FILIMENA STEFANOVSKI
Reservoir,VIC
Summary
I'm a dedicated Service Supervisor with 6 years of experience in managing customer service teams and optimizing operational workflows. Skilled in resolving complex customer issues, implementing process improvements, and driving team performance to exceed service targets. Adapting to balance customer needs with operational efficiency and committed to fostering a positive and productive work environment. Seeking to leverage expertise in team leadership and service excellence to contribute to the success of Coles and Mcdonalds customer service department.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Supervisor
Coles
Northcote
06.2022 - Current
- Oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints
- Closing the whole store and counting all cash registers before shift finish time
- Cleaning and organising loose stock
- Managing team members break times and finishing times
- Excellent customer service skills
- Dealing with unexpected inquiries, and always having a positive mindset.
- Ensured that all customer inquiries were addressed in a timely manner, while also ensuring accuracy and quality of work.
- Provided on the-job training for new staff members to ensure compliance with company standards and regulations
- Resolved complex issues by utilizing problem solving skills and creative thinking techniques
- Identified trends in customer feedback to develop strategies for improving overall customer satisfaction levels
- Utilized strong communication skills when interacting with both internal stakeholders, as well as external customers.
Grocery Stocker
coles
06.2022 - Current
- Assisting customers with product inquiries and locating items.
- Providing a friendly and helpful shopping experience.
- Restocking shelves with products in an organized and timely manner.
- Rotating stock to ensure products with earlier expiry dates are at the front (FIFO - First In, First Out).
- Assisting with unloading deliveries and transferring stock to the shelves or storage areas.
- Maintaining attractive, clean, and organized displays to maximize product visibility.
- Implementing promotional signage and ensuring pricing is accurate.
- Keeping aisles and shelves clean, tidy, and free from hazards.
- Following Coles' food safety standards and policies.
- Working collaboratively with other team members to complete tasks efficiently.
- Communicating with supervisors and other departments about stock levels or customer needs.
Crew Trainer
McDonald's
11.2019 - 01.2025
- I have successfully completed a Certificate III in Retail services, as well as working at McDonald's for almost 4 years and accomplished becoming a crew trainer and even trained as a manager
- I have Identified training needs and recommended additional training programs for crew members
- Handled customer complaints in a professional and courteous manner
- Placed orders into POS systems and handled cash and credit transactions
- Completed all store opening and closing procedures
- Cleared and bussed tables and mopped lobby floors during closing times
- Memorised food and drink recipes to prepare orders with speed and accuracy
- Helped with stock and delivery
- Organising and rearranging the stock cage for the delivery to be put away
- Ensured that all safety protocols were followed during training sessions.
- Maintained up-to-date records of all employees' training progress and certification status.
- Developed and implemented training programs to ensure crew members were adequately prepared for their roles.
- Developed and implemented strategies to enhance team performance, improve processes and boost results.
Radio Station Intern
96.5 Inner FM Community Radio Station
Warringal
02.2018 - 09.2019
- Company Overview: A community radio station located in Warringal Shopping Centre
- Working on this radio station allowed me to connect with listeners in real-time, sharing music, stories, and news while creating a dynamic and engaging atmosphere on air
- A community radio station located in Warringal Shopping Centre
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Assisted with event planning, support and execution of virtual and in-person engagements.
- Set specific goals for projects to measure progress and evaluate end results.
- Evaluated needs of departments and delegated tasks to optimize overall production.
Education
Year 12 VCE High School Graduate -
Our Lady Of Mercy College
Assoiate degree - Screen & Media
RMIT University
Skills
- Active listening
- Customer service
- Leadership skills
- Critical Thinking
- Communication Skills
- Time management
- Scheduling expertise
- Excellent personal service experience
- Task delegation
- Service delivery
- Account management
Certification
- Barista Course & Certification, McDonald's, 2020
- Certificate III in Retail, McDonald's, 2019
References
- Jay Ortaga, McDonald's Manager, 0449 878 367
- William Liao, Coles Assistant Store Manager, 0413 477 572
Timeline
Service Supervisor
Coles
06.2022 - Current
Grocery Stocker
coles
06.2022 - Current
Crew Trainer
McDonald's
11.2019 - 01.2025
Radio Station Intern
96.5 Inner FM Community Radio Station
02.2018 - 09.2019
Year 12 VCE High School Graduate -
Our Lady Of Mercy College
Assoiate degree - Screen & Media
RMIT University
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