Summary
Overview
Work History
Skills
References
Timeline
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MICHELLE NUSS

Sydney,NSW

Summary

As an experienced professional with a strong background in training makeup artists and brow specialists, as well as extensive experience in customer service, I bring a unique blend of skills that are highly transferable to the role of Employee Assistance Specialist within Service NSW. My expertise in training and development has honed my ability to identify individual strengths, tailor educational programmes to diverse needs, and empower individuals to reach their full potential.

In my previous roles, I have demonstrated exceptional communication and interpersonal skills, enabling me to build rapport with clients, understand their needs, and provide personalised support. My customer service experience has equipped me with the patience, empathy, and problem-solving abilities necessary to assist individuals in overcoming barriers and finding suitable employment opportunities.

I am passionate about helping people achieve their career goals and am committed to providing comprehensive support to job seekers. My ability to train and guide individuals, coupled with my dedication to excellent service, makes me well-suited for a role in employee assistance, where I can make a meaningful impact on the lives of those seeking employment.

Overview

6
6
years of professional experience

Work History

CUSTOMER CONCIERGE OPERATOR

SERVICE NSW
03.2023 - Current
  • Fostered positive customer relationships across multiple channels, consistently delivering courteous and friendly service, with a focus on client satisfaction as evidenced by customer feedback
  • Cultivated comprehensive knowledge of Service NSW's resources, practices, and procedures to provide high-quality service aligned with the organisations vision, mission, and values, as confirmed by internal quality assessments
  • Efficiently resolved inquiries on inbound calls by directing customers to digital resources, connecting them with specialists, or referring them to external agencies
  • Recorded customer complaints with precision, escalated unresolved issues in compliance with privacy and legislative standards, ensuring the protection of information integrity
  • Executed administrative tasks supporting service delivery, including document processing, mail distribution, and other related duties
  • Navigated and operated various digital data storage systems to retrieve, update, and manage customer information accurately
  • Maintained and updated Service NSW customer records and transaction details with high accuracy
  • Actively participated in continuous improvement efforts by proposing innovative ideas and identifying process enhancement opportunities, contributing to workplace efficiency enhancements.

SENIOR BROW SPECIALIST / COLOUR SPECIALIST

MECCA BRANDS
11.2019 - Current
  • Pioneered the Brow Services initiative, contributing to the expansion of brow services and standardising training materials for consistent protocol adherence
  • Led comprehensive training programs for new team members, guaranteeing service excellence across multiple store locations
  • Cultivated a robust client base, successfully servicing over 1,800 customers and driving a 15% increase in brow business within six months, resulting in exceeding key performance indicators through effective team collaboration and business growth strategies
  • Designed and implemented customer consultation data entry forms, ensuring 100% accuracy in client records
  • Demonstrating extensive computer proficiency in organising filing systems and managing customer data entries
  • Rapidly assimilated new skills, showcasing a quick learning aptitude
  • Delivered exceptional customer service, maintaining an impeccable track record throughout my tenure and employed sharp critical thinking to navigate challenging situations with ease
  • Organised and hosted engaging events both in-stores and virtually, providing an array of brow and makeup services including tinting, shaping, lamination and makeup applications while providing professional advice on product features, advantages, and benefits, effectively upselling across various cosmetic categories and offering a diverse range of makeup services to enhance customer experience
  • Maintained general store operations, including cleaning, upholding hygiene standards, sales, and enforcing COVID-19 safety protocols.

STORE BUSINESS MANAGER

BENEFIT COSMETICS SEPHORA
04.2018 - 01.2019
  • Spearheaded team leadership and business expansion, surpassing key performance indicators with a 60% increase in business within the first quarter of management
  • Collaborated with Sephora team to amplify sales, implementing staff incentives and promotional strategies; monitoring brand growth, ensuring consistent progress through strategic staffing, comprehensive team training, and dynamic store events
  • Enhanced Sephora teams expertise by providing in-depth product training on Benefit Cosmetics offerings and services
  • Maintained clear communication with staff through daily action plans, setting clear expectations, and briefing on In-store promotions
  • Led the recruitment and development of new team members, instilling core values of safety, brand consciousness, and product proficiency
  • Delivered personalised makeup consultations and services, sharing expert 'Tips & Tricks' for skincare and makeup application, while also providing professional brow services, including waxing, tweezing, tinting, and false lash application
  • Conducted beauty workshops for individuals and groups, fostering an engaging customer experience
  • Managed cosmetic counter operations, ensuring meticulous upkeep, precise sales reporting, and effective inventory control.

Skills

  • DRIVES DATA BASE
  • PROFICIENT IN GENESYS SOFTWARE & ALL MICROSOFT PRODUCTS
  • HIGHLY MOTIVATED AND DRIVEN
  • ABILITY TO COMMUNICATE TO DIVERSE AUDIENCES
  • ACTIVELY BUILD RELATIONSHIPS AND RAPPORT

References

  • Niki Parikh, Service NSW, Team Leader, nikita.parikh@service.nsw.gov.au
  • John Agzarian, Service NSW, Training Specialist, john.agzarian@service.nsw.gov.au
  • Shambrine Gonzalez, MECCA Brands, Manager, shambrine.gonzalez@gmail.com

Timeline

CUSTOMER CONCIERGE OPERATOR

SERVICE NSW
03.2023 - Current

SENIOR BROW SPECIALIST / COLOUR SPECIALIST

MECCA BRANDS
11.2019 - Current

STORE BUSINESS MANAGER

BENEFIT COSMETICS SEPHORA
04.2018 - 01.2019

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MICHELLE NUSS