Margo Hawach
Guildford
Summary
I am a dedicated university student and driven professional who thrives on challenges and continuously seeks opportunities to push boundaries and improve processes. I believe in challenging the status quo, thinking critically, and finding innovative solutions to complex problems. With a strong foundation in customer service, logistics, and stakeholder management, I use my past experiences as learning opportunities to enhance my skills, adaptability, and leadership capabilities. My ability to analyse situations, collaborate across teams, and drive continuous improvement allows me to excel in dynamic environments. Passionate about problem-solving, relationship-building, and operational efficiency, I am always eager to take on new challenges and contribute meaningfully to any team.
Overview
10
10
years of professional experience
Work History
Logistics Cordinator
CHEP Australia
11.2024 - Current
- Strong Stakeholder Management: Developed excellent communication skills by liaising with internal and external stakeholders.
- Problem-Solving & Critical Thinking: Gained experience in examining logistics challenges, investigating service failures, and implementing solutions to improve operational efficiency.
- System & Software Proficiency: Have built my knowledge in programs such as TMS, SAP, and Salesforce, ensuring smooth execution of logistics operations.
- Customer-Centric Approach: Successfully integrated my customer-centric mindset from previous roles into a position that traditionally lacked a strong customer focus. .
- Time Management & Multitasking: Managed multiple priorities while working in a fast paced environment.
- Collaboration & Teamwork: Worked closely with cross-functional departments such as the operations team, investigation team, customer service team to drive efficiency and maintain service levels.
- Implementation of Salesforce: Utilised my past experience in Salesforce to assist in transitioning the logistics operation team into salesforce to help create more visibility and achieve an overall better customer experience.
Coles Customer Service Specialist
CHEP Australia
01.2024 - 01.2025
- Managed Operational and Logistical Enquiries - Developed strong problem-solving skills by managing all operational and logistical inquiries for CHEP's largest customer, acting as the primary liaison for timely resolution and ensuring client satisfaction.
- Stakeholder Management & Communication: Strengthened verbal and written communication through regular interactions with internal teams and external partners, fostering strong relationships.
- Project Management & Implementation: Led successful initiatives, including transitioning WA site logistics to rail, upgrading VIC site transport to B-doubles, and implementing new operational processes for efficiency.
- Safety & Compliance Knowledge: Gained expertise in Chain of Responsibility (COR) compliance, site safety initiatives, and risk mitigation in logistics operations.
- Data Analysis & Reporting: Developed and optimised reporting formats to track pallet and RPC returns, analyse trends, and proactively address discrepancies for improved supply chain visibility.
- Continuous Improvement & Customer Focus: Actively contributed to process improvements, gathered customer feedback, and implemented service enhancements to improve operational efficiency.
- Task & Time Management: Managed a high-volume inbox, prioritised urgent requests, and ensured seamless operational support across multiple Coles sites.
Customer Service Representative
CHEP Australia
01.2022 - 01.2024
- Problem-Solving & Cross-Functional Collaboration: Developed strong analytical and problem-solving skills by working across departments to resolve customer inquiries efficiently and improve service delivery.
- Customer Relationship Management: Built and maintained strong customer relationships by providing personalized support, addressing individual client needs, and ensuring a positive customer experience.
- Technical & Software Proficiency: Gained hands-on experience with SAP, Salesforce, Nice in Contact, Microsoft Teams, and Microsoft Excel, utilizing these tools to manage cases, track inquiries, and streamline communication.
- Time Management & SLA Adherence: Successfully managed multiple case types (ETAs, cancellations, order amendments, etc.) under tight deadlines while prioritizing urgent requests to meet SLA requirements.
- Professional Communication & Adaptability: Effectively handled high-volume customer interactions via phone and email, maintaining professionalism and clarity while adapting to changing priorities and unexpected challenges.
- Resilience & Emotional Intelligence: Developed strong emotional intelligence by managing a high volume of customer complaints, especially during the pandemic, maintaining professionalism under pressure while resolving disputes or conflicts.
- Process Efficiency & Customer Guidance: Assisted customers in navigating the company's portal for key tasks such as order placements, docket reviews, transfer requests, report generation, and invoice interpretation, improving customer autonomy and satisfaction.
Team Leader
The Reject Shop
06.2015 - 01.2022
- Leadership & Team Management: Promoted to Team Leader, overseeing 20+ team members, and occasionally stepping in for assistant managers and managers when needed. Recognised for leadership efforts with Employee of the Month awards.
- Team Culture & Workplace Morale: Prioritised fostering a positive and inclusive team culture by promoting collaboration, motivation, and team engagement. Encouraged open communication, recognised achievements, and ensured team members felt valued and supported in their roles.
- Operational & Administrative Expertise: Managed roster planning three weeks in advance, handled daily administrative tasks, and ensured smooth store operations.
- Customer Service & Communication: Developed strong communication skills by ensuring customer needs were met, resolving inquiries, and fostering a positive shopping experience.
- Compliance & Safety Management: Ensured strict adherence to COVID-19 protocols, maintaining a safe environment for staff and customers.
- Stocktake & Inventory Oversight: Appointed as lead for the regional stocktake team, overseeing stocktake processes across 20+ stores to ensure accuracy and efficiency.
- Recruitment & Training: Assisted in recruiting and interviewing new team members, particularly Christmas casuals, contributing to a strong and capable workforce.
- Technical & Software Proficiency: Gained hands-on experience with Surefire, Kronos, UKG Dimensions, Riskware, and Microsoft Teams, enhancing operational efficiency.
Education
Bachelor of Laws & Community And Criminal Justice -
Western Sydney University
Parramatta, NSW11-2025
Skills
- Problem-Solving & Investigative Skills
- Stakeholder & Relationship Management
- Data Analysis & Attention to Detail
- Communication & Conflict Resolution
Accomplishments
- Invited to become a member of the Golden Key International Honour Society
Timeline
Logistics Cordinator
CHEP Australia
11.2024 - Current
Coles Customer Service Specialist
CHEP Australia
01.2024 - 01.2025
Customer Service Representative
CHEP Australia
01.2022 - 01.2024
Team Leader
The Reject Shop
06.2015 - 01.2022
Bachelor of Laws & Community And Criminal Justice -
Western Sydney University
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