Sarah Wood
Townsville,QLD
Summary
Diligent customer service professional successful at solving an array of diverse types of customer problems with creative and knowledgeable solutions. Experience in leading teams to improve customer ratings, reduce complaints and increase business. Always conscientious, with a passion for solving problems using thoughtfulness and attention to detail to achieve win-win outcomes for all. I'm a proactive team player comfortable in fast-paced environments, proven effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Previously a collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work cultures. Confident in applying training and morale-building performance plans to enhance employee engagement to boost company operations. Highly goal-orientated, energetic, friendly with a positive attitude with a strong work ethic eager to learn and continue my professional growth.
Overview
12
12
years of professional experience
Work History
Customer Service Officer
TMR Queensland Government
06.2022 - Current
- Cash/POS handling and reconciliation
- Customer service excellence within a strict legally binding policies and procedure's structure
- Data Entry/ Filing and Banking to Government standards
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- CCC Customer Call Centre experience
- Manage and navigate with internal and external contacts related to enquiries.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
Flagship Store Manager
Factorie (Cotton On Group)
06.2021 - 07.2022
- Successfully delivered in store operation rhythms (to company stardards)
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Coach, mentor team members to company culture expectations and values boosting employee retention rates.
- Monthly visual merchandising planning & implementation
- Monitored daily cash discrepancies, inventory shrinkage and drive-off. P & L tracking (daily, weekly, monthly, annually)
- Effective staff rostering to budgets
- Opening & Closing procedures (banking, POS systems, Eftpos, Intranet)
- Daily cleaning and organising
- Stock handling, monitoring ordering with level controls
- Fostered an inclusive environment where diverse perspectives were valued and embraced for greater team success, ensuring a positive store experience for customers ans staff.
- Delegation of tasks and duties to team members successfully in fast-paced environment through proactive communication and positive feedback.
- Weekly manager state calls
- Achieved sales targets consistently by monitoring KPIs closely and taking corrective action as needed.
- Collaborated closely with corporate teams to align store goals with company-wide objectives resulting in seamless execution of initiatives.
Cluster Manager
Secrets Shhh
01.2019 - 07.2021
- Provided a extremely high level of customer service, customer relationships resulting in a high rate of return business and word of mouth marketing.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Championed employee recognition programs, celebrating individual achievements and reinforcing the value of ongoing personal development.
- Cross-trained existing employees to maximize team agility and performance.
- Manual tasks such as cleaning, organising and merchandising
- Controlled costs and successfully managed P & L to keep business operations within budget and increase profits.
- Opened and closed locations and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cash handling, EFTPOS, reconciliation and banking
- Developed high levels of relationships and connections with staff at all corporate levels
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Collaborated and lead cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
Casual Supervisor-Bar, Restaurant, Gaming & Functions
Kurrawa Surf Club
01.2017 - 01.2019
- Provide a consistently high level of professional, friendly customer service
- Lead, manage and motivate staff to complete duties, meet goals, upsell and make sales
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- (140+ staff members)
- Contribute to expense control-ensuring minimal wastage and breakage
- Develop strong working relationships with customers and staff
- Cash handling, EFTPOS, and credit card transactions and reconciliations
- High knowledge of workplace safety procedures and OHS policies
- Conducted routine inspections to check quality and compliance with established specifications.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Working Professionally under pressure during busy shifts (4000+ patrons daily)
- Manual duties including cleaning
- Organise and facilitate functions.
Casual Supervisor/ Attendant-Bar, Restaurant, Gaming, running of Sports Bar
Pacific Pines Tavern
01.2015 - 01.2017
- Provide a high level of friendly customer service
- Cash Handling and reconciliation
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- High level of Gaming and TAB training.
- Worked flexible hours across night, weekend, and holiday shifts.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Gained strong leadership skills by managing projects from start to finish.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
Owner & Operator
SASSABOUTIQUE
01.2014 - 01.2017
- Facilitating a broad range of quality beauty treatments including facials, massage, waxing, eyelash and hair extensions, spray tanning
- Delivery a high level of customer service, managing enquiries face to face, over the phone and via email
- Scheduling and confirming customer appointments
- Invoicing, transaction processing and cash handling to facilitate sales
- Marketing and visual merchandising to generate maximum sales
- Managing stock control, ordering and replenishment of consumables
- Operating in accordance with hygiene and WHS protocols.
