Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marlee Cade

Melbourne

Summary

Experienced Customer Service Manager with a background in retail, skilled in coaching teams, managing daily operations, and driving customer satisfaction. Known for performing well under pressure, handling escalated complaints professionally, and maintaining a positive, customer-first culture.

Overview

9
9
years of professional experience
2021
2021
years of post-secondary education

Work History

Customer Service Manager

Coles
Craigieburn
09.2019 - Current

  • Led and supervised a team of customer service staff to deliver consistent, high-quality service
  • Managed daily operations, including staff scheduling, performance monitoring, and workflow coordination
  • Handled escalated customer complaints, resolving issues professionally while protecting brand reputation
  • Coached and mentored team members to improve communication skills, confidence, and service delivery
  • Trained new employees on customer service standards, policies, and systems
  • Monitored KPIs such as customer satisfaction, response times, and resolution rates
  • Implemented process improvements to increase efficiency and improve customer experience
  • Acted as a key point of contact between customers, staff, and senior management
  • Maintained a calm, solutions-focused approach in fast-paced and high-pressure environments

Team Member

Mc Donald’s
Craigieburn
04.2017 - 09.2019
  • Provided friendly, efficient customer service in a fast-paced environment
  • Accurately took customer orders and handled cash and EFTPOS transactions
  • Prepared food and beverages in line with company quality and food safety standards

Education

Mount Ridley College
Craigieburn, VIC

Skills

  • Customer service and relationship building
  • Communication and active listening
  • Working effectively under pressure
  • Team work and leadership support
  • Conflict resolution
  • Time management and reliability
  • Sales and product knowledge

Timeline

Customer Service Manager

Coles
09.2019 - Current

Team Member

Mc Donald’s
04.2017 - 09.2019

Mount Ridley College
Marlee Cade