ISABELLA RALSTON
Watanobbi,NSW
Summary
I'm a motivated and organised professional with a proven track record in supporting high performing customer service operations within fast paced, high volume contact center environments. I bring experience in enhancing operational performance and contributing to team success through strategic collaboration, effective communication, and process improvement. My background includes building and optimising chatbot solutions to improve customer engagement and efficiency, as well as playing a key role in a successful country start-up for a global company. Skilled in stakeholder engagement, problem solving, and knowledge sharing to support business goals and deliver high-quality outcomes, I bring adaptability, attention to detail, and a proactive approach to boosting productivity, fostering a positive work culture, and exceeding customer satisfaction targets driving continuous improvement and organisational growth.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Remote Team Leader
IKEA
Tempe, NSW
03.2026 - Current
- Promoted to Team Leader of the Specialist Team following my return to role after the New Zealand store opening.
- Oversee and coordinate operations for a team of 16 specialists across Australia and New Zealand.
- Foster a positive, collaborative team environment while ensuring smooth workflow and consistent service standards
- Assist with onboarding, guidance, and ongoing support of team members
Experience Design Knowledge Specialist (Project)
IKEA
Tempe, NSW
04.2025 - 03.2026
- Implemented strategies to improve performance, accuracy, and quality in customer service operations.
- Played a key role in the build up and implementation of a chatbot system as part of a country start-up initiative for a new market within a global company.
- Leveraged strong communication skills to build and maintain relationships with internal and external stakeholders.
- Coordinated with stakeholders to align on business demands and deliver effective solutions.
- Collaborated with cross-functional teams on projects and initiatives to support the successful launch and scalability of new systems.
- Utilised problem-solving techniques to identify and resolve customer pain points, enhancing the overall customer experience.
- Facilitated meetings with internal teams to ensure project objectives and milestones were consistently met.
- Analysed business data to identify trends, uncover opportunities, and improve operational efficiency.
- This was a temporary Project role for the build up of IKEA New Zealand. I returned to my Team Leader role upon New Zealand opening.
Remote Team Leader
IKEA
Tempe, NSW
04.2022 - 04.2025
- Lead a team of 15 customer service representatives, providing coaching, mentorship, and performance feedback to drive KPI achievement and continuous improvement.
- Implemented performance metrics and KPIs to monitor individual and team progress, resulting in a measurable increase in overall team efficiency.
- Conduct regular team meetings to share updates, align on best practices, and address concerns, fostering improved communication and collaboration.
- Designed and facilitated onboarding and training sessions for new hires, ensuring a smooth and effective transition into the team.
- Monitored customer interactions and identified development areas, contributing to a 76% reduction in customer escalations within the team.
- Partnered with management and internal/external stakeholders to implement process improvements, enhancing customer outcomes and co-worker experience.
- Served as a point of escalation for complex customer issues, applying strong problem-solving skills to ensure swift and satisfactory resolution.
- Promoted a positive, inclusive team culture, contributing to a 92% leadership index score and a significant boost in employee satisfaction.
- Supported workforce management through scheduling, staffing, and resource planning to consistently meet service level agreements.
Senior Resolution Specialist
IKEA
Tempe, NSW
11.2021 - 04.2022
- Played a key role in driving operational excellence by applying in-depth subject matter expertise to support team success and customer satisfaction.
- Partnered closely with Team Leaders to support the business area and served as the primary point of contact for Resolution Generalists seeking guidance and support.
- Acted as a subject matter expert, providing strategic insights and solutions to complex customer issues and operational challenges.
- Led the onboarding and training of three groups of 12 new hires, delivering a comprehensive 4-week program that included daily support, workshops, and mentoring to ensure a smooth transition to their permanent teams.
Senior Resolution Generalist
IKEA
Tempe, NSW
07.2018 - 11.2021
- Delivered high-quality customer service by promptly addressing inquiries, resolving issues, and providing accurate information across multiple channels.
- Maintained strong product knowledge and stayed up to date with company policies and procedures to ensure consistent, informed support.
- Consistently achieved and exceeded individual performance targets and KPIs.
- Collaborated with team members and leadership to share customer insights, contributing to service improvements and enhanced customer experiences.
- Actively participated in training and development programs, demonstrating a commitment to continuous learning and professional growth.
- Upskilled across various areas of the business, including General Support, Delivery & Service Support, Social Media, Ratings & Reviews, and Administrative functions.
Babysitter
Local Family
Tempe, NSW
08.2017 - 01.2018
- Entertained and engaged with children using games, crafts, and other activities.
- Displayed patience and understanding when dealing with difficult situations involving children.
- Remained alert at all times to ensure the safety of each child under my supervision.
Frontline Team Member
Hoyts
Entertainment Quarter, NSW
04.2016 - 04.2017
- Exhibited proficiency in cash handling, POS systems, and other payment methods.
- Assisted in stocking shelves, organising merchandise displays, and restocking inventory items.
- Performed opening and closing procedures such as counting money and resetting registers.
Part Time Babysitter
Local Family
Little Bay, NSW
04.2015 - 10.2015
- Entertained and engaged with children using games, crafts, and other activities.
- Displayed patience and understanding when dealing with difficult situations involving children.
- Remained alert at all times to ensure the safety of each child under my supervision.
Customer Service Crew Member
McDonald's
NSW
02.2014 - 09.2014
- Received cash payments from customers and accurately recorded transactions using point of sale system.
- Operated kitchen equipment safely according to safety guidelines and regulations.
- Ensured compliance with health codes by regularly sanitising work surfaces throughout the shift.
- Provided excellent customer service by listening attentively to customers' needs and offering helpful solutions.
Education
Our Lady of The Sacred Heart College
Kensington11-2017
Skills
- Documentation management
- Team collaboration
- Continuous improvement
- Expert problem solving
- Quality assessment
- Management collaboration
- Coaching and mentoring
- Knowledge sharing
- Stakeholder engagement
- Team performance improvement
- Teamwork and collaboration
- Attention to detail
- Adaptability and flexibility
- Time management
- Multitasking
- Organisational skills
- Self motivation
- Problem-solving
- Multitasking Abilities
- Excellent communication
- Reliability
- Effective communication
- Written communication
- Team building
- Team leadership
Certification
- Certificate II in Business
- First Air Certificate (expired)
- Fire Warden Trained
Languages
English
Native or Bilingual
Timeline
Remote Team Leader
IKEA
03.2026 - Current
Experience Design Knowledge Specialist (Project)
IKEA
04.2025 - 03.2026
Remote Team Leader
IKEA
04.2022 - 04.2025
Senior Resolution Specialist
IKEA
11.2021 - 04.2022
Senior Resolution Generalist
IKEA
07.2018 - 11.2021
Babysitter
Local Family
08.2017 - 01.2018
Frontline Team Member
Hoyts
04.2016 - 04.2017
Part Time Babysitter
Local Family
04.2015 - 10.2015
Customer Service Crew Member
McDonald's
02.2014 - 09.2014
Our Lady of The Sacred Heart College