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
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
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
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
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
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