Gunjan Malla
Meadow Heights,Victoria
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
13
13
years of professional experience
Work History
Assistant Store Manager
Spirit Halloween Store
08.2023 - 11.2023
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Created and maintained safe and secure work environments for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Service Desk Supervisor/Customer Service Representative
Summerhill Coles
08.2021 - 07.2022
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained clean and organized front desk areas to uphold polished company image.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Offered assistance in implementing and developing training programs.
Cafe Manager/Owner/Operator
Kay And Anne’s Bay Café
04.2017 - 03.2020
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Handled business administration functions such as payroll, cash register counting, and supply ordering.
- Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
- Secured daily cash by verifying totals and making nightly deposits.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Minimized risks of cross-contamination and infection by directing team members to regularly clean and sanitize surfaces.
Costumer Service Assistant
7 Eleven Store
03.2014 - 03.2017
- Maintained clean and organized work environment to maintain customer safety.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Responded to customer calls and emails to answer questions about products and services.
- Collaborated with other departments to guarantee customer satisfaction.
- Answered customer questions about product availability and shipment times.
- Utilized problem-solving skills to address customer queries and complaints.
- Refunded money and adjusted bills to resolve customer service or billing complaints.
Sales Manager
Authorized International
12.2011 - 12.2014
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
Customer Service Supervisor
Esca Grill Bar And Restaurant
02.2011 - 12.2013
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Education
Certificate IV in Real Estate Practice
Entry Education
4/150 Albert Rd, South Melbourne VIC 320501.2023
Certificate II in Security Operation
Technical Advance Training
15/11-17 Pearcedale Parade, Broadmeadows VIC 304710.2022
Advance Diploma in Business Managements
Central Australian College
8-10 Cross Street, West Footscray, VIC 301212.2014
Advance Diploma in Hospitality Management
Melbourne Institute of Tourism And Hospitality
Melbourne, VIC12.2009
Skills
- Room Assignments
- Guest Relations
- Registration Processing
- Safety and Security Procedures
- Transportation Information
- Credit and Cash Payments
- Customer Service
- Sales Expertise
- Problem-Solving Skills
- Marketing
- Hospitality Best Practices
- Front Desk Management
- Hospitality Services
- Time Management
- Hospitality Service Expertise
- Cash Handling
- Training and Mentoring
- Listening Skills
- Conflict Management
- Inventory Oversight
- Administrative Skills
- Reporting Capabilities
Timeline
Assistant Store Manager
Spirit Halloween Store
08.2023 - 11.2023
Service Desk Supervisor/Customer Service Representative
Summerhill Coles
08.2021 - 07.2022
Cafe Manager/Owner/Operator
Kay And Anne’s Bay Café
04.2017 - 03.2020
Costumer Service Assistant
7 Eleven Store
03.2014 - 03.2017
Sales Manager
Authorized International
12.2011 - 12.2014
Customer Service Supervisor
Esca Grill Bar And Restaurant
02.2011 - 12.2013
Certificate IV in Real Estate Practice
Entry Education
Certificate II in Security Operation
Technical Advance Training
Advance Diploma in Business Managements
Central Australian College
Advance Diploma in Hospitality Management
Melbourne Institute of Tourism And Hospitality
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