Tayla Becket-Thorpe
Spring Gully
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
To seek and maintain a full-time position that offers professional challenges utilising interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Online Manager
Woolworths Supermarkets
08.2023 - Current
- Managed a team of 25.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Documented sales and customer feedback to enable tracking history and maintain accurate records.
- Increased sales and customer satisfaction through personalised servicing.
- Provided superior and individualised customer service.
- Responded to internet inquiries and phone calls in timely matter.
- Consistently met deadlines and quality goals for accuracy and timeliness.
Online Manager
Woolworths Supermarkets
07.2021 - 08.2023
- Managed a team of 15.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Documented sales and customer feedback to enable tracking history and maintain accurate records.
- Increased sales and customer satisfaction through personalised servicing.
- Provided superior and individualised customer service.
- Responded to internet inquiries and phone calls in timely matter.
- Consistently met deadlines and quality goals for accuracy and timeliness.
Online Manager
Woolworths Supermarkets
09.2020 - 07.2021
- Managed a team of 10.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Documented sales and customer feedback to enable tracking history and maintain accurate records.
- Increased sales and customer satisfaction through personalised servicing.
- Provided superior and individualised customer service.
- Responded to internet inquiries and phone calls in timely matter.
- Consistently met deadlines and quality goals for accuracy and timeliness.
Customer Service Manager
Woolworths Supermarkets
01.2016 - 09.2020
- Managed a team of 40.
- Resolved customer complaints while prioritising customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored team on performance-oriented strategies and customer service techniques.
- Assisted with pricing questions and inventory availability.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Assistant Customer Service Manager
Woolworths Supermarkets
01.2014 - 01.2016
- Assisted large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Responded to customer calls and emails to answer questions about products and services.
- Recognised and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
Checkout Team Member
Woolworths Supermarkets
06.2010 - 01.2014
- Balanced cash drawer at the end of each shift.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join rewards program.
- Restocked and organised merchandise.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash and credit card transactions with excellent accuracy levels.
Education
Year 11 VCE -
Melton Christian College
Melton, VICYear 12 Certificate -
Federation University Australia
Bacchus MarshSkills
- Team Goals
- Accurate Money Handling
- Maintaining Freshness
- Calm and Professional Under Pressure
- Positive and Constructive Feedback
- Coaching and Training
- Retail Knowledge
- Strategic Business Initiatives
- Team Leadership
- Rostering/payroll tool - KRONOS
Certification
First Aid Certificate - August 2022
Mental Health First Aid Certificate - May 2022
References
Sharnie Priest
Woolworths
0403 335 652
Carissa Foote
Personal
0408 116 561
Timeline
Online Manager
Woolworths Supermarkets
08.2023 - Current
Online Manager
Woolworths Supermarkets
07.2021 - 08.2023
Online Manager
Woolworths Supermarkets
09.2020 - 07.2021
Customer Service Manager
Woolworths Supermarkets
01.2016 - 09.2020
Assistant Customer Service Manager
Woolworths Supermarkets
01.2014 - 01.2016
Checkout Team Member
Woolworths Supermarkets
06.2010 - 01.2014
Year 11 VCE -
Melton Christian College
Year 12 Certificate -
Federation University Australia
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