Emma Patruno
Melbourne,VIC
Summary
Professional with a strong background in customer service, ready to
prove my skills, performance and operational efficiency.
Known for adapting to new environments, and delivering great results. Skilled in strategic planning, with focus on motivating teams and achieving business goals. Reliable and a flexible leader with a can do attitude.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Burson Auto Parts
Melbourne, VIC
06.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Investigated and resolved customer inquiries and complaints quickly.
Team Leader Manager
Kmart Australia
Melbourne, VIC
04.2018 - 02.2024
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Ensured compliance with industry-specific regulations by implementing appropriate policies and procedures for the team's operations.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
- Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
- Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Ensuring that the store is compliant with the Australian standards, policies, regulations, building codes and OH&S act and regulations.
- Strong attention to detail in moderating the store's safety for employees and customers.
- Established team priorities, maintained schedules and monitored performance.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
Certificate II - Security Operations
Australian College Of Education And Training
Melbourne, VIC08-2019
Year 12 VCE -
Lalor Secondary College
Melbourne, VIC11-2017
Skills
- Prioritization and scheduling
- Customer engagement and communication
- Strategic decision-making
- Attention to detail
- Team motivation and development
- Workplace safety
- Cash handling / Budget Management
- Safety processes and procedures
- Effective problem solving
- Time Management
- Multitasking
- Organizational skills
Certification
First Aid
Certificate II Security Operations
References
Available upon request
Timeline
Customer Service Representative
Burson Auto Parts
06.2022 - Current
Team Leader Manager
Kmart Australia
04.2018 - 02.2024
Certificate II - Security Operations
Australian College Of Education And Training
Year 12 VCE -
Lalor Secondary College