ZARA NICHOLS
Berwick,VIC
Summary
A motivated and compassionate individual committed to helping others.
Overview
7
7
years of professional experience
Work History
Mental health / disability Support Worker
Self-employed
08.2021 - Current
- Utilised interpersonal communication skills to connect with a wide variety of people.
- Assisted with emotional and physical needs; making clients feel seen, heard and understood.
- Monitored client progress and provided feedback to families and treatment team members.
- Developed and implemented activities to help clients develop social and independent living skills.
Customer Experience Supervisor / Team Leader
Adore Beauty
01.2020 - 08.2021
- Supervised daily operations to maximize revenue, customer satisfaction, and team member productivity.
- Managed personal and professional growth for customer facing team members via 1-1's and performance reviews.
- Educated team on strategies for handling difficult customers and challenging situations.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and team members focused.
- Scheduled and attended meetings with internal and external stakeholders.
- Worked collaboratively with Team Leaders to implement productivity strategies - including the use of AI tools.
- Conducted interviews, hired and onboarded new CX team members.
- Handled customer complaints, diffused difficult situations and provided appropriate solutions.
Customer Service Advisor
Adore Beauty
01.2019 - 01.2020
- Maintained up to date knowledge on 200+ skincare, haircare, makeup, wellness and sexual health brands in order to educate customers.
- Responded to customer calls, emails and Live Chat to answer questions about products and services.
- Developed ongoing relationships with returning customers via a positive attitude and focus on customer satisfaction.
- Maintained above average KPI's - CSAT, number of tickets, average handling time, etc
- Gained a proficient understanding of e-commerce systems such as Zendesk, BigCommerce, Braintree, Magento, Contentful, etc
- Handled sensitive information; creating, amending and cancelling online orders, processing secure payments and refunds.
Make-up Artist
Mecca / Self-employed
07.2016 - 01.2019
- Demonstrated understanding of customer preferences and concerns to accurately recommend products and educate customers.
- Scheduled bookings for both onsite and offsite appointments,
- Kept up-to-date with industry standards, trends, and techniques to provide optimal services to every client.
- Worked consistently well under pressure and time constraints.
- Used social media platforms to promote services.
Education
Diploma -
Australian Institute of Professional Counselling
Melbourne11.2024
Certificate IV -
Academy of Makeup
South Yarra2018
VCE - 77 ATAR -
Hillcrest Christian College
Clyde North2016
Skills
- Problem Solving
- Written and verbal communication
- Conflict Resolution
- Working collaboratively
- Working under pressure
- Empathy and understanding
- Flexibility / adaptability
- Working autonomously
- Multitasking Abilities
- Social Perceptiveness
- Supervision and Leadership
References
Marie Poulos, Adore Beauty, 0411 988 316
Timeline
Mental health / disability Support Worker
Self-employed
08.2021 - Current
Customer Experience Supervisor / Team Leader
Adore Beauty
01.2020 - 08.2021
Customer Service Advisor
Adore Beauty
01.2019 - 01.2020
Make-up Artist
Mecca / Self-employed
07.2016 - 01.2019
Diploma -
Australian Institute of Professional Counselling
Certificate IV -
Academy of Makeup
VCE - 77 ATAR -
Hillcrest Christian College