Yana Wordsworth
93 Lamprill Circle Herdsmans Cove,Tasmania
Summary
Proven Branch Supervisor with a track record of enhancing customer satisfaction and loyalty at JUCY Group, leveraging exceptional team management and problem-solving skills. Achieved significant improvements in operational efficiency and client retention through strategic planning and effective communication. Excelled in multitasking and relationship building, consistently exceeding performance metrics.
Overview
7
7
years of professional experience
Work History
Branch Supervisor
JUCY Group
12.2022 - Current
- Boosted customer satisfaction with attentive service and prompt resolution of issues.
- Assigned job roles and oversaw performance.
- Handled escalated customer complaints professionally while working towards swift resolutions that maintained client satisfaction levels.
- Delivered product and service quality and inspired team members to reach and maintain department goals and objectives.
- Coordinated with other departments to ensure seamless communication and efficient workflow across the organization.
- Managed daily operations for smooth functioning, ensuring a high level of productivity.
- Oversaw opening and closing of branch and monitored overdrafts, wire transfers, collections and stop payment orders.
- Oversaw branch security protocols, maintaining a safe workplace for both employees and customers alike.
- Ensured accurate record-keeping by conducting thorough audits of branch financials and reporting discrepancies in a timely manner.
- Managed maintenance of facility and grounds.
- Maintained open lines of communication between branch employees by encouraging constructive feedback loops.
- Enhanced operational efficiency through regular review of workflows, making adjustments as needed based on performance metrics.
- Improved branch efficiency by streamlining processes and implementing time-saving strategies.
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Executed extensive variety of customer transactions according to institutional policy and procedures.
- Monitored front areas so that questions could be promptly addressed.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Customer Service Representative
Tourism Holdings
10.2017 - 11.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Woodbridge Distric High
Hobart, TAS2000
Skills
- Team management
- Currency transaction management
- Customer service
- Relationship building
- Strategic planning
- Policy updates
- Sales strategies
- Phone and email etiquette
- Data entry
- Inventory management
- Multitasking and organization
- Teamwork
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Customer service management
- Handling complaints
- Office management
- Self motivation
- Professionalism
- Administrative procedures
- Scheduling
- Time management abilities
- Continuous improvement
Certification
First aid
Fire warden
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeTimeline
Branch Supervisor
JUCY Group
12.2022 - Current
Customer Service Representative
Tourism Holdings
10.2017 - 11.2022
Woodbridge Distric High
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