Rebecca Watkins
Perth
Summary
Focused professional with several years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Skilled Customer Service Supervisor with a background in managing customer service teams, ensuring high-quality customer interactions, and resolving complex customer complaints. Strengths include problem-solving capabilities, strong leadership skills, and the ability to implement effective customer service protocols. Previous work has resulted in improved team productivity, enhanced customer satisfaction rates, and streamlined service procedures.
Overview
13
13
years of professional experience
Work History
Customer Service Supervisor
Coles
Armadale
12.2011 - Current
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Managed team of customer service representatives to ensure high-quality support.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Answered phone calls and responded to questions and concerns.
- Assisted in developing training materials for new hires as well as existing employees.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Delegated work to staff, setting priorities and goals.
Education
Some College (No Degree) -
Maddington High School
Maddington Skills
- Customer service
- Employee training
- Performance management
- Data analysis
- Team leadership
- Shift scheduling
- Staff motivation
- Key performance indicators (kpis)
- Problem-solving
- Goal setting
- Leadership and change management
- Reliability
References
Leeann Jeffry
Manager at Coles
0411 789 219
Prospero Mukim
Owner of donut king
Worked with him before Coles for 5 years
0401 132 559
Timeline
Customer Service Supervisor
Coles
12.2011 - Current
Some College (No Degree) -
Maddington High School