1. Michelle Kaiwai
Contact Number: +61 426 896 006 Email Address: michellekaiwai@gmail.com
Summary
I am a self-motivated individual with knowledge and experience across the FMCG industry.
Expert at assisting companies develop processes and procedures to ensure maximum
satisfaction from both internal and external customers. A true professional who possesses the
required drive to achieve results and secure the best possible outcome for the organisation.
Currently looking to join a company that can offer a high energy work environment where my
skills, strengths, insight and initiative will drive business performance and lead positive change.
Key skills:
 Experience across FMCG industry
 Experience with Retail and Sales
 High attention to detail
 Reliable and responsible
 Works wellindependently and within a team
 Strong decision making and problem solving skills
 Results focused
 Ability to meet deadlines
 Excellent administration skills
 Proactive
 Clear and concisecommunicator
Qualifications:
2016 Credentialed Master Practitioner of Coaching (ICG0203CMC) The Coaching Institute
International Coach Guild (ICG) LEVELIII
2014 Certificate IIIin Warehousing Operations L’Oréal
2013 Certificate II in Warehousing Operations L’Oréal
2012 Certificate I in Warehousing Operations L’Oréal
1998 Advanced Associate Diploma in Business (Marketing) Melbourne Institute of
Textiles
1997 Certificate II in Office& Administration O.L.S.H
1997 VCE Our Lady of the Sacred Heart
Technical Skills:
 MicrosoftWord
 MicrosoftPowerPoint
 MicrosoftOutlook
 MicrosoftExcel
 SAP/SWIFT
 EPOQ

2. Work History
eCommerce Operations Supervisor -L’Oréal
December 2015 – February 2016
Achievements:
 Expert with trouble shooting errors arising from the Online ordering platform (C3)
 Lead and managed a team of up to 14 people ensuring the team achieved the highest
quality outcomes and KPIs being met consistently
 Playedan activerole in the setting up of PayPal(new payment platform) whichagain
helped minimize fraud and operator intensive process
 Efficientresource planning by aligning and adjusting resources with operational
activities to meet business objectives
 Intervened when errors due to customer error were identified through orders made via
the website
 Established criticalescalation process for customer disputes resulting in maximum
customer retention
 Minimised the number of returns and cancellations by implementing a new returns
process
 Standardised processes across Lancôme, Clarisonic & Keihl’s service brands to expand
the company’s ability to respond to customers more efficiently
 Serviced internal customer teams including Credit, Finance, Warehouse and Dispatch
teams
 Liaised and assisted E-Commerce ProjectsManager, Division Brand Managers,
Warehouse Managers and in-house and overseas (Paris) IT teams
 Playeda crucialrole in identifying and troubleshooting errors prior to launches by
testing order flow of test orders especially when orders are translated from the website
to SAP.
Sales Coordinator (across4 divisions) - L’Oréal
Consumer Products Division, Professional Products Division,
Luxury Products Division and Active Cosmetics Division
July 2015 – December 2015
Achievements:
 Processed orders and ensured delivery windows were met for Launches, Store Openings
& Promotions
 Investigated client disputes and responded to customer enquires via phone and emails
 Extensive input into pricing process and cycles
 Managed stock levels and next receipts (stockin warehouse, estimated delivery into
warehouse, shipments)
 Received stockon arrival into Australia
 Sound understanding and workingknowledge of Promax/BOM(Bill Of Materials),
Pricing, Order Combination and Consolidation
 Liaised with Area Managers, State Merchandisers & Sales Representatives across all
divisions

3. Short Term Planner - L’Oréal
Professional Products DivisionApril 2015 – July 2015
Achievements:
 Productionplanning and weekly forecasting which improved visibility formarketing
and warehouse teams and this in turn allowedplanning in order to meet deadlines.
 Processed Internal orders (Fiche’s) and raised Purchase Orders in a fast paced, high
pressure environment
 Co-ordinated shipments fromsuppliers from Australia and overseas
 Managed stock controland reconciled within house systems
eCommerce Operations Manager - L’Oréal
September 2014 – April 2015
Achievements:
 Overhauled the Standard Operating Procedures forthe division allowing fora more
seamless delivery process.
 Established new processes including securing of additional PCs and label printers which
allowed fora reduction of labour hire by 50%
 Maximized revenue, minimized complaints and almost eliminated fraudulent activity
(including credit card fraud) by improving the Online Order process
 Increased capability of the production line by revamping the layout of the warehouse to
ensure efficientspace utilization which also resulted in improved timeliness by the
picking/ packing teams
 Efficientresource planning by aligning and adjusting resources with operational
activities to meet business objectives
 Increased productivity by ensuring the team were multi skilled and couldcompensate in
the absence of other team members
 Managed and scheduled daily workflow,labour hire, staff timesheet and packing station
summary reports
 Established an extensive reconciliation reporting system that ensured Electronic Data
Interchange (EDI)errors and discrepancies were highlighted and couldbe managed
proactively
 Worked actively towardseliminating manual processing such that human error was
kept to a minimum
 Liaised with Paris IT and Help Desk teams to resolve technical issues from FTP files into
SAP.
Assistant Transport Coordinator & Order Release/DispatchL’Oréal
March 2011 –September 2014
Achievements:
Minimize rejection of delivery by ensuring high levels of data accuracy of to meet delivery
windows(time slot) time sensitive deliveries
 Liaising with transport companies/customers why – make bookings fordeliveries (job
numbers/ receipts match up)
 Maintaining daily dispatch logs (stockcoming in and out of the warehouse)
 Maintaining Proof of Delivery (POD’S) by coordinating (communicating via their
website/phone) with transport companies
 Ensure strong adherence to all OHS policies and procedures

4.  Always met end of month deadlines
 Ensuring cut off foreach division is achieved (make sure orders are released forpicking
teams)
Prior to 2009
2006-2009 Customer Service Advisor (Claims) Centrelink
2004-2005 Branch Sales Officer BUPAAustralia Health HBA
2003-2004 Member Call Centre Consultant RACV
1999-2002 Customer Service Consultant ANZ
Referees upon request