BLAIR PENHALLURIACK
Christchurch
Summary
Diligent Senior Manager bringing three years of experience in operations, organizational development and team building within fast-paced environments. Proficient in planning, coordinating and executing successful operations-based strategies. Adept at improving operational stability, efficiency and profitability.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Fresh Foods Manager (2IC)
Woolworths New Zealand
Church Corner, Upper Riccarton, New Zealand
10.2024 - Current
- Analyzing and coordinating resolutions for customer inquiries, while achieving performance targets and making process changes to exceed customer satisfaction KPIs
- Monitoring customer service operations to assess employee performance and provide feedback and mentoring where necessary based upon strengths and weaknesses
- Handling problematic customers to assist lower-level employees to maintain excellent customer experiences
- The management of 100+ employees and two assistant managers, resolving conflict as required
- Successful recruitment, training, mentoring, and development of onboarding and current employees, giving the ability to introduce higher standards of customer service, protocol compliance, and performance-orientated strategies
- Ensuring a large range of KPI targets are met while controlling expenditure on wages and supplies to reduce costs and control budgets
- Leading and communicating with teams/departments to meet targets set internally and externally to increase sales, and assuming ownership over productivity to meet or exceed the KPIs and targets
- Reviewing repeated issues within operations to solve problems and improve company outcomes while increasing regulatory safety compliance
- Successfully directing and organizing product flow from delivery to the customer
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Fresh Foods Manager (Senior Role)
Woolworths New Zealand
Alexander, New Zealand
09.2023 - 10.2024
- Opportunity to open a new Woolworth's Supermarket in New Zealand setting up fresh departments with new store opening standards
- Successfully involved in the opening of Countdown's first 'green supermarket' by leading the Fresh Foods Department to excellence
- Evaluated data on stock levels, customer sales and other factors, assessed trends and acted on the findings to make effective operational decisions
- Lead five departments to achieve higher sales through development with department managers to ensure stock flow, stock orders, employees productivity, and their rostering were at operational maximum
- Managing stock quality to ensure customers satisfaction consistently met KPIs
- Ensure AsureQuality audits were passed, with no NCs
- Developed department manager's goals, with their feedback and recommendations
Customer Service Manager
Woolworths, New Zealand
Rolleston, CAN
10.2021 - 09.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
Fresh Foods Manager
Woolworths New Zealand
Fresh Foods Manager
07.2020 - 05.2021
- Bring part of a new store opening being the first Woolworth's store in New Zealand green star in sustainability.
- Evaluated employee performance regularly, providing constructive feedback for improvement when necessary.
- Implemented promotional strategies that resulted in increased sales revenue within the Fresh Foods Department.
- Oversaw budget allocation for labor hours, controlling costs while maintaining adequate staffing levels during peak periods.
- Reduced waste by closely monitoring product freshness and promptly removing expired items.
Skills
- Quality control and assurance
- Inwards good management
- Exceptional customer service skills
- Complaint management
- Managing 90 employees in fast-paced environments
- Employee hiring, training, and development
- Conflict resolution/problem solving
- Meeting and exceeding KPIs
- Expenditure/budget control
- Providing store manager/shadowing support
- Ability to create meaningful relationships
- Delegating
- Time management
- Team leadership
- Hands on
- Effective Troubleshooting
Certification
Store Manager Training, 01/01/21
Accomplishments
- Department of the Year (Regional), 01/01/18
- Department of the Year (Regional), 01/01/19
- Department of the Year (Regional), 01/01/20
Timeline
Fresh Foods Manager (2IC)
Woolworths New Zealand
10.2024 - Current
Fresh Foods Manager (Senior Role)
Woolworths New Zealand
09.2023 - 10.2024
Customer Service Manager
Woolworths, New Zealand
10.2021 - 09.2022
Fresh Foods Manager
Woolworths New Zealand
07.2020 - 05.2021
Store Manager Training, 01/01/21