Tanya Sheridan
Albury,NSW
Summary
Attentive and goal-focused brings successful approach to cultivating complex best practices to meet organizational and regulatory expectations. Detail-oriented focus on achieving expected outcomes. Enthusiastic hard worker with expertise in cultivating lucrative client relationships and implementing better processes and procedures.
Overview
33
33
years of professional experience
Work History
Fleet & Government Sales & Admin Consultant
Jacob Toyota
Wodonga, VIC
01.2022 - 07.2024
- Cultivated relationships with large Fleet and Government stakeholders to ensure timely achievement of customer outcomes while consistently meeting targets and KPIs.
- Ensured the accuracy and security of customer information by managing and maintaining a comprehensive database.
- Mentored and supported coworkers to achieve their goals, fostering continuous improvement.
- Exhibited exceptional communication skills, adapting effectively to diverse situations and demographics.
Guest Experience Manager
Jacob Toyota
Wodonga, VIC
08.2016 - 12.2021
- Analyzed customer data to determine trends and opportunities for improved customer satisfaction.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Compiled monthly reports summarizing key performance indicators related to the guest experience.
- Investigated guest complaints and utilized critical thinking to foster expedient resolution.
- Mentored and coached staff on best practices to enhance customer outcomes for both internal and external clients.
- Ensured high customer retention by fostering strong relationships and delivering exceptional service.
- Implemented and maintained the Privacy Policy for the Jacob Group, ensuring compliance with industry standards.
- Ensured adherence to Toyota for Life Standards across the dealership, establishing best practices in line with required guidelines.
- Ensured accurate data integrity to enhance guest experience management.
- Maintained high standards of communication across face-to-face interactions, phone calls, and email correspondence.
- Achieved national recognition as the number one Guest Experience Manager in 2018.
Store Manager
Thomas Jewellers
Albury, NSW
05.2001 - 05.2016
- Organized promotional events to increase product awareness.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Resolved customer complaints in a timely manner.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Prepared staff work schedules and assigned team members to specific duties.
- Created weekly work schedules for store personnel.
- Implemented efficient systems for tracking stock movement.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Monitored progress by establishing plans, budgets and measuring results.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Developed relationships with suppliers to negotiate better prices.
- Prepared monthly reports on sales figures, expenses, profits.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Updated and maintained store signage and displays.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Implemented campaigns and promotions to help with developing goods and services.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Formed and sustained strategic relationships with clients.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Monitored employee performance and identified performance gaps for corrective action.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Managed daily banking activities such as deposits and withdrawals.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Delegated work to staff, setting priorities and goals.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Area Manager / Store Manager
Adairs
Albury, NSW
03.1991 - 04.2001
- Mentored team members by demonstrating best practices for sales and customer service.
- Coordinated Daily Field Reports (DFRs) and distributed to clients.
- Resolved conflicts between employees or customers in a professional manner.
- Conducted market research and reported on competitors.
- Streamlined operational efficiencies by successfully hiring top talent driving productivity.
- Planned material and equipment needs to drive on-time delivery in concert with project schedule.
- Maximized sales by effectively rolling out new incentive programs across regional stores.
- Investigated customer complaints promptly, identified root causes and implemented corrective actions.
- Identified business opportunities by analyzing consumer trends within local markets.
- Identified and developed top talent to promote performance-oriented culture.
- Collaborated with other departments such as Human Resources or Marketing on initiatives related to Area Management duties.
- Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
- Coordinated with store managers to develop plans for improving operational efficiency.
- Revitalized underperforming teams and transformed profitability and productivity through targeted training.
- Enhanced sales volume through skilled support to both new and inactive customers.
- Resolved customer complaints regarding sales and service.
- Oversaw regional and local sales managers and staff.
- Supported sales team members to drive growth and development.
- Promoted positive customer service experiences by promptly resolving conflicts.
Education
High School Diploma -
Kooringal High School
Wagga Wagga NSWSecretarial Studies - Secretarial Services
Institute of TAFE
Wagga Wagga NSWGuest Experience in Action - Guest Experiance in Action
Toyota Institute of Australia
Altona VICGuest Experience Management - strategic -
Toyota Institute of Australia
Altona, VICDealing with Difficult Situations -
Toyota Institute of Australia
Altona, VICGuest Experience Management - Operational -
Toyota Institute of Australia
Altona, VICDevelop teams and individuals -
Toyota Institute of Australia
Altona, VICToyota Local Area Marketing -
Toyota Institute of Australia
Altona, VICDigital Marketing and Social Media -
Toyota Institute of Australia
Altona, VICFleet & Government Sales - Small, Medium, Large Enterprise -
Toyota Institute of Australia
Altona, VICSkills
- Goal setting
- Performance tracking
- Time management
- Client engagement
- Work Planning and Prioritization
- Continuous improvement
- Decision-making
- Public speaking
- Client relationships
- Team collaboration
- Best practices implementation
Accomplishments
- Top 1 nationally for guest experience for Toyota
- 6 x Top 1 for Victoria, Tasmania (southern region for Guest Experience and Loyalty for Toyota
- 6 x Toyota Guest Experiance Masterrs - Top 20 Nationally
- 6 x Regional Finalist for Toyota National Skills
- Natiuonal finalist 2018 for Toyota National Skills
References
References available upon request.
Timeline
Fleet & Government Sales & Admin Consultant
Jacob Toyota
01.2022 - 07.2024
Guest Experience Manager
Jacob Toyota
08.2016 - 12.2021
Store Manager
Thomas Jewellers
05.2001 - 05.2016
Area Manager / Store Manager
Adairs
03.1991 - 04.2001
High School Diploma -
Kooringal High School
Secretarial Studies - Secretarial Services
Institute of TAFE
Guest Experience in Action - Guest Experiance in Action
Toyota Institute of Australia
Guest Experience Management - strategic -
Toyota Institute of Australia
Dealing with Difficult Situations -
Toyota Institute of Australia
Guest Experience Management - Operational -
Toyota Institute of Australia
Develop teams and individuals -
Toyota Institute of Australia
Toyota Local Area Marketing -
Toyota Institute of Australia
Digital Marketing and Social Media -
Toyota Institute of Australia
Fleet & Government Sales - Small, Medium, Large Enterprise -
Toyota Institute of Australia
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