Emma Te Raki
Sydney,NSW
Summary
Proven leader with a track record of enhancing customer satisfaction and team productivity at Honey Birdette. Skilled in strategic planning and cross-functional teamwork, achieving over a 20% improvement in customer satisfaction scores. Excels in staff training and development, fostering high-performing teams focused on results. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
16
16
years of professional experience
Work History
Customer Obsession Manager
Honey Birdette
06.2023 - Current
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, on boarding, and talent development initiatives.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Manager for three teams from Australia, UK and USA total amount of staff was 25
Operations
Aldi
10.2018 - 06.2023
- Used scanners to quickly locate and track items in warehouse.
- Collaborated with team members to achieve daily pick and pack goals.
- Met productivity goals consistently by prioritizing tasks effectively and staying focused during peak hours.
- Operated pallet jacks to safely transport goods from warehouse to shipping area.
- Assisted in training new warehouse pickers, sharing best practices and fostering a positive work environment.
- Inspected and verified orders before shipping them to customers for accurate deliveries.
- Assembled orders and packed items for shipment, conveying orders to shipping personnel
- Increased order picking efficiency by utilizing warehouse management systems and barcode scanning equipment.
- Collaborated with team members to achieve daily order fulfillment targets, contributing to overall warehouse productivity.
- Excellent communication skills, both verbal and written.
- Collaborated with team members to ensure timely completion of orders during peak demand periods.
- Collaborated with team members to complete picking tasks quickly and efficiently.
- Reviewed order slips, picked products and staged merchandise to be shipped.
- Recorded daily activities for inventory control.
- Supervised and trained new staff in performing census.
Customer Service Manager
OZ Design Furniture
01.2009 - 11.2016
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Optimized workflow processes to maximise efficiency while maintaining an unwavering commitment to client satisfaction.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Followed through with client requests to resolve problems.
- Manager for a team of 10 Staff
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Management
- Staff Training and Development
- Project Management
- Operations Management
- Strategic Planning
- Cross-Functional Teamwork
- Customer Relationship Management (CRM)
- Team Development
Swimming, Maori Culture, Weaving, Treasure for the Indigenous women's welfare league
We help Indigenous women in all aspects of there life, we work closely with the police and other foundations to provide information and resources depending on the situation.
Swimming helps me to clear my mind and keep me healthy.
I have a strong connection with my heritage as a Maori women and weaving and Maori Culture allows me to stay connected.
Timeline
Customer Obsession Manager
Honey Birdette
06.2023 - Current
Operations
Aldi
10.2018 - 06.2023
Customer Service Manager
OZ Design Furniture
01.2009 - 11.2016
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