Land Development Sales Consultant
Maidment Developments
01.2012 - 03.2013
- Provided front line customer service within the property development field
- Handled client enquires face to face, over the phone and via email
- Scheduled and confirmed potential client appointments with sales professionals
- Prepared sales contracts and brochures for house and land packages
- Developed and presented quotations, managed and organised client's files
- Used customer insights to develop innovative sales strategies to increase sales.
- Coordinated clerical processes including document control, filing and records management
- Attended weekly sales meetings to re-enforce vison and promote achievement of sales targets
- Utilised software programs including Microsoft Office Suite and industry specific programs
- Utilized CRM software to manage customer accounts and track performance metrics.
- Communicated, negotiated and networked with stakeholders including builders, land sale agents, staff and clients.
- Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings – applying knowledge gained to better serve customers.
Education
Diploma of Project Management -
TAFE Queensland - Pimlico
Townsville, QLD07.2024
Community Justice Services 10794NAT -
TAFE Queensland - Pimlico
Townsville, QLD02.2024
Infectious control Cert 3 -
01.2022
First Aide Training -
01.2020
Food Handling/Safety Cert 3 -
01.2020
Eyelash Extension Technician Course -
Locklash
01.2015
Responsible Service of Alcohol -
01.2015
Responsible Service of Gaming -
01.2015
Diploma of Beauty Therapy -
TAFE QLD
01.2014
Salesperson registration Course -
REIQ
01.2012
Skills
- Training and mentoring
- Regulatory Compliance
- Customer Relationship Management
- Business Administration
- Team Leadership
- Budget Control
- Teamwork and Collaboration
- Records Organization and Management
- Payroll Administration and Timekeeping
- Relationship Building
- Positive Attitude
- Empathy Display
Additional Information - Hobbies
- Cosmetic tattooist on weekends
- Boating & Fishing
- 4wding & Camping
- Fitness & Outdoors
- Quality time with family
- Self development activities/ mini courses
- Organisation decoration activities
Awards
- Eve Taylor Aromatherapy Student of The Year Award - 2014
- Dermalogica Highest Achiever Award - 2014
- Runner Up Creative Vision Award Hair and Makeup Design and costume design - 2014
References
- Breana Ahearne, Former Kurrawa Duty Manager/ Senior Supervisor, Gold Coast, QLD, 0419362358
- Hiria Puha, Store Manager Factorie Coomera Westfield, Gold Coast, QLD, 0412 205 793
- Lauren Marbani, Former 2ic Assistant Manager Factorie Pacific Fair, Gold Coast, QLD, 0427 503 777
- Terese Beirmann, Store Manager Secrets Shhh, Gold Coast, QLD, 0407 694 142
- Daniel Crowley, A05 Senior Advisor Transport and Main Roads, Townsville, QLD, (07) 4758 7525
- Taryn Blacklock, A05 Senior Advisor Transport and Main Roads, Townsville, QLD, (07) 4758 7525
- Dilop Madhok, CSC Manager Transport and Main Roads, Townsville, QLD, 0429878542, Dilip.R.Madhok@tmr.qld.gov.au
Timeline
Customer Service Officer
TMR Queensland Government
06.2022 - Current
Flagship Store Manager
Factorie (Cotton On Group)
06.2021 - 07.2022
Cluster Manager
Secrets Shhh
01.2019 - 07.2021
Casual Supervisor-Bar, Restaurant, Gaming & Functions
Kurrawa Surf Club
01.2017 - 01.2019
Casual Supervisor/ Attendant-Bar, Restaurant, Gaming, running of Sports Bar
Pacific Pines Tavern
01.2015 - 01.2017
Owner & Operator
SASSABOUTIQUE
01.2014 - 01.2017
Land Development Sales Consultant
Maidment Developments
01.2012 - 03.2013
Diploma of Project Management -
TAFE Queensland - Pimlico
Community Justice Services 10794NAT -
TAFE Queensland - Pimlico
Infectious control Cert 3 -
First Aide Training -
Food Handling/Safety Cert 3 -
Eyelash Extension Technician Course -
Locklash
Responsible Service of Alcohol -
Responsible Service of Gaming -
Diploma of Beauty Therapy -
TAFE QLD
Salesperson registration Course -
REIQ
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