Zara Zillfleisch
Summary
Dynamic Department Manager with a proven track record in enhancing customer satisfaction and team productivity. Skilled in conflict resolution and workload management, I successfully implemented efficient processes and coached team members, resulting in improved performance and motivation. Passionate about fostering a positive work environment and achieving strategic objectives.
Retail professional with robust background in elevating sales performance and delivering exceptional customer service. Known for collaborative approach and adaptability in dynamic retail environments. Skilled in inventory management and customer engagement, consistently achieving sales targets.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Team Leader
Coles Group
04.2025 - Current
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Department Manager
Spotlight Stores
02.2020 - 04.2025
- Extensive knowledge in Manchester/Home Decor
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Fulfilled customers online orders.
- Coached and mentored team members to achieve professional growth and improved performance.
- Organised and balanced multiple priorities within fast-paced environment.
- Described product and service details to VIP customers to provide information on benefits and discounts.
Member Engagement Consultant
RACQ
05.2019 - 10.2019
- Gained a Letter of Authorisation to provide Financial Services for RACQ INSURANCE LIMITED.
- Selling Home and Contents Insurance, Comprehensive Motor Vehicle Insurance, Third Party Motor Vehicle Insurance, Third Party Fire/Theft Insurance.
- Selling Roadside Assistance and trained in RACQ Member benefits.
- 60% answering phone calls to assist the network.
- 40% face to face interactions.
- Compulsory Third Party Liability Insurance.
- Contributed to sales growth by upselling products and services based on individual member requirements.
- Knowledge of KPI's.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Enhanced member satisfaction by promptly addressing concerns and providing accurate information.
- Maintained up-to-date knowledge of product and service changes.
- Educated members about billing, payment processing and support policies and procedures.
Assistant Manager
Cosmetics Plus
03.2018 - 03.2019
- TAFE Certificated in Maintaining Infection Prevention for skin penetration treatments.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organised store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completing staff rosters to adhere to wage budget and approved timesheets.
Education
High School Diploma -
Mirani State High School
Mirani, QLD11-2016
Skills
- Customer focus
- Workload management
- Motivational skills
- Influencing skills
- Call centre experience
- Computer proficiency
- Conflict resolution
- Payment processing
- Scheduling
- Microsoft outlook
- Product knowledge
- Appointment scheduling
- Team development
Certification
- First Aid
Timeline
Team Leader
Coles Group
04.2025 - Current
Department Manager
Spotlight Stores
02.2020 - 04.2025
Member Engagement Consultant
RACQ
05.2019 - 10.2019
Assistant Manager
Cosmetics Plus
03.2018 - 03.2019
High School Diploma -
Mirani State High School
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