Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Amy Makin

76 Cadonia Road Tuggerawong,NSW

Summary

Versatile Team Member ready to take on any required task and adapt to changing conditions with a resourceful and hardworking mindset. Frequently recognized for completing quality work with minimal to no supervision, being a highly organized and friendly individual with 4+ years of experience in customer service. Dedicated to business success, eager to learn more about Management skills and to advance professionally. Holds quality and teamwork in high esteem, efficiently carrying out physically demanding work while keeping supplies organized, managing simultaneous areas. Personable, motivated and strategic team leader with professional and knowledgeable approach to exceed objectives on a consistent basis, trained in resolution of critical issues within time-sensitive environments. Experienced and proactive problem-solver successful at overseeing personnel, programs and projects, building positive team dynamics to accomplish aggressive goals.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Duty Manager

Coles
Toukley, Killarney Vale, The Entrance, NSW
09.2023 - Current
  • Respond to customer questions and feedback surveys regarding products, prices and availability, maintaining professionalism in all customer interactions, answering concerns and resolved problems with friendly and knowledgeable approach.
  • Implemented quality assurance measures in order to maintain high standards of service delivery and supervised cash handling procedures.
  • Created a positive work environment for employees and coordinate employee schedules.
  • Handling confidential information about the business and a range of employee concerns (mental health and referring them to our linking services, trust, relationships, job information inquiries, training, etc.) in absence of the general (store) manager.
  • Maintained accurate records of staff attendance, sales figures and stock levels.
  • Provided training sessions for new staff members on company policies and procedures, alongside ongoing training to address staff needs and develop long-term career goals.
  • Monitored performance of staff members and employee productivity, offering constructive feedback, coaching, advice where appropriate and managing disciplinary processes.
  • Delegated tasks appropriately amongst team members according to individual skillsets and establish clear goals to keep employees working collaboratively.
  • Responded promptly to any emergency situations that arose during shifts such as broken equipment, problematic clients and other safety risks. Conducted regular inspections of equipment and facilities in order to identify any maintenance needs, being well informed on how to log issues professionally and take important phone calls regarding stock, equipment and facility issues.
  • Ensured compliance with local licensing laws and regulations relating to serving alcohol and tobacco, alongside company policies, objectives and communication goals.
  • Collaborated with upper management to improve productivity of operations, taking over from the Store Manager at the end of every scheduled day.
  • Planned and managed resources to consistently meet production, quality, cost goals and overlooking all departments within the store.
  • Ensured adherence to health and safety regulations throughout the premises.

(Service) Team Member

Coles
Lisarow
03.2023 - 09.2023
  • Recognized potential theft situations and alerted supervisor immediately.
  • Greeted customers upon entering the checkout with friendly demeanor, often overservicing, provided customer service support to ensure satisfaction and developed positive customer relationships through friendly greeting and excellent service.
  • Answered phone calls regarding inquiries about products or services, assisting customers with product selection and ordering process. In extension, utilizing the store speakerphone to call management or other team members, as well as provide information to customers.
  • Performed closing duties such as setting up displays, restocking items, counting cash drawers, shutting down machinery and locking cabinets and outside doors.
  • Rotated through series of different stations based on team needs, including Tobacco Station, Self Serve and TACOs.
  • enc. (Online) Team Member

(Online) Team Member

Coles
Lisarow
03.2023 - 09.2023
  • Maintained excellent levels of workplace cleanliness around equipment to enhance safety and productivity, removing safety hazards when necessary while keeping areas neat and well stocked, adhering to safety guidelines while operating machinery or stocking shelves.
  • Collaborated with team members to maximize productivity and efficiency, building and maintaining working relationships with peers and upper management. Assisted newly hired team members by explaining company procedures and safety requirements and attended staff meetings to stay updated on company policies and procedures, along with statistics.
  • Answered phone calls regarding inquiries about products or services, linking to Customer Care and Click-And-Collects, promptly resolving and issues or delivering quality orders in a professional manner.
  • Processed and retrieved customer special orders while addressing customer needs, responding to specific requests on the shop floor. Ensuring to monitor expiration dates on food items for freshness assurance.
  • Improved knowledge and productivity through continuous education and learning from senior team leaders, looking for ways to go above and beyond job requirements to aid my future career. This includes assisting in other departments such as Dairy, Fresh Produce, Night Fill / Dry Goods and Presentation.

Customer Service Cashier

KFC
North Wyong
04.2021 - 03.2023
  • Operated cash registers to process payments for goods and services, mostly credit card transactions, and verifying coupons were valid prior to processing them into the system.
  • Resolved customer complaints in a professional manner. Adhered to company policies concerning returns, exchanges, and refunds.
  • Ensured that all areas of the retail floor were properly stocked and rotated using FIFO throughout each shift.
  • Maintained cleanliness of the working area by sweeping and mopping floors, emptying trash cans and disinfecting prepping surfaces.
  • Assisted co-workers with tasks as needed to ensure smooth operations of the store.
  • Trained new team members using approved training materials and information.

