Alma Kelly

• Mentored junior team members in the nuances of superior customer care, bolstering their skills and confidence levels.
• Optimized workflows, enabling more effective resource allocation and improved service delivery times.
• Streamlined communication channels for improved customer interaction and faster resolutions.
• Facilitated conflict resolution between customers and company representatives, preserving relationships and promoting brand loyalty.
• Managed escalated customer issues with empathy and understanding while maintaining adherence to company policies.
• Supported teams by relieving Team Leaders.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Led by example, demonstrating commitment and professionalism that inspired team members to excel.
• Motivated team members to surpass their targets, recognizing and rewarding their achievements.
• Due to family members cancer diagnosis I relinquished my role as a team leader to be main care provider.

* Subject matter expert in Direct Banking at CBA in Call Centre environment.

• Demonstrated adaptability by quickly adjusting to changes in work schedules or job assignments based on fluctuating production demands.
• Increased overall productivity with thorough equipment maintenance, timely cleaning, and regular sharpening of tools.
• Contributed to a positive work environment by maintaining clear communication channels and promoting teamwork among colleagues.
• Adhered to all safety regulations, resulting in a reduced number of workplace accidents and injuries.
• Complied with food safety, hygiene and sanitation regulations for safe food preparation.

• Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
• Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
• Maintained clean and welcoming dining environment, ensuring a positive guest experience.
• Remained calm and poised when dealing with difficult customers or during busy shifts.
• Corporate function service in offsite locations - Stadiums, Raceways and the company's wedding Venues.