Manusha Kandula
Girraween,NSW
Summary
Dedicated and results-oriented professional with over 5 years of experience in customer service management. Skilled in overseeing day-to-day store operations, training and mentoring staff, and enhancing customer satisfaction. Proven ability to build strong relationships with customers, resolving issues promptly, and meeting sales targets.
Experienced Customer Service Representative with years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Overview
5
5
years of professional experience
Work History
Call Center Customer Service Representative
Amart Furniture
09.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Escalated complicated customer account issues to supervisors and help desk workers.
Customer Service Manager
Woolworths Retail Store
01.2019 - Current
- Manage all aspects of customer service operations, ensuring a seamless and positive customer experience in-store and online
- Develop and implement strategic plans to improve customer service standards and optimize operations
- Train and mentor a team of 20+ customer service representatives, providing ongoing coaching to improve performance
- Communicate and enforce company policies, procedures, and standards to ensure consistent service delivery
- Handle escalated customer inquiries, complaints, and resolutions, ensuring a high level of customer satisfaction
Assistant Customer Service Manager
COLES Retail Store
06.2018 - 12.2018
- Assisted the customer service manager in overseeing day-to-day operations, including cash handling, returns, and exchanges
- Provided training to new customer service representatives on company policies, products, and procedures
- Resolved complex customer issues in a timely and satisfactory manner, maintaining a high level of customer satisfaction
- Monitored and analyse customer service metrics, identifying areas for improvement and implementing solutions
- Conducted regular staff meetings to communicate updates, address concerns, and provide performance feedback.
Education
Masters of Construction Management -
Deakin University
Geelong, Vic.Skills
- Strong communication skills
- Excellent problem-solving skills
- Empathy and patience
- Adaptability and flexibility
- Time management
- Active listening
References
Available upon request
Timeline
Call Center Customer Service Representative
Amart Furniture
09.2022 - Current
Customer Service Manager
Woolworths Retail Store
01.2019 - Current
Assistant Customer Service Manager
COLES Retail Store
06.2018 - 12.2018
Masters of Construction Management -
Deakin University
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