Dong Wen (Tony) Liao
Ringwood East,VIC
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Attentive professional experienced in guiding and motivating top-quality talent. Well-versed in assessing sales performance and managing staff performance against challenging expectations. Committed to consistently fostering superior customer service standards and communicating with tact and diplomacy.
Overview
2
2
years of professional experience
Work History
Caretaking Area Manager
Coles Express/Viva Energy Retail
01.2023 - Current
- Scheduled regular meetings with store teams to discuss objectives, performance metrics and customer feedback.
- Identified business opportunities by analyzing consumer trends within local markets.
- Inspected store facilities regularly to ensure compliance with safety regulations and standards.
- Coordinated with store managers to develop plans for improving operational efficiency.
- Coached Store Managers on developing effective sales strategies and building customer loyalty.
- Analyzed financial data such as sales reports, budgets and payroll records to identify areas of improvement.
- Monitored and evaluated district performance to ensure goals were met.
- Investigated customer complaints promptly, identified root causes and implemented corrective actions.
- Boosted team morale and overall revenue by creating sales contests.
- Revitalized underperforming teams and transformed profitability and productivity through targeted training.
- Identified and developed top talent to promote performance-oriented culture.
- Worked with direct reports to develop and implement action plans, improving operating results.
- Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
Multi-Site Manager
Coles Express
Doncaster, Victoria
12.2022 - Current
- Resolved conflicts between employees or customers in a professional manner.
- Coached Store Managers on developing effective sales strategies and building customer loyalty.
- Analyzed financial data such as sales reports, budgets and payroll records to identify areas of improvement.
- Reviewed staffing needs to ensure adequate coverage at all times in stores.
- Developed strategies for increasing sales, market share and customer satisfaction.
- Oversaw the recruitment process for new staff members including interviewing and training.
- Investigated customer complaints promptly, identified root causes and implemented corrective actions.
- Ensured that store personnel adhered to company policies related to cash handling, security systems, hygiene standards.
- Boosted team morale and overall revenue by creating sales contests.
- Evaluated schedules, orders and forecasts to plan processes and meet timetables.
- Boosted team morale and overall revenues by creating and implementing sales contests.
- Aligned procedures and protocols with changing business demands.
- Revitalized underperforming teams and transformed profitability and productivity through targeted training.
- Implemented training initiatives to coach staff on best practices and protocols for enhanced profitability.
- Supervised employees, ensuring optimal productivity.
- Mentored team members by demonstrating best practices for sales and customer service.
- Worked with direct reports to develop and implement action plans, improving operating results.
- Identified and developed top talent to promote performance-oriented culture.
Coles Express Fuel Escalations
Coles Express
01.2015
- Analyzed large datasets with statistical methods and software programs.
- Maintained accurate records of all data collected during analysis processes.
- Identified opportunities for process improvements across the organization.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained positive working relationship with fellow staff and management.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Site Manager
Coles Express
11.2007
- Resolved customer complaints in a timely manner.
- Developed strategies to maximize sales and profitability.
- Monitored inventory levels and placed orders to restock shelves.
- Recruited, trained and supervised new employees.
- Performed regular price checks to ensure competitive pricing.
- Maintained accurate records of employee performance reviews.
- Created weekly work schedules for store personnel.
- Updated POS system with new products and promotional offers.
- Prepared monthly reports on sales figures, expenses, profits.
- Identified opportunities for cost savings through waste reduction initiatives.
- Ensured compliance with safety regulations and company policies.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Established customer service standards and monitored staff compliance.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Updated and maintained store signage and displays.
- Trained and mentored associates to teach daily tasks and procedures.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
Assistant Site Manager
Coles Express
09.2007
- Conducted regular performance reviews with individual staff members to ensure goals were met.
- Resolved customer complaints in an efficient manner while providing excellent customer service.
- Managed inventory levels through accurate forecasting of demand trends.
- Provided customers with advice on products, pricing and services.
- Analysed customer feedback data to make recommendations for improvement initiatives.
- Prepared weekly and monthly sales analysis reports for management review.
- Monitored stock levels, identified discrepancies and initiated corrective action plans.
- Implemented policies and procedures related to retail operations including cash handling, stock control systems and security measures.
- Ensured that the store was always well-presented and maintained high visual merchandising standards.
- Reviewed daily sales reports to identify areas for improvement.
- Evaluated store performance and recommended action plans to increase productivity.
Casual Team Member
Coles Express
04.2007
- Handled customer complaints in a timely manner.
- Identified potential shoplifters through observation techniques.
- Processed returns, exchanges, and gift cards according to company policy.
- Monitored customer traffic flow within the store.
- Developed relationships with regular customers for repeat business.
- Assisted customers with product selection, inquiries, and purchase decisions.
- Updated knowledge of current sales and promotions.
- Stocked merchandise on shelves and displays.
- Maintained store cleanliness and organization.
- Operated cash register to process customer purchases.
Skills
- People management
- Coaching and Mentoring
- Team building
- Team engagement
- Leadership
- Customer service management
- Achieve KPI
- Waste management
- Stock control
- Effective rostering
- Recruitment, including Identifying future talent and succession plan
- Admin
- Multi-site management
- Effectively managing P&L
- Controlling costs
Areachampionroles
- Area Support (Second in Charge of the area)
- Safety Champion for the area
- Merchandise Champion for the area
- New team member trainer for the area
- Site Manager and Assistant Site Manager trainer for the area
- Team Engagement Champion for the area
Languages
English
Native/ Bilingual
Chinese (Cantonese)
Native/ Bilingual
Chinese (Mandarin)
Full Professional
Timeline
Caretaking Area Manager
Coles Express/Viva Energy Retail
01.2023 - Current
Multi-Site Manager
Coles Express
12.2022 - Current
Coles Express Fuel Escalations
Coles Express
01.2015
Site Manager
Coles Express
11.2007
Assistant Site Manager
Coles Express
09.2007
Casual Team Member
Coles Express
04.2007
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