Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering 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.
Hi, I’m
Everlyne Maero
Melbourne,Victoria
Summary
Overview
15
years of professional experience
Work History
Jacquia TrendsClyde, VIC
Store Manager
04.2023 - Current
Job overview
- Managed 3 Staffing customer service members while setting Clear customer satisfaction goals and responded to their questions and guided them on appropriate resolutions
- Organize all store operations and allocate responsibilities to personnel.
- Prepare and control the store’s budget aiming for minimum expenditure and efficiency.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Manage and resolve complaints from customers to maintain the store’s reputation.
- Inspect the areas in the store and resolve any issues that might arise.
- Plan and oversee in-store promotional events or display.
- Keep abreast of market trends to determine the need for improvements in the store.
- Analyse sales and revenue reports and make forecasts.
- Increase brand awareness and build brand loyalty with their customers through social Media channels (Instagram, Facebook, eBay and google)
TATA Communications (Australia) Pty Limited, North Sydney, NSW
Customer Service Manager
10.2018 - 04.2023
Job overview
- Managed Order Management and Engineering Teams while setting Clear customer satisfaction goals and responded to their questions and guided them on appropriate resolutions
- Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
- Coached new team members on service techniques and provided scoring through quality assurance program
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Provided primary customer support to internal and external customers in fast-paced environment
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Cross-trained and provided back up for customer service managers
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Attended staff and client meetings and served as liaison to manage operations for account.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Coordinated new hire recruitment, training and development.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
Optus Wholesale And Satellite Macquarie Park, NSW
Process Improvement Manager
02.2018 - 09.2018
Job overview
- Responded rapidly to market shifts to make changes to corporate processes.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Significantly improved customer engagement and experience from a score of 7.0 to a score of 8.2 within a 12-month periods
- Managed change among staff to achieve buy-in and cooperation and overcome resistance.
- Gathered and analyzed large amounts of data to determine improvement projections.
- Conducted focus groups, surveys and feedback sessions to gather input from stakeholders.
- Developed streamlined manufacturing process, which boosted productivity by 60% by automation, scripting and standardizing Processes
- Identified appropriate methodology to shorten cycle time and achieve target margins.
- Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
- Evaluated impact of process change on overall operation and determined return on investment.
Optus Wholesale And Satellite Macquarie Park, NSW
Service Delivery Team Leader
08.2016 - 02.2018
Job overview
- Educated staff on organizational mission and goals to help employees achieve success.
- Coached staff on daily performance and conducted evaluations to constructively address concerns.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Boosted customer experiences by delivering superior customer service, issue resolution.
- I was able to lead and drive the Service Delivery Team to deliver a record on-time performance in 2017 of >80% (an increase from 60%), while reducing the standard lead time from 14 weeks to 8 weeks
- Managed team of employees, overseeing hiring, training, and professional growth of employees.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
Optus Wholesale And Satellite Macquarie Park, NSW
Customer Account Manager
03.2008 - 08.2016
Job overview
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Tracked and maintained orders to guarantee prompt and successful delivery to customers.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Supported day-to-day account management for company clients.
- Strengthened relationships with current accounts through consistent and frequent communication.
- Reduced revenue loss by driving early revenue and backlog order initiative and focus by 30%
- Nominated for the Most Valuable Contribution Award in the Optus Wholesale and Satellite operation 3 years in a row
- Retained and managed the largest strategic accounts by demonstrating exceptional Account and Stakeholder Management capabilities.
Education
Central Queensland UniversityMelbourne, VIC
Bachelor of Information Technology from Electronic Commerce
University Overview
Pending 4 subjects to completed
Skills
- Administrative Support
- MS Office proficiency
- Customer Service oriented
- Excellent communication
- Continuous Improvement
- Inter-personal skills
- Managerial techniques
- Coaching and mentoring
- Leadership
- Strong Organizational skills
- Report preparation
- Problem-solving skills
- Stakeholder Management
- Account management
Timeline
Store Manager
Jacquia Trends
04.2023 - Current
Customer Service Manager
TATA Communications (Australia) Pty Limited,
10.2018 - 04.2023
Process Improvement Manager
Optus Wholesale And Satellite
02.2018 - 09.2018
Service Delivery Team Leader
Optus Wholesale And Satellite
08.2016 - 02.2018
Customer Account Manager
Optus Wholesale And Satellite
03.2008 - 08.2016
Central Queensland University
Bachelor of Information Technology from Electronic Commerce
Similar Profiles
Lynn OtsyulaLynn Otsyula
Online Retail Assistant/Bookkeeper at Jacquia TrendsOnline Retail Assistant/Bookkeeper at Jacquia Trends
Shekelia KingShekelia King
Assistant Manager at Citi TrendsAssistant Manager at Citi Trends
EMMANUEL DALANGINEMMANUEL DALANGIN
Senior Technology Engineer at TRENDS & TECHNOLOGIIES INC.Senior Technology Engineer at TRENDS & TECHNOLOGIIES INC.