Julie-Anne Valenta
Melbourne,Australia
Summary
Retail Leader experienced in driving results in customer-centric environments. Achieved operational efficiency and enhanced shopping experiences through effective team leadership and strong communication skills. Focused on continuous improvement and fostering positive work atmospheres.
Driven Customer Service Consultant with significant experience in managing customer concerns and inquiries. Demonstrates strong problem-solving skills, ability to build rapport with diverse clientele, and adeptness at maintaining high-level customer satisfaction. Recognized for delivery of quality service, resulting in increased customer retention rates and positive feedback
Overview
1
1
Certification
17
17
years of professional experience
Work History
Inbound Customer Service Consultant
Australia Post
Richmond, VIC
07.2026 - Current
- Resolved customer inquiries about tracking, delivery, and service options.
- Resolved customer complaints in a timely manner with empathy and understanding.
- Utilized problem solving skills to resolve customer issues quickly and effectively.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Advised customers on postage products, packaging, and lodging requirements.
- Advised customers on Australia Post postage products, parcel services, and delivery options.
- Handled parcel lodgements, mail lodgements, and secure document verification.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Verified customer identification for secure mail collection and redirection requests.
- Managed customer complaints with clear communication and professional service.
- Conducted discussions with customers to clarify their needs and provide solutions.
- Conducted outbound calls to follow up on pending orders or resolve ongoing issues quickly.
- Processed postal transactions using Australia Post retail systems and point-of-sale terminals.
- Utilized various software applications such as CRMs and databases for tracking customer interactions.
- Performed troubleshooting steps to identify the root cause of technical problems.
- Demonstrated strong organizational skills by managing multiple tasks simultaneously under tight deadlines.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Supported team communication and escalated complex Australia Post issues promptly.
- Adhered to company policies while providing excellent customer service.
- Resolved tracking, delivery, and account enquiries using Australia Post systems.
Assistant Store Manager
RSEA Safety
08.2024 - 05.2026
- - Customer experience and retention- assisting in maintaining monthly mystery shopper score of 90%
- - Assisted in maintaining monthly mystery shopper score of 90%, enhancing customer experience and retention
- - Customer complaint and resolution training
- - Managed brand presentation through visual merchandising standards and asset management to promote store image
- - Monitored stock levels to ensure availability of products
- - Maintaining appropriate levels of stock
- - Executed store visual standards and maintained cleanliness for customer experience
Store Manager
Rebel Sport
06.2022 - 07.2024
- - Sales and financial management – Drove sales performance resulting in exceeding annual revenue goal, achieving 106% increase of the sales budget for a high volume $5M retail location
- - Managed payroll and expenses within 5% of weekly wage budget allocation of $12,000 - $20,000 based on sales forecast, translating this into 110-200 labor hours.
- - Contributed to and monitored individual staff productivity through daily target discussions and hourly monitoring, and achieved an overall customer survey score of 80%.
- - Conducted stock-takes and weekly cycle counts to maintain stock levels within a $5,000-$7,000 shrinkage budget.
- Coached team members during weekly module training sessions.
- - Conducted recruitment efforts to attract qualified candidates for open positions. through structured induction plans
- - Implemented performance management strategies to enhance team effectiveness. and succession planning
- - Conduct structured team meetings – discussing previous weeks performance gaining input from team on how to strive for further success
- - Delivered product knowledge training to ensure team understands features and benefits. and company policy training
Customer Service Manager (2IC)
Rebel Sport
03.2020 - 06.2022
- - Enhanced customer experience and retention by improving NPS scores from 60% to 75% or higher
- - Modeled sales and customer service standards by training staff on upselling, increasing UPTs from 1.1 to 2.1 and average sale from $18.49 to $36.60
- - Conducted training sessions on customer complaint resolution techniques to enhance staff skills.
- - Managed brand presence through visual merchandising and asset management to align with company standards
- - Monitored inventory levels to ensure stock availability and prevent shortages.
- - Oversaw fast-paced stock turnover and replenishment processes to ensure efficient inventory management.
- - Execute and maintain store visual standards and housekeeping
Senior and Junior Library Assistant
Tarneit P-12 College
08.2019 - 11.2019
- Utilized ILMS – Oliver to complete daily library tasks efficiently.
- Labelled, secured, and covered new books for proper integration into the collection.
- Labeling, security tagging and covering new books for the collection
- Labeled, secured, and covered new books for proper integration into the collection.
- Restored damaged books to maintain collection quality.
- Enrolled new students in library system, updated student information for accuracy and accessibility
- Assisted children in navigating the online library services
- Assisting children in creating searches and navigating the library catalogue.
- Working with teachers to select relevant books to foster the chosen curriculum.
- Designed library displays to support children's learning and development
- Coordinated logistics for book fair, boosting community engagement and promoting literacy
- Managed logistics for book fair to enhance community engagement.
- Managed ordering and receipting of deliveries to ensure timely availability of resources.
- Executed daily tasks using ILMS – Oliver to manage library operations.
Store Manager
Black Pepper
01.2017 - 01.2019
- - Organizing promotional events within the community through fundraising.
- - Supplied necessary equipment for community events to ensure smooth operations.
- - Engaged in safety improvement activities to promote workplace safety.
Store Manager
Millers – Women's Fashion Group
03.2014 - 12.2016
Director
MIO123 PTY LTD (Franchise Trading as Rivers)
11.2011 - 03.2013
Store Manager
Rivers – Clothing and Footwear Merchants
11.2009 - 10.2011
Education
Diploma of Library and Information Services -
Victoria University
Hoppers Crossing, VICCertificate IV in Workplace Training and Assessment -
SWC Training
Certificate III in Retail -
SWC Training
Certificate II in Retail -
SWC Training
Diploma of Community Services - Children's Services
Victoria University
Certificate III in Community Services - Children's Services
Victoria University
Certificate for Successful Completion of VCE -
The Grange P-12 College
Certificate II in Business - Office Administration
The Grange P-12 College
Skills
- Customer centricity
- Business insight
- Results driven
- Agile task completion
- Solutions orientated
- Logical decision making
- Adheres to policies
- Leads by example
- Shows initiative
- Team player
- Self motivated
- Committed to continuous improvement
- Communication skills
- Displays integrity
- Complaint resolution
- Stock management
- Performance monitoring
- Employee coaching
- Effective communication
- Database management
Certification
- Victorian Drivers License
- Victorian Working with Children Card (Volunteer)
Timeline
Inbound Customer Service Consultant
Australia Post
07.2026 - Current
Assistant Store Manager
RSEA Safety
08.2024 - 05.2026
Store Manager
Rebel Sport
06.2022 - 07.2024
Customer Service Manager (2IC)
Rebel Sport
03.2020 - 06.2022
Senior and Junior Library Assistant
Tarneit P-12 College
08.2019 - 11.2019
Store Manager
Black Pepper
01.2017 - 01.2019
Store Manager
Millers – Women's Fashion Group
03.2014 - 12.2016
Director
MIO123 PTY LTD (Franchise Trading as Rivers)
11.2011 - 03.2013
Store Manager
Rivers – Clothing and Footwear Merchants
11.2009 - 10.2011
Diploma of Library and Information Services -
Victoria University
Certificate IV in Workplace Training and Assessment -
SWC Training
Certificate III in Retail -
SWC Training
Certificate II in Retail -
SWC Training
Diploma of Community Services - Children's Services
Victoria University
Certificate III in Community Services - Children's Services
Victoria University
Certificate for Successful Completion of VCE -
The Grange P-12 College
Certificate II in Business - Office Administration
The Grange P-12 College