Jasmin Dolan
Summary
Proven leader at Woolworths Group, adept in enhancing team performance and customer satisfaction. Skilled in conflict resolution and cost control, achieving significant operational improvements. Excels in fostering employee engagement and collaboration, with a knack for strategic planning and change management. Demonstrates exceptional communication and problem-solving abilities, driving organisational success. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organisational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
4
4
years of professional experience
Work History
Online Manager
Woolworths Group
05.2023 - 05.2025
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Controlled costs to keep business operating within budget and increase profits.
- Monitored and analysed business performance to identify areas of improvement and make necessary adjustments.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Led change management initiatives to drive organisational transformation without compromising employee morale or productivity levels.
Assistant Store Manager (Relief)
Woolworths Group
04.2024 - 05.2024
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Assisted the Store Manager in analysing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Created and maintained safe and secure work environments for employees.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organisation.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Customer Service Manager
Woolworths Group
01.2021 - 05.2023
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Assistant Customer Service Manager
Woolworths Group
01.2021 - 01.2022
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Implemented new strategies for reducing wait times and improving first-call resolution rates, resulting in improved customer satisfaction scores.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Served as a key liaison between customers and internal departments to facilitate timely resolutions for complex issues or escalated complaints.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Education
Certificate In Management Fundamentals - Management
Career Academy
Melbourne, VIC11.2024
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Performance Management
- Policy Implementation
- Sales management
- Performance Evaluations
- Budget Control
- Expectation setting
- Expense Tracking
- Task Delegation
Timeline
Assistant Store Manager (Relief)
Woolworths Group
04.2024 - 05.2024
Online Manager
Woolworths Group
05.2023 - 05.2025
Customer Service Manager
Woolworths Group
01.2021 - 05.2023
Assistant Customer Service Manager
Woolworths Group
01.2021 - 01.2022
Certificate In Management Fundamentals - Management
Career Academy
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