Rodney Hoffman
Carnegie,VIC
Summary
Hardworking, professional, dedicated Customer Service Supervisor, leading the night team to ensure smooth operations and closing efficiently. Over 15 years of customer service experience and team leadership, providing a positive experience for team members and customers. Strong problem solving and customer resolution skills and always maintaining and monitoring KPIs.
Overview
17
17
years of professional experience
Work History
Customer Service Supervisor
Coles Supermarkets
Elsternwick, VIC
11.2013 - Current
- Current service supervisor often in charge of night team several days of the week until after closing time.
- Management of end of day/store closure tasks and paperwork.
- Supervised customer service team, fostering effective communication and support to enhance team performance.
- Trained staff on product knowledge and store policies to enhance service quality.
- Resolved customer complaints promptly, ensuring positive shopping experiences and customer satisfaction.
- Implemented best practices for cash handling and register operations.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Evaluated employee job performance and motivated staff to improve productivity.
- Monitored customer service performance metrics, ensuring that KPIs are met by myself and others.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Identified improvement areas in customer service processes, developing targeted strategies to enhance service quality.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Evaluated and authenticated returns, exchanges and voids.
- Delegated work to staff, setting priorities and goals.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
Customer Service Representative
Coles Supermarkets
North Perth, Western Australia
03.2012 - 09.2013
Customer Service and Sales
Myer
Morley, Western Australia
06.2009 - 03.2012
- Customer service and sales primarily of men's clothing and footwear.
- Delivered personalized customer service by assisting individual clients with their clothing and footwear selections.
- Replenished stock and maintained organized sales area to enhance customer shopping experience.
- Supervised team during busy periods, including Boxing Day sales, to ensure efficient customer service.
- Operated the switchboard, took inbound calls, and made public address announcements.
Usher
Adecco (for Cirque Du Soleil
Perth, Western Australia
01.2009 - 03.2009
- Guided patrons to their seats while ensuring a smooth entry process.
- Verified tickets for entry into the venue.
- Enforced venue policies to promote safety and compliance with prohibited items.
- Monitored audience behavior to ensure safety and enhance guest experience.
- Collaborated with team members to resolve guest inquiries and concerns efficiently.
- Answered questions from guests about events, venues, times.
Education
Agents Representative (real Estate) Certificate - Real Estate
Holmesglen Institute of TAFE
Melbourne, VIC08-2015
Diploma - Event Management
Central Institute of Technology (TAFE)
Perth, WA07-2013
Some College (No Degree) - Teaching
Edith Cowan University
Perth, WAHigh School Diploma -
Morley Senior High School
Morley WA11-1998
Skills
- Team management
- Staff training
- Coaching and mentoring
- Conflict resolution
- Decision making
- Operational efficiency
- Key performance indicators (KPIs)
- Cash handling
- Records management
- Time management
- Multitasking
- Attention to detail
- Problem solving
- Delegation of tasks
- Effective communication
Affiliations
- like to keep fit, lover of animals, lover of the arts (theatre and film), regularly visit and assist my dad who is in a nursing home with Dementia
Custom Section 1
- John Siridopolous, Store Manager, Coles Elsternwick Ph: 0434 849 525
- Other referees on application
Timeline
Customer Service Supervisor
Coles Supermarkets
11.2013 - Current
Customer Service Representative
Coles Supermarkets
03.2012 - 09.2013
Customer Service and Sales
Myer
06.2009 - 03.2012
Usher
Adecco (for Cirque Du Soleil
01.2009 - 03.2009
Agents Representative (real Estate) Certificate - Real Estate
Holmesglen Institute of TAFE
Diploma - Event Management
Central Institute of Technology (TAFE)
Some College (No Degree) - Teaching
Edith Cowan University
High School Diploma -
Morley Senior High School