Summary
Overview
Work History
Education
Skills
Timeline
Generic

Margo Hawach

Guildford,NSW

Summary

Dedicated Customer Service Specialist providing skills to prioritise and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

10
10
years of professional experience

Work History

Customer Service Specialist (Coles)

CHEP
Macquarie, NSW
01.2024 - Current
  • Managed Operational and Logistical Enquiries - Oversaw all operational and logistical inquiries for CHEP's largest customer, acting as the primary liaison for timely resolution and ensuring client satisfaction.
  • Issue Resolution and Investigation - Led investigations into futile disputes and container losses, collaborating across departments to expedite solutions and streamline processes.
  • Stakeholder Communication & Relationship Building - Enhanced communication skills through regular interactions with key internal and external stakeholders, adapting both verbal and written communication to foster strong working relationships and clear information exchange.
  • Project Management and Implementation - Coordinated the Public Holiday calendar for Coles crate operations, assisted with part-strapping implementation at the Laverton site, and successfully transitioned our WA site logistics from local dehires to rail for improved efficiency. Additionally, i was successfully able to transition our second largest VIC site to B-doubles instead of Semis.
  • Safety and Compliance Monitoring - Addressed Chain of Responsibility (COR) concerns at Coles and service center sites, promoted site safety initiatives, and initiated collaboration with a major VIC site to brainstorm ideas to resolve contamination issues to maintain a safe operational environment.
  • Reporting and Data Analysis - Developed and monitored weekly reports to track Coles pallet and RPC returns, identifying trends, investigating discrepancies, and proactively reaching out to sites for resolution. Created a new reporting format to highlight insights on pallet returns/transfers, as well as the return of RPCs and SBCS, which is shared internally and externally.
  • Continuous Improvement & Feedback - Regularly attended monthly meetings with Coles stakeholders to address operational concerns, gather customer feedback, and implement improvements for enhanced service delivery.
  • Inbox and Task Management - Managed daily inquiries from Coles sites efficiently, prioritising and addressing requests to ensure responsive, high-quality support for all operational needs.

Customer Service Representative

CHEP
01.2022 - 01.2024
  • Developed problem-solving skills and effectively collaborated across departments to meet client needs and enhance service delivery.
  • Maintained comprehensive records of customer interactions, transactions, and feedback, supporting efficient future reference and service continuity.
  • Fostered strong customer relationships through personalised assistance, addressing individual client needs, and enhancing their overall experience.
  • Guided customers in navigating the company's portal for essential tasks, including order placements, docket reviews, transfer requests, report generation, and invoice interpretation.
  • Utilised knowledge base to answer inquiries from customers quickly and effectively.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Managed multiple case types (ETAs, cancellations, order amendments, etc.) Under tight deadlines, ensuring all tasks met SLA requirements by effectively prioritizing urgent cases.
  • Adapted to changing schedules and unexpected logistical challenges, staying resilient under pressure while balancing multiple demands effectively.
  • Developed resilience and strong emotional intelligence while handling a high volume of complaints from frustrated customers during the unpredictable circumstances of the pandemic.
  • Gained experience in software such as SAP, Salesforce, Nice in Contact, Microsoft Teams, and Microsoft Excel, leveraging these tools for streamlined client and team interactions.

Team Leader

The Reject Shop
01.2015 - 01.2022
  • Promoted to Team Leader and occasionally filled in for assistant managers/managers when on leave
  • Managed a total of 20+ team members and was recognised for my work through awards such as Employee of the Month
  • Ensured customer’s needs were met and learnt a lot about effective communication
  • Responsible for completing the roster three weeks in advance and all administration work such as completing daily paperwork
  • Ensured all COVID-19 practices were being implemented and followed by our staff and customers
  • Appointed as the lead for my stocktake team which involved going around to 20+ stores in my region and ensuring that stocktake ran smoothly and efficiently
  • Involved in recruiting individuals and being a part of the interview process while employing Christmas Casuals
  • Familiar with programs such as Surefire, Kronos, UKG Dimensions, Riskware and Microsoft Teams

Exam Supervisor

Department of Education
01.2016 - 01.2021
  • Helped the presiding officer in organising the papers prior to the exams and also ensured everything involved was ready before the time the examination had to commence
  • This role has helped me with time management and organisation

Team Member - Night Replenishment

Woolworths
Newington
01.2017 - 01.2018
  • Taught me how to comply with strict deadlines and helped me develop high standards in relation to safety and store standards

Education

Bachelor of Laws/ Bachelor of Community And Criminal Justice - Law

Western Sydney University
Sydney, NSW
10-2025

Skills

  • Input
  • Arranger
  • Futuristic
  • Individualisation
  • Strategic

Timeline

Customer Service Specialist (Coles)

CHEP
01.2024 - Current

Customer Service Representative

CHEP
01.2022 - 01.2024

Team Member - Night Replenishment

Woolworths
01.2017 - 01.2018

Exam Supervisor

Department of Education
01.2016 - 01.2021

Team Leader

The Reject Shop
01.2015 - 01.2022

Bachelor of Laws/ Bachelor of Community And Criminal Justice - Law

Western Sydney University

Similar Profiles

CREATE PROFILE
Margo Hawach