Kimberley Martinello
VIC
Summary
Customer Service Leader with 5+ Years of Experience
Dynamic and results-oriented customer service leader with over 5 years of experience in call center operations, team management, and driving sales performance. Proven track record in enhancing customer service while increasing sales through strategic training, coaching, and motivational leadership. Skilled in optimizing team performance, creating sales-driven strategies, and improving operational efficiency. Adept at critical thinking, problem-solving, and adapting policies to meet evolving business needs. Proficient in Zendesk, time management, and building high-performing teams that contribute to both customer satisfaction and revenue growth.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Seasonal Tastings Associate
Wandin Valley Farms
Wandin, VIC
11.2024 - Current
- Organised food tastings for customers including set up, preparing and providing food pairings and cleaning up afterwards.
- Developed seasonal tasting menus to highlight complementary pairings.
- Set up and performed initial prep work for all tastings pre planned and executed proper techniques when preparing menu item ingredients.
- Adhered to regulatory standards regarding safe and sanitary food prep.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Stocked shelves with merchandise, and ensured product displays were neat, orderly, and in line with promotions.
- Ensured compliance with company safety regulations at all times while on the job.
- Built relationships with customers by providing friendly customer service.
- Welcomed customers, offering assistance to help find store items.
- Informed customers about product pricing, and answered questions regarding products and services available in the store.
- Operated cash registers to process payments for goods and services.
- Answered phone calls to assist customers with questions and orders.
Barista/Food Server
Rock and Jazz Food truck
Melbourne, VIC
10.2024 - Current
- Managed the general rush of customers daily with efficient, levelheaded customer service.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Adhered to health department regulations concerning sanitation standards.
- Managed cash register and processed transactions with accuracy and integrity.
- Managed daily operations of food truck, ensuring smooth service and customer satisfaction.
- Followed recipes accurately while adhering to portion control standards.
- Prepared variety of foods according to exact instructions and recipe specifications.
Customer Service Team Leader
Setec BMPRO
Knoxfield, Vic
05.2024 - 01.2025
- Delivered tailored information to customers, resolving issues and ensuring high satisfaction, while identifying upselling and cross-selling opportunities.
- Led team performance with regular coaching, feedback, and performance metrics tracking to drive sales targets.
- Collaborated with sales, marketing, and technical support teams to enhance customer experience and drive product usage.
- Assisted in recruiting and hiring new team members.
- Resolved escalated customer complaints efficiently while maintaining strong customer relations, fostering customer loyalty and repeat business.
- Conducted analysis on performance data to track key outcomes across service and sales.
- Established a comprehensive collection of FAQs, focusing on product information.
- Oversaw customer service software usage, ensuring effective tracking and management of interactions to identify sales opportunities.
- Implemented strategies to achieve and maintain high customer satisfaction ratings, through positive customer experiences.
- Actively promoted products during customer interactions, identifying their needs and matching them with appropriate solutions.
- Scheduled staff shifts to ensure adequate coverage during peak hours, optimizing sales potential.
- Developed and implemented policies and procedures to streamline customer service operations and improve sales performance.
- Established customer feedback mechanisms to continuously improve service quality and efficiency, influencing sales strategies.
- Attended ongoing training to stay updated on new products and company growth.
Head Team Leader
Tuiss Blinds Online
Narre Warren, VIC
08.2018 - 05.2024
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Completed daily quality assurance duties to provide feedback for improvements.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Interviewed and hired all new team members that were successful in their application.
- Correspond with suppliers and logistics to ensure they operate to maximum capabilities.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Effectively handled all difficult calls/complaints and provided training on how to resolve before escalation.
- Analyzed key performance indicators to identify effective strategies.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
Customer Service
Spotlight
Springvale, VIC
11.2010 - 07.2018
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Built loyal clientele through friendly interactions and consistent appreciation.
- Maintained cleanliness and presentation of stock room and production floor.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Answered phone calls to assist customers with questions and orders.
- Stocked and rotated shelves and built displays to deliver results for stores and suppliers.
- Communicated and coordinated planogram execution with store management.
- Followed prepared sketches and planograms to arrange consistent shelves, racks and bins across various locations.
Barista
CN Cafe
Dandenong, VIC
01.2017 - 04.2017
- Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
- Maintained clean and organized workspace, enabling coworkers to locate resources and product.
- Prepared and served coffee, as per customer orders.
- Stocked customer service stations with paper products or beverage preparation items.
Education
Year 12 VCE -
Dandenong High School
Dandenong, VIC11.2014
Skills
- Training
- Leadership
- Motivational skills
- Call Center Operations
- Quality customer service
- Communication
- Critical thinking and problem-solving
- Time management
- Zendesk operation
- Attention to detail
- Adaptability and flexibility
- Food preparation
- Safe food handling
Certification
- Workplace Mental Health Course, Udemy - 2023
- Supervision and People Management, Odyssey Training - 2021
- Leading Teams, Odyssey Training - 2021
- Food safety Certification - 2024
References
References available upon request.
Timeline
Seasonal Tastings Associate
Wandin Valley Farms
11.2024 - Current
Barista/Food Server
Rock and Jazz Food truck
10.2024 - Current
Customer Service Team Leader
Setec BMPRO
05.2024 - 01.2025
Head Team Leader
Tuiss Blinds Online
08.2018 - 05.2024
Barista
CN Cafe
01.2017 - 04.2017
Customer Service
Spotlight
11.2010 - 07.2018
Year 12 VCE -
Dandenong High School
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