Lesley Shlala
Bella Vista,NSW
Summary
- Personable and dedicated Customer Service Representative with extensive experience in retail/banking & medical insurance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients.
- Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
- Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
- Dependable team member trained in register operations and customer service. Contributes to smooth front-end operations and goes beyond requirements to handle customer needs. Reliable, team-oriented, and efficiently completes assignments.
- Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
43
43
years of professional experience
Work History
Customer Service Advisor
Concentrix Services Pty Ltd
Sydney, QLD
02.2023 - 12.2024
- Performed administrative tasks such as data entry into internal systems.
- Provided customer service by responding to inquiries and resolving problems in a timely manner.
- Provided feedback from customers to management team for further review.
- Reviewed current processes and procedures for accuracy and efficiency improvements.
- Ensured compliance with company policies and procedures when interacting with customers.
- Answered customer calls, emails, and live chat inquiries promptly and courteously.
- Managed complex customer accounts requiring special attention or escalation.
- Maintained detailed records of customer interactions, transactions, comments and complaints.
- Participated in regular training sessions to stay abreast of new products and services.
- Diagnosed and troubleshot product issues to enhance customer satisfaction and prevent call escalation.
Manager
Pretty Girl Fashion Group
Engadine, NSW
10.2009 - 12.2017
- Recruited and hired qualified candidates to fill open positions.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Minimized staff turnover through appropriate selection, orientation and training.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Monitored staff performance and addressed issues.
- Maintained adequate staffing to meet objectives within budget.
- Conducted quality, timely performance feedback and performance appraisals.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Entered time and attendance logs in preparation for payroll.
- Trained employees on additional job positions to maintain coverage of roles.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
Assistant Manager
Medibank
Miranda, NSW
05.2001 - 06.2009
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Delegated daily tasks to team members to optimize group productivity.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Produced thorough, accurate and timely reports of project activities.
- Recruited and trained new employees to meet job requirements.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
General Ledger Assistant
Westpac
Sydney, NSW
12.1981 - 11.1986
- Deposited vendor payments and adjusted accounts to reflect changing balances.
- Maintained current and accurate general ledger with all accounting data in audit-ready format.
- Reduced financial discrepancies by accurately managing accounting documentation.
- Accessed financial information to answer questions and gather details about specific accounts.
- Recorded debit, credit and account transactions in computer spreadsheets and databases.
- Performed bookkeeping and accounting consulting services.
- Classified and summarized financial data to compile and enter in financial records
- Matched orders with invoices and recorded required information.
- Reconciled computer reports with manually maintained ledgers.
- Checked postings and documents for correctness, accuracy and proper coding.
- Received and recorded cash, checks and transfers.
- Reconciled or entered report discrepancies found in financial records.
Education
Certificate 1V in Retail Management - Retail Management
Department of Education And Communities
Sydney03.2013
High School Diploma -
Danebank Anglican School For Girls
Hurstville12.1981
Some College (No Degree) - Occupational Health & Safety
CPSU
SydneySome College (No Degree) - Principles of Professional Selling
Spherion
SydneySkills
- Sales Techniques
- Team Leadership
- Hiring and Training
- Scheduling and Coordinating
- Staff Development
- Performance Evaluations
- Cost Control
- Employee Coaching and Motivation
- Training and Development
- Administration and Reporting
- Managing Operations and Efficiency
- Problem Resolution
- Verbal and Written Communication
- Goal Setting
- Recruitment and Hiring
- Documentation and Reporting
- Staff Training
- Inter-department collaboration
- Dispute resolution
- Customer service excellence
Timeline
Customer Service Advisor
Concentrix Services Pty Ltd
02.2023 - 12.2024
Manager
Pretty Girl Fashion Group
10.2009 - 12.2017
Assistant Manager
Medibank
05.2001 - 06.2009
General Ledger Assistant
Westpac
12.1981 - 11.1986
Certificate 1V in Retail Management - Retail Management
Department of Education And Communities
High School Diploma -
Danebank Anglican School For Girls
Some College (No Degree) - Occupational Health & Safety
CPSU
Some College (No Degree) - Principles of Professional Selling
Spherion
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