Jasmine Elkington

Team Leadership and Development

• Conduct fortnightly team meetings to discuss goals, performance metrics, and business updates.
• Mentor and coach team members in fortnightly one on one sessions to enhance their skills and career development.
• Facilitate training sessions for new hires and ongoing training for current staff.

Performance Management

• Monitor and evaluate team performance using key performance indicators such as call resolution rates, customer satisfaction scores, average handling time, contacts per hour and after call work time.
• Provide constructive feedback and conduct performance reviews to recognize achievements and address areas for improvement.

Customer Experience Enhancement

• Analyse customer feedback and survey data to identify trends and areas for service improvement.
• Implement strategies to enhance the customer experience and increase satisfaction ratings.

Reporting and Analysis

• Prepare and present regular reports on team performance, customer feedback, and operational challenges to upper management on a weekly, monthly and quarterly basis.
• Utilize data to gather insights and inform decision-making.

Conflict Resolution

• Address and resolve any escalated customer complaints directly related to service issue.
• Used industry expertise, and customer service skills to resolve customer concerns and promote loyalty by reviewing and resolving customer complaints within 5 days.

Compliance and Quality Assurance

• Ensure compliance with industry regulations and company standards.
• Conduct quality assurance assessments to maintain high service, Evaluating 3 calls per staff member on a monthly basis.
• Established team priorities, maintained schedules and monitored performance.
• Regulatory compliance training aligned to industry standards ie RG146 and RG206

Customer Experience and Sales

• .Coach Staff members in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.

Team and Leadership

• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.

Operational Efficiency

• Streamline store operations to improve efficiency and reduce costs and managing store schedules, ensuring adequate coverage during peak hours.
• Prepare and manage the store budget, ensuring control over expenses and maximizing profitability.

Staff Recruitment and Retention

• Participate in the hiring process by conducting interviews and assessing candidate suitability for store roles.
• Foster a positive team culture that encourages employee retention and engagement.