Summary
Overview
Work History
Education
Skills
Timeline
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Meg Chapman

Summary

Enterprising successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

10
10
years of professional experience

Work History

Retail Store Manager

CJ'S Pastries
02.2020 - Current
  • Managed store organization, maintenance and purchasing functions.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Resolved customer service issues promptly.
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
  • Completed routine store inventories.
  • Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
  • Optimized store displays and appearance via strategic merchandising.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
  • Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Examined merchandise to verify correct pricing and attractive displays.
  • Supported professional development of team members and supervisors at all levels to place knowledgeable candidates in leadership roles.
  • Kept orderly and accurate accounting records by monitoring sales documentation.
  • Generated repeat business by developing and maintaining strong team of 23 employees devoted to customer service.
  • Hired, trained and supervised team members for other outlets.
  • Reduced wastage by closely monitoring inventory and security procedures.

Cabin Crew Manager

Alliance Airlines
06.2017 - 09.2019
  • Maintained current knowledge of personnel strengths, completed training and tactical knowledge to effectively coordinate strategic and tactical plans.
  • Assisted service members with completing forms to keep battalion paperwork accurate and current.
  • Performed more than 12 evaluations per week to assess service members and assist with promotion plans.
  • Assessed and responsively adjusted to dynamic field conditions to provide personnel with clear and strategic leadership.
  • Managed accurate and efficient unit paperwork and current personnel files.
  • Verified credentials of personnel involved in special operations prior to initiating missions.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Developed and maintained courteous and effective working relationships.

Customer Service Officer

Australian Department Of Defence
02.2018 - 02.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted call-in customers with questions and orders.
  • Provided primary customer support to internal and external customers.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Completed data entry to record call notes, suggestions and questions.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
  • Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Offered basic technical support for clients on wide range of company products.
  • Set up service appointments to handle advanced technical concerns at customer locations.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
  • Monitored phone, fax and electronic database systems for incoming customer inquiries.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Explained online self-help options to customers to promote additional and after-hours support choices.
  • Escalated critical customer issues to supervisor immediately to avoid lost revenue and cancelled policies.
  • Developed working relationships with internal and external customers while assisting with account management duties.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
  • Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
  • Modified and refined offerings and operational practices to meet changing customer requirements.

Customer Service Officer

Jetstar Airlines
11.2015 - 06.2017
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted call-in customers with questions and orders.
  • Provided primary customer support to internal and external customers.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Completed data entry to record call notes, suggestions and questions.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
  • Counted cash drawers and deposits, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
  • Promoted company brand and unique offerings through personalized customer service.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Offered basic technical support for clients on wide range of company products.
  • Set up service appointments to handle advanced technical concerns at customer locations.
  • Established and accurately prepared customers accounts to complete new purchases.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
  • Monitored phone, fax and electronic database systems for incoming customer inquiries.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Explained online self-help options to customers to promote additional and after-hours support choices.
  • Escalated critical customer issues to supervisor immediately to avoid lost revenue and cancelled policies.
  • Developed working relationships with internal and external customers while assisting with account management duties.
  • Received payment information from customers and implemented it carefully into system to alleviate errors.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
  • Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.
  • Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
  • Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
  • Modified and refined offerings and operational practices to meet changing customer requirements.

Cabin Crew

Virgin Australia
11.2011 - 05.2014
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Followed company regulations and rules to promote safe environment for travellers and employees.
  • Conducted complete and accurate audits of aircraft following cleaning and sanitization procedures.
  • Cleaned and serviced aircraft cabin, galleys and lavatories.
  • Stocked cabin with safety guides, airsick bags and cleaning products after every flight.
  • Checked personnel for proper uniforms and safety equipment.
  • Reviewed, handled, assembled and removed passenger cabin furnishings to check cleaning quality.
  • Enforced lost and found procedures for any items inadvertently left behind by travellers.
  • Cross-trained shift staff in various tasks by rotating assignments on frequent basis.
  • Oversaw maintenance of all required equipment and sent it out for required services.
  • Checked whether personnel completed required duties and responsibilities during respective shifts.
  • Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
  • Served beverages and food items from refreshment cart and provided information about in-flight offerings to passengers.
  • Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
  • Ensure safety and comfort of customers onboard aircraft.
  • Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
  • Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
  • Answered passengers' questions and provided solutions to issues arising during flights.
  • Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
  • Relayed updates and information to passengers after confirming key details with pilot and Cabin Supervisor.

Education

High School Diploma -

Whittlesea Secondary College
Whittlesea, VIC
12.1993

Skills

  • Profit and Loss Control
  • Special Assignments
  • Sales Analysis
  • Payment Processing
  • Stock Management
  • Effective Working Relationships
  • Constructive Feedback
  • Quality Assurance
  • Operational Efficiency
  • Corrective Actions
  • Problem-Solving Strengths
  • Strong Multitasking Skills
  • Visual Merchandising
  • Customer Service
  • Budget Administration
  • Hiring Management
  • Incident Reporting
  • Budgeting and Cost Control
  • Staff Management
  • Process Improvement
  • Staff Recruitment
  • Program Administration
  • Shrinkage Control
  • Reporting Familiarity
  • Market Trend Awareness
  • Staff Relations
  • Sales Promotion
  • Hiring and Onboarding
  • Manage Operations
  • Develop Policies

Timeline

Retail Store Manager

CJ'S Pastries
02.2020 - Current

Customer Service Officer

Australian Department Of Defence
02.2018 - 02.2019

Cabin Crew Manager

Alliance Airlines
06.2017 - 09.2019

Customer Service Officer

Jetstar Airlines
11.2015 - 06.2017

Cabin Crew

Virgin Australia
11.2011 - 05.2014

High School Diploma -

Whittlesea Secondary College

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Meg Chapman