Shana Alhajani
South Morang,VIC
Summary
Team Member / Second-in-Charge of Service coordinating checkout flow, self-service support, and service recovery in a busy retail setting. Leads the service team during peak shifts, handles refunds and complex customer queries, and trains 3+ new team members per month on service standards. Maintains a clean, organised service area while delivering friendly customer service under high volume.
Overview
7
7
years of professional experience
Work History
Team Member / Second-in-Charge of Service
Coles
10.2022 - Current
- Handle many customer interactions daily while keeping service fast and friendly during peak periods.
- Lead the service team through peak shifts, coordinating checkout and self-service operations for smooth coverage.
- Train and support new team members on service procedures, standards, and day-to-day checkout expectations.
- Maintain a clean, organised service area and deliver reliable customer help under high volume.
Food Preparation Assistant
Red Ribbon
01.2020 - 01.2022
- Processed many customer orders weekly while delivering accurate service and clear communication.
- Coordinated closely with kitchen and floor staff to keep operations moving smoothly during busy periods.
- Resolved customer questions and concerns professionally, using problem solving to support a positive dining experience.
- Balanced multiple tables at once, staying organized while maintaining service speed and attention to detail.
Education
Bachelor of Economics -
RMIT University
Victorian Certificate of Education (VCE) -
Epping Secondary College
Skills
- Front-of-House Operations: Customer service, Checkout operations, Refund processing
- Shift Leadership: Communication, Time management, Shift supervision, Staff training
- Retail Management: Problem solving, Scheduling coordination, Service standards
- People Management: Roster planning, Performance reviews
- Operations: Order accuracy
Timeline
Team Member / Second-in-Charge of Service
Coles
10.2022 - Current
Food Preparation Assistant
Red Ribbon
01.2020 - 01.2022
Bachelor of Economics -
RMIT University
Victorian Certificate of Education (VCE) -
Epping Secondary College