Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
AssistantManager

Kelly Zammit

Cranebrook,NSW

Summary

Experienced in Customer Service and Administrative Management. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Works effectively with cross-functional teams in ensuring operational and service excellence. Prioritise projects and multitask effectively to achieve goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.

Overview

19
19
years of professional experience

Work History

Customer Support Supervisor

Bunnings
12.2013 - 05.2024
  • Assisted team members in resolving customer satisfaction issues.
  • Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
  • Verified accurate data entry and maintenance of information in SAP CRM system.
  • Empowered and motivated employees via regular feedback to team members.
  • Generated, compiled and distributed reports of sales leads and up-sell opportunities.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Managed compliance to keep organization operating within legal and regulatory guidelines.
  • Reported to senior management on organizational performance and progress toward goals.
  • Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
  • Delivered performance reviews, recommending additional training or advancements.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Established team priorities, maintained schedules and monitored performance.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Defined clear targets and objectives and communicated to other team members.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Monitored employee performance to identify areas for improvement and additional training needs.
  • Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
  • Investigated and resolved pricing and database issues to maintain accuracy and efficiency of quotes and turn-around times.
  • Interceded between employees during arguments and diffused tense situations.

Administration Manager

Bunnings
09.2008 - 12.2013
  • Supervised hiring processes and vendor relationships to maintain smooth operations for company.
  • Built excellent employee experience through culture of service and execution of employee assistance programs.
  • Reduced employee turnover through employee development and other retention measures.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Delivered performance reviews, recommending additional training or advancements.
  • Interviewed, recruited and onboarded new staff for high-performing administration teams.
  • Met department budgets by monitoring and reporting on office expenses.
  • Completed bi-weekly payroll for Number employees.

Receptionist

Bunnings
02.2007 - 09.2008
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Responded to inquiries from callers seeking information.
  • Resolved customer problems and complaints.
  • Corresponded with clients through email, telephone, or postal mail.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Maintained confidentiality of information regarding clients and company.
  • Answered central telephone system and directed calls accordingly.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Routed incoming mail and messages to relevant personnel without delay.

Office Manager

Coles
09.2005 - 09.2007
  • Created, maintained and updated filing systems for paper and electronic documents.
  • Updated reports, managed accounts, and generated reports for company database.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Managed compliance to keep organization operating within legal and regulatory guidelines.
  • Reported to senior management on organizational performance and progress toward goals.
  • Improved safety procedures to promote employee well-being and safety and protect company from potential liability.

Education

Diploma Frontline Business Management -

RMIT University
Melbourne, VIC
09.2008

Skills

  • Safety Rules
  • Delivery Schedules
  • Effective Customer Service
  • Personnel Recruitment
  • Performance Monitoring
  • Maintaining Clean Work Areas
  • Training Junior Team Members
  • Customer Satisfaction
  • Customer Inquiries
  • Customer Needs Assessments
  • Customer Experience
  • Training Programs
  • Team Meetings
  • Customer Service Best Practices
  • Confidentiality Requirements
  • Inventory Accuracy
  • Employee Performance Evaluations
  • Customer Service Management
  • Mentoring

Additional Information

Throughout my time at Bunnings, apart from the positions I have held, I have also been chosen for many and varied special projects. I have loved the variety this has provided me, and the relationships I built whilst being apart of them. Some of my favourites included, being a mentor to a Trainee Manager. This included making sure she was successful in reaching her diploma, working side by side, coaching and developing. Another I was apart of was a rollout of a new system used business wide. This training was to include all key Team Members, and Managers throughout every store in NSW.

I was also apart of setting up the online shopping component of the business. This included learning the system and policies and procedures, and additionally, providing training to a wider team and being apart of setting rosters around this team. This was an exciting new venture to the business that I very much enjoyed being involved in.

Whilst holding the role of Administration Manager, approximately once a month I would facilitate Inductions for all new hires NSW wide. This was a great experience, and fed my passion of training.

Timeline

Customer Support Supervisor

Bunnings
12.2013 - 05.2024

Administration Manager

Bunnings
09.2008 - 12.2013

Receptionist

Bunnings
02.2007 - 09.2008

Office Manager

Coles
09.2005 - 09.2007

Diploma Frontline Business Management -

RMIT University

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Kelly Zammit