VIONNY YUNATAN
Tom Price
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
Coles Supermarket
Tom Price, WA
05.2021 - 03.2024
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
Duty Manager
IGA Tuckerbox Kununurra
Kununurra, WA
12.2020 - 05.2021
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
Customer Service Assistant
IGA Xpress Halls Creek
Halls Creek, WA
05.2020 - 12.2020
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined the customer service process for increased efficiency and faster response times.
- Processed returns and exchanges, adhering to company policies while prioritizing customer satisfaction.
- Managed customer complaints effectively, offering solutions that exceeded expectations.
Receptionist
Mercure Broome (Accor Group)
Broome, WA
10.2019 - 04.2020
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Corresponded with clients through email, telephone, or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Answered central telephone system and directed calls accordingly.
Customer Service Assistant
BP Ord River Road House Kununurra
Kununurra, WA
10.2018 - 10.2019
- Processed returns and exchanges, adhering to company policies while prioritizing customer satisfaction.
- Monitored inventory levels to ensure adequate stock availability for customers' needs.
- Reduced wait times by efficiently managing multiple tasks simultaneously without compromising quality of service.
Sales Ambassador
Heinemann Duty Free (Sydney International Airport)
Sydney, NSW
10.2017 - 04.2018
- Increased sales by building strong relationships with clients and providing excellent customer service.
- Developed new business opportunities through targeted prospecting and cold calling efforts.
- Exceeded quarterly sales goals consistently by effectively managing a pipeline of leads.
Education
Faculty of Marketing Communication, Public Relation Department -
BINUS University
01.2014
Skills
- Service Orientation
- Strong Communication
- Point-of-sale Software
- Handled scanning devices
- Prioritization
- Teamwork
- Staffing coordination
- Schedule Coordination
- Report Preparation
- Problem-Solving
- Team Building and Leadership
- Relationship Building
- MS Office expert
- Customer Relations
- Shipping, receiving, and warehousing
- Exceptional telephone etiquette
- Customer Relationship Management (CRM)
- Training and coaching
- Adherence to high customer service standards
- MS Office
Personal Information
References :
Sandi Wood - BP Ord River Roadhouse Manager 0422615771
Kristel Black - Coles Store Support Manager 0455600955 (AEST)
Timeline
Customer Service Manager
Coles Supermarket
05.2021 - 03.2024
Duty Manager
IGA Tuckerbox Kununurra
12.2020 - 05.2021
Customer Service Assistant
IGA Xpress Halls Creek
05.2020 - 12.2020
Receptionist
Mercure Broome (Accor Group)
10.2019 - 04.2020
Customer Service Assistant
BP Ord River Road House Kununurra
10.2018 - 10.2019
Sales Ambassador
Heinemann Duty Free (Sydney International Airport)
10.2017 - 04.2018
Faculty of Marketing Communication, Public Relation Department -
BINUS University