Cathleen Aletta Daniels
Chatswood
Summary
Led initiatives to elevate service standards and enhance customer satisfaction. Championed brand advocacy through effective communication and engagement. Anticipated challenges and implemented solutions to mitigate risks.
Overview
15
15
years of professional experience
Work History
Business Manager
Surge SMC
Auckland
09.2022 - Current
- Managing staff and training and development and running of Auckland region and sales work,seeking new business opportunities.
Territory Service Manager
SURGE SMC
Auckland, AUK
09.2024 - 08.2025
- Assisted in managing territory by coordinating a team of merchandisers. Supported training initiatives for shelf management crews. Helped maintain service levels through effective call cycle management.
- Assisted in acquiring new customers through cold calling efforts. Supported customer service initiatives and maintained accurate reporting. Fostered customer relationships through regular store visits to various outlets including pharmacies and butcheries.
Regional North Island Field Manager
Ovato
Auckland
07.2021 - 05.2022
- In my role as field manager I was in charge of the Auckland region. Pukekohe -Kaitaia inclusive of Waiheke. To ensure the most efficient,effective & professional means of distribution for OVATO customers is provided by successfully managing and leading the delivery network through planning,delegation,coaching and performance management so that the network consistently delivers a level of service and performance that meets or exceeds customer expectations.
- Key Accountabilities
- Managing and leading the field.
- To monitor performance of Supervisors and implement strategies to improve their performance where required.
- Upon request conduct store visits and liaise with clients.
- Monitor repeat queries and give direction to supervisors. Rate of queries not to be higher .0.4% of booked quantity. Use of query reports to highlight repeat queries.
- Manage quality of response from supervisors when queries are logged,upon request.
- Responsible for effectively acting on feedback received from query censoring reports.
- Managing the query process in the field.
- Monitoring of quantity updates.
- Drive in and monitor the supervisors area .Ensure the investigating process is completed.
- Conduct Performance Reviews with direct reports.
- Manage supervisors use of Streetlink
- To carry out ongoing training of supervisors.
- To recruit and train supervisors where required.
- To provide a professional interface between supervisors & OVATO Distribution.
- Monitoring unfilled DT’s , could not remain unfilled for more than two weeks.
- I created upon request a monthly spreadsheet with accurate data on unfilled runs and adding graphs to highlight any trends and taking immediate action.
- I have created KPI and WIP documents to help measure Supervisors on performance reviews. To help and improve on areas they needed to focus on to help a smoother running of their areas.
- Managing Processes and Policies- Responsible for review and adjustments of pay rates and costs. Regular review of area coverage. Managing PDA auditing.
- Health and safety. To ensure Health & Safety standards are always maintained within the network.
- To assist other field managers as required.
Senior Area manager
Storelink
03.2020 - 02.2021
- Started out as a sales merchandiser and merchandising in various stores, Countdown, New World and PNS stores, The Warehouse groups. Briscoes. Took a promotion as Area manager and looked after the Northshore and far North. Having a team of merchandisers and stores to look after and organize and ensuring the area runs smoothly. Took a promotion as Operations manager and had a territory from Pukekohe to Kaitaia. Where I was responsible for looking after the wider Auckland and all Area managers and their merchandisers and CSM’s (Client Solution managers)
- In my role as operations manager I was in charge of overseeing all of Auckland. This included under my supervision and management of 6 area managers and 7 CSM’s ( Client solution managers). This was inclusive of all stores under our banner from Bombay to Kaitaia.
- With this I was incharge of the following duties as listed below.
- Interviews and Induction into the office and in the field.
- Placing of adverts using various platforms.
- Training and development of area managers and CSM including merchandises.
- Organizing monthly meetings and training sessions.
- Quarterly performance reviews of Area managers and CSM’s
- Creating an area manager toolkit and ensuring that all divisions within the company so area managers could have a reference guide to processes and systems.
- A range of various reporting, which included monthly reports, unclosed jobs, compliance reporting, agent and management reviews.
- Control of Fraedom expenses and that no one exceeded their budgets and have coded all expenses correctly and sent in their statements along with receipts by due date.
- Agent pay rates and increases.
- Area managers and CSM salary start ups and increases and employment contracts.
- Uniform orders ,tools of the trade.
- Managing data analysis -Ensuring managers were not exceeding KPI’s and meeting their targets.
- KPIs that are not met ,these had to be addressed as to why not and what action plans and how to resolve the issues that came about.
- Investigation of client complaints and expectations not met.(Bad merchandising or no show of merchandisers turning up for work)
- Store visits throughout the territory and territory managers meetings. This was done on a regular basis to ensure our service standards are met and stores are happy with work being carried out and what we could do better to improve our services
- Ensuring all areas were running smoothly and finding solutions to improve our service.This includes the tough decisions of hiring and firing and understanding why people resigned so that we could look and amend systems and processes that could be improved.
Operations manager
Storelink
11.2018 - 03.2020
- Management
Area manager
Storelink
10.2015 - 11.2018
- Management
Merchandiser
Storelink
10.2010 - 10.2014
- Merchandising
Education
Senior Matric - undefined
Grassdale High
South AfricaSkills
- Managing key clients
- Training and Development of Area Managers and support
- Leadership
- Problem-solving
- Good communication and written oral
- Honestly
- Adaptability
- Integrity
- Customer service relationship management
- Critical thinker and Analysis
- Reporting - using Microsoft Documents familiar with Word, Excel etc
- Quick Learner
- Call cycle management and recruitment Managing staff and sick leave and leave applications and cover work
- Organized meetings with my teams and using Powerpoint presentations
- Good communication skills
- Good phone manners and email etiquette
- Actively listens
- I have always been good at leadership roles and being an ambassador for my company I believe that a leader is someone who listens and is open to suggestions to help improve others in helping to understand and develop people I always ask how I may help as I feel this helps people to open up and one can come up with a plan to help where help is needed
Interests
I love cooking, Baking A bit of DIY Restoring old furniture and giving it new life, Was a Sunday School teacher at our church
Accomplishments
- I am very proud of myself for reaching my goals that I have set out for myself. Started as a Merchandiser, wanted to be an Area Manager ,successfully got that and ran a successful territory with a staff of 30 merchandisers.
Timeline
Territory Service Manager
SURGE SMC
09.2024 - 08.2025
Business Manager
Surge SMC
09.2022 - Current
Regional North Island Field Manager
Ovato
07.2021 - 05.2022
Senior Area manager
Storelink
03.2020 - 02.2021
Operations manager
Storelink
11.2018 - 03.2020
Area manager
Storelink
10.2015 - 11.2018
Merchandiser
Storelink
10.2010 - 10.2014
Senior Matric - undefined
Grassdale High