Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Karen Rofet

Lang lang,VIC

Summary

Dynamic Customer Service Assistant with a strong work ethic and proven ability to enhance customer satisfaction at Ampol. Skilled in complaint resolution and cash handling, I consistently exceeded sales targets through effective upselling techniques, fostering loyalty and repeat business while maintaining a clean and organized store environment.

Experienced with managing customer interactions and addressing inquiries. Utilizes effective communication techniques to enhance customer satisfaction. Strong understanding of problem-solving methods and maintaining positive client relationships.

Overview

8
8
years of professional experience

Work History

CSA Customer Service Assistant

Ampol
07.2023 - Current
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Built strong relationships with customers by consistently delivering outstanding service and follow-up support.
  • Increased sales through effective product recommendations and upselling techniques.
  • Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
  • Provided exceptional service to customers by actively listening to their needs and offering personalized solutions.
  • Balanced multiple priorities during peak times while maintaining composure under pressure situations.
  • Maintained a clean and organized store environment for optimal customer experience.
  • Provided amazing customer service by greeting customers, attending to orders and addressing specific requests.
  • Connected with customers by listening to concerns and answering questions.
  • Resolved escalated customer complaints professionally and efficiently, restoring client confidence in the brand.
  • Handled cash transactions accurately while adhering to company security protocols for loss prevention measures.
  • Participated in visual merchandising efforts, creating appealing displays that showcased products effectively.
  • Demonstrated safe practices and procedures in store by adhering to company standards.
  • Maintained clean and organized work environment to maintain customer safety.
  • Built strong relationships with customers and colleagues by providing friendly and personable service.
  • Refunded money and adjusted bills to resolve customer service or billing complaints.
  • Delivered prompt service to prioritize customer needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained staff on operating procedures and company services.
  • Trained new personnel regarding company operations, policies and services.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Maintained up-to-date knowledge of product and service changes.

CSA Customer Service Assistant

Good Food Place
05.2022 - 07.2022
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Addressed customer needs and made product recommendations to increase sales.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Provided backup support for other departments when needed, showcasing versatility within the retail environment.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Developed rapport and fostered brand loyalty by offering personalized service.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Managed cash drawer accurately, ensuring all transactions balanced at end of day.
  • Enhanced customer service experience by efficiently processing purchases and returns.

CSA Customer Service Assistant

Coles Express
01.2017 - 04.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.

Education

No Degree -

Scoresby Secondary
Scoresby, VIC
11-1990

Skills

  • Goal oriented
  • Patience and tolerance
  • Strong work ethic
  • Up-selling and Cross-selling
  • Staff education and training
  • Complaint resolution
  • Cash handling
  • Customer consultation
  • Documentation and reporting
  • Payment processing
  • Product promotion
  • Refund processing

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

CSA Customer Service Assistant

Ampol
07.2023 - Current

CSA Customer Service Assistant

Good Food Place
05.2022 - 07.2022

CSA Customer Service Assistant

Coles Express
01.2017 - 04.2019

No Degree -

Scoresby Secondary

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Karen Rofet