Jane Bassett
Melbourne,VIC
Summary
Dedicated and results-driven Customer Experience Manager with over 25 years of experience in retail and online customer care management. Known for effective collaboration and adaptability in dynamic environments.
Proven track record of enhancing customer satisfaction and loyalty, with expertise in store management and regional oversight. Proficient in various CRM platforms and committed to driving operational excellence.
Overview
27
27
years of professional experience
Work History
Customer Experience Manager
Jo Mercer
04.2021 - Current
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
Relief Manager
Jo Mercer
04.2019 - 04.2021
- Managed cash handling procedures accurately, reducing discrepancies and safeguarding company assets.
- Spearheaded initiatives for continuous process improvements, resulting in more efficient operations across various departments.
- Acted as a liaison between store management and team members ensuring seamless communication of important information at all times.
Store Manager
Jo Mercer
09.2014 - 02.2019
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and team members.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new team members.
- Completed point of sale opening and closing procedures.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
Cluster Manager
Pilgrim Clothing
03.2011 - 06.2014
- Implemented trending initiatives to help drive sales across region.
- Monitored data analytics to identify trends, opportunities, and areas of improvement within the region operations.
- Conducted mandatory health, safety and maintenance checks in region shops.
- Maintained compliance with company policies, industry regulations, and best practices across all departments across the region.
- Trained facility managers on company policy and procedure for similar performance throughout region.
Fashion Design Assistant
Pilgrim Clothing
04.2010 - 02.2011
- Enhanced brand visibility by creating eye-catching window displays and in-store merchandising.
- Optimized inventory levels through accurate forecasting of fashion trends and consumer demand patterns.
- Expedited time-to-market for new collections by effectively managing sample production timelines.
Store Manager
Pilgrim Clothing
04.2009 - 04.2010
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Sale Associate
Target
08.1998 - 05.2007
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
Fashion Design & Clothing Production
RMIT University
Brunswick, VIC11-2006
Skills
- Customer Experience Management
- Retail and Store Management
- Online Customer Care Management
- Recruitment
- CRM & ERP Platforms:Retail Express, Retail Directions
- Efficient Zendesk, Loop, Employment Innovations, Time Target & Flagship
- Familiarity to Shopify, Style Acrade, Phocas, Shippit, Kepler, Blix, Eparcel, Employment Hero, Seller Center, Safety Culture & Flagship
- Team Leadership, coaching Development
- Process Improvement and Operation Procedures
- Data Analysis and Reporting
Timeline
Customer Experience Manager
Jo Mercer
04.2021 - Current
Relief Manager
Jo Mercer
04.2019 - 04.2021
Store Manager
Jo Mercer
09.2014 - 02.2019
Cluster Manager
Pilgrim Clothing
03.2011 - 06.2014
Fashion Design Assistant
Pilgrim Clothing
04.2010 - 02.2011
Store Manager
Pilgrim Clothing
04.2009 - 04.2010
Sale Associate
Target
08.1998 - 05.2007
Fashion Design & Clothing Production
RMIT University
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