Sonja Colak
Warrawong
Summary
Experienced professional with a strong background in customer interactions, service solutions, and hands-on work. Demonstrates expertise in conflict resolution, communication, and problem-solving to ensure customer satisfaction and loyalty. Highly effective as a team collaborator, able to adapt to changing needs while consistently focused on achieving results through efficient and empathetic service. Recognized for reliability and a proactive approach in meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Contact Representative
Serco Group
05.2024 - Current
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Contributed ideas during team meetings which resulted in innovative strategies that improved departmental performance.
- Educated clients on product features and benefits ultimately driving increased sales revenue.
- Navigated complex internal systems effectively during calls allowing seamless assistance for customers.
- Developed rapport with clients through active listening and empathetic responses, fostering trust and loyalty.
- Provided customer with step-by-step instructions on how to complete product setup.
Volunteer Teacher for Serbian School
Saint Sava
01.2024 - 03.2024
- Teaching Serbian
- Communication
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behaviour effectively by establishing clear expectations, modelling appropriate conduct, and consistently enforcing established rules and consequences.
- teaching Serbian to students.
Deli/fresh Convenience
Woolworths
06.2023 - 03.2024
- Online orders
- Customer service
- Food handling
- Stock
- Computer skills
- Maintained high standards of cleanliness and organization within the store to create a pleasant shopping experience for customers.
- Completed daily paperwork on sales reporting, banking and payroll reporting.
- Ensured compliance with all local, state, and federal regulations related to store operations, safety protocols, and licensing requirements.
Wait Staff
Osteria Cucina Napoletana
10.2021 - 02.2022
- Taking customer orders
- Serving meals and beverages
- Clearing tables efficiently
- Cash handling
- Maintained cleanliness in dining area, contributing to a pleasant atmosphere for customers.
- Cultivated warm relationships with regular customers.
Wait Staff
Da Vinci Ristorante
08.2020 - 11.2020
- Taking customer orders
- Serving meals and beverages
- Clearing tables efficiently
- Cash handling
Cashier Assistant
Adelaide
01.2018 - 10.2020
- Cash handling
- Communication
- Met customer needs through polite, friendly and attentive service.
- Maintained a clean and safe workspace, ensuring proper sanitation protocols were followed.
- Handled cash drawer responsibly, accurately counting change and ensuring daily balances were correct.
Education
High School Diploma -
Mount Lawley Senior High
Mount Lawley WA 605003-2024
GED -
North Metropolitan TAFE
Perth, WA12-2022
Skills
- Critical thinking
- Customer service
- Active listening
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Professional telephone demeanor
- Complaint resolution
- knowledge of using office 365
Languages
English
Native or Bilingual
Serbian
Native or Bilingual
Timeline
Customer Contact Representative
Serco Group
05.2024 - Current
Volunteer Teacher for Serbian School
Saint Sava
01.2024 - 03.2024
Deli/fresh Convenience
Woolworths
06.2023 - 03.2024
Wait Staff
Osteria Cucina Napoletana
10.2021 - 02.2022
Wait Staff
Da Vinci Ristorante
08.2020 - 11.2020
Cashier Assistant
Adelaide
01.2018 - 10.2020
High School Diploma -
Mount Lawley Senior High
GED -
North Metropolitan TAFE
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