Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

EMILIE NANKERVIS

Newmarket,QLD

Summary

I am looking for the exciting opportunity to gain work experience in the information and library professions while completing an online Bachelors in Information Studies at Charles Sturt University. Currently employed as a customer service supervisor, the skills and duties of this role can be successfully transferred to a clerical, administrative or archival role. Knowledgeable in writing reports, filing, researching and organising information. Highly engaging and customer-service focussed, bringing a creative input to problem-solving at the workplace.

Overview

2
2
years of professional experience

Work History

Customer Service Supervisor

Coles Supermarket
06.2022 - Current
  • Coached employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Interceded between employees during arguments and diffused tense situations.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Implemented feedback system for customers to provide comments and suggestions to improve service.
  • Identified customer service trends to provide recommendations for process and procedural improvements.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

Online Personal Shopper

Woolworths
08.2021 - 06.2022
  • Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
  • Consistently met deadlines and quality goals for accuracy and timeliness.
  • Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
  • Reviews orders prior to pick up for accuracy and purchase-by dates.
  • Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Tracked substitutions and informed customers of changes.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Worked productively with customers to meet order requirements and service expectations.
  • Greeted clients entering store to provide welcoming environment and friendly customer service.
  • Developed professional relationships with customers to establish repeat business and increase trust.
  • Contributed to team objectives in fast-paced environment.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.

Education

Bachelor of Information Management - Information Resources Management

Charles Sturt University
Wagga Wagga, NSW
02.2025

Certificate in First Aid -

LTT Brisbane
South Brisbane
05.2020

Diploma of Languages - Japanese

University of The Sunshine Coast
Sippy Downs, QLD
02.2018

Certificate in Barista training course, School -

Coffee School
Fortitude Valley, QLD
02.2016

Certificate I in IDMT -

Brisbane School of Distance Education
Coorparoo, QLD
09.2013

Skills

  • Customer Service
  • Supervising Employees
  • Research
  • Creative Solutions
  • Staff Assignments and Supervision
  • Handling Complaints
  • Clerical Support
  • Write Reports
  • Administration and Operations
  • Professional Phone Etiquette
  • Quality Assurance
  • Customer Relationship Management

Languages

Japanese
Limited Working

Timeline

Customer Service Supervisor

Coles Supermarket
06.2022 - Current

Online Personal Shopper

Woolworths
08.2021 - 06.2022

Bachelor of Information Management - Information Resources Management

Charles Sturt University

Certificate in First Aid -

LTT Brisbane

Diploma of Languages - Japanese

University of The Sunshine Coast

Certificate in Barista training course, School -

Coffee School

Certificate I in IDMT -

Brisbane School of Distance Education

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EMILIE NANKERVIS