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
