Emily Cridland
Canberra,ACT
Summary
Skilled Customer Service Supervisor with a background in managing customer service teams, ensuring high-quality customer interactions, and resolving complex customer complaints. Strengths include problem-solving capabilities, strong leadership skills, and the ability to implement effective customer service protocols. Previous work has resulted in improved team productivity, enhanced customer satisfaction rates, and streamlined service procedures.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Vikings Group Canberra
Canberra, ACT
12.2023 - Current
- Communicated with customers to understand their needs and provide appropriate solutions.
- Supported the training of new staff on customer service policies and procedures.
- Managed daily operations to ensure consistent service delivery across all channels.
- Collaborated with team members to enhance overall customer satisfaction levels.
- Implemented quality control measures to maintain service standards consistently.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Oversaw daily cash handling procedures and ensured accuracy of financial records.
- Investigated discrepancies in paperwork or cash handling procedures during audits.
- Managed staff scheduling and assigned tasks to meet operational needs.
- Responded promptly to any emergency situations that arose during shifts.
- Handled employee problems in absence of general manager.
- Ensured compliance with local licensing laws and regulations relating to serving alcohol.
Bistro Manager
The Cookery, Erindale Vikings
Canberra, ACT
11.2022 - 12.2023
- Managed daily operations to ensure smooth bistro functionality.
- Trained staff on menu offerings and customer service expectations.
- Coordinated inventory management and supply ordering processes.
- Oversaw scheduling to maintain adequate staff coverage during peak hours.
- Implemented health and safety standards in food preparation areas.
- Resolved customer complaints in a professional manner.
- Conducted regular performance reviews with staff members to improve efficiency.
- Trained and supervised staff on restaurant policies, procedures, and service standards.
Education
Cert IV Hospitality
Access Recognized Training
Canberra, ACT06-2025
High School Diploma -
St Mary Mackillop College
Canberra, ACT11-2022
Skills
- Customer service
- Conflict resolution
- Health and safety compliance
- Cash handling
- Communication skills
- Task delegation
- Time management
- Problem-solving
Certification
- Responsible Service of Alcohol ACT and NSW
- Responsible Conduct of Gambling ACT and NSW
- Gambling Contact Officer
- First Aid and CPR Certified
- WWVP ACT
- Anti Discrimination Law and Complaint Handling Procedures
- AML/CTF
Timeline
Customer Service Supervisor
Vikings Group Canberra
12.2023 - Current
Bistro Manager
The Cookery, Erindale Vikings
11.2022 - 12.2023
Cert IV Hospitality
Access Recognized Training
High School Diploma -
St Mary Mackillop College