Esther Sami
Croydon,SA
Summary
First year University Student currently studying Bachelors in Business, minoring in Marketing, seeking a part-time position in a Customer Service, Sales & Marketing or Supervisory roles. With over 15 years of experience in Customer Service Supervisor, I have developed excellent interpersonal & communication skills and am able to handle challenging situations with ease. I am also proficient in using Microsoft Office and have extensive experience in supervisory roles, in sales, service & maintaining compliance at all times. Excellent skills in building relationships internally & externally to maximise growth & development. I have extensive and indebt knowledge in problem solving including training & staff development with ensuring ethics and values are maintained.
Overview
16
16
years of professional experience
Work History
Team Leader - Teller
Bank Of South Pacific Limited
01.2013 - 12.2023
- Ensure superior service provided at all times to all customers.
- Perform telling duties efficiently and effectively with superior service d all transactions.
- Ensuring that all transfers from both internal and external customers in accordance with Bank's policies and procedures
- Adhere to banks policy and regulations and ensure highest level of honesty, integrity and professionalism is demonstrated when carrying out duties at all times
- Maintain cash security at all times by adhering to Bank's rules and regulations on cash security
- Facilitate opening of all deposit account types and exploring other financial opportunities
- Process trade payments such as Telegraphic transfers, by following RBF guidelines and regulations
- Staff supervision – adhering to cash & telling procedures & guidelines, ensuring customer satisfaction at all times
- Loan application & offer letter sign off's & acceptance
- Loan reports hindsight & arrears management.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Established clear communication channels that ensured timely exchange of information between team members and stakeholders
- Held weekly team meetings to inform team members on company news and updates.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Managed conflict resolution among team members, fostering positive and collaborative work environment.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained inclusive and diverse team culture, promoting respect and understanding among all members.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Excellent communication skills, both verbal and written.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Applied effective time management techniques to meet tight deadlines.
Duty Manager
Damodar Village Cinemas Lautoka
01.2011 - 01.2013
- Oversee personnel and day to day operations of entertainment venues
- Efficiently providing superior level of customer service to customers
- Establish and review operational policies and procedures cinema operations.
- Ensure that all venues are in best physical conditions for comfort and safety of customers
- Ensure that all staff are always at their best physical conditions in order to provide best courtesy services to customers
- Ensure that rules and conditions are respected in various venues
- In charge of coordination of customer emergency situation at various venues
- Monitor staff behaviors and apply disciplinary measures when applicable.
- Prepare daily/weekly banking & reconcile all daily intakes from sales proceeds
- Prepare weekly staff rosters to make sure that efficient customer service is being provided at all times
- General administration duties like filing, petty cash, bank reconciliation, & invoicing.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within group.
- Served a primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Established team priorities, maintained schedules and monitored performance.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Maintained professional behaviour by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
- Evaluated employee performance and coached and trained to improve weak areas.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in team environment.
Sales & Marketing Supervisor
Sheepskin Leather Factory (SLF)
01.2009 - 01.2011
- Boosted team performance by developing customer service training materials and conducting service training.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Evaluated customer needs and feedback to drive product and service improvements.
- Resolved conflicts among team members promptly, maintaining harmonious working environment conducive to productivity.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in field.
- Enhanced communication within team by holding regular meetings and encouraging open dialogue among all members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Frequently inspected production area to verify proper equipment operation.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained compliance with company policies, objectives, and communication goals.
- Achieved results by working with staff to meet established targets.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Strengthened communication skills through regular interactions with others.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Sales Executive
Motibhai Group (Nadi Airport)
01.2008 - 12.2008
- Assist customers & provide service when needed
- Stock in shelves & make sure that everything is in order daily
- Attend training related to the product & deliver information to customers when required.
- Used in-store system to locate inventory and place special orders for customers.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Education
Bachelor of Arts - Business And Marketing
Adelaide Institute of Higher Education
Adelaide, SA03.2027
Vocational Training - Need Based Selling
Fiji National University
Lautoka, Fiji05.2013
High School Diploma -
Tilak High School
Lautoka, Fiji01.2007
Skills
- Sales & Marketing Skills
- Known for exercising discretion, judgment, and proposal about transaction problems and inquiries
- Demonstrated ability reply questions on products, services and procedures maintaining excellent customer relations constantly
- Proven ability to direct customers to proper staff, managerial skills
- Well versed in recognizing customer's needs and cross sell services to meet those requirements
- Computer: Skilled in POS Systems, MS Word, Excel and banking applications
- Excellent spoken and written communication skills, bilingual: fluent in English and Hindi
- Dedicated and detail-oriented: high level of accuracy and strong attention to detail
- Enthusiastic self-starter, Motivated, proactive and have initiative
- Customer oriented and outstanding customer service ethics
- Meet deadlines with minimum supervision or no supervision
- Partnership and Teamwork – ability to work with team to convey idea and implement if necessary, with staff training & development
Personal Information
- Place of Birth: Lautoka
- Date of Birth: 12/09/1989
- Nationality: Fijian
Certificates And Trainings
- Teller Training, BSP, 10/24/2013
- Value Based Selling Skills Certificate, Fiji National University, 05/30/2013
- Personal Banker Training, BSP, 04/04/2017
- Trade Finance & International Training, BSP, 04/04/2017
- Banks Sales & Service Leaderboards Winner - 2022
- Banks Sales & Service Leaderbord Winner - 2023
References
- Mr Devendran Pillay, Branch Manager, Bank of South Pacific Limited, 7024 887, Dpillay@bsp.com.fj
- Mrs Rakesh Kumar, Senior Manager – Business Banking – West, Bank of South Pacific Limited, 7024870, RakeshK@bsp.com.fj
- Mrs Noelene Dixie, Deputy Branch Manager – Westfield, Bank Of south Pacific Limited, 7024063, NDixie@bsp.com.fj
- Mr David Holst, Glenelg, SA - 0418 555 683 - david@holstadelaide.com.au
Hobbies and Interests
- Travelling
- Playing badminton
- Watching Movies
- Cooking
Timeline
Team Leader - Teller
Bank Of South Pacific Limited
01.2013 - 12.2023
Duty Manager
Damodar Village Cinemas Lautoka
01.2011 - 01.2013
Sales & Marketing Supervisor
Sheepskin Leather Factory (SLF)
01.2009 - 01.2011
Sales Executive
Motibhai Group (Nadi Airport)
01.2008 - 12.2008
Bachelor of Arts - Business And Marketing
Adelaide Institute of Higher Education
Vocational Training - Need Based Selling
Fiji National University
High School Diploma -
Tilak High School
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