4 years of experience in customer-oriented leadership roles excelling in high demand environments. I am committed to continuous improvement delivering quality service through strong interpersonal, empathetic and problem solving capabilities. Maintaining high-standard performance standards and customer rapport.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
Adam Sleight Mortgage Broker
Moonee Ponds, VIC
02.2025 - 02.2026
Developed strong relationships with clients, ensuring timely resolution and satisfaction.
Boosted customer retention rates through exceptional problem-solving skills and effective rapport.
Increased efficiency in handling customer inquiries by implementing advanced CRM system with detailed records of communications.
Assisted in developing training staff on customer service protocols and bank policies.
Collaborated with bank and mortgage advisors to streamline client communication processes and resolve urgent settlements.
Implemented team feedback to enhance overall service quality.
Fostered culture of continuous improvement, leading to consistently high service standards.
Senior Customer Service Manager
Toppings and Tea
Deer Park, VIC
01.2021 - 02.2024
Analysed and implemented training programs based on customer feedback data, increasing staff proficiency in key skills and improving customer service quality
Controlled resources and asset to reduce waste and comply with industry standards to keep department aligned with sales and profit targets.
Managed daily operations while effectively maintaining staff schedules and monitored performance to meet targets consistently.
Enhanced customer satisfaction by resolving complex, on-site and technical issues efficiently for increased customer loyalty and repeat business.
Reduced customer complaints by addressing concerns proactively and implementing effective solutions.
Recruited, interviewed and mentored junior staff, fostering professional growth and ensuring consistent adherence to company policies while cultivating a positive work environment.