Rebecca Bentley
Watanobbi,NSW
Summary
Dynamic Customer Service Manager with extensive experience at Coles Supermarket, recognized for enhancing customer satisfaction through effective complaint resolution and team leadership. Proven skills in training and mentoring staff, alongside strong problem-solving abilities, have consistently improved service quality and team productivity. Committed to fostering a collaborative work environment.
Overview
21
21
years of professional experience
Work History
Customer Service Manager
Coles Supermarket
03.2023 - 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.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Customer Service Manager
Coles Supermarket
09.2019 - 10.2022
- 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.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
Customer Service Supervisor
Coles Supermarket
06.2010 - 09.2019
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Childcare Assistant
ABC Learning Academy
01.2008 - 01.2009
- Supervised free play and other activities to keep children safe.
- Supervised outdoor playtime, ensuring safety while encouraging physical activity and exploration.
- Ensured a safe and nurturing environment by maintaining clean and organized spaces for daily use.
- Assisted with meal preparation and feeding to meet children's dietary needs.
Customer Service Cashier
Coles Supermarket
10.2003 - 10.2007
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
Education
Certificate III - Early Childhood Care And Education
Advanced Careers Collage
Gosford, NSW11-2006
No Degree - Year 11
Gorokan High School
Gorokan, NSW12-2005
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Training and mentoring
- Decision-making
- Cash handling
- Adherence to high customer service standards
- Complaint resolution
- Team building and leadership
- Exceptional telephone etiquette
- Staff training
- Schedule management
- Staff management
- New hire training
- Employee scheduling
- Loss prevention
- Audit support
Timeline
Customer Service Manager
Coles Supermarket
03.2023 - Current
Customer Service Manager
Coles Supermarket
09.2019 - 10.2022
Customer Service Supervisor
Coles Supermarket
06.2010 - 09.2019
Childcare Assistant
ABC Learning Academy
01.2008 - 01.2009
Customer Service Cashier
Coles Supermarket
10.2003 - 10.2007
Certificate III - Early Childhood Care And Education
Advanced Careers Collage
No Degree - Year 11
Gorokan High School
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