Wanya Jerleen

Managed and supervised operations of the checkout team of 12 staff during the night shift- ensuring that customers are met with exceptional service. Experience in working busy retail traffic shifts during peak holiday seasons.

• Carrying out end-of-day cash counting and banking procedures including reconciliation of variances between actual cash in hand and reported balances.
• Roster management of checkout operators to ensure effective scheduling during busy and non peak times.
• Processing product returns and refunds, exercising sound judgement in making exceptions to maintain high levels of customer satisfaction.
• Customer complaint handling and management of customer inquiries and incidents including accidents, near misses, and theft.
• Overseeing Uber order fulfillment and customer service management of online orders.
• Training checkout operators and conducting regular reviews to ensure they meet performance standards.
• Assisting other departments with in-store merchandising, stock taking and re-ordering.

Achievements

• Nominated by the company for Retail level 3 apprenticeship in April 2022.
• Consistency in meeting customer service KPIs including upselling loyalty programme, reducing customer service complaints, and checkout queue wait times from August 2021- Nov 2022.
• Awarded the checkout department best performing employee of the month title for exemplary customer service multiple times during tenure.

Overall responsibility of reservations management for the business including booking management via Rezdy reservation system, flight consolidation and general office administrative duties.

• Managing bookings and inquiries for a base of over 100 inbound agents and tour operators.
• Meeting monthly targets through conversion of direct customer inquiries via walk-ins, calls, emails and messages on social media platforms to sales.
• Providing seamless customer service from first contact point to jump day- including answering customer inquiries, obtaining jump approval for customers with special needs, managing ferry tickets and itineraries, flight manifesting and invoicing. This also includes handling customer complaints that may arise.
• Cash handling including invoicing on VEND Point of sales system- integrated with EFTPOS, banking procedures, payment reconciliations, processing supplier bills and customer refunds on Xero accounting system.
• HR and payroll management including staff rostering, employee leave management and weekly payroll processing.
• Preparation and presentation of monthly sales, marketing and operational performance dashboards to management on Smart sheets software.

Achievements

• Monthly sales target achievement for December 2019 and January 2020- surpassing the targets by over 10%
• Achieving the highest number of sales per month since the inception of the business of over 500 tandem jumps in January 2020.
• Consistency in meeting all operational efficiency KPIs such as tandems per load, and % cancelled bookings.
• Consistently maintaining 4.5 + star ratings across social media groups and other booking platforms such as Trip advisor, Get Your Guide, Expedia etc.

Meeting weekly sales targets through generation of sales from existing and new customer accounts for short and medium term loans.

• Customer account management, including assessing loan applications, and approving short- medium loan contracts up to a limit of AUD 6000.
• Providing customer service to new and existing clients- answering customer queries over the phone and via emails in a professional manner. This included customer complaint handling.
• Cash handling including petty cash, safe cash and teller cash management.
• Daily administrative tasks including generation of teller, safe, banking and customer credit reports.
• Conducting employment confirmations, residence confirmations and reference checks for new and existing loan accounts.
• Conducting store opening and closing procedures including activation of security alarms, locking safes, and general cleaning.

Achievements

• Contributed to achieving a budget surplus of AUD 18300 for the March – June 2019 period for the branch.