Manuth Nimsara

Coles Supermarket

03.2022 - Current

Coached team members to deliver hospitable, professional service while adhering to set service models.
Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Identified customer service trends to provide recommendations for process and procedural improvements.
Monitored metrics and developed actionable insights to improve efficiency and performance.
Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

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