Khatira Rahman
Merrylands,NSW
Summary
- An enthusiastic retail customer service supervisor/ manager, with over fifteen years of experience within the retail industry, including over eight years in management/supervisory positions.
- Quick thinker and resilient multi-tasker who thrives in a fast-paced and changing environment.
- A hardworking leader, who displays a “can-do” attitude when rolling out continuous improvement in the workplace
- An articulate and proactive communicator, who is experienced in negotiating positive outcomes with diverse stakeholders
- A flexible and team-oriented leader, who excels at participating in and supporting the team as well as being extremely self-directed and motivated to work alone
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Coles Supermarket
11.2011 - 05.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lag.
- Followed through with client requests to resolve problems.
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Completed special projects by using effective decision-making, critical thinking and time management skills.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Retrained staff who needed to be retrained to achieve the goal of building a happy environment for both staff and customers.
- Spearheaded customer satisfaction surveys and analyzed results to make action plans.
- Recruited and trained newly hired staff.
- Always achieved KPI and maintained results
Fast Food Worker
Pasha Baba Resturant
04.2005 - 08.2011
- Wiped counters and sanitized equipment to maintain clean food prep and dining areas.
- Performed food preparation responsibilities to meet franchise standards for quantities, speed and packaging.
- Greeted customers promptly and took orders to keep flow of traffic moving.
- Restocked workstations with supplies and food display cases with fresh selections to decrease customer waiting during busy periods.
- Reduced customer wait times by quickly operating customer window and sales register.
- Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
- Prepared variety of foods according to customers' orders or supervisors' instructions by following approved procedures.
- Performed shift change tasks each day to keep store neat and running smoothly.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Kept kitchen, counter and dining areas cleaned and sanitized.
- Documented customer orders and conveyed special requests to kitchen staff.
Childcare Lead Teacher
Angles Cottage
02.2010 - 04.2011
- Organized activities to teach preschool children foundational learning skills such as letters and numbers.
- Helped new preschool children get used to classes by giving one-on-one support.
- Increased student satisfaction by frequently communicating with students about needs and adapting lessons to interests and classroom progress.
- Enhanced 2-4year-old students' understanding of rules, safety and behavioural guidelines and disciplinary protocols by redesigning and simplifying them.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
Education
Diploma of Early Childhood Education -
12.2010
Skills
- Customer service supervisor/ manager
- Sales Expertise
- Art History
- Recruiting
- Time Management
- Cash Handling
- Staff Training
- Control of Expenses
- Conflict Resolution Techniques
- Effective Workflow Management
- Staff Management
- Health and Safety Regulations
- Information Confidentiality
- Positive and Constructive Feedback
- Work Prioritization
- Coaching and Training
- Manage Budgets
Languages
Hindi
Professional Working
Persian
Full Professional
farci/ dari
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Manager - Coles Supermarket
11.2011 - 05.2023
Childcare Lead Teacher - Angles Cottage
02.2010 - 04.2011
Fast Food Worker - Pasha Baba Resturant
04.2005 - 08.2011
Australian Careers Business College - Diploma of Early Childhood Education ,
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