Renae Jolly
Largs North ,SA
Summary
Proven leader in customer service and retail management, adept at conflict resolution and team building, significantly enhancing customer loyalty at AGL. Expert in complaint resolution and sales expertise, I excel in high-stress situations and foster positive client relationships, driving repeat business and maintaining high service standards.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
AGL
01.2013 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
Store Manager
Red Rooster
01.2006 - 12.2013
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Education
Year 11 -
Reynella East
Adelaide, SA08.2005
Skills
- Call center experience
- Complaint resolution
- Professional telephone demeanor
- Follow-up skills
- Scheduling
- Building rapport
- Product and service solutions
- Sales expertise
- Store maintenance
- Spreadsheets
- Staff education and training
- Retail store support
- Stock management
- Service standard compliance
- Sales closing
- Receiving support
- Call escalation
- Skype
- Retail sales customer service
- Refund management
- Refunds processing
- Opening and closing accounts
- Positive and professional
- Call center procedures
- Credit card payment processing
- Banking operations support
- Following scripts
- Salesforce CRM
- Teamwork skills
- Phone Etiquette
- Team building
- Stress Tolerance
Timeline
Customer Service Representative
AGL
01.2013 - Current
Store Manager
Red Rooster
01.2006 - 12.2013
Year 11 -
Reynella East
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