Assistant Music Teacher

Wadalba Community School
Wadalba, NSW
01.2019 - 12.2020
  • Created individual lesson plans for each student based on their skill level and interests in music, organizing and conducting weekly group classes to teach basic music theory and performance skills, providing instruction to students on proper playing techniques for various instruments such as flute and voice.
  • Assigned pieces of music for students to practice at home, monitored progress, and provided feedback.
  • Performed regular assessments of student development to measure progress and adjust instruction accordingly.
  • Maintained a positive learning environment by providing encouragement, guidance and constructive criticism during lessons., developed relationships with students and staff members to ensure the best outcomes for all involved parties.
  • Instructed students on proper instrument care and maintenance techniques so they can keep their instruments in top condition throughout their career.
  • Assisted with setup and breakdown of music equipment for rehearsals and performances.

Kindergarten Teacher's Aide

Wadalba Community School
Wadalba, NSW
03.2019 - 04.2019
  • Provided additional support to students who needed extra help with school work and other learning.
  • Monitored student progress and provided feedback to teachers on individual performance, grading papers and provided feedback on progress.
  • Provided assistance to teachers in the classroom by helping to prepare materials for lessons, organizing supplies, and supervising students, maintaining a safe environment in the classroom by monitoring student behavior.
  • Helped children develop social skills through activities such as group projects, cooperative learning and problem solving small conflicts, encouraged positive behavior and provided guidance when needed.
  • Implemented various teaching strategies to meet the needs of each student's learning style.

Education

High School Certificate -

Wadalba Community School
Wadalba, NSW
09.2022

Bachelor Of Criminology, Majoring Psychology -

University of Newcastle
Newcastle, NSW

Skills

  • Verbal and Written Communication with a Professional Phone Demeanor
  • Typing Proficiency, 76 Wpm Typing Speed
  • Microsoft Office
  • Grammar and Proofreading
  • Customer Retention / Service Excellence and Relationship Building
  • Multi-Line Phone Systems
  • Quality Control
  • First Aid and CPR
  • Small Group Supervision
  • Comfortable Lifting, Pushing and Pulling Heavy Weight (50 Kg)
  • De-Escalation Techniques / Issue and Complaint Resolution and Strong Analytical / Problem Solving and Stress Management Skills
  • Multitasking and Outstanding Prioritization
  • Health Codes Compliance
  • Product Knowledge and Employee Coaching
  • Credit Card Payment Processing
  • Calm and Professional Under Pressure
  • Emotional Intelligence and Analytical Thinking
  • Student Supervision and Progress Monitoring
  • Material Preparation and Assignment Grading
  • Menu Memorization and Suggestive Selling
  • Food Service and Preparation
  • New/Current Hire Training and Development
  • Individual and Group Instruction for Music
  • Vocal Techniques and Music Theory
  • Live Orchestral Performance
  • Lesson Planning / Preparation and Classroom Management / Supervising
  • Store Supervisor delegating work to 50 employees at a time, alongside handling customers
  • Inventory Management including stock and cash, Goal Setting and Performance Management
  • Quality Assurance and Facility Maintenance
  • Team Development and Attention to Detail
  • Motivational Leadership with Verbal and Written Communication

Certification

  • RSA (Responsible Service of Alcohol) certificate as of 9/02/2023
  • RCG (Responsible Conduct of Gambling) certificate as of 17/02/2023
  • RST (Responsible Service of Tobacco) completed 15/07/2023

References

Grant Carpenter (Toukley Coles Manager)                    Alex Smith (Killarney Vale Coles Manager)

0400416971                                                                    0451107881

Rae (Mentor / Service Manager)                                   Natalie (Life Long Coach)

0401 376 743                                                                  0422042494

Niven Vojkovic (High School Music Teacher)               Frederique Dobson (Singing Teacher)

02 4356 2888                                                                 0417 262 179

Timeline

Duty Manager

Coles
09.2023 - Current

(Service) Team Member

Coles
03.2023 - 09.2023

(Online) Team Member

Coles
03.2023 - 09.2023

Customer Service Cashier

KFC
04.2021 - 03.2023

Kindergarten Teacher's Aide

Wadalba Community School
03.2019 - 04.2019

Assistant Music Teacher

Wadalba Community School
01.2019 - 12.2020

High School Certificate -

Wadalba Community School

Bachelor Of Criminology, Majoring Psychology -

University of Newcastle

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Amy Makin