Natalie Carey

Customer Experience Team Leader – 2022 to current

• Acted as Centre Manager
• Acted as Customer Service and Marketing Co-Ordinator

Customer Service Supervisor – 2017 to 2022

• Acted as AKAC Team Leader – July 2022 to November 2022
• Acting LPAC Team Leader – March 2020 to November 2020

Customer Service Officer – 2011 to 2017

• Seasonal/Casual – November 2011 to March 2012
• 20-hour Part Timer – March 2012 to August 2017

Team Leadership: Leading and motivating the customer service team, setting clear expectations, assigning tasks, and providing regular feedback to ensure individual and team goals are met

Performance Monitoring: Tracking key performance metrics with TouchPoint and inbox monitoring, customer satisfaction and feedback, and resolution rates to identify areas for improvement and coach team members accordingly

Quality Assurance: Regularly reviewing customer interactions to ensure quality standards are maintained, including adherence to company policies and procedures

Escalation Management: Handling complex customer issues that cannot be resolved by frontline representatives, acting as a point of escalation to find solutions and ensure customer satisfaction, weekly Senior Site Person shifts

Staff Training and Development: Coaching and training team members on new products, services, procedures, and customer service best practices

Process Improvement: Identifying opportunities to streamline customer service processes and implement changes to enhance efficiency and customer experience

Communication: Maintaining open communication with team members, providing updates on company initiatives, and collaborating with other departments to address customer concerns

Staff Rostering: Creating and managing team schedules to ensure adequate coverage during peak hours and optimize staffing levels across different departments and Centres

Reporting and Analysis: Generating reports on customer service performance metrics and identifying trends to inform strategic decision-making

• Data entry and management: Inputting property details into the system, updating information regularly, and ensuring data integrity
• System administration: Maintaining and updating the property information system for over 100,00 residents, including user access controls and system configurations
• Reporting and analysis: Generating reports on property data, including lease expirations, vacancy rates, maintenance costs, and asset valuations
• Data integration: Connecting property data with other relevant systems like accounting or facilities management platforms
• Compliance monitoring: Ensuring compliance with property-related regulations and reporting requirements
• Rates Management: To ensure that Notice of Sale (NOS) and Transfer of Land details in Council’s Information Pathway Systems are updated in an accurate and timely manner
• Customer Data: To ensure that the Name and Address Records (NAR) module and the Property module of Council’s Infor Pathway System are maintained in an accurate and timely manner, including NAR housekeeping in the ECM electronic document management system

• Deli Manager – Earlwood 2007 to 2010
• Bakery Manager – Earlwood 2010 to 2011
• Customer Service Casual – Brighton Le Sands 2011 to 2012
• Staff management: Hire, train, coach, and develop staff
• Performance management: Ensure staff meet sales and KPI targets
• Customer service: Provide a great shopping experience for customers
• Quality assurance: Monitor stock, rotation routines, waste, and quality control
• Compliance: Adhere to food safety, audit, and compliance standards
• Cost control: Manage wages, rostering, and controllable expenses
• Sales: Promote sales and achieve sales budgets

• Deli Supervisor – Riverwood 2005 to 2007
• Deli Casual – Riverwood 2003 to 2005
• Providing exceptional customer service
• Aiding with the Store Manager to ensure sales potential is maximised
• Liaising with suppliers
• Replenishing deli/café stock when needed
• Food preparation/ meal preparation
• Effective merchandising of deli products/
• Maintaining store presentation & cleanliness