Soman Merzaie
Perth,WA
Summary
Personable Customer Service Supervisor with background of effective leadership and excellent customer service. Facilitates effective departmental communication and coordination to drive productivity and customer satisfaction ratings.
Focused Customer Service with over 16 years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Overview
19
19
years of professional experience
Work History
Customer Service Supervisor
Hertz Car Rental
Perth, WA
12.2018 - Current
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Resolved account issues to build rapport and relationships with clients.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Recruited, hired, trained and supervised staff of 60 and implemented mentoring program that offered positive employee engagement
- Supervised 10 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention
Customer Service Representative
Hertz Car Rental
Perth, WA
08.2010 - 12.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Welcomed, greeted and assisted guests in high-traffic store, generating $6000 of dollars in business
- Handled over 45 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
Duty Manager
Europcar Car Rental
Perth, WA
02.2008 - 08.2010
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Handled employee-related issues to improve performance, professional conduct and attendance reliability.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Supervised staff of 60 personnel by implementing company policies, protocols, work rules and disciplinary action
Retail Sales Associate
Ed Harry
Warwick, WA
02.2008 - 02.2009
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Assisted customers with finding the right product for their needs.
- Greeted customers upon entering the store and provided assistance.
- Handled customer complaints in a professional manner.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
Checkout Operator
Sista IGA
Perth, WA
03.2005 - 02.2008
- Greeted customers in a friendly and courteous manner.
- Processed cash, credit, debit, and check payments accurately and efficiently.
- Learned roles of other departments to provide coverage and keep store operational.
- Provided assistance to customers with product selection queries.
- Resolved customer complaints in a professional manner.
- Balanced tills daily to ensure accuracy of transactions.
- Followed store policies regarding returns, refunds, discounts.
- Adhered to safety guidelines while operating cash registers and other equipment.
- Performed opening and closing procedures for store registers as required.
- Communicated effectively with team members to ensure smooth operation of checkout lanes.
- Assisted in the unloading and stocking of inventory items as needed.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Maintained cleanliness of checkout area and ensured it was well stocked at all times.
- Monitored self-checkout users to identify problems and maintain store security.
- Balanced daily transactions with accurate closing processes.
- Verified the age of customers when selling alcohol or tobacco products.
- Verified payments and electronic funds accuracy to protect involved parties.
Education
Certificate III - Tourism And Travel Management
North Metropolitan TAFE
Perth, WA02.2007
High School Diploma -
Mirrabooka Senior High School
Dianella, WA11.2006
Some College (No Degree) - Property Management
The Australian Real Estate Training College
Perth Skills
- Report Preparation and Analysis
- Issue Resolution
- Investigation Support
- Leading Team Meetings
- Interpersonal Communication Skills
- Performance Tracking and Evaluations
- Customer Relationship Management
- Performance Evaluations
- Positive and Constructive Feedback
- Delegating Work
- Problem-Solving
- Complaint Resolution
- One Call Resolution
- Work Prioritization
- Team Development
- Time Management
- Workflow Management
- Continuous Improvement
- Team Building and Leadership
- Decision-Making
- Handling Escalations
- Workforce Management
- Training and Mentoring
- Performance Management
- Customer Relations
- Expertise in Sales
- Goal Attainment
- Sales Proficiency
- MS Office
- Complaint Handling
- New Hire Training
- Employee Scheduling
- Sales Support
- Talent Allocation
- Turnover Minimization
- Workforce Planning
Timeline
Customer Service Supervisor
Hertz Car Rental
12.2018 - Current
Customer Service Representative
Hertz Car Rental
08.2010 - 12.2018
Duty Manager
Europcar Car Rental
02.2008 - 08.2010
Retail Sales Associate
Ed Harry
02.2008 - 02.2009
Checkout Operator
Sista IGA
03.2005 - 02.2008
Certificate III - Tourism And Travel Management
North Metropolitan TAFE
High School Diploma -
Mirrabooka Senior High School
Some College (No Degree) - Property Management
The Australian Real Estate Training College