Nicole Wardell
CHISHOLM,NSW
Summary
Skilled customer service professional with 23 years experience in the customer service space. Analytical problem-solver with excellent mentoring and team leadership abilities in previous roles . Has a great passion for assisting customers with their needs and making them feel valued.
Overview
7
7
years of professional experience
Work History
Customer Service Representative PN/EO/LT
Service NSW
Maitland, NSW
08.2023 - Current
- Actively listen to customers, handle concerns quickly and escalate major issues to supervisor.
- Update customer account information to maintain customer records. in line with privacy requirements and legislative obligations to ensure the integrity of information.
- Assist customers with over the phone payments and payment plans
- Verbally guide customers in the processes of our online digital platform's.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
Assistant Customer Service Manager
Woolworth's Supermarket
Greenhill's NSW
07.2020 - 08.2023
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Quickly and accurately counted drawers at start and end of each shift.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Monitored areas for security issues and safety hazards.
- Fostered positive work environment by consistently treating all employees and customers with respect and consideration.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Checking reports daily and investigating any performance issues as well as register results.
- Building team rosters using KRONOS rostering system.
Customer Service Manager
Woolworth's Supermarket
Griffith, NSW
01.2017 - 07.2020
- Supervised employees and assessed performances to determine training needs.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Employee contracting and rostering in line with business needs.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Quickly and accurately counted drawers at start and end of each shift.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Monitored areas for security issues and safety hazards.
- Fostered positive work environment by consistently treating all employees and customers with respect and consideration.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Effectively supervised staff of 35 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Took ownership of customer issues and followed problems through to resolution.
Education
HSC -
Trinity Senior High
Wagga Wagga, NSW11.1999
Skills
- Customer-focused
- Inbound Phone Call Management
- Resolving Issues
- Customer Information Databases
- Online Systems
- Logging Call Information
- Call Control Skills
- Customer Communication
- Contact Center Software
- Active Listening
Additional Information
Reference:
Ann Mather
Team Leader / Maitland contact centre
Road Safety 2
Service NSW
M: 0415805136 E: ann.mather@service.nsw.gov.au
Timeline
Customer Service Representative PN/EO/LT
Service NSW
08.2023 - Current
Assistant Customer Service Manager
Woolworth's Supermarket
07.2020 - 08.2023
Customer Service Manager
Woolworth's Supermarket
01.2017 - 07.2020
HSC -
Trinity Senior High