Fay Chapman
Runcorn,QLD
Summary
A team player with strong interpersonal and administrative skills, committed to delivering excellent customer service.
Developed exceptional communication and customer service skills in high-volume, customer-focused environment. Proven ability to resolve complex issues and maintain composure under pressure. Seeking to transition into new field, leveraging strong problem-solving and multitasking abilities.
Overview
3
3
years of professional experience
Work History
Call Center Representative
Concentrix
01.2025 - Current
- Resolved customer inquiries through active listening and effective communication techniques.
- Managed high-volume inbound calls, ensuring timely resolution of issues.
- Documented interactions accurately in CRM systems for future reference and analysis.
- Trained new team members on call handling protocols and customer service best practices.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
FRESH MANAGER
Iga crestmead
08.2022 - 01.2025
- Coached new hires on company policies, procedures, products, services, and job duties.
- Identified areas of improvement in operations and implemented strategies to reduce costs and increase efficiency.
- Utilized problem solving skills to resolve customer complaints quickly and effectively.
- Ensured safety protocols were followed at all times in the workplace by conducting regular audits.
- Conducted regular meetings with staff to discuss goals, objectives, challenges, and opportunities for improvement.
- Addressed and resolved client or customer inquiries to foster superior standards of service.
- Identified operational process inefficiencies to recommend necessary improvements.
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
- Assisted in developing departmental budgets; monitored spending throughout the year against allocated funds.
- Monitored customer satisfaction levels through surveys or focus groups; identified areas of improvement accordingly.
- Established effective communication channels with vendors to ensure timely delivery of goods and services.
- Tracked key metrics such as sales figures or customer retention rates; generated reports highlighting successes and failures.
- Maintained accurate records related to payroll, inventory control, budgeting, staffing needs.
- Provided feedback on employee development plans to ensure maximum efficiency in operations.
- Ensured compliance with all applicable laws regarding health codes, sanitation regulations, and safety requirements.
- Established strong relationships with vendors to ensure timely delivery of products at competitive prices.
- Managed cash register transactions accurately while demonstrating excellent customer service skills.
- Monitored daily operations including scheduling staff shifts, assigning tasks, handling customer inquiries, and resolving conflicts among employees.
- Performed regular stock rotation activities while managing expiration dates of products.
- Maximized profits by minimizing shrinkage levels through improved security protocols.
- Successfully managed fresh food inventory and ordering, ensuring product quality and cost control.
- Worked with coworkers to complete tasks.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Responded quickly to meet customer needs and resolve problems.
- Focused on learning new skills and staying updated with industry changes.
- Met deadlines while maintaining high-quality deliverables.
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives.
2IC MANAGER
Iga Crestmead
08.2022 - 01.2025
- Provided guidance and support to team members, ensuring they had the resources necessary to accomplish tasks efficiently.
- Assisted in developing new processes for streamlining workflow within the organization.
- Addressed grievances from employees in a timely manner.
- Maintained compliance with company policies and procedures.
- Resolved customer service issues quickly and effectively, leading to improved customer satisfaction ratings.
- Participated in weekly meetings with senior management regarding current initiatives.
- Provided leadership and direction to staff to ensure organizational efficiency and effectiveness.
- Provided leadership in decision-making processes, considering both short-term and long-term implications.
- Fostered positive, inclusive work environment that values diversity and inclusion.
- Administered bookkeeping functions to generate invoices and handle accounts payable and receivable.
- Reviewed monthly financial results with partners to identify opportunities to improve profitability.
- Oversaw development and execution of business plans and initiatives.
- Collaborated with other departments in order to provide a high level of customer service.
- Analyzed data related to departmental performance and identified areas for improvement or further development.
- Worked with coworkers to complete tasks.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Responded quickly to meet customer needs and resolve problems.
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Focused on learning new skills and staying updated with industry changes.
Skills
- Staff development
- Marketing management
- Innovation management
- Team player
- Customer relations
- Administrative skills
- Public relations
- Problem resolution
- Motivation
- Customer-oriented
- Quality management
- Interpersonal skills
- Staff training
- Inventory control
- Purchasing
Timeline
Call Center Representative
Concentrix
01.2025 - Current
FRESH MANAGER
Iga crestmead
08.2022 - 01.2025
2IC MANAGER
Iga Crestmead
08.2022 - 01.2025