Felicity Tews
Croydon North,VIC
Summary
To seek and maintain full-time position that offers professional challenges utilising my interpersonal skills, excellent time management and problem-solving skills.
I am an accomplished Store Manager and Call Centre Supervisor with a proven track record at EG Fuel and Apple Marketing, enhancing customer satisfaction and team performance through training and mentoring. Skilled in inventory and cash management, with a knack for fostering positive customer relationships and a collaborative team environment. I demonstrate exceptional multitasking and organizational abilities, driving significant improvements in efficiency and productivity.
Overview
7
7
years of professional experience
Work History
Store Manager
EG Fuel
Lilydale, VIC
03.2019 - Current
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Assisted with hiring, training and mentoring new staff members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
Call Center Supervisor
Apple Marketing
Melbourne, VIC
08.2017 - 03.2019
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
Education
VCE -
Croydon Secondary College
Croydon, VIC12.2005
Skills
- Customer Service
- Team leadership and coaching
- Multitasking and Organization
- Store operations
- Training and mentoring
- Store Opening and Closing
- Friendly and Positive
- Inventory Management
- Cash Management
- POS Systems
Accomplishments
- Increased sales by 10-15% on previous year by coaching team on new and better merchandising standards.
- Supervised team of 6-12 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Developed easy to use procedure guides for team.
References
Professional:
Amanda Bell - EG Fuel Manager
0423 391 413
Personal:
Daniel Grey - Friend & Ex-Colleague
0450 245 130
Timeline
Store Manager
EG Fuel
03.2019 - Current
Call Center Supervisor
Apple Marketing
08.2017 - 03.2019
VCE -
Croydon Secondary College