Marina Mikhael
Melbourne,VIC
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
6
6
years of professional experience
Work History
Customer Relations Manager
Repairhub
Melbourne, Vic
12.2024 - Current
- Developed customer engagement strategies to enhance service quality and satisfaction.
- Managed customer complaints and inquiries through multiple communication channels.
- Trained staff on effective customer service techniques and conflict resolution skills.
- Developed and implemented customer relations policies and procedures.
- Consulted with customers to resolve service and billing issues.
- Assisted customers with inquiries via telephone, email, or online chat.
- Analyzed data from CRM systems to identify trends in customer service needs.
- Created reports summarizing customer feedback and complaints for management review.
- Upheld privacy and security requirements for customer information.
- Coached and motivated new employees, driving performance development within team.
- Coordinated with other departments to ensure that all necessary information was shared with customers promptly and accurately.
- Maintained accurate records of customer interactions and transactions.
- Established relationships with key stakeholders within the organization to ensure effective problem-solving approaches.
Cluster Manager
Aje
Doncaster, Vic
05.2023 - 12.2024
- Monitored and evaluated performance of team members to ensure quality standards were met.
- Reviewed existing systems and procedures regularly to ensure they remain effective and up-to-date.
- Prepared reports on performance, budgeting, staffing levels, resource allocation and other related matters for senior management.
- Conducted regular meetings with staff to review progress, discuss challenges and identify areas for improvement.
- Identified training needs of staff within the cluster and implemented appropriate development plans accordingly.
- Participated in recruitment activities such as interviewing potential candidates for positions within the cluster.
- Reviewed completed work to verify consistency, quality, and conformance.
- Analyzed business performance data and forecasted business results for upper management.
- Advised management on best practices related to employee education initiatives.
- Created post-training evaluation surveys to measure performance improvement.
- Collaborated with department heads to design effective learning strategies that support organizational goals.
Store Manager
Aje
Melbourne, Vic
11.2022 - 05.2023
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Ensured compliance with all safety regulations throughout the store premises.
- Provided training to new employees on company policies and procedures.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Assisted in recruiting efforts by interviewing candidates for open positions in the store.
- Managed day-to-day operations including scheduling shifts, assigning tasks.
- Identified areas of operational inefficiency and implemented solutions to streamline processes.
Assistant Manager
Decjuba
Melbourne, VIC
01.2021 - 11.2022
- Conducted employee training sessions to educate employees on products and company policies.
- Planned and directed staffing, training and performance evaluations to develop and control sales and service programs.
- Increased company's profitability through customer relationship development, community involvement and marketing campaigns.
- Analyzed transactions to find methods to simplify procedures, improve processes and maximize resources.
- Accomplished multiple tasks within established timeframes.
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Approved regular payroll submissions for employees.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
Property Manager
Trimson Partners
Footscray, Vic
06.2019 - 01.2021
- Processed evictions when necessary in accordance with state laws and procedures.
- Conducted periodic inspections of properties to ensure compliance with safety regulations and tenant requirements.
- Ensured that all rent payments were collected on time by following up with delinquent tenants.
- Participated in industry conferences and events in order to stay abreast of new technologies related to property management practices.
- Advised owners on potential improvements or investments that could increase the value of their properties.
- Assessed rental applications, conducted background checks, and approved or denied prospective tenants based on established criteria.
- Managed all maintenance requests from tenants in a timely manner.
- Negotiated leases, rental agreements, and other contractual documents related to property management activities.
Education
-
Penola Catholic College
Broadmeadows, Vic Skills
- Staff Management
- Strategic planning
- Policies and procedures
- Creative merchandising
- Operations management
- Sales and marketing
- Budgeting
- Coaching and mentoring
- Sales expertise
- Bilingual
- Cash Handling
- Employee Evaluation
- Daily workflow improvement
- Process Improvement
- Brand Management
- Business Development
Additional Information - References
Available upon request.
Timeline
Customer Relations Manager
Repairhub
12.2024 - Current
Cluster Manager
Aje
05.2023 - 12.2024
Store Manager
Aje
11.2022 - 05.2023
Assistant Manager
Decjuba
01.2021 - 11.2022
Property Manager
Trimson Partners
06.2019 - 01.2021
-
Penola Catholic College