TATIANA TERENCIO

In my role as a Team Leader for Service and online department at Woolworths, I was dedicated to elevating the customer experience and ensuring that service standards consistently exceeded expectations. My responsibilities encompassed a range of tasks designed to enhance both customer satisfaction and team performance, whilst I worked in the online department I was instrumental in managing and enhancing the online shopping experience for our customers. My responsibilities were centered around optimizing online processes, leading a team of online fulfillment associates, and ensuring seamless integration between online and in-store operations:

• Customer Service Leadership: Championed a customer-first approach, leading by example to ensure all team members delivered exceptional service. Actively engaged with customers to address their needs, resolve issues, and gather feedback to drive continuous improvement.
• Team Supervision and Training: Managed a team of service staff, providing ongoing coaching and support to enhance their customer interaction skills. Conducted training sessions focused on service excellence, product knowledge, and effective communication.
• Service Excellence: Implemented and maintained high standards of service throughout the store. Monitored service quality and developed strategies to address any service gaps or customer concerns, ensuring a consistently positive shopping experience.
• Operational Efficiency: Coordinated with other departments to streamline service processes and improve operational efficiency. Managed service-related tasks such as queue management, checkout procedures, and special customer requests.
• Customer Feedback and Resolution: Actively sought and reviewed customer feedback to identify areas for improvement. Handled and resolved customer complaints and service issues promptly, aiming to turn potentially negative experiences into positive outcomes.
• Performance Monitoring: Assessed service performance metrics and team productivity, using data to make informed decisions and drive service enhancements. Developed action plans to achieve service targets and address any performance gaps.
• Health and Safety Standards: Ensured compliance with health and safety regulations, particularly in areas impacting customer service. Maintained a clean and safe environment, addressing any hazards or concerns to protect both customers and staff.
• Team Leadership and Development: Led a team of online fulfillment associates, providing guidance, training, and motivation to ensure high standards of efficiency and accuracy. Fostered a collaborative environment focused on achieving team goals and delivering exceptional customer service.
• Online Order Management: Oversaw the end-to-end process of online order fulfillment, from order receipt to delivery. Ensured timely and accurate picking, packing, and dispatching of orders, while managing inventory levels to meet demand.
• Customer Experience Enhancement: Implemented strategies to enhance the online shopping experience, addressing customer inquiries and issues related to online orders. Monitored feedback and worked to resolve any service or delivery challenges to maintain high customer satisfaction.
• Coordination with Other Departments: Collaborated with in-store teams, logistics, and IT departments to ensure smooth integration between online and offline operations. Facilitated effective communication and coordination to address any issues and improve overall operational performance.
• Problem Resolution: Addressed and resolved any operational issues or customer complaints related to online orders. Demonstrated strong problem-solving skills and a proactive approach to mitigating potential challenges.
• Health and Safety Compliance: Ensured adherence to health and safety regulations within the online fulfillment center. Maintained a clean and organized work environment to support both staff safety and operational efficiency.