Kenneth Rosero
Bowen Hills,QLD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work History
Call Centre Agent
TSA Groups
Bowen Hills, QLD
01.2019 - Current
- Increased customer satisfaction by resolving product issues.
- Served customers and followed outlined steps of service.
- Carried out day-day-day duties accurately and efficiently.
- Used coordination and planning skills to achieve results according to schedule.
- Maintained energy and enthusiasm in fast-paced environment.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Handled100+ calls per day to address customer inquiries and concerns.
- Participated in team-building activities to enhance working relationships.
- Adhered to social distancing protocols and wore mask or face shield.
- Oversaw daily operations to ensure high levels of productivity.
Store Manager
Stateside Sports
Bowen Hills, QLD
03.2014 - 10.2018
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Developed new store location from ground up by hiring and training efficient team.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Analyzed and interpreted store trends to facilitate planning.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
Store Manager
Universal Store
Mount Gravatt, QLD
11.2011 - 02.2014
- Managed store organization, maintenance and purchasing functions.
- Trained team members in successful strategies to meet operational and sales targets.
- Completed routine store inventories.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
Education
Diploma - Business And Commerce
Metropolitan Institute of TAFE
Mount Gravatt 02.2012 - 06.2013
Skills
Documentation and reporting
Inbound and outbound calling
Service recommendations
Issue escalation
Relationship building and management
Maximizing profitability
Timeline
Call Centre Agent
TSA Groups
01.2019 - Current
Store Manager
Stateside Sports
03.2014 - 10.2018
Diploma - Business And Commerce
Metropolitan Institute of TAFE
02.2012 - 06.2013
Store Manager
Universal Store
11.2011 - 02.2014