Anjelica Sparkes
Enfield,Australia
Summary
Quick-thinking team leader, recognised for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills. Highly motivated with a passion to learn new skills and grow within a team.
Overview
9
9
years of professional experience
Work History
Call Center Team Leader
Plumbing & Gas Australia
Adelaide , 5000
05.2022 - Current
- Assisted with recruitment efforts by conducting interviews and selecting qualified candidates for positions within the team.
- Participated in various projects related to call center operations improvement initiatives.
- Evaluated agent performance through real-time coaching sessions and provided feedback on areas needing improvement.
- Resolved escalated customer issues in a timely manner, utilising problem solving skills to provide solutions that satisfied customers' needs.
- Analyzed daily, weekly, monthly reports to identify trends in customer inquiries and brand performance.
- Implemented changes to existing processes based on feedback from agents or customers.
- Supervised 70+ call centre agents both in office and off shore.
- Monitored call volumes and adjusted staffing schedules accordingly during peak periods.
- Taking various calls for booking enquiries and customer complaints.
- Upholding nothing but the best customer service and care, ensuring each customer's experience is positive and memorable.
Deputy Manager
Ted Baker London
Adelaide, Australia
10.2018 - 05.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Provided team training sessions along with one on one refreshers.
- Critical & analytical thinking
- KPI tracking and reporting figures
Photographer
Spark Visuals
Adelaide, Australia
02.2017 - 03.2020
- Selected and set up appropriate props, backdrops and lighting.
- Planned and prepared for on-location and studio shoots.
- Customized photography strategies based on intended use and client preferences.
Waitress
Indian Cuisine
Nuriootpa, Australia
03.2016 - 06.2016
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
Education
Graduated Year 12 -
Nuriootpa High School
Nuriootpa, SA12.2015
Skills
- Team Building
- Strategic planning
- Inventory oversight
- Budgeting
- Staff Management
- Business administration
- Software experience
- Training and mentoring
- Sales and marketing
- Planning and Coordination
- Self driven, able to work autonomously
- Strive in team environments
- Written and verbal communication skills
References
- Kurt Schiworski, Manager, Ted Baker London, 0408 216 043, kurt.schiworski@gmail.com
- Damon Sparkes, Business Owner, Sparkes Visuals 0412 187 350
- Richard McKay, Manager, Plumbing and Gas Australia 0430 334 992
Timeline
Call Center Team Leader
Plumbing & Gas Australia
05.2022 - Current
Deputy Manager
Ted Baker London
10.2018 - 05.2022
Photographer
Spark Visuals
02.2017 - 03.2020
Waitress
Indian Cuisine
03.2016 - 06.2016
Graduated Year 12 -
Nuriootpa High School