Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Melissa MacDonald

Glen Innes,NSW

Summary

Hands-on Customer Service Manager effective in motivating others to reach optimum potential through creating a positive work environment with regular feedback provided. Collaborative multitasker with thoughtful leadership style and reasonable task delegation.

Overview

15
15
years of professional experience

Work History

Customer Service Team Manager

Woolworths
06.2014 - Current
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Directly managed a team of customer service team members from 27-37, fostering positive work environment focused on teamwork and collaboration.
  • Optimized workflow processes to maximize efficiency while maintaining unwavering commitment to customer satisfaction.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Analyzed customer feedback data to identify trends and areas for improvement.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Managed daily scheduling and staffing needs, ensuring optimal coverage during peak business hours.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Created and implemented fundraising plans to distribute funding.

Online Department Manager

Woolworths
07.2017 - 10.2023
  • Led a team of professionals to consistently achieve or exceed performance targets.
  • Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
  • Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
  • Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
  • Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
  • Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
  • Tracked substitutions and informed customers of changes.
  • Participated in team meetings and staff training sessions.
  • Provided staff coaching and mentoring to enhance performance and professional development.

Store Team Member

Woolworths
11.2008 - 06.2014
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Mentored new employees on cashier duties and best practices.
  • Contributed to store success by maintaining high standards of cleanliness throughout the store.
  • Developed rapport with regular customers.
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.

Education

Certificate IV - Human Resources Management

TAFE
Digital
10.2024

Statement of Attainment - Food Safety Supervisor

Australian Institute of Food Safety
Digital
02.2024

Certificate of Accreditation - Mental Health First Aider

Mental Health First Aid Australia
Digital
06.2022

High School Diploma -

Emmaville Central School
Emmaville, NSW
11.2008

Skills

  • Coaching and Mentoring
  • Complaint resolution
  • Order Fulfillment
  • Team Management
  • Retail store support
  • Project Planning
  • Budget Management
  • Customer Service
  • Schedule Management
  • Employee Coaching and Mentoring
  • Professional and Courteous
  • Excellent Communication

Accomplishments

  • Awarded National Customer Service Team Manager of the Year by Woolworths 2023.

Timeline

Online Department Manager

Woolworths
07.2017 - 10.2023

Customer Service Team Manager

Woolworths
06.2014 - Current

Store Team Member

Woolworths
11.2008 - 06.2014

Certificate IV - Human Resources Management

TAFE

Statement of Attainment - Food Safety Supervisor

Australian Institute of Food Safety

Certificate of Accreditation - Mental Health First Aider

Mental Health First Aid Australia

High School Diploma -

Emmaville Central School

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Melissa MacDonald