Jenna Cunynghame
Lambton ,NSW
Summary
Engaging and motivational leader with 14 years’ experience in high-volume retail and contact centre environments. Skilled in coaching, training, and developing high-performing teams, with expertise in KPI analysis and performance improvement. Reliable, honest, and driven, seeking new challenges to deliver results and grow professionally.
Overview
15
15
years of professional experience
Work History
Acting Team Leader
Service NSW, ICARE
11.2021 - Current
- Led and developed a high-performing team of 12 Customer Concierges, delivering exceptional customer service in a fast-paced contact centre environment
- Evaluated customer calls for quality and compliance, delivering targeted coaching and training to strengthen service standards and outcomes
- Conducted regular one-on-one performance discussions, providing constructive feedback, goal setting, and development support
- Facilitated monthly team meetings to communicate operational updates, performance expectations, and continuous improvement initiatives
- Monitored call volumes and workflows to maintain service level targets and optimise team productivity
- Engaged with iCare stakeholders to manage inquiries, resolve issues, and support customer outcomes.
- Recruitment and onboarding of new team members, providing guidance and support to ensure successful integration
CUSTOMER CONCIERGE OPERATOR
Service NSW, ICARE
04.2018 - Current
- Consistently exceeded Key Performance Indicators (KPIs) and Quality Assurance results, reflecting high-quality service delivery
- Served as a Subject Matter Expert, supporting staff with complex enquiries and complaints, ensuring accurate resolution and maintaining specialised product knowledge
- Appointed to the newly established Live Chat Team, handling and resolving customer enquiries via web chat efficiently and accurately
- Coached and mentored new and experienced team members through side-by-side sessions, providing real-time constructive feedback to enhance performance
- Completed all mandatory and additional training to maintain and expand knowledge, excelling in role responsibilities
- A successful applicant in the Team Leader Development Program within icare.
Mens Department Manager
Cotton On Group
08.2015 - 04.2018
- Managed stock inventory to ensure timely replenishment and maintain sales flow
- Exceeded sales targets and consistently achieved Key Performance Indicators
- Coached and developed team members to deliver exceptional customer service at all times
- Applied strong organisation, time management, and planning skills to meet deadlines and operational goals
- Oversaw visual merchandising to maximise store presentation and drive sales
- Demonstrated outstanding communication skills with team and customers
Store Manager
Cotton On Group
02.2011 - 04.2018
- Monitored day-to-day store operations and budget, ensuring efficient workflow and financial targets were met
- Planned and implemented rostering to optimise staff coverage and performance
- Managed stock inventory to maintain product availability and reduce shrinkage
- Delivered exceptional customer service through coaching and leadership
- Directed visual merchandising to enhance customer experience and drive sales
Skills
- Leadership & Team Management
- Customer Service Excellence
- Stakeholder Engagement
- Training & Development
- Recruitment
- Leading team meetings
References
References available upon request.
Timeline
Acting Team Leader
Service NSW, ICARE
11.2021 - Current
CUSTOMER CONCIERGE OPERATOR
Service NSW, ICARE
04.2018 - Current
Mens Department Manager
Cotton On Group
08.2015 - 04.2018
Store Manager
Cotton On Group
02.2011 - 04.2018