Summary
Overview
Work History
Education
Skills
References
Timeline
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MARIE KEZA

Melbourne,VIC

Summary

Reliable and professional with expertise in sales, customer service, and relationship-building. Dedicated to providing comprehensive service and ensuring client satisfaction. Highly motivated employee with a desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

6
6
years of professional experience

Work History

Customer Services

Kmart
Melbourne, Vic
10.2021 - Current
  • Answered incoming customer enquiries regarding product and service information.
  • Assisted customers in navigating the website, placing orders, and resolving complaints.
  • Maintained a high level of professionalism while interacting with customers via phone or in person
  • Processed returns, refunds, and exchanges according to company policies and procedures.
  • Collaborated with colleagues from other departments to resolve customer concerns quickly.
  • Investigated escalated customer complaints, utilising problem-solving skills to identify the root causes of issues.
  • Developed strategies for improving customer service processes based on feedback from customers and team members.
  • Analysed customer feedback data to identify areas for improvement in products or services offered.
  • Monitored call centre queues daily to respond promptly to customer enquiries.
  • Resolved customer enquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks.
  • Train new hires on products and services, best practices, and protocols to reduce process gaps.
  • Assisted customers with finding the right product for their needs.
  • Demonstrated knowledge of store products and services.
  • Performed cashier duties, such as ringing up sales, processing payments, and issuing receipts.
  • Handled customer complaints in a professional manner.professionally

WAITRESS

BENJO’S BAKERY CAFÉ
Mildura, Vic
06.2018 - 09.2019
  • Collaborated with customers, management, and the sales team to understand customer needs and recommend appropriate solutions
  • Proactively approached browsing customers to initiate conversations and determine their buying preferences
  • Prepared checks accurately and processed payments promptly.
  • Provided excellent customer service by addressing any complaints or concerns promptly.
  • Participated in team meetings to discuss new menu items or changes in policy.
  • Developed positive relationships with regular customers through friendly conversation.
  • Addressed concerns quickly to improve the customer experience and escalated issues to management for resolution when necessary.

Education

Bachelor of Psychology -

Victoria University
01-2025

Skills

  • Customer Relationship Management
  • Complaint / call Handling
  • Telephone Etiquette
  • Good Communication Skills
  • Analytical Abilities
  • Resolving Issues
  • Providing Customer Support
  • Performance Improvement
  • Payment Processing
  • Returns and Exchanges
  • Teamwork and Collaboration
  • POS System Operation
  • Retail Merchandising Expertise
  • Product Knowledge
  • Policy and Procedure Adherence
  • Professional Appearance
  • Conflict Resolution
  • Positive and Professional

References

References available upon request.

Timeline

Customer Services

Kmart
10.2021 - Current

WAITRESS

BENJO’S BAKERY CAFÉ
06.2018 - 09.2019

Bachelor of Psychology -

Victoria University

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MARIE KEZA