Joanna Collins

CURRICULUM VITAE JOANNA LEE COLLINS Customer and client satisfaction, individual management and development, ongoing training and coaching, issue resolution, recruitment, and data analysis. These are areas throughout my career in which I have flourished, and have a passion and drive for. I have successfully contributed to constant changing and evolving environments through dedication, commitment and perseverance. I often ask myself 3 key questions on any given day. 1. What have I learnt today? 2.What have I positively contributed to the business today? 3.How can I better myself tomorrow and right now? There’s one common denominator within the answer – the understanding that in today’s world, you can never learn too much. CAREER SUMMARY The Lopez Group                                                                          Jan 2018 - Present Digital Marketing & Relationships Manager Jeanswest                                                                                       May 2016 – Nov 2017 Senior Store Manager                                                                          CROSSMARK Sales and Marketing                                            Sept 2015 – May 2016 Client Service Manager – SALMAT CROSSMARK Sales and Marketing                Sept 2013 – Sept 2015 Client Service Executive – Retail Data Acquisition Services CROSSMARK Sales and MarketingJuly 2011 – Sept 2013 Client Service Executive – Consumer Electronics Forever New ClothingDec 2007 – May 2011 Regional Manager Allphones – Head OfficeSept 2006– Nov 2007 Customer Retention Manager Wanted Shoe Co.              July 2003 – Aug 2006 Store Manager EMPLOYMENT HISTORY Jan 2018 - Present Digital Marketing & Relationships Manager The Lopez Group Responsibilities: Actively seek out and secure high-end investors for ICOs in the blockchain industry Curate and publish blog posts as relevant to the needs of the business Research and implement effective marketing strategies Research new and current blockchain technology and provide relevant feedback where needed Broaden visibility across social media platforms Seek out relevant advertising spots within budget Provide excellent communication skills Achievements Successfully sought out investors for new ICO on the market Assisted in the delivery of white paper to mainstream media May 2016 – November 2017 Senior Store Manager Jeanswest Responsibilities: Track and implement financial quotas for the store and staff based on the outlined financial goals of the business Evaluate staff quarterly and replace staff as needed based on performance-based metrics Complete schedules and assign duties and responsibilities to the store’s staff Recruit and hire staff for the store to meet the needs of customers and the business Train new employees and provide continuing training and education to current staff Manage store inventory and stocktake Achievements: Enforced high standard of customer service resulting in consistent “perfect” scores based on customer surveys Introduced a social media group to encourage team interaction and ensure all store staff are kept up to date with store activity Created a stock handling and management handbook for current and future staff September 2015 – May 2016 Client Service Manager – SALMAT CROSSMARK Sales and Marketing Responsibilities: National management and coordination of all field agents including Team Leaders Adhering to company and client budget Ensuring seamless execution and strict deadlines are met across the nation Daily liaising with client to ensure common goals are achieved Strategic implementation of field agents’ rosters to ensure staff at utilised at maximum capacity Achievements: Re-engineered execution in field resulting in extreme client satisfaction and completing tasks well before deadline, resulting in renewing contract Created new time table of all staff and Team Leaders to maintain minimum spend and wage control Exceeded client’s expectations as it was the first time managing the project and executing seamlessly (May 2015) September 2013 – May 2015 Client Service Executive – Retail Data Acquisition Services CROSSMARK Sales and Marketing Responsibilities:   National management of 150 field staff including Team Leaders Training and on-boarding of all new staff Oversee and direct nationwide recruitment of all staff Strategic planning of daily field agents’ tasks to ensure KPI’s are met daily Achievements: Winner of companywide “Team of The Month” for the month of March Successful restructure of all field team to reduce client and company costs Consistently meeting company KPI’s across the nation July 2011 – September 2013 Client Service Executive – Consumer Electronics - Dyson, Seagate and Philips CROSSMARK Sales and Marketing Responsibilities: National management of 15 field staff across the Dyson program Nationwide recruitment of all field staff   Facilitate training meetings, including succession planning, team development and ongoing coaching   Daily liaising with warehouse regarding logistics and streamline execution of Point of Sale distribution Achievements: Winner of company wide Client Service Excellence award - February 2013 Sourced new external company for Point of Sale installation, saving CROSSMARK $20 000 annually December 2007 – May 2011 Store Based Area Manager - Forever New Clothing Responsibilities: Facilitated and prepared group training days for all new and existing staff Motivated and encouraged team members to achieve their store targets Statewide development and coaching of all staff, including succession planning and development Merchandising management to enhance profitability Ensure VM standards are consistent Achievements: Awarded Champion of Customer Service and Sales - February 2009, due to a 40 % increase in sales within the first 3 months of employment Analysed daily sales figures effectively resulting in an annual increase of profit by 30% Aided in the development of the new staff training programme manual Ranked in top 5% of stores nationwide, four times consecutively, for achieving the highest mystery shopper results. (95% and over) September 2006 – November 2007 Retention Manager – Allphones Head Office Responsibilities: Presented high level customer service in an efficient manner Monitored and reported the results of retention efforts Executed orders for new service, reschedules and saved accounts Provided training and guidance to retention coordinators and call centre employees Achievements:  Increased customer retention by 30% over 6 months July 2003 – August 2006 Store Manager – Wanted Shoe Co. Responsibilities: Trained and inducted all new staff members, and provided on going coaching and development Rostered all store staff across multiple stores Merchandised all new season stock and refills Achievements: Assigned to head trainer of new staff within 6 months of role, as the result of achieving 125% of store sales budget EDUCATION Graduated Year 12, 2000 - Mount St Joseph’s Milperra, NSW INTERESTS Reading –- Circuit training and running. Currently training in Japanese Jujitsu (Martial Arts - Brown Belt) Cooking Writing/blogging Travelling Language learning LANGUAGES Maltese – Intermediate Spanish – Beginner - Intermediate