Amie Kuresa

Customer Team Leader

IKEA Logan

Slacks Creek , QLD

11.2017 - 10.2024

Provided team leadership and guidance to a customer service team of 15 employees.
Developed strategies for increasing customer satisfaction and loyalty.
Monitored performance metrics, including call volume, average handle time, customer feedback scores, and other KPIs.
Conducted regular one-on-one meetings with team members to discuss performance goals and objectives.
Identified training opportunities for staff to enhance their skillsets in order to better serve customers.
Resolved complex customer issues in a timely manner while maintaining high levels of professionalism.
Reviewed customer service policies on an ongoing basis to ensure compliance with company standards.
Assisted in the recruitment process by interviewing candidates and making recommendations for hire or promotion decisions.
Established key relationships with internal departments such as sales, marketing, product development., in order to improve cross-functional collaboration.
Ensured that all customer inquiries were responded to promptly and accurately.
Managed daily operations within the department including scheduling shifts, assigning tasks, monitoring workflow.
Implemented process improvements for streamlining workflows, reducing costs, and improving productivity.
Collaborated with senior management on strategic planning initiatives related to enhancing the customer experience.
Referred unresolved customer grievances to designated departments for further investigation.
Assisted customers with price checks, lifting heavy items and addressing other inquiries.