Micaela Daley
Southport,QLD
Summary
Experienced Customer Service Representative with 4 years of experience working in busy, fast-paced environments. Committed to providing prompt, quick and accurate service.
Overview
5
5
years of professional experience
Work History
Customer Service Supervisor
Coles Supermarket
11.2022 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Customer Service Call Center Representative
Tech Mahindra
03.2022 - 11.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
- Collaborated with other departments to resolve cross-functional issues affecting customer experience positively.
- Achieved personal performance goals through effective call management, prioritization, and time management.
Customer Service Representative
Woolworths Supermarket
10.2019 - 02.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Greeted customers and directed to requested products.
- Rotated stock correctly to prevent out-of-date products and removed aging items from main shelving to build special promotional displays.
Skills
- Problem-Solving
- Time Management
- Customer Service
- Customer Relations
- Handling Escalations
- Delegating Work
- Call Monitoring
- Complaint resolution
- Complaint Handling
Timeline
Customer Service Supervisor
Coles Supermarket
11.2022 - Current
Customer Service Call Center Representative
Tech Mahindra
03.2022 - 11.2022
Customer Service Representative
Woolworths Supermarket
10.2019 - 02.2022
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