banking
- Administration skills are key in this role, from answering calls, replying to emails in a professional and coherent manner as well as going through daily morning and/or evening tasks, which involve the imputing of data whilst handling cancellations and entry data from the previous day
- Other administrative tasks involve, but are not limited to customer queries, class bookings, printing new membership cards as well as passing on any important feedback within our club to their relevant parties, such as relaying information to the Customer Service Manager, Operations Manager, Group Fitness Coordinator and Duty Manager.
Member Engagement Officer
Macquarie University Sports and Aquatic Centre
01.2018 - 01.2019
- As an Engagement officer I processed memberships, enquires and complaints, issued tickets for group fitness classes and lessons, controlled entry to the centre and processed retail sales
- As well as, worked closely with the Member Engagement Team Leader and Member Engagement Supervisors to provide outstanding service to members and guests.
Casual Programs Administrator
Macquarie University Sports and Aquatic Centre
01.2018 - 01.2019
- In this role I was responsible for processing Program membership administration and financial transactions, handling program enquiries and requests with excellent customer service and maintaining accurate, up-to-date administrative records
- Reporting to the Administration Supervisor, demonstrate high attention to detail
- This role also required the ability to work within a fast-paced environment, and maintain a professional and friendly approach to clients
- It was expected that I have: High levels of personal organization and composure under pressure Excellent interpersonal and communication skills Demonstrated ability to promote services to members
Education
Bachelor of Communications - Major in Digital And Social Media & Advertising
University of Technology Sydney
Sydney01.2023
Advanced Diploma of Ministry -
Hillsong Leadership College
Sydney01.2020
High School HSC -
Covenant Christian School
Sydney01.2016
Skills
- Effective Communication
- Social Media Savvy
- Written Communication
- Interpersonal Skills
- Employee Coaching
- Digital marketing
- Content development
- Graphic design
- Social media strategy
- Web Content Creation
personal information
Date of Birth: 02/10/98
Volunteer Experience
- Youth Ministry, 2019-2021
- Shine & Strength Program, 2019, 2019
- Red Frogs Volunteer, 2019
- Yarrabah School Outreach Program, 2014
references
To be provided upon request.
Timeline
Store Manager
Alana Maria Jewellery
11.2023 - Current
Expert
Apple
02.2023 - 11.2023
Training Lead
Apple
07.2022 - 02.2023
Specialist
Apple
05.2021 - 07.2022
Customer service
Stanley St. Butcher
03.2020
Receptionist
Virgin Active Frenchs Forest
08.2019 - 01.2020
Member Engagement Officer
Macquarie University Sports and Aquatic Centre
01.2018 - 01.2019
Casual Programs Administrator
Macquarie University Sports and Aquatic Centre
01.2018 - 01.2019
Bachelor of Communications - Major in Digital And Social Media & Advertising
University of Technology Sydney
Advanced Diploma of Ministry -
Hillsong Leadership College
High School HSC -
Covenant Christian School
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