Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

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
Melbourne
11.2024

Certificate IV -

Academy of Makeup
South Yarra
2018

VCE - 77 ATAR -

Hillcrest Christian College
Clyde North
2016

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

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ZARA NICHOLS