Sarah Shoppee
Melbourne,Australia
Summary
Dynamic Customer Service Team Leader with a proven track record at Woolworths Group, excelling in case resolution and SOP development. Expert in SAP and MS Excel, I successfully reduced unwarranted payouts by over $300k annually while fostering team collaboration and training. Recognized for optimizing operations and enhancing customer satisfaction.
Overview
17
17
years of professional experience
Work History
Customer Service Team Leader – Stock Loss Specialist
Woolworths Group
Melbourne
10.2019 - 07.2025
- Led 24 h contact-centre investigations team (5 FTE) covering Australia and New Zealand; ~2 000 cases/week, average three inbound calls every four minutes.
- Authored SOPs, induction packs and refresher training; onboarded all new hires (both teams).
- Escalation point for complex, high-value losses; personally closed the most cases annually 2019-2024.
- Partnered with Finance and Insurance to cut unwarranted payouts by >$300 k p.a.
- Implemented roster optimisation under VIC Clerks Award, reducing overtime costs by 10 %.
- Role made redundant
Front End Manager
Woolworths Supermarkets
04.2016 - 03.2019
- Ran front-of-house operations (30+ staff) during peak Christmas/Easter periods with no decline in CSAT.
- Promoted from 2IC to full Manager within nine months; youngest in region at time.
- Managed daily cash-office reconciliation, end-of-day banking and shrinkage reporting.
Front End 2IC
Woolworths Supermarkets
07.2015 - 03.2016
Customer Service Team Member
01.2009 - 01.2015
- Supported checkout teams, trained juniors, handled service-desk escalations.
Skills
- Blue Yonder / JDA
- I360
- Tactics
- TMS
- SAP
- CommandClient (CCTV)
- MS Excel (pivots, lookups, basic VBA)
- Outlook
- Teams
References
Available on request (two ready: former Operations Manager & Investigations Lead).
Websites
Awards
2024 Maintained 95 % cases-closed-within-24 h despite 15 % staff reduction, 2022 Completed end-to-end induction of stock-loss program at Big W NSW & VIC, on time and under budget, 2021 Recovered $150 k in disputed stock claims after root-cause review of carrier processes, 2017 Awarded “Fastest Scanner of the Year” – recognised for accuracy and throughput during peak trading
Key Strengths
- Loss Prevention & Investigations – saved >$300 k p.a. in unwarranted claims across Woolworths & Endeavour brands; escalation lead on complex cases.
- Team Leadership – managed, rostered and developed teams of up to five in a 24×7 call centre serving AU & NZ; built all onboarding and SOP training.
- Process Design – authored full playbook for stock-loss investigations; rolled role out to Big W nationally.
- Service Improvement – lifted 24-hour case-close rate from 65 % to 95 % within three years while keeping highest individual close volume.
- Tools & Systems – Blue Yonder/JDA, i360, Tactics, TMS, SAP, CommandClient (CCTV), Microsoft 365 (advanced Excel).
- Stakeholder Liaison – daily contact with store & DC managers, Finance, Investigation Services and brand partners.
Availability
- Hybrid or remote within Melbourne and surrounds
- Notice period: immediately available
- Salary guide: c.$100 k + 12 % super (flexible for right role)
Timeline
Customer Service Team Leader – Stock Loss Specialist
Woolworths Group
10.2019 - 07.2025
Front End Manager
Woolworths Supermarkets
04.2016 - 03.2019
Front End 2IC
Woolworths Supermarkets
07.2015 - 03.2016
Customer Service Team Member
01.2009 - 01.2015
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