Molly Falvo
Mackay,QLD
Summary
Knowledgeable Customer Service Consultant experienced serving customers' needs and cross-selling company offerings. Offer exceptional support by staying current on company policies and asking targeted questions to quickly get to root of issues. Successful at consistently exceeding performance targets.
Overview
12
12
years of professional experience
Work History
Customer Service Consultant
Medibank Private
04.2023 - Current
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
Cosmetic Counter Manager
Terry White Chemmart
07.2022 - 04.2023
- Circulated cosmetic department to promptly and politely welcome customers and engage in conversation to assess needs.
- Managed difficult or delicate customer interactions with politeness and professionalism, reaching resolutions promptly and according to store policies.
- Delivered product demonstrations and sample applications, raising exposure of key brands.
- Arranged merchandise to present visually appealing displays and attract clientele.
- Boosted satisfaction and repeat business by recommending products in alignment with customer needs.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Researched and assessed new products to develop effective merchandising and promotion plans.
- Applied merchandising and housekeeping procedures, adhering to corporate and brand standards.
Retail Assistant
MYER
11.2019 - 07.2022
- Approached browsing customers to initiate conversations to determine buying preferences.
- Prioritized helping customers over completing other routine tasks in store.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Used POS system to process sales, returns, online orders and gift card activations.
- Increased sales by offering advice on purchases and promoting additional products.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Helped customers feel relaxed and comfortable through conversation and personal relatability.
- Recommended beauty and skincare products to meet individual customer needs.
- Demonstrated cosmetic application best practices to achieve desired styles.
- Demonstrated products to help customers make purchasing decisions on perfumes and fragrances.
- Applied extensive knowledge and training on perfume and scent products to educate customers.
Retail Assistant
Priceline
10.2018 - 02.2019
- Approached browsing customers to initiate conversations to determine buying preferences.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Prioritized helping customers over completing other routine tasks in store.
- Actively engaged customers to provide general assistance and information on store merchandise
- Answered questions about store policies and addressed customer concerns.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Answered product questions with up-to-date knowledge of sales and store promotions..
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Maintained counter and display areas for cleanliness and organisation.
- Helped customers feel relaxed and comfortable through conversation and personal relatability.
- Recommended specific hair and beauty products to meet individual customer needs.
- Demonstrated cosmetic application best practices to achieve desired styles.
- Promoted additional products and services to increase sales numbers and revenue with diverse selection.
Retail Assistant
Woolworths
01.2013 - 01.2017
- Approached browsing customers to initiate conversations to determine buying preferences.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
Education
Diploma In Beauty Therapy -
Central Queensland University
Mackay, QLD12.2019
Year 12 Certificate -
St Patrick’s College
11.2016
Skills
- POS Systems
- Sales
- Teamwork
- Cash Handling
- Payment Processing
- Appointment Setting
- Customer consultation
- Product expertise
- Relationship building and management
- Call centre experience
- Inbound Call Management
- Live chat support
- Sales closing
- Complaint Handling
- Lash and eyebrow maintenance
- Manicures and pedicures
- Massage Therapy
- Facials
- Makeup Application
Timeline
Customer Service Consultant
Medibank Private
04.2023 - Current
Cosmetic Counter Manager
Terry White Chemmart
07.2022 - 04.2023
Retail Assistant
MYER
11.2019 - 07.2022
Retail Assistant
Priceline
10.2018 - 02.2019
Retail Assistant
Woolworths
01.2013 - 01.2017
Year 12 Certificate -
St Patrick’s College
Diploma In Beauty Therapy -
Central Queensland University
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