Ashley Granger
Brisbane
Summary
Goal-oriented Customer Service Manager with over 20 years of experience in leadership roles. Detail-focused and autonomously driven to help meet sales, merchandising and legislative goals. Skilled in communication with a dedicated focus on strengthening ties with stakeholders, balanced with a passion for merchandising and product presentation.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Myer
12.2014 - 11.2023
- Managed a team of customer service representatives with a focus on fostering a positive work environment.
- Supervised employees and assessed performances regularly to determine training needs and opportunities for growth.
- Conducted regular performance evaluations for team members, with a focus on identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with brand partners, ensuring their needs were met consistently, promptly and with a focus on mutually beneficial outcomes.
- Kept accurate records to document both sales and customer service results and opportunities.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Regularly reviewed issues within operations and business management to solve problems and improve company outcomes.
- Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
- Championed technology adoption among team members to aid in delivering faster results for customers without sacrificing quality.
- Established team priorities, built team rostering, monitored sales results, and monitored customer service performance.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Ensured efficient stock flow from the receiving dock to the sales floor to ensure catalogues and marketing material deadlines were met, and legislative pricing establishments were actioned.
Team Leader
Myer
06.2007 - 12.2014
- Supervised team members to confirm compliance with set procedures, safe work practices and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Ensure management expectation and sales results were met across the sales floor.
- Ensure sales, merchandising and customer service standards were communicated and exceeded within the team.
- Coordinate floor moves to ensure sales opportunities were continually maximised.
- Ensured that the deadlines and company targets set by management were met.
Education
High School Diploma -
B.A.H.S
Brisbane, QLDSkills
- Customer Service
- Problem-Solving
- Time Management
- Team Building and Leadership
- Positive and Constructive Feedback
- Product Knowledge
- Project Management
- Self motivation and accountability
- High merchandising and product presentation focus
- Visual merchandising focus and attention to detail, balanced against time frames
Accomplishments
In the span of my retail career, I was flown to Mackay to set up the new Myer store which involved coordinating a new staff team and ensuring stringent time frames were met. This also included training new staff in safe work practices, product knowledge and customer service standards within the three-week window before the store was to open. After the success of the launch, I was asked to repeat this success in helping to open the new Mount Gravatt store.
My responsibilities grew across a number of fronts to include helping the management team at Mitchelton Myer close the Brookside store, and again in 2023 when Myer chose to close its CBD store. This meant not only having a hyper-focus on time frames, but also to be continually mindful of the mental well-being of the staff, ensuring the enormous job of stock & fixture transfers were completed while safe work practices were adhered to, and ensuring that within the walls of a closing CBD store that customer service was still the main priority.
Hobbies
My hobbies revolve around anything creative- primarily painting, sculpting, gardening and designing. When I'm not painting, I'm generally at the gym- a habit I formed at Myer to help with all of the walking, running, and heavy lifting that came with working in a five-level CBD store.
Timeline
Customer Service Manager
Myer
12.2014 - 11.2023
Team Leader
Myer
06.2007 - 12.2014
High School Diploma -
B.A.H.S
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