Shari Smith
Broadmarsh
Summary
Dynamic and people-focused team leader with extensive experience in hiring, training, and developing high-performing staff across customer service and operations. Skilled in end-to-end team onboarding, performance management, and fostering a collaborative, feedback-driven culture. Adept at identifying potential, mentoring junior team members, and building processes that support long-term growth and retention. Known for clear communication, emotional intelligence, and a hands-on leadership style that aligns people strategy with business outcomes. Brings a strong foundation in systems thinking, KPI reporting, process improvement, and customer engagement—paired with a genuine passion for cultivating positive workplace culture and empowering individuals to succeed.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Care Manager
Francesca Collections
06.2018 - Current
- Lead and support the Customer Care team, overseeing hiring, training, onboarding, and continuous development of junior staff.
- Manage daily operations, team rostering, and performance, ensuring alignment with KPIs and company policies.
- Deliver exceptional customer service across calls, live chats, and emails, maintaining an NPS of 8+ and 4-star+ ratings.
- Handle complex escalations and third-party communications, resolving issues efficiently and empathetically.
- Provide real-time coaching and feedback to staff, fostering a high-performance, growth-oriented team culture.
- Use performance data and KPI reporting to identify trends and implement process improvements.
- Collaborate cross-functionally on system enhancements, policy creation, and internal communication strategies.
- Contribute to content creation, manage customer reviews, and represent the brand with a customer-first approach.
- Drive initiatives that improve customer experience while supporting internal recruitment and retention strategies.
Stable Hand
Coal Valley Equestrian Centre
09.2021 - 03.2024
- Managed daily feeding and care routines for horses, ensuring optimal health and well-being.
- Maintained cleanliness and organization of stables, enhancing safety and comfort for animals.
- Assisted in training and handling of horses, fostering trust and improving behaviour during sessions.
- Assisted in the rehabilitation of injured horses with proper exercise and medication administration.
- Developed schedules for exercise and feeding, optimizing time management for daily operations.
- Mentored junior staff on proper care techniques, promoting best practices within the team.
- Implemented safety protocols to minimize risks during equestrian activities, enhancing overall operational efficiency.
- Increased efficiency within the stable through meticulous organization of tools, supplies, and workspaces for easy access during daily tasks.
- Developed strong relationships with clients, providing excellent customer service through effective communication skills.
Track Work Rider & Stable Hand
Jane Baker Racing Stable/Simon Ryan Racing
03.2022 - 05.2022
- Coordinated daily exercise regimens for multiple horses, optimizing their physical fitness and readiness for races.
- Monitored horse performance and health, ensuring optimal training conditions and addressing concerns promptly.
- Collaborated with trainers to analyze race strategies, contributing to improved performance outcomes.
- Supervised junior riders, providing mentorship and guidance to foster skill development and teamwork.
- Streamlined communication between stable staff and trainers, enhancing operational efficiency and decision-making processes.
- Led safety audits of stable operations, implementing corrective actions to ensure compliance with industry standards.
Education
Certificate IV in Leadership & Management -
SCALA The Training Company
Hobart01-2024
TCE -
Guilford Young College
Hobart, TAS01-2017
Highschool -
Dominic College
01.2015
Skills
- Customer relations
- Training and mentoring
- Team management
- Delegation and supervision
- Schedule management
- Data tracking
Certification
- Certificate IV in Leadership and Management (BSB40520)
- Certificate III in Retail SIR30216
Timeline
Track Work Rider & Stable Hand
Jane Baker Racing Stable/Simon Ryan Racing
03.2022 - 05.2022
Stable Hand
Coal Valley Equestrian Centre
09.2021 - 03.2024
Customer Care Manager
Francesca Collections
06.2018 - Current
Certificate IV in Leadership & Management -
SCALA The Training Company
TCE -
Guilford Young College
Highschool -
Dominic College
Similar Profiles
Vadra FrewVadra Frew
Compliance Coordinator at Tauranga Collections, Circular Services Tauranga, Whakatane CollectionsCompliance Coordinator at Tauranga Collections, Circular Services Tauranga, Whakatane Collections
Chathuri GunarathnaChathuri Gunarathna
Personal Caretaker at Francesca LantieriPersonal Caretaker at Francesca Lantieri
Joshua JamesJoshua James
Server (Casual Position) at Lady Francesca caravan barServer (Casual Position) at Lady Francesca caravan bar
James SteeleJames Steele
Construction Supervisor at Shaw ContractingConstruction Supervisor at Shaw Contracting
Cristy RaineyCristy Rainey
Customer Care Manager at American AirlinesCustomer Care Manager at American Airlines