Sarah-Emmanuel Rodriguez
Sydney,NSW
Summary
Motivated worker with a background in managing customer service teams, ensuring high-quality customer interactions, ensuring customer service is at its best to my ability, and resolving 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, service procedures and I am ready to leverage training and experience to take on new professional challenges.
Overview
4
4
years of professional experience
Work History
Customer Service Supervisor
Bunnings Warehouse
Villawood
03.2022 - Current
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Assisted in developing training materials for new hires as well as existing employees.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Analysed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Trained new customer service representatives on company policies and procedures.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Evaluated and authenticated returns, exchanges and voids.
- Monitored phone calls to provide feedback and coaching.
- Answered phone calls and responded to questions and concerns.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Resolved customer complaints or answered customers' questions.
Customer Service Cashier
Platypus
Merrylands
12.2020 - 03.2022
- Maintained accurate records of transactions using the point-of-sale system.
- Greeted customers and provided friendly customer service.
- Organised items purchased by customers according to their type or size for easy retrieval during checkout.
- Operated cash registers to process payments for goods and services.
- Assisted customers with locating merchandise within the store.
- Received payment by cash, check, credit cards, vouchers or automatic debits.
- Adhered to company policies concerning returns, exchanges, and refunds, including proper documentation completion.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Provided information on company policies, warranties, guarantees, financing options and other related matters.
- Informed customers about product pricing and answered questions regarding products and services available in the store.
Education
Certificate of Attainment - Interpret And Apply Medical Terminology Appropriately -
Australian Paramedical College
Mascot, NSW01-2022
High School Diploma -
Tyndale Christian School
Blacktown10-2021
Cert III in Makeup -
TAFE
Wetherill Park, NSW12-2020
First AID Certificate -
Royal Life Saving
Nsw09-2020
Skills
- Strong communication and interpersonal skills
- Efficient Time Management
- Calm Under Pressure
- Handling Escalations
- First AID/CPR
- Problem-Solving
- Complaint resolution
- Active and face paced
- Attention to Detail
- Telecommunications
- Critical Thinking
- Active Listening
- Computer Skills
- Decision-Making
- Works Well Under Pressure
- Fast Learner
- Customer service
- Can do attitude
- Ability to work in a team and independently
- Fluent in English and Spanish
- Flexible hours
Timeline
Customer Service Supervisor
Bunnings Warehouse
03.2022 - Current
Customer Service Cashier
Platypus
12.2020 - 03.2022
Certificate of Attainment - Interpret And Apply Medical Terminology Appropriately -
Australian Paramedical College
High School Diploma -
Tyndale Christian School
Cert III in Makeup -
TAFE
First AID Certificate -
Royal Life Saving
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