Amanda Kang

A pleasure of leading and inspiring 6 staff members by embodying Lorna Jane's vision and mission, engaging with customers and working hard to exceed daily, weekly and monthly targets, resulting in double digit growth.

Loved interactions with customers and staff and juggling responsibility of staff performance, increasing sales and monitoring financial performance of the store.

Skills & Experience:

- Recruiting, training, supervising and appraising staff

- Managing budgets

- Handling customer queries, complaints and finding solutions

- Overseeing pricing and stock control

- Actively promoted the store; weekly visual merchandising

- Liaising with head office and other departments.

I was first point of contact for members and visitors to the Club, handling queries in an efficient and professional manner. Part of a small team performing administrative duties and cash handling, balancing the cash register and eftpos machine at the end of my shifts.

Skills & Experience:

- Attentive, engaging and professional towards members, visitors and internal/external staff and problem solved where needed (face-to-face and over the phone).

- Ability to multi-task with a level head during busy times
- Cash handling and balancing of cash register, banking and eftpos machine
- opening and closing of the Club, following safety and procedural steps
- assisted with extra tasks in quiet times, taking the initiative to seek work to help out the sales team, PTs or other staff.

Working for Centrelink (FAO Families Stream, Moorabbin and DRU Debt Recovery Unit, I was part of a team in a contact centre environment, performing this role with empathy and professionalism and adhering to Centrelink's policies and procedures. I strived to reach individual and team KPI's and was recognised for having outstanding attendance in Moorabbin Call (by having minimal non-rec leave). I prided myself having few difficult callers as I treated customers and staff with respect which is paramount in this delivery of service.

Skills & Experience:

- Engaged with all internal and external customers, managing calls in a timely and effective manner (inbound and outbound)

- Identified customer needs, providing first point resolution where possible or escalating when required

- Maintained records of all customer conversations on the contact centre CRM system, using discretion, professionalism and worked within privacy laws

- Strived to deliver high performance on our contact centre metrics, helping to answer or solve customer queries as quickly and efficiently as possible

- Adhered to all department policies and procedures when interacting with customers.

I was part of a special team designated to take national calls, capturing details of tax evasion, that were forwarded to an audit/fraud team for investigation.

Skills & Experience:

- Provided professionalism and exceptional listening skills in capturing details from callers and writers (via calls, letters and emails).

- Displayed ability to enter data with high degree of accuracy, and exceptional attention to detail.

- Always demonstrated excellent verbal and written communication skills

- Possessed a strong and positive work ethic

- Thoroughly enjoyed this contractual work as part of a team.

Part of a close knit team dispensing prescription glasses and sunglasses, selling contact lenses and accessories while having the unique specialty of cutting and fitting lenses. Answering calls and working as a team to deliver exceptional customer service.

Skills & Experience:

- Worked as a valued team member, moving from retail floor to "lab" and vice versa where I attended to customers, quality checked and fit their glasses and made up their prescription or non- prescription glasses in the "lab".

- Professional manner when answering store calls

- Liaised with optometrists, other stores and external suppliers

- Cash handling, balancing of the register and eftpos machine and daily banking - Running of store reports

- Volunteered with stock inventory, opening and closing of the store.