Joelle Kellehear

Experience

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  McDonald's

  Jan 2007 - Oct 2015

  Business Manager

  McDonald’s is a leading global food service retailer with 90 per cent of its restaurants worldwide owned and operated by local businessmen and women. I was employed at the Helensvale and BP Coomera outlets, both of which were owned by the same franchisee.As a Business Manager, my primary responsibilities were to oversee and supervise inventory and planned maintenance as well as manage production and training.I am particularly proud of my implementation of a new management structure. My site was a pilot for the implementation and by identifying opportunities for positively managing change, I achieved buy-in from all managers within the store, resulting in the package being rolled out across all stores in Australia.Additional Responsibilities• Providing customer service management and training.• Leading and facilitating Change management.• Succession planning.• Recruiting, training and developing all new and existing team members.• Managing people in compliance with legislative requirements.Additional Achievements• Designed ‘Café in Drive Thru’, a project ensuring all Drive Thru coffee orders came through McCafe, then delivered the proposal and managed the project through to completion.• Implemented the ‘Build Your Own Burger Bar’, including hiring, training and consistent follow-up.• Managed new promotions every six weeks and, in doing so, drove efficiency, improved availability and increased the average spend. Show less

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  Bay Audio Australia

  Feb 2016 - Nov 2018

  Store Manager and Area Trainer

  Bay Audio offers expertise in a wide range of hearing solutions across its Australian network of 70 stores.In this role, my primary responsibility was the recruitment, training and development of all Store Managers throughout QLD, NSW and ACT in all areas of the business from 2017 to 2018.One of my notable achievements was the design, proposal and implementation of a more regular store checking system. By addressing a gap in store manager knowledge, this ensured all KPIs were being met and resulted in the area being recognised for having the highest quality, fewest complaints and higher retention within the company in the six-month period following the implementation.Additional Responsibilities• Periodic coaching and quality assurance to improve store and manager performance.• Training and development of all new team members.• CRM management.• Lead generation.• Data entry and general administrative duties.• Ensuring compliance with government legislation concerning the sale of hearing devices.• Developing positive relationships with key stakeholders.Additional Achievements• Completed all scheduling for the zone in addition to responsibilities.• Identified multiple local area marketing gaps, created plans for those to be tapped into, and as a result increased sales within two sites, hitting record sales for both. Show less

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  Customer Driven Solutions

  Apr 2019 - now

  Customer Driven helps organisations develop by drawing on Knowledge, Workforce and Customer Management to create experiences that build customer loyalty.As a Workforce Analyst, I am chiefly responsible for facilitating training sessions in both classroom and one-on-one capacities and for end-to-end scheduling, including Quality Assurance, for over 300 sites in conjunction with DHS contract requirements.Highlights of my work with Customer Driven include the leadership focus I have maintained as an Acting Team Leader at various intervals, and the development and maintenance of Knowledge Management systems that I have spearheaded.Additional Responsibilities• Coaching and developing new and existing team members.• Capacity Planning.• Developing focussed process improvement through consolidated feedback loops and routine workshops.Additional Achievements• Created full training plan from induction to full training for Customer Driven workforce schedulers. This included planning the time it would take; scheduling a time to complete; presenting the training plan to the Head of WFM; gaining approval; and then facilitating the training.• Developed a plan ensuring Subject Matter Experts (SMEs) assisted workforce consistently experiencing knowledge gaps; and streamlined the communication from the leadership team, ensuring the delivery of consistent messaging. The programme is still in place. • Was the leading SME of all Knowledge Management requirements, writing, designing and ironing out issues from creation through to up-to-date system maintenance.• Assisted in creating a Group of Four scheduling process from scratch, resulting in a specific structure for achieving schedule deadlines consistently and a contract extension of five years.• Created training plans and facilitated training addressing knowledge gaps to achieve a more proficient and productive workforce. Show less

  • Professional Services Coordinator

    Jul 2023 - now

  • Workforce Analyst

    Apr 2019 - now