Sahra Marvel
Customer Service Professional
Tewantin
Overview
3
3
years of professional experience
Work History
Customer Solutions Specialist
Probe CX
05.2025 - Current
- Adhered to government policies, procedures and scripts to consistently achieve call-time and quality standards.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Placed outbound calls to clients advising of overdue taxation obligations, providing information, support and assistance.
- Provided empathetic support and services for customers experiencing personal and business difficulties.
- Actioning inbound correspondence, emailing, calling and white mail requests.
- Liaising with internal government departments for advanced client solutions.
Store Manager
Valleygirl
01.2025 - 04.2025
- Led a team of 6 in delivering high level customer service and achieving daily sales targets.
- Supervised staff scheduling, training, and performance to ensure operational efficiency
- Maintained store presentation and visual merchandising in line with brand standards
- Oversaw inventory management, stock control, and shrinkage prevention
- Executed promotional campaigns and analysed sales data to drive business results.
Dispenser
OPSM
08.2024 - 04.2025
- Handing over from Dr. Zhou I was held responsible for patient care and privacy, matching patients script to their lens type, education about lens extras and lifestyle matching. Ensuring top quality product and service from appointment to handover job.
- Extensive education and training around optical engineering, mathematics, frame and lens technology. Furthering my knowledge in the world of optics by par taking in all business ran courses and lectures. Working alongside lead dispensers, my store manager and optometrists.
- General duties included; Booking appointments, phone calling, patient information privacy, quality control of products, trouble shooting lens errors, client liaise and complaints handling.
Assistant Store Manager
Forever New
06.2024 - 08.2024
- Assisting the store manager in daily operations, managing our main store as well as the Myer concession. Leading a team of 9 girls I packed online orders, replenished all rails and shelves, successful completion of VM launches for new product. Store walks with regional management, acknowledging and actioning store improvement plans. Working alongside team to improve on LY's performance as well as improve team sales confidence. General store and change room maintenance.
- Styling people of all walks of life to ensure quality customer satisfaction, as well as helping stylists for private bookings. Curating looks based on the customers personal preference, while finding ways to be playful, mentioning a piece they might not have originally intended, but end up loving! Keeping the energy fun and light with my team to ultimately smash our targets!
Store Manager
Smiggle
02.2023 - 06.2024
- Morley requiring senior support in team training, safe work practices and brand compliance. Left without a manager for 8 months, I was asked to step up and take charge of training my new assistant store manager to lead & motivate a team of 7 employees. Together implementing a store improvement program to increase store productivity, reduce shrinkage rates & staff turnover.
- Morley categorised as a B grade profit location, with a 2% shrinkage range. We implemented a Store Improvement Program, a 30, 60, 90 day improvement check in to ultimately reduce shrinkage costs, control internal impacts and team accountability.
- This store averaging just under 800k a year, and due to major centre development, have ultimately seen a steady decrease in foot traffic by 40% with sales to budget down by 25%. Controlling within our limits, we have brought KPI's up to national par, budget sitting 20% down & shrinkage reduced to 0.44%.
- Coming up to our 60 day check in with Loss Prevention sitting 94% from Aprils 33%. Beating the brands expectations and targets.
Store Manager
Smiggle
09.2023 - 02.2024
- Furthering my career within the business I led a team of 6 employees optimising store productivity, adhering to budget constraints without compromising service quality. Conducting regular performance evaluation reviews and feedback to enhance staff productivity. Ensuring compliance with company standards & regulations including; cleanliness, safety and security.
- Analysis of sales & kpi data, implementing promotional campaigns and marketing strategies to drive foot traffic increasing holiday sales by 10% to budget. With a passion for VM, I coordinated adaptations of State VM displays and was a point of contact for many new and existing store managers during the holiday season.
- Stocktake & Admin leadership. Onboarding & inducing new hires as subject to successful interviews led by myself. Upon completion of the Brands Store Manager & VM training, I expressed a desire to continue furthering my career to flagship locations & training.
Assistant Store Manager
Smiggle
01.2023 - 09.2023
- Assisting my Store Manager leading and motivating a team of 8 employees, responsible for overseeing daily operations including but not limited to; inventory management, merchandise display updates, staff scheduling, store admin, liaison with Area & National management and customer service.
- Developing training plans & team coaching strategies to ensure a steady 5 to 10% daily increase in sales and KPI revenue. Collaborating with VM & Area management to ensure store efficiency and compliance upon our SM's absence. Proficient in advanced POS operations, Loss Prevention management, Store Processes & brand compliance.
- In due time I developed my own training & expressed a desire to further my career within the business. Resulting in a store manager promotion before our biggest challenge, navigating Colour Friday, Christmas and Back to School without a Regional Manager.
Skills
- 6 years in a range of customer centric roles
- Retail Management; leading KPI, Store, Stock and Team operations
- State Visual Merchandising & Product Design coordination
- Client relations and customer satisfaction
- Computer literacy; CRM, telephony, operational macros, POS and cash handling systems
- Customer data and privacy discretion
- Call centre experience
- Optical knowledge & dispensing
Timeline
Customer Solutions Specialist
Probe CX
05.2025 - Current
Store Manager
Valleygirl
01.2025 - 04.2025
Dispenser
OPSM
08.2024 - 04.2025
Assistant Store Manager
Forever New
06.2024 - 08.2024
Store Manager
Smiggle
09.2023 - 02.2024
Store Manager
Smiggle
02.2023 - 06.2024
Assistant Store Manager
Smiggle
01.2023 - 09.2023