Summary
Overview
Work History
Education
Skills
Timeline
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DIVYA KASTURI

Geelong,VIC

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented etiqutte understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

2
2
years of professional experience

Work History

Online Team Member

Woolworths
11.2022 - Current
  • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
  • Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
  • Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
  • Developed customer service processes to improve customer satisfaction.
  • Monitored customer feedback and performance indicators to identify areas for improvement.
  • Generated reports and tracked customer service metrics on daily basis.
  • Collaborated closely with cross-functional departments to deliver high customer satisfaction.
  • Followed-up with online price quotes via email and phone to answer questions and close sales.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Bakery Team Member

Woolworths
11.2022 - Current
  • Grocery filling, customer service
  • Addressing customer service and their respective queries
  • Facing and Caping of the stocks.
  • Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales.
  • Checked expiration dates and rotated products to verify freshness and avoid spoilage.
  • Monitored counter and display inventory by replacing stock and requesting new products from kitchen to keep areas well-stocked for maximum sales.
  • Recommended new bakery items to customers based on taste preferences, building rapport and boosting sales.
  • Inspected goods to establish accurate pricing and labelling.
  • Packaged customer purchases with care and strong organizational skills to facilitate easy carrying and prevent product shifting.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Used utensils and equipment to portion, wrap and display bakery items.
  • Collected payments accurately with cash, debit and credit card, using Point of Sale system to process transactions.
  • Trained new bakery staff on company policies and POS system use to maximize job satisfaction, expertise, and team performance.
  • Measured and mixed ingredients accurately to assist in baking process.
  • Decorated and merchandised quality bakery goods to build business reputation and revenue base.
  • Wrapped, boxed and weighed bakery department products.
  • Stocked merchandise, clearly labelling items, and arranging according to size or colour.
  • Managed efficient cash register operations.
  • Listened to customer needs and desires to identify and recommend optimal products.

Barista Maker

Muffin Break
08.2023 - 06.2024
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanour and promptly addressing their needs.
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Contributed to a positive team environment through effective communication and collaboration with colleagues.
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
  • Controlled line and crowd with quick, efficient service.
  • Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
  • Maintained regular and consistent attendance and punctuality.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.

Kitchen Hand

Casa De Tequila
11.2022 - 02.2023
  • Transported food items from storage areas to kitchen for prepping.
  • Followed proper handling and sanitation procedures to comply with food safety standards and protocols.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Plated and presented food following chef requirements.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Operated kitchen equipment in accordance with manufacturer instructions.
  • Monitored food temperatures and quality throughout shifts.
  • Followed food safety practices and sanitation guidelines.
  • Washed, peeled and cut various foods such as fruits and vegetables to prepare for cooking or serving.
  • Maintained high personal grooming standards and uniform presentation.
  • Lifted and carried heavy materials.

Customer Service Representative

IGA
07.2022 - 10.2022
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Trained staff on operating procedures and company services.

Crew Member

Mc Donald's
02.2022 - 08.2022
  • Ensuring food and personal packages to customers & Billing
  • Ensuring customer health & safety while delivering the food
  • Handle Returns/Complaints effectively from customers
  • Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware and napkins.
  • Brewed coffee and tea and changed out drink station syrups.
  • Kept pastry and dessert case stocked with fresh selections and arranged to entice orders.
  • Kept kitchen, counter and dining areas cleaned and sanitized.

Education

Master of Science - Business Analytics (Pursing

Victoria University
07.2023

Skills

  • Effective Time Management - Ability to handle multiple, competing priorities in an effective manner
  • Payments- Process Invoices, Payments, Refunds and Cancelations
  • Data entry and maintenance -
  • Experience in data entry for both large and medium to small organizations including Microsoft Excel, Microsoft Power point and Word
  • Delivery - Worked to tight deadlines managing multiple tasks Ability to overcome complex business challenges using initiative, logic and forward-thinking
  • Customer service and delivery- Extensive background and experience in servicing customers
  • Highly developed communication skills Demonstrated ability to convey information in a clear, precise and influential manner

Timeline

Barista Maker

Muffin Break
08.2023 - 06.2024

Online Team Member

Woolworths
11.2022 - Current

Bakery Team Member

Woolworths
11.2022 - Current

Kitchen Hand

Casa De Tequila
11.2022 - 02.2023

Customer Service Representative

IGA
07.2022 - 10.2022

Crew Member

Mc Donald's
02.2022 - 08.2022

Master of Science - Business Analytics (Pursing

Victoria University

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DIVYA KASTURI