DIVYA KASTURI
Geelong,VIC
Summary
Highly motivated with background in retail sales, skilled in customer service and product knowledge. Demonstrated ability to achieve sales targets through effective communication and understanding of customer needs. Known for problem-solving abilities and creating positive shopping experiences that increase customer loyalty. Improved store layout for better product visibility and accessibility, leading to smoother customer flow and increased satisfaction.
Overview
3
3
years of professional experience
Work History
Retail Team Leader
Food Works
Geelong, VIC
04.2024 - Current
- Maintained high levels of customer service by monitoring staff performance and providing feedback.
- Organized merchandise displays to maximize sales potential.
- Coordinated with store managers to ensure product availability and efficient stock management.
- Scheduled shifts for team members in accordance with business needs.
- Monitored daily operations including cash handling, opening and closing procedures and security policies.
- Provided training and guidance to new team members on store processes, policies and customer service standards.
- Assisted customers in selecting products that best met their needs.
- Analyzed weekly reports to identify areas of improvement within the store environment.
- Resolved customer complaints in a professional manner.
- Developed action plans for increasing sales revenue through promotional activities such as discounts or special offers.
- Facilitated monthly team meetings to review company objectives and strategies for achieving them.
Online Team Lead
Woolworths
Lara , VIC
02.2022 - 10.2024
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Monitored team performance against targets, taking corrective action where necessary.
- Ensured compliance with company policies and procedures throughout the team.
- Organized regular meetings with all stakeholders to ensure clear communication between departments.
- Coordinated resources across multiple teams to achieve project goals within budget constraints.
- Identified opportunities for process improvements, implementing changes when required.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Created detailed reports on team activities as requested by management.
- Provided support to junior staff during peak periods of workloads.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
Barista Maker
Muffin Break
Mount Gambier
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.
Customer Service Representative
IGA
Northcote, VIC
07.2022 - 01.2024
- 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 an adequate cash supply.
- Trained staff on operating procedures and company services.
Crew Member
Mc Donald's
Ormond, VIC
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 (Completed)
Victoria University
Victoria07.2023
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
- Merchandise displays
- Customer relations management
- Problem-solving abilities
- Team motivation
- Store operations
References
References available upon request.
Timeline
Retail Team Leader
Food Works
04.2024 - Current
Barista Maker
Muffin Break
08.2023 - 06.2024
Customer Service Representative
IGA
07.2022 - 01.2024
Crew Member
Mc Donald's
02.2022 - 08.2022
Online Team Lead
Woolworths
02.2022 - 10.2024
Master of Science - Business Analytics (Completed)
Victoria University
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