Elizabeth Cianciaruso
Wandin North,VIC
Summary
Dedicated and hardworking management professional with extensive experience in daily planning and operations. Skilled in staff training and development, with 20 years of team leadership experience across the retail, restaurant, and hospitality industries. Background includes sales, management, and front and back-of-the-house operations. Analytical insurance underwriter with expertise in customer service, excited to bring skills in evaluating risk and loss potential, and developing information for new and renewal policies. Achieved success in building relationships with brokers and sales agents to achieve business goals. Detail-oriented and knowledgeable on lending practices and clerical support needs, focused on offering first-rate administrative assistance to facilitate smooth department operations. Exceptional leadership and customer relations skills developed in a high-paced customer service environment. Seeking transition into a new field, leveraging demonstrated ability to manage teams and resolve complex issues efficiently to drive success in new role.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Yarra Valley Chocolaterie & Ice Creamery
10.2022 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed up to 60 enquiries per day over phone & email
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Took ownership of customer issues and followed problems through to resolution.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement best possible solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Defined clear targets and objectives and communicated to other team members.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Established team priorities, maintained schedules and monitored performance.
- Kept accurate records to document customer service actions and discussions.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Created and reviewed invoices to confirm accuracy.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Showroom Manager
Yarra Valley Chocolaterie & Ice creamery
01.2019 - Current
- Daily opening and closing of establishment that is the second most popular tourist destination in Victoria, with crowds exceeding 3000 on particular days
- Oversaw daily operations of the showroom, ensuring a clean, organized, and welcoming environment for customers.
- Increased showroom sales by implementing effective visual merchandising strategies and product displays.
- Rosters, staff management and allocations
- Delivered exceptional experiences to customers and incorporated feedback to improve future interactions
- Kept inventory with optimal levels, ready to meet expected customer demands
- Encouraged employees to independently handle customer concerns providing each with necessary tools to handle difficult and complex situations
- Maintained attractive well organised displays with regular resets
- Achieved revenue targets by coaching employees and promotional strategies
- Coordinated regular store cleaning and product resets for optimal appearances
- Assisted with inventory control efforts by arranging cycle counts and stock take
- Trained employees to capitalise on sales and service opportunities with proactive approaches
- Adjusting to new conditions brought on by Covid19
- Changing format of showroom sales to online sales
- Becoming multi skilled in various aspects of business in order to continue to trade with skeleton staff
- Completed accurate work by carefully reviewing every order
- Completed Covid19 training
- Implemented social distancing and thorough cleaning regiment
- Boosted customer satisfaction ratings through attentive service, addressing concerns promptly, and resolving issues effectively.
- Trained and mentored sales staff to improve their product knowledge and enhance customer service skills.
- Managed inventory levels for optimal stock availability, resulting in reduced backorders and customer wait times.
- Set goals for showroom employees and provided support and motivation to help each achieve true potential.
- Coordinated special events and promotions to showcase new products and drive sales growth.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Collaborated with company leadership on strategic planning initiatives to optimize profitability and long-term success of the showroom.
Restaurant Manager
Casalinga Restaurant
01.2013 - 08.2019
- Developed and deepened relationships with key customers by closely monitoring projects, providing information and resolving concerns
- Contributed ideas to concept development, strategic planning and business operations to a 100 seat restaurant
- Tracked expenses with Excel spreadsheets and reported on budgets
- Hired, Trained, coached and mentored up to 12 staff
- Demonstrated integrity and honesty while interacting with guests, team members
- Greeted customers and provided excellent customer service
- Pleasantly and courteously interacted with customers
- Built loyal clientele through friendly interactions and consistent appreciation
- Performed all position responsibilities accurately and in a timely manner
- Organized special events in the restaurant, including receptions, promotions and corporate luncheons
- Correctly calculated inventory and ordered appropriate supplies
- Actively participated in ongoing customer service programs to build sales and rapport in the community
- Prepared for and executed new menu implementations
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime
- Developed, implemented and managed business plans to promote profitable food and beverage sales
Food Attendant
Casalinga Restaurant
01.2011 - 01.2012
- Consistently provided friendly guest service and heartfelt hospitality
- Greeted customers and provided excellent customer service
- Pleasantly and courteously interacted with customers
- Maintained high standards of customer service during high-volume, fast-paced operations
- Built loyal clientele through friendly interactions and consistent appreciation
- Handled currency and credit transactions quickly and accurately
- Followed food safety procedures according to company policies and health and sanitation regulations
- Skillfully promoted items on beverage lists and restaurant specials
- Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff
- Addressed diner complaints with kitchen staff and served replacement menu items promptly
- Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients
- Received frequent customer compliments for going above and beyond normal duties
Education
VCE - English, Mathematics, English Literature, Australian History, Health and Human Development
Lilydale High School
Lilydale, Victoria01.1988
Skills
- Conflict resolution techniques
- Training personnel
- Dexterity
- Vendor relations
- Efficient precision
- Concentration
- Excellent judgment
- Money handling
- Employee training and development
- Fine-dining expertise
- Equipment maintenance
- Event management
- Ordering and invoicing
- Time management
- Thrives in fast-paced environment
- Bar terminology
- Liquor and smoking laws familiarity
- Up-selling capability
- Data management
- Team leadership
- Budgeting and finance
- Self-motivated
- Extremely organized
- Staff development
- Service-oriented
- Menu planning
- Outgoing and energetic
- Decision-making
- Customer service
- Forecasting and planning
- Problem-solving
- Dynamic, friendly hostess
- Staff scheduling
- Food service background
- Marketing and advertising
- Point of Sale (POS) system operation
- Passion for customer satisfaction
- Strong work ethic
- Microsoft outlook, word, and Excel
- Customer focused
- Excellent time management skills
- Complaint resolution
- Customer relationship management (CRM)
- Exceptional telephone etiquette
- MS office
- Call center management
- Staff training
Certification
Current working with children check
Current First Aid & CPR Certificate
Current food handler certificate
Languages
Italian
Full Professional
Timeline
Customer Service Manager
Yarra Valley Chocolaterie & Ice Creamery
10.2022 - Current
Showroom Manager
Yarra Valley Chocolaterie & Ice creamery
01.2019 - Current
Restaurant Manager
Casalinga Restaurant
01.2013 - 08.2019
Food Attendant
Casalinga Restaurant
01.2011 - 01.2012
Current working with children check
Current First Aid & CPR Certificate
Current food handler certificate
VCE - English, Mathematics, English Literature, Australian History, Health and Human Development
Lilydale High School
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