Bryleigh MacCormick-Hulsbosch
Melbourne
Summary
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
Hampers With Bite
05.2023 - 01.2025
- Managed a team of 15 customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Oversaw the creation of the HubSpot Knowledge Base to assist the team with training.
- Successfully managed budgets and allocated resources to maximise productivity and profitability.
Acting Customer Service Manager
Hampers With Bite
12.2022 - 05.2023
- Resolved customer complaints while prioritising customer satisfaction and loyalty
- Generated customer satisfaction surveys to analyse results and proactively resolve repeated issues, increasing our NPS.
- Managed the workload of on and offshore-based teams, and the corresponding rosters
- Spearheaded projects to complete large tasks quickly, such as contacting high volumes of customers regarding returned items
- Continuous improvement of the business' Customer Service default processes
- Refinement of the signposting and messaging on the website and other platforms to proactively improve customer experience
- Created an initiative to use a new central platform for our T&Cs and training guides
- Drove adjustments to the business's refund policy to improve the bottom line and reduce outgoing refunds
- Reviewed on and offshore teams' rosters to align with budget and workload volumes.
- Assisted with Mock Recall process to support HACCP accreditation
Customer Service Representative
Hampers With Bite
07.2021 - 12.2022
- Led customer communications across phone, email, and text, ensuring prompt and efficient service
- Managed customer escalations, driving retention for B2C and B2B clients with high-value orders
- Coordinated with external providers and couriers to resolve service issues and ensure product replacements
- Reviewed and updated procedures in preparation for peak periods, ensuring smooth operations
- Trained new employees to meet peak demand and maintain performance standards
- Utilised Accounting software to manage overdue invoices and process card payments
- Streamlined Accounts Receivable processes to accelerate payment collections
- Collaborated with cross-functional teams to drive business solutions and meet company goals
Kitchen Hand
Sherlock Holmes Pub
05.2020 - 06.2021
- Followed proper handling and sanitation procedures to comply with food safety standards and protocols.
- Trained new staff on food preparation and safety procedures.
- Assisted in setting up and breaking down kitchen stations.
Retail Sales Assistant
CROCS Australia
09.2019 - 05.2020
- Increased sales by offering advice on purchases and promoting additional products.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Managed cash register after end of shift to balance and record accurate transactions.
- Opened and closed store independently and prepared nightly bank drop for manager.
Education
Otago Girls High School
Dunedin, NZ12.2015
Skills
- Customer retention
- Team leadership
- Workflow and workload management
- Team engagement & leadership
- Escalation handling
- Conflict resolution
- Database administration
- Rosters and budgeting
Timeline
Customer Service Manager
Hampers With Bite
05.2023 - 01.2025
Acting Customer Service Manager
Hampers With Bite
12.2022 - 05.2023
Customer Service Representative
Hampers With Bite
07.2021 - 12.2022
Kitchen Hand
Sherlock Holmes Pub
05.2020 - 06.2021
Retail Sales Assistant
CROCS Australia
09.2019 - 05.2020
Otago Girls High School
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