Chantelle Serci
Gold Coast,QLD
Summary
Dedicated customer service manager with over 7 years of experience in leading teams and improving processes. Proven track record in enhancing customer satisfaction and streamlining workflows. Skilled in project management and operational efficiency. Known for developing strategies that improve team performance and customer experiences.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
WorkWearHub
Burleigh Heads, QLD
02.2024 - 03.2026
- Manage one of the largest customer service teams in the business, overseeing 7 team members across multiple channels.
- Led and improved the customer service team, optimising workflows and introducing systems to increase efficiency and response times.
- Analysed customer support metrics to identify pain points, resulting in actionable improvements that enhanced customer satisfaction and reduced response times.
- Coordinated cross-department efforts to resolve operational bottlenecks, enhancing customer experience and delivering insights to operations and management teams.
- Provided training and guidance to team members, improving consistency and quality in customer interactions.
- Managed high-volume customer inquiries, ensuring service quality for complex warranty claims and final sale item exceptions.
- Designed and implemented Gorgias macros for refunds, exchanges, and warranty responses, streamlining repetitive processes and improving team productivity.
- Initiated improvements in return/exchange processes, introducing procedures that reduced processing delays and clarified policy communications.
- Developed reporting frameworks and documentation for team processes, ensuring clarity and scalability as the department grows.
Team/Brand Manager
Odin Ice Baths
Gold Coast
02.2021 - 02.2024
- Spearheaded brand partnerships with Chris Hemsworth, Dana White, Bulgari Hotel, and World Gym, enhancing brand visibility and engagement.
- Directed U.S. website launch featuring Mark Wahlberg and Holly Holm, driving a 70% spike in U.S. sales within 24 hours.
- Led two product launches, including Odin 3.0, executing go-to-market strategies under tight deadlines.
- Revamped AU and US Shopify websites, streamlining UX and checkout flows to drive higher conversion rates and customer retention.
- Organised expos generating $18K–$34K profit per event, expanding international reach and brand presence.
- Promoted within 8 months for leadership in workflow optimisation, executive support, and operations management.
- Built onboarding systems and training manuals, supporting 100% employee retention.
Senior Buyer's Assistant
Culture Kings
Brisbane
07.2018 - 08.2020
- Streamlined procurement and inventory processes, supporting seasonal buying cycles and maintaining cross-department collaboration.
- Negotiated contracts with suppliers to secure competitive pricing.
- Managed inventory levels to optimise stock availability and turnover.
- Analysed market trends to inform purchasing decisions and strategies.
Travel Consultant & Trainer
HelloWorld/ Flight Centre
Gold Coast
04.2013 - 07.2018
- Delivered tailored travel solutions and trained new staff to enhance service quality while exceeding sales targets.
Education
CERTIFICATE IV - Business Administration
TAFE QLD
BrisbaneADVANCED DIPLOMA - Applied Fashion Design and Merchandising
Australian Institute of Creative Design
BrisbaneDIPLOMA - Travel and Tourism
Flight Centre Travel Academy
BrisbaneSkills
- Customer Service/ Experience
- Team Management
- Leadership
- Stakeholder Management
- Project Management
- Operations Management
- Process Improvement
- Workflow Optimisation
- Shopify
- CRM
- UX Optimisation
- Brand Management
- Brand Partnerships
- Training & Onboarding
Timeline
Customer Service Manager
WorkWearHub
02.2024 - 03.2026
Team/Brand Manager
Odin Ice Baths
02.2021 - 02.2024
Senior Buyer's Assistant
Culture Kings
07.2018 - 08.2020
Travel Consultant & Trainer
HelloWorld/ Flight Centre
04.2013 - 07.2018
CERTIFICATE IV - Business Administration
TAFE QLD
ADVANCED DIPLOMA - Applied Fashion Design and Merchandising
Australian Institute of Creative Design
DIPLOMA - Travel and Tourism
Flight Centre Travel Academy