Yuri Suphap
Wahroonga,NSW
Summary
Results-oriented Customer Service Manager with over seven years of experience in overseeing post-sales activities, driving customer satisfaction, and maximizing revenue opportunities. Skilled in team leadership, process implementation, and cultivating strong client relationships to ensure long-term business success.
Overview
15
15
years of professional experience
Work History
Product Care Associate Manager
GUCCI Head Office
05.2021 - 06.2024
- Lead 14 specialists to enhance customer satisfaction and operational efficiency, achieving measurable improvements.
- Implemented data-driven spare part inventory management, optimizing stock levels and reducing discrepancies.
- Established KPIs to track departmental efficiency, resulting in significant performance gains.
- Fostered cross-functional partnerships to improve product quality, leveraging customer feedback for targeted enhancements.
- Partner with cross-functional teams to leverage customer insights, driving product improvements and enhancing overall quality across the product lifecycle.
- Establish and track key performance indicators, spearheading measurable improvements in team efficiency and elevating service delivery standards.
- Develop comprehensive product care guidelines and training materials, ensuring consistent, high-quality customer support across all brand touchpoints.
- Analyze customer feedback to drive targeted product enhancements, fostering cross-functional collaboration for continuous quality improvement.
- Optimize spare part inventory through data-driven management, significantly reducing stock discrepancies and improving operational efficiency.
- Develop and implement KPIs to track departmental performance, driving measurable improvements in team efficiency and service quality.
Product Care Associate
GUCCI Head Office
05.2017 - 04.2021
- Operations Management of the Client Service/After Sales, preparing performance reports and presenting this senior leadership
- Managing quality alerts and the functioning of the After Sales Department for all Boutiques and adhering to the service level agreement
- Establishment of various repair KPI reporting and communication on quality issues/concerns both internally and internationally
- Manage the After Sales ordering of spare part inventory, forecasting of spare parts, monitoring spare part inventory & stock discrepancies
- Working alongside the Global and Regional After Sales Service Departments and the Client Care Community to ensure best practice and achieve aligned service levels
- Directly handle escalated Client complaint cases and sensitive enquiries and support the Client Service Specialist in liaising with cross-functional partners to determine best outcome
- Conducting training build knowledge and skills of the After Sales Department for all Boutiques
Senior Sales Associate
GUCCI – Sydney Flagship Boutique
05.2015 - 06.2017
- Always ensure delivery of the highest standards of client service according to Gucci standards
- Achieve assigned sales and productivity goals, work with management to enhance and develop business
- Styling advice (including ready-to-wear, leather goods, timepieces, fine Jewellery as well as accessories
- Maintain consistent follow-up with our VIP
- Possess a thorough knowledge of all systems relate to customer service including POS & fashion intranet
- Assist management with all client service and administrative tasks such as weekly/monthly report as needed
Men’s suits and Sportswear – Sales Consultant
HUGO BOSS – David Jones Concession
01.2014 - 01.2015
- Greeting and welcoming all potential and existing customers to the store
- Matching the customer’s needs to the right product
- Working as part of sales team providing excellent customer service
- Excellent product knowledge
- Dealing with and resolving customer complaints and concerns
- Building a great rapport with customers
- Adherence to all company policies and procedures
- Maintaining very high merchandising standards
- Analyzing sales statistics and determining sales potential and inventory requirements
Women apparel, Shoes, and Accessories – Store Manager
WITCHERY – David Jones Concession
01.2012 - 01.2014
- Providing excellent customer service
- Assisting and guiding customer for needs such as styling and clothes fitting
- Arranging store merchandise by following VM guideline
- Maintain hygiene and cleanliness of the store by following OH&S
- Receiving of stocks and stock entry
- Coaching and managing staff to the best of my ability
- Attend meetings
- Maintaining daily planner which includes promotions, tasks, and daily figures
- Record daily balance at the end of shift
- Knowledge of KPI daily
- Resolving customer disputes in an appropriate manner
Women apparel, Shoes and Accessories – Sales Assistant
David Jones
01.2009 - 01.2012
- Adherence to policies and procedures to ensure high degree of customer service excellence
- Follow through with all customer requests and complaints
- Provide accurate information about merchandise and services offered
- Actively participate in exceeding the store’s seasonal budget
- Ensure housekeeping standards are in accordance with company policies and procedures
- Assist in minimization of shrinkage within the store
Education
Certificate III in Retail -
Year 12 -
Marsden High School
01.2005
Year 10 School Certificate -
St. Ives High School
01.2005
Skills
- Excellent leadership and team management abilities
- Strong problem-solving and decision-making skills
- Exceptional communication and interpersonal skills
- Deep understanding of post-sales processes and customer service principles
- Proficient in performance analysis to identify areas for client enhancement and improvement
- Exceptional ability to multitask, with highly developed organizational skills, a strong commitment, and a professional demeanor
- Demonstrated extensive knowledge of all products
- Capable of working effectively with minimal supervision
Timeline
Product Care Associate Manager
GUCCI Head Office
05.2021 - 06.2024
Product Care Associate
GUCCI Head Office
05.2017 - 04.2021
Senior Sales Associate
GUCCI – Sydney Flagship Boutique
05.2015 - 06.2017
Men’s suits and Sportswear – Sales Consultant
HUGO BOSS – David Jones Concession
01.2014 - 01.2015
Women apparel, Shoes, and Accessories – Store Manager
WITCHERY – David Jones Concession
01.2012 - 01.2014
Women apparel, Shoes and Accessories – Sales Assistant
David Jones
01.2009 - 01.2012
Certificate III in Retail -
Year 12 -
Marsden High School
Year 10 School Certificate -
St. Ives High School