Summary
Overview
Work History
Education
Skills
Training
References
Personal Information
Career Overview
References
Timeline
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Vicki Milton

Findon,Australia

Summary

My initial objective is to continue my ongoing career using the wide practical skills, knowledge, and experience gained in various situations.ndertake any courses, both employer or self sponsored if required, to ensure my theoretical knowledge is adequate for advancement. My long term objective is to follow a defined career path in long term employment based on performance and merit. Customer-focused professional with successful several-year career in industry. Dynamic and successful at applying skills in busy environments. Results-driven Customer Service Manager adept at maintaining high productivity and efficiency in task completion. Specialize in conflict resolution, team leadership, and customer satisfaction strategies. Excel in communication, problem-solving, and adaptability to meet and exceed customer service goals.

Overview

18
18
years of professional experience

Work History

Customer Service Manager

Romeo's Foodland
Kilkenny , SA
03.2024 - 10.2024
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Recruited and trained new employees to meet job requirements.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Monitored phone calls to provide feedback and coaching.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Evaluated and authenticated returns, exchanges and voids.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Delegated work to staff, setting priorities and goals.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Managed inventory and supplies to ensure materials were available when needed.

Customer Service Manager

Drake Supermarkets
Torrensville, South Australia
01.2007 - 03.2024
  • Manage the customer service department, supervising up to 31 team members on a daily basis
  • Roster, train, induct, monitor and mentor staff while allocating resources as required
  • Cash handling, prepare and order floats/change, reconcile registers, eftpos and credit card transactions, prepare banking, data entry and prepare reports for senior management
  • Complaint resolution, maintain customer service standards and manage stock return/exchanges
  • Stock/inventory control, stocktaking, stock rotation, ensuring shelves and fridges are re-stocked
  • Meet wage/payroll budget, manage resources and adjusting staff hours as necessary
  • Prepare regular reviews on team members, counsel on performances and set team goals
  • Attend regular meetings/training sessions with management, store managers and colleagues
  • Ensure WH&S, risk management plans, SOP's, JSA's and SAP's are followed at all times

Education

Certificate III in Retail -

Drake Supermarkets
Torrensville, South Australia
01.2013

Diploma in Retail Management -

Drake Supermarkets
Torrensville, South Australia
02.2012

Certificate IV in Retail Management -

Drake Supermarkets
Torrensville, South Australia
02.2011

Certificate III in Retail Supervision -

Drake Supermarkets
Torrensville, South Australia
12.2009

Men's & Ladies Hairdressing -

TAFE SA
Adelaide, South Australia

Skills

  • Ability to work under pressure
  • Customer service
  • Complaint resolution
  • Employee training
  • Performance evaluation
  • Team leadership
  • Staff recruitment
  • Inventory management
  • Prioritisation
  • Meeting deadlines
  • Effective communication
  • Leadership skills
  • Teamwork
  • Autonomous work
  • Cultural awareness
  • WH&S awareness
  • Time management
  • Problem-solving
  • Customer focused
  • Staff training
  • Technical support
  • Microsoft outlook, word, and Excel
  • Positive and constructive feedback
  • Training and coaching
  • Adherence to high customer service standards
  • New hire training
  • Conflict management
  • Staff education and training
  • Decision-making

Training

  • Armed Hold-Up
  • Identify Harassment & Bullying in the Workplace
  • Various other Courses and Training Programs relevant to WH&S and Leadership.

References

Referees are available upon request.

Personal Information

Driving License: Class C

Career Overview

  • Continue ongoing career using practical skills, knowledge and experience.
  • Willing to undertake courses for advancement.
  • Follow a defined career path in long term employment based on performance and merit.

References

References available upon request.

Timeline

Customer Service Manager

Romeo's Foodland
03.2024 - 10.2024

Customer Service Manager

Drake Supermarkets
01.2007 - 03.2024

Certificate III in Retail -

Drake Supermarkets

Diploma in Retail Management -

Drake Supermarkets

Certificate IV in Retail Management -

Drake Supermarkets

Certificate III in Retail Supervision -

Drake Supermarkets

Men's & Ladies Hairdressing -

TAFE SA

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Vicki Milton