Blake Coleman Email & Phone Number

Wollongong, NSW, AU

Macquarie Park, NSW, AU

• Worked to manage the processes and efficiency of all device returns activities from a range of business units including Optus branded retail stores, Mass Market partner sites, and Optus Business and Enterprise accounts.
• Aftersales returns – managing the end-to-end warranty/non-warranty and insurance processes ensuring reliability and efficiency of roughly 1-2k orders weekly to meet strict turnaround times in line with customer.
• Cancellations returns – Overseeing the handset cancellations returns process from customers exiting their contracts, ensuring the swift processing of this stock back into inventory to allow for credits to be applied as.
• Good stock returns – Facilitating the return of roughly 4k units monthly of good stock from Optus branded retail stores as part of regular stock rotations and ensuring smooth processing back into inventory for.
• Ad-Hoc returns – Managing all ad-hoc requests from various stakeholders to facilitate the return of various volumes of stock to deliver tender recovery of any stock that no longer has a business use and to prevent.
• Managing vendor relationships with multiple warehousing and logistics stakeholders to deliver the smooth operation of the Optus returns functions and deliver operational efficiencies while managing a constantly.

Macquarie Park, NSW, AU

• End to end management of all aspects of store operations including:
• Recruitment of new talent, on boarding and training all team on all aspects of their role including oversight of rigorous training program covering Privacy Law, Information Security and other regulatory requirements
• Effective labour management of a small team of up to 6 including rostering to maximise team availability and store profitability while managing leave balances to promote a healthy work/life balance
• Identification and execution of strategic opportunities in the local market to increase brand consideration and drive sales uplift - Execution of a 2-week pop up event and movie night in partnership with the 2019 Tulip.
• Managing store stock levels and stock accuracy while minimising stock shrinkage and theft through accurate monthly stocktakes, strong stock handling processes across the entire store team, and regular stock counts.

Macquarie Park, NSW, AU

• Providing consistent and ongoing coaching and feedback to store sales team to assist in on boarding new talent, upskilling existing team and ensuring the store is skilled in handling all types of customer enquiries to.
• Supporting the store team as a first level point of escalation for customer issues and complaints by assisting with customer de-escalation, handling more complex customer complaints and using a network of both internal.
• Working with the Store Manager as part of the Store Leadership Team to ensure the effective operation of the store and surrounding stores, including stepping in to fill Store Management responsibilities to cover annual.

Macquarie Park, NSW, AU

• Performing against individual sales targets across a range of around ten different sales categories to assist in supporting overall store performance
• Providing ongoing support and assistance to other team members to assist in customer issue resolution and upskilling of other team members
• Managing the overall customer experience by supporting customers with their needs, educating them on other aspects of the technology in their lives including emails, streaming & apps and providing ongoing support to.

Chatswood - Sydney, NSW, AU

• Taking ownership of store online training to maintain completion rates across the entire team and ensuring compliance with all food safety measures and regulations
• Working with the Franchisee and Restaurant Manager to ensure smooth operation of the restaurant on a daily basis by coordinating a team of up to 20, covering both front of house and back of house activities
• On boarding and supporting new starters with regular training and ongoing coaching within their role for all new team across both front and back of house
• Producing food of the highest quality in a timely manner to ensure all customers are served and satisfied while managing the amount of food being cooked to minimise stock loss due to over preparation

Bachelor Of Commerce - Bcom, Human Resources Management/Personnel Administration, General

Getting Started With Analytics - Mini-Credential