Mia Jewson
Langwarrin,VIC
Summary
Positive and upbeat leader, with experience in customer service management and extensive business knowledge built over a 6 year career. Accomplished in overseeing store operations and committed to the investment of building a strong, motivated team to consistently deliver high quality results against targets, in line with company core values.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
Rebel Sport
05.2022 - Current
- Setting and measuring goals/targets for sales team members to produce optimal customer satisfaction, while managing performance on a regular basis
- Ownership of store representation via visual merchandising to produce an engaging customer experience and boost commercial return
- Modelling and coaching exceptional customer service skills to our sales representatives
- Resolving customer complaints while prioritising customer satisfaction and loyalty, both in person and via NPS system (Resonate)
- Manage a team of 80+ sales team members, building a positive work environment focused on teamwork and collaboration
- Analysed customer feedback and sales data to identify trends and areas of opportunity, driving continuous improvement of service provided by our sales team
- Reviewed applications and resumes for any job vacancies and conducted interviews for any successful candidates
- Solely owned the responsibility of onboarding seasonal team intake, ranging from groups of 10-20 new hires at a time. This comprised of arranging contracts with HR, conducting both group and 1on1 induction sessions, setting up digital and physical learning platforms, assisting in the setup of each individuals access to all rostering systems etc.
Shift Supervisor
Rebel Sport
07.2021 - 05.2022
- Completed admin tasks to assist inventory management - refund reports, cycle counts, shelf reports, RTVs, disposals and IBTs.
- Assisted CSM with creating and displaying current POS and sales signage to drive sales throughout campaigns
- Developed solid understanding of rostering system Dimensions, completing tasks when delegated by management; shift swaps, approving leave, correcting punch exceptions etc.
- Accompanied senior management in reviewing applications for job vacancies and interviewing candidates
- Partaking/running induction nights for new hires, and working alongside management to set up contracts, rostering systems, training platforms etc for any new team members
- Successfully completing opening and closing duties in line with business policies - resolving any discrepancies occurred throughout the shift
- Networking with alternate stores in our region to assist with peak trade periods, stocktakes, permanent store closures and training their seasonal casuals (Dandenong, Dandenong South, Southland, Mornington, Narre Warren, Forest Hill)
- Keeping current with business communications and numbers to relay to the team via morning meetings, updating NPS boards and throughout the shift with our walkie system
- Exceeding customer service expectations by acquiring products for customers that were not readily available at the Frankston store - STS, IBT, collecting the item myself outside of work hours to meet customer deadline etc.
Sales Team Member
Rebel Sport
10.2018 - 07.2021
- Enhanced customer satisfaction by addressing concerns promptly and providing exceptional service.
- Described product highlights and benefits to help guide purchasing decisions.
- Enhanced the overall customer experience by providing personalised recommendations based on their preferences and needs.
- Helped large volume of customers every day on the sales floor, registers, over the phone and online with positive attitude and focus on customer satisfaction.
Education
No Degree - I Am Here Ambassador
SoulLibrary - Percipio
Rebel Sport01-2021
High School Diploma -
Bayside Christian College
Baxter, VIC11-2017
Skills
- Customer-focused
- Training and mentoring
- Excellent time management skills
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Attention to detail
- Data analysis
Timeline
Customer Service Manager
Rebel Sport
05.2022 - Current
Shift Supervisor
Rebel Sport
07.2021 - 05.2022
Sales Team Member
Rebel Sport
10.2018 - 07.2021
No Degree - I Am Here Ambassador
SoulLibrary - Percipio
High School Diploma -
Bayside Christian College
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