MARION NORRIS
Customer Service/Retail specialist/Professional musician
Hawthorn,VIC
Summary
An eclectic mix of life/work experience and skills from which I can draw on and apply to my next challenge...
- Mature passionate customer service professional. Extremely efficient, reliable and organised. Diplomatic with expert interpersonal, communication, and dispute resolution skills.
- I have been employed for over three years in a face-to-face retail environment. I have many years of online retail/business experience, having run my own clothing boutique on eBay.
- I have worked through two mergers in the financial sector (banking), during which I successfully adapted to new policies, procedures, clients and operating systems, calmly and quickly.
- Three years experience working in a fast-paced call centre for Diners Club International.
- Further refining my ability to think on my feet and adapt quickly, spent many years working as a musician both in Australia and overseas, performing for and interacting with high-value VIP hotel guests. Working freelance required adapting to new setups and musicians and learn quickly.
- Additionally, I’ve worked as a temporary admin assistant/customer service representative, which required me to adapt to new workplaces frequently.
- Take pride in appearance, my workspace, and have an excellent phone manner.
Overview
33
33
years of professional experience
4
4
years of post-secondary education
Work History
Part-Time Retail Assistant
Kmart
Camberwell, VIC
09.2022 - Current
- Processing purchases using cash register and POS system, whilst simultaneously managing self checkout machines. ** Often alone managing registers.
- Managing fitting rooms.
- Greeting and assisting customers at the fitting rooms, register and door, in a friendly engaging manner to build rapport and a positive experience.
- Providing comprehensive assistance to customers to ensure they are able to obtain products and services they require.
- Collaborated with team members to maintain store cleanliness and organization.
- Manage customer complaints in a professional manner while seeking solutions for resolution.
- Remain calm and apply strong problem-solving and interpersonal skills to resolve conflicts.
- Follow company policies whilst using initiative and discretion regarding discounts, returns and refunds.
- Place special orders or call other local stores to find desired items for customers.
- Utilize problem solving techniques when faced with challenging situations.
- Watch for, recognize and actively prevent security risks and theft.
Professional Singer - Freelance
Global|Various Locations
01.1998 - 01.2022
- Self-employed
- Short/medium-term contracts, throughout Asia, Europe, the Middle East and Australia.
- Guest interaction with high-value clients/VIPs.
- Engaged in promotional activities such as interviews and photo shoots.
- Regular casual performances throughout Melbourne, Victoria.
- Live vocal performances across diverse venues and events.
- Recorded studio tracks for music videos, commercials, and film soundtracks.
- Collaborated with musicians to arrange and rehearse songs effectively.
- Engaged with audiences to create memorable entertainment experiences.
- Adapted singing styles to fit various genres and performance settings.
- Managed stage presence and vocal delivery during high-pressure situations.
- Developed setlists tailored to audience preferences and event themes.
- Maintained professionalism in diverse cultural environments and locations.
- Handled logistical arrangements for travel and equipment setup for performances.
- Performed live concerts, providing high-energy performances to audiences of all sizes.
- Collaborated with producers, engineers, and other musicians on recording projects.
- Negotiated fees with booking agents for private engagements.
- Studied classical vocal techniques to refine performance skillset.
- Traveled, sometimes great distances, to perform at venues and rehearsed to prepare for performances.
- Played a variety of music with broad stylistic range and improvisatorial flexibility.
- Identified mistakes made by other musicians and corrected problems.
Online Boutique Owner
International Designs - eBay Australia
Ashwood, VIC
01.2013 - 01.2021
- Successfully using business skills and knowledge of the fashion industry to generate business and increase profit
- Managing all aspects of the boutique operations from planning and purchasing stock, to customer interaction
- Managing inventory control of all merchandise
- Set up online displays using merchandising and photography design skills
- Researched and stayed ahead of new and current trends, to drive success and increase customer interest.
- Maintaining 100% positive customer feedback across 4 eBay accounts.
Temporary Administration Assistant
Hudson / Catalyst
Melbourne, Australia
01.2001 - 01.2008
- Demonstrated ability to learn organisational processes, workflows, policies and procedures of various companies in an efficient, timely manner
- Handled a range of administrative support and office management functions for various clients such as reception, data entry, office administration and customer service
- Answered telephones and assisted customers, rapidly resolving customer issues, contributing customer loyalty.
Customer Service Representative (call centre)
Diner's Club International
Melbourne, Australia
01.2000 - 01.2004
- Operated a busy multi-line phone system in a fast-paced call centre for a prestigious organisation.
- Ensuring all calls received a high level of service, quickly identifying client needs, and transferring clients to the correct department as and when required.
- Communicated with high-value clientele with ease.
- Liaised with partner organisations, internal departments and managed foreign currency transactions.
- Processed new applications accurately, ensuring clients had a full understanding of operating procedures.
- Managed the account maintenance and statements for clients.
- Successfully and promptly resolved customer complaints ensuring those that needed to be escalated were done so in a timely manner.
- Successfully met all KPIs.
Customer Service Representative/ Branch Supervisor
Bank of Melbourne Ltd - Westpac Banking Corporation
Melbourne, Australia
01.1993 - 09.1999
- Maintained accurate and concise cash handling processes.
- Managed customer enquiries and complaints both in person and over the telephone, consulting with the appropriate departments if required, to resolve any issue as promptly as possible.
- Liaised with high value clientele and maintained their service requirement to their complete satisfaction.
- Calmly navigated two merger/takeover situations which were challenging for both staff and customers.
- Successfully and accurately processed large dollar value and foreign currency transactions.
- Supervision and control of branch and security as required.
- Train branch staff as required.
- Highly experienced relief staff member adapting to different branches, staff and customers daily.
Education
Diploma Transpersonal Counselling - Counseling
Phoenix Institute of Victoria
Melbourne, VIC 02.2009 - 12.2009
Bachelor of Music - Music Performance - Opera
Victorian College of The Arts - University of Melbourne
Melbourne, VIC 02.1990 - 12.1992
Diploma in Reception, Business Administration And Finishing Course - Reception
Suzan Johnston Training Organisation
Melbourne, VIC 03.1991 - 12.1991
Skills
- Customer service/engagement
- POS and cash handling
- Time management
- Excellent communication and interpersonal skills
- Dispute resolution
- Empathy
- ECommerce
- Website management and administration
- Attention to detail
- Fast learner
- Able to work autonomously and as part of a team
- Adaptability and flexibility
- Multitasking
- Problem solving
- Effective communication
- Adaptability and resilience
- Product knowledge expertise
- Loss prevention
- Patience and empathy
- Cash handling accuracy
- Complaint handling
- Time management capabilities
- Organization
- Professional demeanor
- Interpersonal communication
Timeline
Part-Time Retail Assistant
Kmart
09.2022 - Current
Online Boutique Owner
International Designs - eBay Australia
01.2013 - 01.2021
Diploma Transpersonal Counselling - Counseling
Phoenix Institute of Victoria
02.2009 - 12.2009
Temporary Administration Assistant
Hudson / Catalyst
01.2001 - 01.2008
Customer Service Representative (call centre)
Diner's Club International
01.2000 - 01.2004
Professional Singer - Freelance
Global|Various Locations
01.1998 - 01.2022
Customer Service Representative/ Branch Supervisor
Bank of Melbourne Ltd - Westpac Banking Corporation
01.1993 - 09.1999
Diploma in Reception, Business Administration And Finishing Course - Reception
Suzan Johnston Training Organisation
03.1991 - 12.1991
Bachelor of Music - Music Performance - Opera
Victorian College of The Arts - University of Melbourne
02.1990 - 12.1992