Felicity Boyle
Sydney,NSW
Summary
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Overview
13
13
years of professional experience
Work History
Team Leader
Etoro
12.2021 - Current
- Managed a team of 10 customer service agents
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Oversaw quality control measures, maintaining high standards for all project outputs.
Shift Leader
Etoro
06.2021 - 12.2021
- Trained new employees and delegated daily tasks and responsibilities.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
- Organized shifts based on workflow and incoming inquiries
- Update backlog, workforce, and Incoming numbers for each Tier in order to forecast the daily plan
Customer Service Representative
Etoro
09.2020 - 06.2021
- Met the expected KPIs of handling 30+ cases a day and maintaining quality control expectation
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Developed comprehensive knowledge of products and services to provide accurate information to customers.
- Contributed to positive team culture, driving motivation and productivity among peers.
Customer Service Representative
Mon Purse
06.2019 - 03.2020
- Responsibilities
- Zendesk chat
- Inbound and outbound calls
- Live chat
- Weekly report
- Returns processing
- Achievements
- Customer service engagement
- Telephone manner
- Reply time
Causal Style Consultant
Tigerlily
06.2018 - 06.2019
- Responsibilities
- Assisting customers on clothes styling Stock and Transfer control
- Keeping shop neat and tidy
- Liaison with other branches to find styles Open and Closing store
- Achievements
- Learning store procedures Stock transfers
- Balancing till
- Daily reports
Casual Concession Sales Assistant
MARCS Standalone and Myer Concession
11.2016 - 07.2018
- Responsibilities
- Assisting customers on clothes selection
- Keeping shop neat and tidy
- Liaison with other branches to find styles and styles for customers
- Achievements
- Highest sales of full outfits
- Customers requesting myself for service
Casual cashier
IGA West Pymble
07.2012 - 08.2017
- Responsibilities
- Serving customers Keeping the front clean Date checking products Training new cashiers
- Achievements
- Trainer of new cashiers
Coach
Pymble Ladies College Sports Department
01.2016 - 12.2016
- Responsibilities
- Teach Junior students various sports
- Liaison with parents
- Teach students the meaning of working together to achieve an outcome
- Achievements
- Took students who had never played a sport and taught them the enjoyment of sport
- Helped students understand the importance of rules
- Controlled parents during matches to kerb their enthusiasm on the sidelines
Educator Vacation Care Booking Admin
Pymble Ladies College OSHC
01.2014 - 11.2016
- Responsibilities
- Supervisor of staff
- Organised holiday activities from beginning to actual activity Liaison with parents Supervise students
- Achievements
- Create and Organise Holiday activities
- Insured all staff knew their duties and responsibilities
- Before and after school supervisor Holiday coordinator
Live in supervisor for year7 borders
Tudor Hall UK
01.2015 - 12.2015
- Responsible for well fair of boarders
- Parent liaison
- Coach for sports teams where school lacked dedicated coaches Confidant to boarders who were home sick
- Achievements
- Learning not judge but listen to boarders problems and assist where I could Giving honest feedback to parents
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- People management
- Work Planning and Prioritization
- Daily workflow improvement
- Performance evaluations
- Leadership
- Time management
- Quality assurance
Timeline
Team Leader
Etoro
12.2021 - Current
Shift Leader
Etoro
06.2021 - 12.2021
Customer Service Representative
Etoro
09.2020 - 06.2021
Customer Service Representative
Mon Purse
06.2019 - 03.2020
Causal Style Consultant
Tigerlily
06.2018 - 06.2019
Casual Concession Sales Assistant
MARCS Standalone and Myer Concession
11.2016 - 07.2018
Coach
Pymble Ladies College Sports Department
01.2016 - 12.2016
Live in supervisor for year7 borders
Tudor Hall UK
01.2015 - 12.2015
Educator Vacation Care Booking Admin
Pymble Ladies College OSHC
01.2014 - 11.2016
Casual cashier
IGA West Pymble
07.2012 - 08.2017
Similar Profiles
Eddy TanEddy Tan
Compliance Officer at eToroCompliance Officer at eToro
James BryanJames Bryan
Customer Service Representative at EToroCustomer Service Representative at EToro
Lazare NapetvaridzeLazare Napetvaridze
Operations Manager at EtoroOperations Manager at Etoro
Kieran HostyKieran Hosty
Senior Archaeologist and Heritage Advisor at Hosty Heritage and ArchaeologySenior Archaeologist and Heritage Advisor at Hosty Heritage and Archaeology
Tom RooneyTom Rooney
Data Analyst Intern at CoreDataData Analyst Intern at CoreData