Hollie Amiss
Kelmscott
Summary
Adept at elevating customer experiences, I excelled at Blackwoods by implementing solutions that boosted satisfaction rates and repeat business. My blend of complaint handling and adaptability, coupled with a track record of surpassing KPIs, showcases my ability to thrive under pressure and drive team success.
Overview
17
17
years of professional experience
Work History
Customer Care Consultant
Blackwoods
Canning Vale, WA
04.2015 - Current
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
- Collaborated with cross-functional teams to identify areas for improvement in customer service processes.
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Resolved complex customer issues, ensuring a positive and efficient experience.
- Exceeded performance targets consistently while maintaining exceptional levels of customer service quality.
- Trained new team members on company policies, procedures, and best practices in customer care.
- Developed customized solutions for clients, resulting in higher satisfaction rates and repeat business.
- Provided first-contact resolution whenever possible by utilizing extensive product knowledge and problem-solving skills.
- Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
- Navigated multiple computer systems and applications to find information.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Played an instrumental role in achieving departmental goals by consistently meeting or exceeding established performance metrics and KPIs.
- Actively participated in weekly sales meetings to review KPIs and collaborate on action plans to achieve targets.
Trade Counter Assistant
Blackwoods
Canning Vale, WA
11.2014 - 04.2015
- Kept track of customer orders efficiently, minimizing errors and ensuring accuracy upon delivery or pickup.
- Developed rapport with regular customers by remembering their names and preferences, fostering loyalty within the establishment''s patron base.
- Demonstrated adaptability by quickly learning new systems and processes when required for operational efficiency.
- Prioritized urgent orders whenever necessary, enabling swift delivery for high-priority customers.
- Resolved issues related to incorrect or missing items promptly, ensuring minimal delay in order processing times.
- Pulled orders quickly to maintain demanding productivity goals.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Picked and packed order items.
- Interacted with guests in friendly and knowledgeable way.
Assistant Manager
Supercheap Auto
Gosnells, WA And Armadale, WA
03.2011 - 11.2014
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
Retail Team Assistant - 3IC
Supercheap Auto
Gosnells, WA
01.2008 - 01.2011
- Delivered outstanding support during peak periods or staff shortages to maintain seamless operations.
- Greeted customers entering store and responded promptly to customer needs.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Maintained a clean and organized work station, ensuring a positive retail environment for customers.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Education
High School Diploma -
Lynwood SHS
Lynwood, WA10-2008
Skills
- Microsoft office experience
- Complaint handling
- Sales expertise
- Customer service
- Adaptability and flexibility
- Verbal and written communication
- Problem & Complaint resolution
- First call resolution
- Senior leadership support
- Teamwork and collaboration
- Multitasking Abilities
- Calm and professional under pressure
- Reliable and organized
Timeline
Customer Care Consultant
Blackwoods
04.2015 - Current
Trade Counter Assistant
Blackwoods
11.2014 - 04.2015
Assistant Manager
Supercheap Auto
03.2011 - 11.2014
Retail Team Assistant - 3IC
Supercheap Auto
01.2008 - 01.2011
High School Diploma -
Lynwood SHS