Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Timeline
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Mami Kearney

Reservoir,VIC

Summary

I am a passionate and customer focused service specialist with over 30years of experience in various industries . I am able to understand client needs and provide them with exceptional results through ensuring a proactive and flexible approach towards tasks.

I am an experienced and reliable Customer Service Team Manager with successful history leading and motivating staff members to exceed goals . Offers excellent communication and organizational skills.

Goal- oriented Team Manger dedicated to meeting team performance objectives and achieving set targets.

Overview

36
36
years of professional experience

Work History

Team Manager

Ten Group
07.2019 - 01.2024
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
  • Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Coordinated team collaboration to share ideas and build best practices.
  • Delivered regular team meetings for aligned work towards common goals.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Customer Service Representative

ONCALL Interpreters&Translators
10.2017 - 06.2019
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Airport Customer Service Agent

AeroCare
07.2017 - 10.2017
  • Enhanced customer satisfaction by providing timely and accurate flight information.
  • Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
  • Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
  • Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
  • Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
  • Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
  • Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
  • Assisted customers with special needs, offering personalized support throughout their travel experience.
  • Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
  • Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.

Customer Service Supervisor

Lufthansa In Touch
01.2008 - 03.2017
  • Resolve escalated customer complaint calls with strong talking skills.
  • Provided exceptional support to customer service consultants, by providing expert advice and guidance and emotional support.
  • Update and communicate changes to process, products and services including the editing of global information sources.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Monitor and improve team and individual performance through conducting up to 40 call evaluations per month aligned to Lufthansa's customer service quality standards. Product feedback and coaching to individual consultants m including the development of SMART goals and action plans , to support their personal development.
  • Oversee and manage daily call performance on all markets via Real TIme Monitoring.
  • Conduct monthly team meetings to provide product and procedure updates.
  • Handle email enquiries in both Japanese and English languages.
  • Interviewed and trained new quality customer service representatives.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.

Customer Service Representative

Lufthansa Airlines
08.1999 - 12.2007
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Tour Guide

Nichigo Interpreter And Guiding Services
01.1988 - 01.1996
  • Enhanced visitor experience by providing engaging and informative tours of various attractions.
  • Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests.
  • Strengthened relationships with local businesses by collaborating on promotional events and crosspromotions.

Education

No Degree - Zoology

University of Melbourne
Melbourne, VIC

High School Diploma -

Matsugaya High School
Tokyo
03.1987

Skills

  • Performance Coaching
  • Meeting Facilitation
  • Staff Development
  • Performance Appraisal
  • Project Management
  • Data Analysis
  • Team Building
  • Quality Assurance
  • Problem Solving
  • Training and Development
  • Decision Making
  • Time Management
  • Effective Communication
  • Organizational Skills
  • Resource Allocation
  • Performance Management
  • Customer Focus
  • Staff Management
  • Employee Development

Affiliations

  • Travel , cooking and yoga

Languages

Japanese
Full Professional

Timeline

Team Manager

Ten Group
07.2019 - 01.2024

Customer Service Representative

ONCALL Interpreters&Translators
10.2017 - 06.2019

Airport Customer Service Agent

AeroCare
07.2017 - 10.2017

Customer Service Supervisor

Lufthansa In Touch
01.2008 - 03.2017

Customer Service Representative

Lufthansa Airlines
08.1999 - 12.2007

Tour Guide

Nichigo Interpreter And Guiding Services
01.1988 - 01.1996

No Degree - Zoology

University of Melbourne

High School Diploma -

Matsugaya High School

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Mami Kearney