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.