Summary
Overview
Work History
Skills
Accomplishments
Educationtraining
References
Languages
Timeline
Generic

ALEKSANDRA LUU

Wollongong,NSW

Summary

I have been a customer service professional with over 20 years in Retail customer service, sales and management experience. I am versatile and organized, with managing up to 25 staff at any one time, and successful in leading, coaching and mentoring the team. I am focused on results and strive to achieve set targets. My high level of communication skills enables me to build an instant rapport with colleagues and customers. I am seeking a career that will create opportunities for growth, whilst allowing a healthy work- life balance.

Overview

13
13
years of professional experience

Work History

Coordinator

Service NSW
05.2024 - Current
  • Entered data, generated reports, and produced tracking documents.
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Gathered and organized materials to support operations.
  • Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
  • Streamlined administrative processes, allowing for more efficient use of resources and better support for project teams.
  • Monitored front areas so that questions could be promptly addressed.

Customer Service Representative

Service NSW
12.2019 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Assistant Store Leader

Telstra Retail Store Miranda
01.2012 - Current
  • One on One sales coaching and identifying gaps
  • Staff development plans
  • Maintaining high level of customer service by ensuring service standards are high through individual Net Promotor Score feedback for all staff
  • Training New staff / update training for current staff in sales / products and systems
  • Running store days starts/ Area leadership team day starts
  • Greeted customers entering the store to ascertain what each customer wanted or needed
  • Investigating Customer Complaints
  • Maximising profitability through managing Rosters and controllable expenses and budget allocations
  • Implementing quarterly strategic business plans
  • Achieving monthly, quarterly and yearly sales budgets
  • Collecting sales data by analysing reports and distributing to staff and leadership team
  • Worked closely with all Manufacturer Reps for training and launch days
  • Organising staff and Rep evenings
  • Organising running staff meetings
  • Store NBN and leads expert.

Local Area Manager

Telstra - Illawarra
02.2014 - 08.2014
  • Sales Coaching and running sales meeting for store managers
  • Building a team culture of outperform and being the leader in the telecommunications field
  • Analysing sales data for multiple retail locations and preparing reports
  • Achieving quarterly and yearly KPI
  • Building a strong relationship with Licensee and key stakeholders
  • Working closely with stakeholders to ensure customers are provided with the highest Customer service
  • Involved with the Illawarra Area Board Meeting
  • Ran License Yearly Reviews for stores.

Skills

  • Coaching and development
  • Team leadership and mentoring
  • Effective Team Leader
  • Customer service oriented
  • Performance management
  • Exceptional communication skills
  • Sales
  • Customer relation development

Accomplishments

  • 2013, GMD AWARD, Outstanding sales performance to target and leadership qualities
  • 2008, SALES AWARD, Sales consultant of the year NSW

Educationtraining

  • Certificate IV Business Marketing
  • Certificate IV Retail Management
  • Telstra Retail Sales Model Training

References

  • Pamela Georgiou, 0467724764
  • Guy Sorenson, 00438020217
  • Dian Giatti, 04282852497

Languages

Macedonian
Elementary

Timeline

Coordinator

Service NSW
05.2024 - Current

Customer Service Representative

Service NSW
12.2019 - Current

Local Area Manager

Telstra - Illawarra
02.2014 - 08.2014

Assistant Store Leader

Telstra Retail Store Miranda
01.2012 - Current

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ALEKSANDRA LUU