JACOB MILLER

• As a service team member, we are required to effectively and efficiently serve and guide customers through the checkout process as both cashiers and self-checkout coaches.
• Additionally, being a supervisor tasked me with taking charge of the customer service team at Coles in the absence of the manager. I was thus required to perform leadership duties such as ensuring team-members were focused on work, delegating team member breaks, extending and/or calling in team members if required, and dealing with more advanced customer inquiries such as refunds, exchanges or more specific requests.

In this position, I work in the Flinders Street Coles in the heart of the Melbourne city, meaning the environment is extremely fast paced and challenging. Whilst my role is the same as my previous employment, in this location, I am tasked with dealing with all customers quickly and considerately, ensuring the pace of the customer service can match that of the customer traffic. Additionally I am often dealing with more aggressive and difficult customers that come in as a product of the location, in these situations it is extremely important to maintain composure and emotional stability so that no problems are escalated to hinder of the store. My store transition has made me a more adaptable and versatile worker.

• As a Capital Football referee I was entrusted to take charge of official Football matches, ran by their associating clubs and ensure the games went underway to the desired level of the organisation. This required me to keep players under control for the full duration of the game by enforcing rules and regulations set out by the association that maintains a fair level of play. I also frequently interacted with coaches, parents and players and took their considerations into account as a means to fairly take charge of the game, and to organise correct payments and paperwork needed.