Anja Marendy
Wanora,QLD
Summary
With over 20 years of customer service and cash management experience in retail and hospitality, eager to secure a rewarding and successful position within an organization that can leverage expertise and knowledge to enhance the experience for customers and clients while aligning with values and objectives. Throughout tenure at Coles Group Limited, consistently demonstrated ability to enhance customer satisfaction and improve team performance by effectively utilizing exceptional communication skills and proficiency in Adobe Creative Suite. Successfully increased productivity by developing comprehensive training materials and efficiently resolving issues. Adaptability and resourcefulness have allowed to consistently deliver high-quality service, resulting in strong client loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Assistant/Supervisor
Coles Group Limited
11.2019 - Current
- Excellent customer service skills in greeting clients/customers, determining nature and purpose of visit and directing to appropriate person - provision of information to customers, including services provided - review and answering correspondence for unit - interpreting and solving customers enquires and complaints - handling and managing money - balancing cash registers
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Developed comprehensive training materials to ensure consistent performance among team members.
- Streamlined communication between departments for improved collaboration and faster issue resolution.
- Collaborated with colleagues to implement new strategies for enhancing customer experience across multiple touchpoints.
- Proactively addressed potential customer concerns by anticipating their needs through active listening techniques and attentive service delivery methods.
- Mentored junior staff, resulting in increased productivity and reduced turnover rates.
- Utilized a customer-centric approach to problem-solving, enhancing the overall perception of the company''s commitment to service excellence.
- Successfully drove new product lines to increase annual profits by 20%.
Customer Service Assistant/Supervisor
Coles Group Limited
03.2008 - 10.2019
- Excellent customer service skills in greeting clients/customers, determining nature and purpose of visit and directing to appropriate person - provision of information to customers, including services provided - review and answering correspondence for unit - interpreting and solving customers enquires and complaints - handling and managing money - balancing cash registers
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Developed comprehensive training materials to ensure consistent performance among team members.
- Successfully drove new product lines to increase annual profits by 10%.
Education
Bachelor of Communication Design - Multimedia/Graphic Design
James Cook University
Townsville, QLD01.2005
Skills
- Customer Service
- Communication Skills
- Listening Skills
- Cash Handling
- Attention to Detail
- Teamwork
- Adaptability
- Resourcefulness
- Dependability
- Microsoft Windows
- Internet
- Word
- Excel
- Adobe Creative Suite
Accomplishments
- Received a certificate for exceptional customer service in the hospitality industry.
- IIT Sheraton Guest Satisfaction System
Secondary Education
Pimlico State High School, Senior Certificate
References
Cindy Goostrey,
Coles Group Limited,
Service Manager,
Brisbane, Queensland,
Work: (07) 3173 6700,
Mobile: 0437 842 146,
Kate White,
Coles Group Limited,
Assistant Service Manager,
Brisbane, Queensland,
Work: (07) 3173 6700,
Mobile: 0400 882 799,
Daina Kennedy,
31 Cedrelo Street, Moggill,
Queensland, 4070,
Mobile: 0417 254 985
Personal Information
- Hobbies: Creating illustrations & paintings for my online store, Swimming, Reading
- License: Yes
- Health Status: Excellent – Non Smoker
- Marital Status: Married
Languages
German
Native or Bilingual
Timeline
Customer Service Assistant/Supervisor
Coles Group Limited
11.2019 - Current
Customer Service Assistant/Supervisor
Coles Group Limited
03.2008 - 10.2019
Bachelor of Communication Design - Multimedia/Graphic Design
James Cook University
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