March Hansen
Heathmont,VIC
Summary
Dynamic leader with proven expertise in team supervision and people management honed at Zucci. Excelled in staff training, enhancing team productivity by fostering collaboration and problem-solving skills. Achieved significant improvements in customer satisfaction and service quality through meticulous attention to detail and effective complaint resolution. Skilled in cash handling and documentation, driving operational excellence. Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
6
6
years of professional experience
Work History
Team Leader
Zucci
09.2023 - Current
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Held weekly team meetings to inform team members on company news and updates.
- Frequently inspected production area to verify proper equipment operation.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
Hairstylist
Zucci
05.2021 - Current
- Consistently maintained cleanliness of the workspace, ensuring a safe and welcoming environment for clients.
- Processed payments, entering sales in register for prompt customer service.
- Enhanced client satisfaction by providing personalized haircuts, styling, and colour services.
- Stayed updated on current hair trends and techniques to make customers look fashionable and increase satisfaction.
- Resolved guest complaints about service or style.
- Counted and documented opening and closing cash amounts daily.
- Determined appropriate hair treatments based on conditions and textures.
- Participated in industry events to stay current on trends and continuously improve personal skills as a hairstylist.
- Mentored apprentice hairstylists throughout their training period, offering guidance on technical skills as well as professional etiquette within the workplace setting.
- Trained junior hairstylists in salon procedures, product knowledge, and advanced cutting techniques for skill development.
- Managed inventory of hair care products and tools, ensuring availability of necessary items.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Collaborated with fellow stylists to create a positive work environment and share best practices.
- Educated customers on products to maximize benefits.
Inbound Call Center Representative
Service Stream Communications
01.2020 - 05.2021
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information.
- Facilitated communication between customers and other departments to facilitate resolution.
- Followed standard operating procedures when handling customer problems and complaints.
- Developed in-depth understanding of services to offer comprehensive support.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Apprentice Hairdresser
Ministry of Hair and Beauty
04.2018 - 06.2019
- Assisted hairdressers with cutting, coloring, and styling hair to maintain salon workflow efficiency.
- Helped get clients' hair ready for treatment by shampooing and conditioning at wash station.
- Assisted front desk by answering phone calls, taking appointments and checking clients in.
- Performed basic housekeeping duties such as sweeping, taking out trash and collecting dirty linens for wash.
Education
Certificate III - Hairdressing
Head Masters
Melbourne, VIC11.2023
Year 11
Box Hill Institute of TAFE
Melbourne, VIC12.2017
Year 10
Box Hill Senior Secondary College
Mont Albert North, VIC12.2016
Year 7 To Year 9
Box Hill High School
Box Hill12.2015
Skills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- Team Supervision
- People Management
- Staff Training
- Work Planning and Prioritization
- Documentation And Reporting
- Goal Setting
- Cash Handling
- Complaint resolution
Timeline
Team Leader
Zucci
09.2023 - Current
Hairstylist
Zucci
05.2021 - Current
Inbound Call Center Representative
Service Stream Communications
01.2020 - 05.2021
Apprentice Hairdresser
Ministry of Hair and Beauty
04.2018 - 06.2019
Certificate III - Hairdressing
Head Masters
Year 11
Box Hill Institute of TAFE
Year 10
Box Hill Senior Secondary College
Year 7 To Year 9
Box Hill High School
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