MELANIE QUIEROS
Maroochydore,Australia
Summary
Dedicated and personable customer service professional with over 15 years experience in multiple high volume, fast paced industries & environments. After taking time to focus on raising a family, I am now excited to re-enter the workforce in a more permanent capacity, with renewed energy, strong organizational skills, and a fresh perspective. My background includes extensive experience in customer service, conflict resolution, and team collaboration with proven ability to build rapport and deliver outstanding service. I am highly adaptable, and quick to learn new systems and processes, and I feel I bring strong communication skills, empathy, and a solution focused mindset to every customer interaction. I am eager to contribute to the incredible brand that is Lorna Jane, in a team oriented workplace where I can continue to grow professionally and make a meaningful impact.
Overview
8
8
years of professional experience
Work History
Retail Assistant
Dissh
Maroochydore, Australia
09.2025 - Current
- Deliver personalised styling support, product recommendations and 1:1 customer service
- Assist with customer queries in-store and by phone
- Maintain strong service standards during high traffic trading periods
- Handle day-to-day stock replenishment and visual merchandising
- Receive, pick, and dispatch product orders
- Maintain strong knowledge of all available products and services
- Managed daily administration, overseeing budgets and team floor positions to ensure smooth operations.
- Collaborated with team members to streamline workflow and meet project deadlines.
2IC Customer service
Sanitarium Health Foods Pty Ltd
11.2019 - 07.2021
- Managed daily customer interactions, achieving consistently high customer satisfaction ratings
- Provide high-quality customer service via phone, email, addressing enquiries, resolving issues, and processing orders
- Troubleshoot and resolve technical problems related to processing of orders, achieving an average resolution time of 24 hours
- Collaborated with cross-functional teams to escalate and resolve complex issues swiftly
- Maintain accurate records of customer interactions, feedback, and resolutions using SAP software
- Facilitated training and onboarding of new customer service representatives to enhance team readiness
- Acted as team lead for customer service in manager's absence
- Served as primary liaison for logistics meetings and communications
Procurement & Customer Service Team Leader
Sephora Pty Ltd
10.2018 - 09.2019
- Team Leadership - Manage and mentor the procurement team (3 x team members), setting performance goals, and monitoring key performance indicators
- Ensured all purchase orders (over 100 SKUs) were submitted to vendors in a timely manner, and tracked orders from end to end, managing any supply chain issues that may occur along the way
- Strengthened supplier relationships to ensure timely and effective procurement processes
- Collaborated with internal departments to clarify procurement needs and deliver solutions
- Played a major role in ordering/managing product for all product/brand launches, marketing events and in store activations
- Documented and reported recurring supply chain issues, backorders, and 3PL inquiries to facilitate problem resolution
- Contributed to team meetings to identify and implement improvements in customer service processes
- Head Office
Senior Customer Care Consultant/Marketing Assistant
Paul Hartmann Pty Ltd
10.2017
- Working within the Customer Care team to provide exceptional levels of Customer Service.
- Processed all customer requests efficiently to ensure timely responses.
- Processed orders, credits, deliveries, 3PL enquiries, logistics, and backorder management while following up on customer requests and answering phone calls in fast-paced, dynamic environment.
- Processing orders/ samples/ returns/ mail / filing/ distributor orders/ new accounts, maintenance and invoicing.
- Assisted the sales team by providing necessary resources and information.
- Collaborated with logistics to coordinate warehouse operations.
- Applied customer segmentation to enhance relevance and meet customer expectations for deliveries.
Education
Diploma of Beauty Therapy -
Australian Academy of Beauty Therapy
Diploma of Business Administration -
TAFE NSW
Skills
- Excellent Communication & Interpersonal Skills
- Active Listening & Problem-Solving
- Conflict Resolution
- Time Management & Multitasking
- CRM Software (eg, SAP & Zendesk)
- Data Entry & Reporting
- Empathy & Customer Advocacy
- Product Knowledge & Technical Support
- Call Centre Experience
- Team Collaboration & Leadership
- Complaint handling
- Complaint resolution
- Sales expertise
References
Available upon request
Timeline
Retail Assistant
Dissh
09.2025 - Current
2IC Customer service
Sanitarium Health Foods Pty Ltd
11.2019 - 07.2021
Procurement & Customer Service Team Leader
Sephora Pty Ltd
10.2018 - 09.2019
Senior Customer Care Consultant/Marketing Assistant
Paul Hartmann Pty Ltd
10.2017
Diploma of Beauty Therapy -
Australian Academy of Beauty Therapy
Diploma of Business Administration -
TAFE NSW