Dilek Dik
Prestons,NSW
Summary
An innovative problem solver and communicator, skilled at stakeholder engagement, leading highly effective teams and driving customer success through relationship leadership and operational excellence. Passionate about driving customer and business outcomes while maintaining positive and productive relationships both internally and externally, which promotes innovation and best practice.
Overview
13
13
years of professional experience
Work History
Retail Manager Oceania
Shiseido Travel Retail
03.2023 - Current
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Controlled store inventory and reviewed cash handling and operations reports.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Established strong relationships with major accounts and key decision-makers to increase sales in designated territory.
- Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals.
- Reported sales activity, generated sales quotations, and proposals and maintained customer contact database to achieve sales objectives and quota.
- Prepared sales presentations for clients showing success and credibility of products.
Customer Resolution Expert
Optus
11.2022 - 03.2023
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Managed a portfolio of customer complaints.
Claims Manager
Suncorp Group
05.2022 - 10.2022
- Determined proper course of action for claims processing.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Documented and communicated timely claims information while supporting accurate outcomes.
- Gathered sensitive information to update customer profiles and help with appeals process.
- Examined claims forms and other records to determine insurance coverage.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Researched claims and incident information to deliver solutions and resolve problems.
- Reviewed police reports, medical treatment records and physical property damage to determine extent of liability.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Resolved complex, severe exposure claims using high service oriented file handling.
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Oversaw communication and research to achieve full resolution of complaints inquiries.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Managing inbound enquiries
Operations Manager, - Assistant Operations Manager
Mecca, Mecca Flagship Sydney Store
03.2021 - 05.2022
- Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
- Partnered with vendors and suppliers to effectively manage and budget.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Investigated and resolved departmental non-conformances.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Directed initiatives to achieve regulatory compliance, foster good manufacturing practices and meet component quality standards.
- Advanced productivity KPIs by leading trainings on procedures and safety practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Store Operations Manager
Mecca Brands
11.2020 - 03.2021
Store Operations Manager
Mecca Brands
10.2019 - 11.2020
- I have successfully managed and trained a variety of team sizes during my Operations Manager role, working my way up from a small concept to a large flagship store
- Aside from managing my team, most of my role revolves around compliance & operations, some responsibilities are outlined below:
- Behaves and performs in line with company policies and procedures
- Assists in ensuring secure store opening and closing procedures
- Actively contributes in maintaining a clean and safe store environment
- Manages and executes monthly VM and promotion set-ups
- Manages and ensures store VM and appearance standards are met
- Completes daily stock maintenance and management activities
- Completes all cyclical stock management processes i.e., stock recalls, write offs, stock takes
- Monitors stock accuracy and shrink and measures against company benchmarks
- Keeps up to date with all communications issued to store
- Actions any urgent operational requests issued to the store
- Adheres to rostered hours and takes any leave in accordance with policies and procedures
- Actions weekly non-live orders to replenish the store as needed
- Strives to keep the store in an operationally compliant position, as reflected in the store audit
Store host
Mecca Brands
10.2015 - 10.2019
- Working for a company like Mecca Brands is a great experience; aside from customer service training we undergo training in all aspects of retail and in beauty
- Customer service is the number one priority within Mecca so it is ensured that their employees are constantly trained and prepared for any situation
- Responsibilities:
- Serving customers with not only a 5-step customer service standard, but with our 10-step approach
- Resolving customer disputes, helping out with any customer enquiries, organising stock
- Opening/closing duties
- Maintaining a professional manner with all customers, whether it is face to face, over the phone or through email
- Achievements:
- Working on events within my store and helping the succession of these events
- Organising bookings
- Training for new team members
- Assisting in operation activities, such as promotion changes and organising events.
Decorator & team member
Cake It Away
01.2014 - 01.2015
- Being a team member in Cake it away involved various tasks, not just cashier work, it includes:
- Dealing with the cash register, returns and exchange requests
- Ordering & organising supplies, controlled inventory and maintaining a clean store up to council health and safety standards
- Decorating and delivering cakes for events
- Running the day to day of the store, including opening/closing alone.
Receptionist/Office Admin
Majestic Engineering
02.2011 - 02.2013
- I’ve been a receptionist for our family business for years now and a couple of the duties for this role are as listed below:
- Answering all client inquiries and questions via email, phone, fax and face to face
- Liaising with the local council for approvals
- Setting up various types of meetings and preparing all documents, such invoices, quotations, business plans, etc
- Controlling the orders and shipments (inventory) for the company and making these orders
Education
Bachelors of Business and Commerce - Marketing
Western Sydney University
2019
Diploma of Business and Commerce - undefined
Western Sydney University College
2013
undefined
Redeemer Baptist School
2012
Skills
- Claim Validity Determination
- Corporate Social Responsibility
- Customer Retention
- Title Examination
- Settlement Negotiation
- Client Rapport-Building
- Customer Experience
- Claims Evaluations
- Compliance Requirements
- Performance Monitoring and Evaluation
- Staff Management
- Regulatory Compliance
- Best Practices
- Analytical Skills
- Operating Procedures and Policies
- Sales Tracking
Timeline
Retail Manager Oceania
Shiseido Travel Retail
03.2023 - Current
Customer Resolution Expert
Optus
11.2022 - 03.2023
Claims Manager
Suncorp Group
05.2022 - 10.2022
Operations Manager, - Assistant Operations Manager
Mecca, Mecca Flagship Sydney Store
03.2021 - 05.2022
Store Operations Manager
Mecca Brands
11.2020 - 03.2021
Store Operations Manager
Mecca Brands
10.2019 - 11.2020
Store host
Mecca Brands
10.2015 - 10.2019
Decorator & team member
Cake It Away
01.2014 - 01.2015
Receptionist/Office Admin
Majestic Engineering
02.2011 - 02.2013
Bachelors of Business and Commerce - Marketing
Western Sydney University
Diploma of Business and Commerce - undefined
Western Sydney University College
undefined
Redeemer Baptist School
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