Emma Gibbs
Hampton Park,Australia
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Godfreys
01.2022 - Current
- Develop and implement strategic plans for the customer service department
- Align customer service strategies with overall business goals and objectives
- Facilitate effective communication within the team and with other departments
- Act as a liaison between the customer service department and upper management
- Collaborate with other departments to address customer-related issues
- Keep the team updated on product knowledge, company policies, and customer service best practices
- Processing onboarding for new team members
- Implement quality assurance measures to ensure consistent service quality
- Conduct audits and reviews of customer interactions for compliance and improvement opportunities
- Provide coaching based on quality assurance findings
- Oversee the use of customer relationship management systems (Pronto and Zendesk) and other tools
- Identify and implement technology solutions to enhance customer service efficiency.
Customer Service Team Leader/Trainer
Godfreys
01.2019 - 01.2022
- Lead and supervise a team of customer service representatives
- Provide guidance, training, and mentorship to team members
- Foster a positive and collaborative team environment
- Set performance goals and expectations for the team
- Monitor and evaluate individual and team performance
- Conduct regular performance reviews and provide constructive feedback
- Allocate tasks and responsibilities among team members
- Ensure efficient workflow and adherence to established processes
- Prioritize and manage daily workload for the team
- Handle escalated customer inquiries and complaints
- Work with team members to resolve complex issues and ensure customer satisfaction
- Implement strategies to prevent recurring problems
- Conduct ongoing training sessions for team members
- Support the onboarding process for new team members.
Customer Service Representative/Trainer
Godfreys
01.2016 - 01.2019
- Timely resolution of customer service inquiries and implementation of procedures using Pronto CRM
- Identification and resolution of potential service issues, fostering teamwork across departments
- Project management as defined by Management
- Tracking orders, processing phone sales, and managing payments through various platforms
- Handling customer complaints and inquiries via multiple channels
- Training and development of new customer service staff.
Sales and Guest Service Supervisor
The Australian Entertainment Company
01.2014 - 01.2018
- Presentation of promotions at events and tradeshows
- Excellent customer service and complaint resolution
- Supervision of sales staff, inventory-taking, and reconciling cash receipts
- Task assignment and oversight of employees to ensure safety and quality control
- General administration duties.
Sales Team Member
Godfreys
01.2015 - 01.2016
- Proficient in processing sales through POS systems and teaching others
- Efficient handling of stock transfers, repairs, and deliveries
- Upselling and assisting team members in closing sales
- Knowledgeable about personal and store KPIs
- Maintaining a professional and organized work environment
- Proactively allocating tasks to colleagues
- Experienced in store opening and closing procedures.
Education
High School Diploma -
Our Lady of Sion College
Box Hill, VIC12.2011
Skills
- Talent Development
- Training and Mentoring
- Complaint Resolution
- Staffing Coordination
- Handling Escalations
- Customer-Focused
- CRM Software
- Time Management
- Product Knowledge
- Team Building and Leadership
Professional Development
- ICML Course - Building a High-Performance Team
- ICML Course - Communicating with Impact
- ICML Course - Essential Leadership Skills
Hobbies and Interests
- Listening to music
- Camping
- Passionate about animals
- Traveling
- Reading
- Horse riding
- Brain training
References
Available upon request
Timeline
Customer Service Manager
Godfreys
01.2022 - Current
Customer Service Team Leader/Trainer
Godfreys
01.2019 - 01.2022
Customer Service Representative/Trainer
Godfreys
01.2016 - 01.2019
Sales Team Member
Godfreys
01.2015 - 01.2016
Sales and Guest Service Supervisor
The Australian Entertainment Company
01.2014 - 01.2018
High School Diploma -
Our Lady of Sion College
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