Samantha Manning
Falcon,W.A.
Summary
Samantha Manning is a mature and reliable individual with over ten years of experience as a Customer Service Manager in the retail sector. She has a strong skill set in cash handling, payment processing, and building strong relationships with patrons through exceptional interpersonal abilities. Samantha excels at mentoring, coordinating, and guiding small to medium-sized teams to achieve company targets. She thrives in fast-paced environments that require long periods of standing and is efficient in problem-solving for customers. Samantha ensures the smooth flow of a busy service department while maintaining excellent service.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Coles Florida Beach
01.2024 - Current
- Rostering
- Ticketing adjustments
- Planogram adjustments
- Working with brand representatives
- Monitoring team training ensuring all learning is completed before expected due dates
- Ordering of department supplies and equipment
- Ensuring department safety and following close audit processes
- Phone handling and directing calls to appropriate departments.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Managed a team of 30 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.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Improved team morale by establishing recognition program for exceptional customer service.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Customer Service Manager
Coles Meadow Springs
01.2023 - 01.2024
- Managing a team size of 30
- Report tracking to meet weekly targets
- Meeting store and department KPI
- Rostering
- Coaching and training of all team members
- Balancing of registers
- Cash handling
- Daily use of excel
- Delivering Coles standards
- Performance management planning
- Customer engagement
- Ticketing adjustments
- Planogram adjustments
- Working with brand representatives
- Monitoring team training ensuring all learning is completed before expected due dates
- Ordering of department supplies and equipment
- Ensuring department safety and following close audit processes
- Phone handling and directing calls to appropriate departments.
Service Supervisor
Woolworths Rockingham
08.2022 - 01.2023
- Scanning goods and ensuring pricing is accurate
- Collecting payments whether in cash or EFT
- Resolve customer complaints, assisting with them to a resolution
- Maintain clean and tidy checkout areas
- Greet customers when entering or leaving the store
- Working on store displays
- Training and supervising new employees
- Problem solving at a day-to-day level
- Monitoring employee productivity and providing constructive feedback and coaching
- Running and managing of team members in different departments
- Working within a fast-paced environment making quick decisions.
Online shopper
Woolworths Dalyellup
09.2021 - 08.2022
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Reviews orders prior to pick up for accuracy and purchase-by dates.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Developed expert knowledge of products, enabling accurate guidance for customer purchases.
Retail Assistant
Wight & Emmet
04.2021 - 09.2021
- Assisting customer enquiries
- Handling petty cash
- Organising and accepting of new product lines
- Maintenance of clean and safe work areas
- Setting up new shop displays.
Retail Assistant/Supervisor
Woolworths Eaton Fair Shopping Centre
11.2014 - 04.2021
- Scanning goods and ensuring pricing is accurate
- Collecting payments whether in cash or EFT
- Resolve customer complaints, assisting with them to a resolution
- Maintain clean and tidy checkout areas
- Greet customers when entering or leaving the store
- Working on store displays
- Training and supervising new employees
- Problem solving at a day-to-day level
- Monitoring employee productivity and providing constructive feedback and coaching
- Running and managing of team members in different departments
- Working within a fast-paced environment making quick decisions.
Stable Hand
Brett Pope Training Stables
01.2007 - 01.2008
- Maintained clean stables for optimal horse health and safety standards.
- Maintained saddles, bridles, and riding gear and helped fit items to specific horses.
- Monitored horse behavior closely, promptly addressing any issues or concerns to maintain their wellbeing.
- Mixed and administered special food formulas to individual animals based on unique dietary needs.
Education
Certificate III - Business
JSW Training & Community Services
Bunbury, WA12.2013
Skills
- Energetic self-starter
- Computer-Literate
- Training and mentoring
- Collaborative team player
- Conflict resolution
- Listening and communication
- Effective time management
- Attention to detail
- Punctual & dependable
- Cash-handling accuracy
- Comfortable standing for long time periods
- Clean and neat complexity
Personalcharacterreferences
- Alicia Davies, 0424 166 006
- Melissa Wilson, 0458 090 591
Hobbies and Interests
- Equestrian
- Art
- Music
- Outdoors
Licensurecertification
- Apply first aid
- Responsible service of Alcohol
- Certificate III business administration
- Current valid class C-a class license
Certification
Certificate III in business
Timeline
Customer Service Manager
Coles Florida Beach
01.2024 - Current
Customer Service Manager
Coles Meadow Springs
01.2023 - 01.2024
Service Supervisor
Woolworths Rockingham
08.2022 - 01.2023
Online shopper
Woolworths Dalyellup
09.2021 - 08.2022
Retail Assistant
Wight & Emmet
04.2021 - 09.2021
Retail Assistant/Supervisor
Woolworths Eaton Fair Shopping Centre
11.2014 - 04.2021
Stable Hand
Brett Pope Training Stables
01.2007 - 01.2008
Certificate III - Business
JSW Training & Community Services
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