Melanie Field
Campbelltown,NSW
Summary
I am a highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional Customer service skills. Adept at working effectively unsupervised and quickly mastering new skills.
I have extensive skills and Knowledge, always meeting companies needs while working well under pressure.
Overview
7
7
years of professional experience
Work History
Call Center Team Leader
Clintons Toyota
Campbelltown
06.2023 - Current
- Assisted guiding and managing a team of 10 customer service representatives, providing guidance and coaching to ensure quality standards were met.
- Provided training sessions for new employees on the call center's systems and procedures.
- Reviewed individual employee files regularly to ensure accuracy of documentation.
- Provided Weekly team KPI data to senior management.
- Motivated and encouraged team members through positive communication and feedback.
- Managed customer concerns with calm demeanor and knowledgeable service.
- Shared or forwarded messages and information to designated personnel.
Call Center Customer Service Representative
Clintons Toyota
Campbelltown, NSW
06.2022 - Current
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Met daily / Monthly Inbound and Outbound KPI's
- Documented all call information according to standard operating procedures.
- Responded promptly to customer inquiries via email or chat systems.
- Worked collaboratively within a team environment to meet departmental goals.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Barista Shift Manager
Mcdoanlds
CAMPBELLTOWN, NSW
01.2022 - 06.2022
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Supported store manager with recruiting, interviewing and hiring baristas.
- Trained new employees in operational procedures and modeled duties for staff.
- Explained goals and expectations required of trainees.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Oversaw food preparation, production and presentation according to quality standards.
- Assisted staff by serving food and beverages or bussing tables.
- Developed strategies for increasing sales and driving customer loyalty.
Crew Member
McDonalds
CAMPBELLTOWN, NSW
10.2016 - 06.2022
- Upheld high standards of productivity and quality in operations.
- Demonstrated proper food safety practices by accurately completing quality control checklist.
- Processed payments on cash register.
- Maintained calm demeanor during high-volume periods and special events.
- prepped food items / ingredients ahead of lunchtime and dinner rush periods.
- Stored food in designated areas following wrapping, dating, food safety and rotation procedures.
- Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
Administrator
Sydney Metro/John Holland
Sydney CBD, NSW
11.2017 - 11.2019
- developing filing system and customer database protocols.
- Wrote email messages, memos and business letters for management and proofread documentation to provide error-free correspondence.
- Used computer to compose and transcribe notes and meeting minutes.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
Education
High School Certificate -
Campbelltown Performing Arts High School
Campbelltown, NSW12.2019
Certificate III - Business Services
NSW Tafe
Campbelltown, NSW11.2019
Certificate III - Hospitality
NSW Tafe
Campbelltown, NSW11.2019
Certificate II - Entertainment Studies
NSW Tafe
Campbelltown, NSW11.2019
Skills
- Customer Service
- CRM Software
- Time Management Abilities
- Call Management
- Data Entry
- Problem-Solving Skills
- Call Control
- Appointment Scheduling
- Microsoft Word / Excel
Accomplishments
- 2019 NSW School Based Traineeship Awards Finalist.
Timeline
Call Center Team Leader
Clintons Toyota
06.2023 - Current
Call Center Customer Service Representative
Clintons Toyota
06.2022 - Current
Barista Shift Manager
Mcdoanlds
01.2022 - 06.2022
Administrator
Sydney Metro/John Holland
11.2017 - 11.2019
Crew Member
McDonalds
10.2016 - 06.2022
High School Certificate -
Campbelltown Performing Arts High School
Certificate III - Business Services
NSW Tafe
Certificate III - Hospitality
NSW Tafe
Certificate II - Entertainment Studies
NSW Tafe
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