Charitie Docherty
Traralgon,VIC
Summary
Motivated Retail Store Manager with 25+ years of experience smoothly running stores and coaching employees. Focused on increasing efficiency while reducing costs by implementing useful procedures and tight controls. Resourceful and forward-thinking with hard-working and dedicated mindset. Skilled in solving complicated issues and making proactive operational changes.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
Alinta Energy
04.2023 - Current
- Increased the overall KPI performance of my team as an ATL.
- Implemented and environment of encouragement and honesty with agents.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and empowering them to use the self service functionality of My Account.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Retail Store Manager
Gracie's Boutique
10.2020 - 02.2023
- Managed store organization, maintenance and purchasing functions.
- Trained team members in successful strategies to meet operational and sales targets.
- Resolved customer service issues promptly.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
Customer Service Officer
NCC Newborough NDIS
07.2019 - 07.2020
- First response call center with one call resolution Working with participants of the NDIS and providers
- Within this roll I am in a trouble shooting position assisting various people with accessing the NDIS, using the online Portals for participants and providers
- Closely working with ECEI, LAC and coordinators to achieve the goals of participants
- Working a rotating roster from 8-00 am until 11-00pm on different mediums of communication from Phone to email and Web Chat
- High attention to privacy and detail is of utmost importance in this roll
- As part of our coaching team, I have been involved in developing strategies to assist building confident and successful CSO’s
- Working closely with Quality assurance team has aided in building a high standard of success across the site’s contract obligations.
Personal Banker Small Business
Westpac Bank
03.2016 - 07.2019
- Working with small business to achieve up to date financial and banking advice to streamline the efficiency of day to day and complex banking
- A competent knowledge of financial lending systems.
- Financial advice and recommendations
- A high knowledge of different computer programs with an attention to detail
- Within in this role I attended to the needs of both personal customers and business customers
- This role has given me the ability to problem solve on a very complex level
- During my time with Westpac I was called upon as relief Bank Manager for the Sale Branch.
Team Leader
Flight Centre Gippsland
01.2013 - 02.2016
- Working with clients to determine their ideal holiday needs, recommendations of something new and exciting
- Recognizing the needs of individuals within their desired budgets
- Making the holiday experience seamless for the client
- Dealing with many different computer systems in order to find the best deal possible and deliver the greatest customer service
- To maintain a constant communication network with clients and fellow members of staff
- In this role I also maintain a large repeat client base and also gain the trust of new clients to ensure they will become part of the family
- The ultimate role is to ensure my business runs smoothly I meet and surpass all KPI’s required and deliver amazing travel experiences to everyone.
2IC & customer service officer
Harvey Norman Bedding Traralgon
01.2009 - 01.2013
- Working within a small team to achieve sales targets
- In this role I handled visual merchandising of our products to ensure they looked appealing to our clients, maintained a strong customer focused sales team
- Using POS as our main computer system to the best of its ability to maintain customer satisfaction
- Worked alongside numerous manufacturers to deliver their products in the most desirable fashion
- Handling of customer complaints in a timely manner to gain the best results for the client to ensure the building of a great repeat clientele
- Working closing alongside the Franchisee to ensure the smooth day to day operations of the business
- I completed small amounts of basic administration
- This role was very diverse and gave me a great background in my retail future.
Customer Service Officer
Harvey Norman Furniture
01.2003 - 01.2009
- To provide a backup service to our customers with concerns or faulty products
- Dealing with manufacturers to ensure the problems were rectified in a timely manner
- This helped to increase our repeat customer base
- I supported the staff in their retail sales roles and also at times had the pleasure of being a part of this
- My administration duties also included rostering, wages, cash handling, raising of credit notes and returning of goods, invoicing and stock control
- I spent a small amount of time with visual merchandising and floor set up
- This role was varied and very fulfilling and taught me a great deal in my customer service abilities
Office Manager
Eden Auto Electrical
01.1998 - 01.2001
- Being the owner manager of this business I learnt how to handle book keeping, stock control, Wages, rostering, daily banking, and cash handling, continual back up to clients
- This role also gave me the ability to multi task.
Education
No Degree - Travel
Travel Academy
Melbourne02.2014
Retail Management Certificate - undefined
Swinburne Tafe
1995
Skills
- Effective Working Relationships
- Payment Processing
- Quality Assurance
- Sales Analysis
- Strong Multitasking Skills
- Effective Time Management
- Conflict Resolution
- Data Entry
- Website Maintenance
- Detailed Reporting
Timeline
Customer Service Representative
Alinta Energy
04.2023 - Current
Retail Store Manager
Gracie's Boutique
10.2020 - 02.2023
Customer Service Officer
NCC Newborough NDIS
07.2019 - 07.2020
Personal Banker Small Business
Westpac Bank
03.2016 - 07.2019
Team Leader
Flight Centre Gippsland
01.2013 - 02.2016
2IC & customer service officer
Harvey Norman Bedding Traralgon
01.2009 - 01.2013
Customer Service Officer
Harvey Norman Furniture
01.2003 - 01.2009
Office Manager
Eden Auto Electrical
01.1998 - 01.2001
No Degree - Travel
Travel Academy
Retail Management Certificate - undefined
Swinburne Tafe
Similar Profiles
Kaiser “Jacobi” MoengaroaKaiser “Jacobi” Moengaroa
Customer Service Representative at Alinta EnergyCustomer Service Representative at Alinta Energy
Kimberley HeckerKimberley Hecker
Team Leader - Customer Service at Alinta EnergyTeam Leader - Customer Service at Alinta Energy
Kayleigh MorrisKayleigh Morris
Alinta Assist Specialist (Hardship and Grants) at Alinta EnergyAlinta Assist Specialist (Hardship and Grants) at Alinta Energy