Navmehak Khaira
Bacchus Marsh,VIC
Summary
- Accomplished Customer Service Manager with a proven track record at Woolworth's, enhancing customer satisfaction and loyalty through effective problem-solving and team leadership. Skilled in CRM systems and conflict resolution, I significantly reduced customer complaints and increased team productivity. Expert in fostering positive client relationships and streamlining service processes for optimal efficiency.
- Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
- Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
- Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
- Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Woolworths
02.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Kept accurate records to document customer service actions and discussions.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Increased efficiency in handling customer inquiries by implementing advanced CRM system.
Assistant Manager
Woolworths
07.2022 - 02.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Store Service Assistant (SSCO)
Woolworths
03.2022 - 07.2022
- Assisted loss prevention efforts by remaining vigilant in identifying potential theft or security breaches within the store environment.
- Fostered strong relationships with vendors through timely order placement, confirmation follow-ups, and accurate documentation of all transactions.
- Utilized point-of-sale systems effectively for processing transactions quickly while maintaining accuracy in cash handling procedures.
- Spearheaded promotional events within the store, driving foot traffic and boosting overall revenue generation efforts.
Manager on Duty
Bamiyan Restaurant
08.2020 - 09.2021
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
System Administrator
Mecwacare Malvern Centre
11.2016 - 04.2018
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Provisioned new software and hardware for use, following established security policies.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
Education
Master of Science - Information Technology
Swinburne University of Tech
Melbourne, VIC03.2016
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Administrative Support & Office Management
- Team Leadership & Training
- Conflict Resolution & Problem Solving
- CRM & ERP Systems (eg, Salesforce, Zendesk)
- Budgeting & Financial Reporting
- Process Improvement & Workflow Optimization
- Microsoft Office Suite & Google Workspace
Certification
- Cisco Certified Network Associate (CCNA) - Cisco Systems, Inc.
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
French
Limited Working
Timeline
Customer Service Manager
Woolworths
02.2023 - Current
Assistant Manager
Woolworths
07.2022 - 02.2023
Store Service Assistant (SSCO)
Woolworths
03.2022 - 07.2022
Manager on Duty
Bamiyan Restaurant
08.2020 - 09.2021
System Administrator
Mecwacare Malvern Centre
11.2016 - 04.2018
Master of Science - Information Technology
Swinburne University of Tech