Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
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Emma Sultana

Student

Summary

As a dedicated Customer Service Representative at Coles, I consistently demonstrate strong problem-solving and communication skills while delivering top-tier service. I adapted swiftly to new systems during COVID-19, maintaining health compliance without compromising a welcoming atmosphere. My proactive approach and willingness to take on extra shifts have established me as a reliable team member. Balancing work with my education has sharpened my time management and organizational abilities. Over the years, I've become a trusted resource within the team, fostering collaboration and ensuring customers always receive friendly, high-quality service.

Overview

4
4
years of professional experience

Work History

Media Presenter (Seasonal Work)

Connect Education
09.2024 - Current
  • Created and delivered engaging multimedia presentations that made VCE topics relatable and interesting for students.
  • Collaborated with educators to ensure presentations aligned with the VCE curriculum and supported students’ learning goals.
  • Researched current educational trends to keep content fresh, relevant, and engaging for the audience.
  • Led interactive sessions that encouraged student participation and fostered a lively learning atmosphere.
  • Gathered feedback from students and educators to continuously improve presentation style and content effectiveness.
  • Stayed informed about VCE requirements and updates in education to ensure all materials were relevant and accurate.
  • Assisted in creating handouts and online resources that enhanced the overall learning experience for students.
  • Promoted Connect Education’s initiatives through various channels to build community awareness and engagement.

Customer Service Representative

Coles
08.2020 - Current
  • Delivered exceptional customer service by engaging with shoppers, addressing inquiries, and providing prompt solutions to enhance their experience.


  • Managed customer complaints and conflicts effectively, using de-escalation techniques to resolve issues positively.


  • Adapted to busy periods during COVID-19 by implementing queue management strategies and ensuring compliance with health guidelines while maintaining high service levels.


  • Operated the POS system efficiently, processing transactions and ensuring a smooth checkout experience.


  • Maintained financial integrity through accurate cash management and balancing cash drawers.


  • Enhanced store atmosphere by restocking and organizing checkout displays for easy customer access.


  • Fostered teamwork by coordinating with colleagues to improve workflow and service during peak hours.


  • Mentored and trained new staff, promoting a customer-focused culture and supportive team environment.


  • Ensured adherence to health and safety standards, maintaining a clean and welcoming shopping environment.


  • Multitasked effectively in a fast-paced setting, prioritizing customer needs alongside operational duties.

Education

Bachelor of Law And Commerce -

Deakin University
Melbourne, VIC
10.2029

High School Diploma -

Catholic Ladies' College
Eltham, VIC
10.2023

Skills

Customer Service

Problem-solving abilities

Critical Thinking

Positive Attitude

POS systems expert

flexibility and Dependable

Money handling abilities

Complaint Handling

Digital Payments & Transactions

Payment Processing

Staff Training

Customer Loyalty Programs

Teamwork

Accomplishments

  • Premier's Award for academic excellence in VCE Media Studies
  • Catholic Ladies' College proxime accessit (97.95 ATAR)
  • Academic excellence awards in year 12 Global Politics, Media and Business Management
  • Academic endeavour awards in year 12 Literature and Psychology
  • Legal Studies DUX (2022)
  • Media DUX (2023)
  • Global Politics DUX (2023)

References

Liana Gangi - Media Teacher | Lianam.gangi@gmail.com

Laura Wallace - Coles Service Manager | 61 402 009 905

Dorsa Hosseini - Character Reference | 0470 491 499

Timeline

Media Presenter (Seasonal Work)

Connect Education
09.2024 - Current

Customer Service Representative

Coles
08.2020 - Current

Bachelor of Law And Commerce -

Deakin University

High School Diploma -

Catholic Ladies' College

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