Tahlee Cooper-Martin
Campbelltown,NSW
Summary
Experienced with handling high-call volumes and addressing customer inquiries effectively. Utilizes excellent communication and problem-solving skills to provide accurate and timely assistance. Knowledge of customer service protocols and maintaining professional demeanour under pressure.
Overview
17
17
years of professional experience
Work History
Emergency Call Taker
NSW Ambulance
09.2022 - Current
- Contributed to the development of internal resources such as scripts, FAQs, and training materials for better call efficiency.
- Maintained a professional demeanour, managing difficult callers and deescalating tense situations.
- Enhanced customer satisfaction by efficiently handling high-volume calls and resolving inquiries.
- Monitored multiple computer screens simultaneously.
- Handled sensitive information with discretion, safeguarding customer privacy while adhering to company policies and regulations.
- Achieved consistent customer satisfaction ratings by actively listening to caller concerns and providing appropriate solutions.
- Dealt successfully with individuals from various socio-economic, ethnic and cultural backgrounds.
- Managed high-pressure situations calmly, ensuring timely assistance to callers during peak hours or emergency scenarios.
- Prioritized time-sensitive calls effectively, ensuring efficient allocation of resources in emergency situations.
Bar Attendant
Event Cinemas Campbelltown
10.2021 - 10.2022
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Composed inter-office correspondence and provided product and service information to customers.
- Consulted with leadership to identify processes requiring improvement to support growth and success.
- Created presentations to inform, motivate and persuade internal and external audiences.
- Explained daily specials and beverage promotions to exceed daily sales goals.
- Maintained adequate levels of condiments and well-stocked drink stations to keep service flowing smoothly.
- Maintained knowledge of menu items, liquor brands, beers and non-alcoholic selections to enhance customer experience and expedite service.
- Monitored inventory and notified management of deficiencies or shortages.
- Consistently provided friendly service to promote better customer engagement.
- Taught basics of snack bar operations to new employees, building individual confidence in performance of duties.
- Established rapport with new and recurring customers, remembering specific requests and providing specialty concessions for individuals.
Store Services Assistant
Woolworths Group Limited
01.2015 - 08.2019
- Addressed customer issues immediately to guarantee swift resolution.
- Effectively located merchandise across various stores to address customer needs.
- Answered questions about store policies and addressed customer concerns.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Remained calm and composed in tense situations involving angry or upset customers.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Trained staff on operating procedures and company services.
- Entered orders into KRONOS/ Isis computer database system.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Performed clerical work such as sorting mail, restocking supplies and typing documents.
- Connected callers with appropriate professional, department or business.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Announced important information and emergency notifications over PA system.
- Developed exceptional time management, relationship building and organizational skills from working in busy retail setting.
- Optimized information gathering and presentations with implementation of practical filing system.
- Implemented improvements to file systems and procedures.
Front End Supervisor
Woolworths Group Limited
06.2012 - 01.2015
- Trained team members in successful strategies to meet operational and sales targets.
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Monitored cash drawers in 16 checkout stations to verify adequate cash supply.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Worked flexible hours across night, weekend and holiday shifts.
Front End Cashier
Woolworths Group Limited
09.2007 - 06.2012
- Monitored self-checkout systems and provided help in resolving complex problems.
- Helped customers complete purchases, locate items and join reward programs.
- Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
- Greeted customers and responded to requests for information.
- Called for back up cashiers during peak times to minimize wait time for customers.
- Informed front end manager of equipment repair and replacement needs to maintain operations.
- Counted tills for beginning of shift with start money and balanced and reconciled register at end of shift.
- Followed company policies, procedures and practices for accurate recordkeeping and loss prevention.
- Mentored new team members on sales software system operation.
- Processed credit card, EFTPOS and gift certificate payments with electronic computer system.
- Maintained organized and orderly front end and removed carts, baskets and debris.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Used POS system to enter orders, process payments and issue receipts.
Education
Certificate III - MPDS
NSW Ambulance
Sydney09.2022
RSA & RCG -
RSA & RCG Specialists
08.2021
Certificate III - Child Care
NSW TAFE
2010
Year 10 Certificate -
Airds High School
Campbelltown, NSW12.2009
Skills
- Ease with Computers and Technology
- Meticulous Attention to Detail
- Multitasking and Time Management
- Multi-Line Telephone Systems
- Confidentiality and Data Protection
- Professional and Courteous
- Strong Organizational Skills
- Complex Problem Solving
- Payroll Administration
- Exceptional customer service
- Superior communication skills
- Interpersonal Communication
- Flexible and Adaptable
- Dependable and Responsible
- Stress Tolerance
- Teamwork orientation
- Call prioritization
- Typing Speed
- Empathy Display
- Assertiveness
- Front Desk Operations
- Excellent Phone Demeanor
- Clear Communication
- Switchboard management
Accomplishments
- Awarded 2012 Service Operator of the Year.
Reference
NSW Ambulance Team Leader
Micala Speed - 0452 503 192
micala.speed@hotmail.com OR micala.speed@health.nsw.gov.au
Timeline
Emergency Call Taker
NSW Ambulance
09.2022 - Current
Bar Attendant
Event Cinemas Campbelltown
10.2021 - 10.2022
Store Services Assistant
Woolworths Group Limited
01.2015 - 08.2019
Front End Supervisor
Woolworths Group Limited
06.2012 - 01.2015
Front End Cashier
Woolworths Group Limited
09.2007 - 06.2012
RSA & RCG -
RSA & RCG Specialists
Certificate III - Child Care
NSW TAFE
Year 10 Certificate -
Airds High School
Certificate III - MPDS
NSW Ambulance