Swati Oza
Officer South,VIC
Summary
A tertiary educated, self motivated high achiever having strong administrative experience in hospitality and customer service, able to work autonomously, having immaculate attention to detail and exceptional interpersonal skills. Seeking a step-up position in future. Experienced customer service supervisor bringing [15] years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
18
18
years of professional experience
Work History
Customer Service Supervisor
Woolworths Ltd.
01.2018 - Current
- Review previous day’s results (Register results/ reports, STAR Report) and investigate as needed, filing in investigation folders
- Successfully managed and motivated team of customer service representatives in high-volume retail setting
- Oversaw handling of calls related to products, ensuring seamless customer experience
- Demonstrated proficiency in servicing new and existing customers on various products, including rewards card and other special activity
- Identified and recommended appropriate policies to meet customer requirements
- Consistently achieved and exceeded customer sales and service targets
- Collaborated with cross-functional teams to enhance customer satisfaction and resolve complex issues
- Setup: Registers, smoke shop, ACO’s and complete Food Safety checks
- Prepare Front End by checking: (trolleys/baskets, customer hygiene station, Security monitors on and operational
- Align team to meet customer demand:( Team roster, planned breaks for coverage, lane allocations, Priority One list updated in consultation with other DM’s( ACO and pick up)
- Participate in daily team and loss huddle
- Cash management activities
- Lost property & stock left behind logged
- Maintain Security:( Be vigilant for EAS gate activations, Check bags (as needed),Secure register when not in use including trolleys where applicable Close off ACO’s (as needed) according to 1:8 Service standard)
- Notification of recalls and withdrawals
- Coach and cross skill team
Property Manager
Lexy Group
10.2016 - 10.2017
- Report maintenance issues and follow up as necessary
- Reviewing all documents like CRM report, VIP list, tape chart, group reservation, and trace report
- Team Collaboration:
Work closely with cross-functional teams to address customer needs.
Communicate customer feedback and insights to relevant departments for continuous improvement. Collaborate with sales teams to support customer inquiries related to products and services - Maintain records of housekeeping supplies and amenities, and place purchase orders for resupply
- Works closely with other departments to achieve maximum guest satisfaction
- Assist in managing staff roster for housekeeping duties
- Providing administrative assistance to Housekeeping office
- Filing, faxing, photocopying, electronic file management and general administration duties as required
- Answering guest requests face to face and over phone as well.
Customer Service Co-ordinator
Hilton on The Park
10.2011 - 09.2016
- Reviewing all documents like CRM report, VIP list, tape chart, group reservation, and trace report
- Problem Resolution:
Investigate and resolve customer issues, complaints, and concerns.
Collaborate with relevant teams to find efficient and satisfactory resolutions. Proactively identify potential problems and address them before escalation. - Customer Interaction:
Respond promptly to customer inquiries via phone, email, and live chat.
Provide accurate information about products, services, and company policies. Ensure positive and seamless customer experience in all interactions. - Providing administrative assistance to Housekeeping office
- Filing, faxing, photocopying, electronic file management and general administration duties as required
- Answering guest requests face to face and over phone as well
- Responding to all phone enquiries (managers, supervisors, kitchen, guests, reception and external providers)
- Maintaining lost and found register, keys' register and database for housekeeping services.
Professional Marker
Pearson Research & Assessment Centre
05.2010 - 05.2015
- Assessing and marking students' exams papers of Australia (NAPLAN) and UK (GCSE)
- While project successfully maintained and bettered KPI (speed and accuracy)
- Marked computer-based tests on screen and achieved high quality, high volume rate of assessments
- Used strong attention to detail for prolonged periods and worked effectively in team.
Customer Service Assistant/ Supervisor
Primark Ltd
08.2006 - 04.2011
- Helping customers by recommending and selecting and finding the right products within store Comprehensively answering customers' queries regarding store, its products or services
- Consulting on information regarding financing all leasing of products
- Managing point-of-sale processes including receiving and processing cash or credit or other payments
- Accurately providing change and receipts
- Maintaining knowledge of any changes in pricing of goods or services.
Education
Professional Development -
Retail Skills And Management Primark Ltd(London), Woolworths
Computer Skills -
Word, Excel, Outlook & PowerPoint, Hotel Operating Systems Such As On-que, Opera
Post Graduate Diploma of Education -
Monash University
01.2013
Professional Development -
Customer culture Hilton on the park
01.2013
Masters of Science (Nano technology) -
University of East London
01.2011
Skills
- Managing fast-paced professional environments with demonstrated high level of initiative
- Possessing exceptional time management and organizational skills across multiple concurrent projects
- Extensive experience in working autonomously and coordinating with internal and external stakeholders
- Experienced in exercising discretion in highly confidential matters and correspondence
- Ability to capture, track and prioritize in complex administrative environments and to drive tasks to completion
- Strong communication skills interpersonal skills, oral and written
- Proficient computer skills (web applications, Microsoft Office, accurate word processing and data entry skills)
- Creative multi-tasking and pro-active approach to problem solving across competing priorities
- Ability to work effectively in fast-paced, busy team environment
- Taking lead to resolve all customer service issues and setting customer service standards
- Policy and procedure modification
- Complaint resolution
- Expertise in sales
- Customer Relations
- Staff Development and Training
- Complaint Handling
- Team Building and Leadership
References
Reference will be provided Upon request.
Timeline
Customer Service Supervisor
Woolworths Ltd.
01.2018 - Current
Property Manager
Lexy Group
10.2016 - 10.2017
Customer Service Co-ordinator
Hilton on The Park
10.2011 - 09.2016
Professional Marker
Pearson Research & Assessment Centre
05.2010 - 05.2015
Customer Service Assistant/ Supervisor
Primark Ltd
08.2006 - 04.2011
Professional Development -
Retail Skills And Management Primark Ltd(London), Woolworths
Computer Skills -
Word, Excel, Outlook & PowerPoint, Hotel Operating Systems Such As On-que, Opera
Post Graduate Diploma of Education -
Monash University
Professional Development -
Customer culture Hilton on the park
Masters of Science (Nano technology) -
University of East London
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