Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Oakgar Ziwa

Essendon,VIC

Summary

A motivated professional with 4 years of customer service experience in retail industry. I am permanently settled in Australia with family, with unrestricted working rights. Available for internships, part-time, full-time or casual work.

Developed leadership and operational management skills in high-paced service environment, now seeking to transition into new field. Expert in team coordination and conflict resolution, with focus on enhancing customer experiences. Ready to leverage these transferrable skills to bring value and drive efficiency in new role.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Duty Manager / Grocery Manager

Woolworths Metro Gadsden
11.2021 - Current
  • Manage shifts with 4-6 team members, ensuring smooth operations and exceptional customer service. Assist customers in addressing inquiries and resolving issues to ensure satisfaction. Coach and guide team members to maintain high performance and adherence to store standards. Oversee daily tasks across departments, ensuring productivity and meeting store goals.
  • Coaching and Development | Provide guidance and training to team members to enhance their skills and performance.
  • Adaptability and Multitasking | Manage multiple tasks simultaneously while maintaining high-quality service in a fast-paced environment.
  • Technical Tools | Proficient with Store Central, optimizing stock replenishment, and tracking inventory for accuracy.

Customer Service Consultant

Probe CS
02.2022 - 05.2023
  • Assisted with interviewing candidates for the WorkWear Group Campaign and coached new agents, including remote support. Addressed customer concerns, processed orders and payments, and resolved complaints. Logged and escalated issues for resolution. Planned R&R events to boost team morale. Conducted test runs for new platforms, providing feedback for improvements. Contributed to client meetings and project discussions, supporting system enhancements.
  • Technical Tools | Used Freshdesk to log, track, and escalate technical issues, ensuring timely resolution of customer problems. Utilized Salesforce to track customer data, manage accounts, and personalize service delivery.
  • Process Improvement and Feedback | Conducted test runs for new platforms and provided feedback to improve system processes before full deployment.
  • Collaboration & Leadership | Collaborated with IT teams to improve system reliability and contributed to process improvements that resulted in a 20% reduction in customer complaints.

Education

Certificate IV - Cyber Security

RMIT University
07-2025

Master - Network and Security

Monash University
Melbourne, VIC

Bachelor - Information Technology

James Cook University Singapore
01.2019

Diploma of Higher Education - Information Technology

James Cook University
01.2017

Skills

  • System testing and feedback

  • Flexibility in managing diverse responsibilities

  • Process optimization

  • Customer service

  • Time management

  • New employee training

Certification

  • Apple Foundation Program RMIT (2023)
  • Introduction to Cybersecurity Cisco (2024)
  • Introduction to Digital Forensics (2024)
  • Provide First Aid by Allens Training (2023)

Languages

English
Native or Bilingual

Timeline

Customer Service Consultant

Probe CS
02.2022 - 05.2023

Duty Manager / Grocery Manager

Woolworths Metro Gadsden
11.2021 - Current

Bachelor - Information Technology

James Cook University Singapore

Diploma of Higher Education - Information Technology

James Cook University

Certificate IV - Cyber Security

RMIT University

Master - Network and Security

Monash University

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Oakgar Ziwa