Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Christine Ordner

Point Cook,VIC

Summary

Highly motivated customer service manager with over 15 years of retail and hospitality management experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organisational levels.

Overview

17
17
years of professional experience

Work History

Online Customer Service Manager

Baby Mode
03.2023 - Current
  • Assisted clients with product questions to facilitate online ordering process via telephone, e-mail and live-chat.
  • Processed online orders accurately within a timely matter.
  • Updated company websites and marketplace vendors with deals, new products and packages.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Demonstrated respect, friendliness and willingness to help wherever needed, moving between the office, shop floor and warehouse when needed.
  • Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
  • Promoted brand loyalty through exceptional service that went above and beyond customer expectations during each interaction.
  • Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
  • Coordinated with shipping providers, optimising delivery times and reducing shipping costs for customers and the business.

Store Manager

Adairs Retail Group
11.2015 - 03.2023
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Coached sales associates in product specifications, sales incentives and selling techniques, ensured all staff were meeting KPIs
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Approved regular payroll submissions for employees.
  • Visual merchandising of displays to feature new products and promotions.
  • Ensured OH&S policies and procedures were adhered to, and that incident reports were completed where necessary.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and current trends, to help them style their homes.
  • Consistently meets personal and store sales targets.

Assistant Manager

McDonalds
01.2007 - 11.2015
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Operation of POS and cash handling
  • Completed regular inventory counts and orders.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Worked in small and large teams, managing up to 50 staff on the floor at a time.
  • Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
  • Monitored security and handled incidents calmly.
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
  • Mentored sales team in applying effective sales techniques and delivering top-notch customer service.

Education

Bachelor Of Arts - Commercial Photography

RMIT University
Melbourne, VIC

Skills

  • Customer Service
  • Time Management
  • Product and Service Sales
  • Goals and Performance
  • Consistently strives to meet and exceed KPI targets
  • Leadership of small and large teams

References

David Avola

Baby Mode- Owner

0417 505 310

Timeline

Online Customer Service Manager

Baby Mode
03.2023 - Current

Store Manager

Adairs Retail Group
11.2015 - 03.2023

Assistant Manager

McDonalds
01.2007 - 11.2015

Bachelor Of Arts - Commercial Photography

RMIT University

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Christine Ordner