DONNA UKMAR
Sydney,NSW
Summary
Results-driven Customer Service Manager with solid background in coordinating and managing service operations. Engaging and flexible with strong interest in fostering communication and collaboration. Proactive in identifying issues with utmost confidence in practical solutions. Highly motivated and determined to make meaningful contributions to organisation. Reliable business professional with experience in process improvement and financial analysis. Adept at analysing data to identify trends and risk. Highly organized, team-oriented professional with exceptional communication skills.
Overview
39
39
years of professional experience
Work History
Service Coordinator
Bunnings Warehouse
11.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Streamlined service coordination processes for improved team productivity and response times.
- Managed a high volume of customer online and face-to-face, ensuring timely and effective service delivery.
- Collaborated with cross-functional teams to optimize service operations and improve customer experiences.
- Boosted overall team performance by delivering ongoing training sessions on best practices in customer service and technical skills.
- Played a key role in the successful onboarding of new hires within the Service Coordinator role, offering mentorship and guidance as needed.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Service Coordinator
Bunnings Warehouse
01.2020 - 11.2023
- Creation, development and execution of new E-HUB to facilitate Drive and Collect, Click and Collect and Click and Deliver including recruitment, Induction and training of 30+ New team members
- Responsible for wage control, rostering of Service Team, which includes Registers, Café’, Receipt and Despatch, Hire Shop, Customer Ordering System and Administration and Safety Compliance of Warehouse
- Set example of Best Service and support team to deliver friendly and helpful advice to customers
- Provide coaching and training to ensure continuous improvement and growth
- Ensure store presentation standards are in line with warehouse strategy
- Direct supervision of 70+ team members and Leaders
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Communicated with clients and service providers to provide updates on work progress.
Lifestyles and Garden Care Coordinator
Bunnings Warehouse
01.2019 - 01.2020
- Fostering excellent work culture
- Empowering and inspiring team members
- Provide coaching and training to ensure continuous improvement and growth
- Responsible for team member recruitment, performance management and rostering
- Ensure store presentation standards are in line with warehouse strategy
- Direct supervision of teams in excess of 30 team members
- Demonstrate personal commitment to safety, leading by example
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Controlled costs to keep business operating within budget and increase profits.
Duty Coordinator
Bunnings Warehouse
01.2016 - 01.2019
- Duty management of Warehouse including supervision of register operators, department team members and goods receiving area
- Ensuring great customer service is provided to each and every customer to expected standards
- Role also requires complaints being handled in efficient, timely and professional manner, while maintaining merchandising and OHS requirements
- Responsible for preparation, execution and investigation of Stocktake.
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Collected and analyzed business data from various departments to prepare reports and presentations for management.
- Coordinated with human resources department to handle payroll and personnel databases.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Learning and Development Team Leader
Bunnings Warehouse
01.2015 - 01.2016
- Human Resources Facilitation and assessments of all in-store training programs for approx 450 team members and leaders
- Collaborated with product specialists to understand requirements and align business processes to product features and capabilities.
- Determined and implemented innovative and industry best practices using modern designs and tools.
- Led development teams in building system, data and application-level interfaces and functional relationships.
Internal Auditor
Bunnings Group Limited
01.2015 - 01.2016
- Identified and reported audit issues.
- Guided departments in developing remediation plans based on audit findings and recommendations.
- Explained risk and compliance concepts to managers and executives.
- Trained newly hired employees on company processes, procedures and deadlines.
- Administered auditing program to address risks and evaluate compliance with regulatory requirements.
- Documented recommendations to improve internal controls.
- Produced audit reports.
- Recommended new methods to improve internal controls and operating efficiency.
- Performed internal audits of financial and departmental operations, developing risk assessments and conducting process walkthroughs for compliance with documented processes.
Administration Team Leader
Bunnings Warehouse, Eastern Creek Distribution
01.2014 - 01.2015
- Responsible for answering in timely and efficient manner all in-coming calls and first contact for all visitors to Distribution Centre
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Liaise with Stores, internal and external Stakeholders eg: Toll Transport multiple queries and inventory/stock issues to ensure satisfactory resolution.
- Advised leadership on implications, key issues and relationships to interest groups and recommended courses of action.
- Interpreted and processed wide variety of data related to program planning and specialized needs.
Administration Team Member
Bunnings Warehouse
01.2000 - 01.2014
- Minchinbury Multiple roles held to provide Administration compliance across Warehouse including Cash Reconciliation of store
- Accounts payable - to ensure all invoices were processed in timely manner, Accounts receivable – to ensure all Trade Accounts purchases reconciled
- Responsible for Administration and Safety Audit and achieving benchmark results
- Investigation of any breaches of Policy and Procedure or Fraudulent activity and ensuring remedial action is taken
- Maintain store expenses to allocated monthly budgets.
Branch Accountant/Manager, Learning and Development
Westpac Group
09.1985 - 01.1998
- Assessed employee performance and developed improvement plans.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Engaged employees in business processes with positive motivational techniques.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Increased financial accuracy by implementing and maintaining thorough accounting procedures.
- Ensured compliance with internal controls, performing regular audits of financial records and transactions.
Education
Certificate IV Training and Assessment - Training And Assessment
Plenty Training
Rosehill, NSW2016
Certificate III Business Administration - Business Administration
TAFE NSW
Kingswood2014
First Aid Certificate - Provide First Aid
St Johns
Penrith, NSW2023
Skills
- Data Analysis
- Clear Honest Communication
- Critical and analytical thinking
- Time Management
- Compliance – Admin & WHS
- Strategic planning
- Adaptability
- Multi-tasker
- Attention to detail
- Effective problem-solving skills
- Keen attention to Detail
- Excellent Customer service skills
- Strong Numerical and Analytical Skills
- Roster management
- Accounts Payable and Accounts Receivable
- Customer Transactions
- Cost Control and Financial Analysis
- Operations Management
- Recruitment and Hiring
- Project Management
- Security Knowledge
- Risk Mitigation
- Excellent Team Leadership
- Internal Controls and Reporting Systems
- Risk Assessment and Classification
- Human Resources Knowledge
- Quality Standards
- MS Office Expertise
- Team Leadership
- Customer Expectations Management
- Training and Development
- Cross-Functional Team Management
Timeline
Service Coordinator
Bunnings Warehouse
11.2023 - Current
Service Coordinator
Bunnings Warehouse
01.2020 - 11.2023
Lifestyles and Garden Care Coordinator
Bunnings Warehouse
01.2019 - 01.2020
Duty Coordinator
Bunnings Warehouse
01.2016 - 01.2019
Learning and Development Team Leader
Bunnings Warehouse
01.2015 - 01.2016
Internal Auditor
Bunnings Group Limited
01.2015 - 01.2016
Administration Team Leader
Bunnings Warehouse, Eastern Creek Distribution
01.2014 - 01.2015
Administration Team Member
Bunnings Warehouse
01.2000 - 01.2014
Branch Accountant/Manager, Learning and Development
Westpac Group
09.1985 - 01.1998
Certificate IV Training and Assessment - Training And Assessment
Plenty Training
Certificate III Business Administration - Business Administration
TAFE NSW
First Aid Certificate - Provide First Aid
St Johns
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