Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

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, VIC
03.2016

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
Navmehak Khaira