Clara Alexander
Auckland,AUK
Summary
Results-driven Shift Manager with extensive experience in team leadership and exceptional customer service. Demonstrated success in staff training, scheduling, and inventory management to optimize operational efficiency. Recognized for maintaining high-quality standards and implementing effective processes that boost productivity.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Inland revenue
Auckland, Manukau
10.2023 - 03.2024
- Developed positive relationships with customers through friendly interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted available products and services to customers during service, account management and order calls.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Answered inbound calls, chats and emails to facilitate customer service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Conducted regular follow-up calls with customers after resolving their issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed strong relationships with customers by providing personalized assistance and support.
- Updated databases with new and modified customer data.
- Developed strong customer relationships to encourage repeat business.
- Answered customer inquiries via phone, email, and chat.
- Maintained updated knowledge through continuing education and advanced training.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Shift Manager
McDonald's
Auckland, Stoddard Road
02.2022 - 08.2023
- Reported employee behavioral issues, losses and customer complaints to upper-level management.
- Ensured compliance with food safety regulations and quality standards.
- Kept records of employees' attendance and working hours for accurate calculation of billable cycle.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Directed and led employees and team members on effective operations, methods and procedures.
- Taught staff upselling techniques to meet revenue targets.
- Prepared detailed incident reports following any incidents that occurred during shifts.
- Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.
- Planned and developed new operation processes to innovate and stay competitive.
- Maintained cleanliness and organization of work area.
- Resolved conflicts between employees or customers in a professional manner.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Performed regular price checks to ensure accuracy in pricing throughout the store.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Trained new employees on company policies, procedures, and job responsibilities.
- Recommended opportunities for growth and advancement to motivate employees.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Helped employees accomplish tasks during peak periods.
- Managed the scheduling of staff shifts to ensure adequate coverage at all times.
- Provided coaching and guidance to team members when necessary to improve performance.
- Conducted daily shift meetings to review sales goals, safety issues, promotions, and other topics.
- Completed day-to-day duties accurately and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
Some College (No Degree) -
Lynfield College
Mount RoskillBachelor If Counselling - Christian Counselling
Laidlaw College
Henderson, NZSkills
- Customer service
- Conflict resolution
- Team leadership
- Inventory management
- Effective Sales Strategies
- Customer relationship management
- Time management
- Employee Skill Enhancement
- Effective Problem Resolution
- Effective communication
- Prioritization
- Adaptability
- Creative problem solving
- Call center operations
- Stress management
- Refund management
- Strong teamwork
- Complaint handling
- Store maintenance
- Critical thinking
Affiliations
- Baking
- Cooking
- Crafting
- Serving at Life Central Church Community
Accomplishments
- Senior Academic Award Level 2 English for Academic Purposes (2020)
- Senior Academic Award in Level 1 English Further Studies (2019)
- Senior Academic Award in Level 1 Science Foundation (2019)
Languages
Engllish
Professional
Sinhala
Full Professional
Tamil
Limited
Certification
- New Zealand Full Driver's License
References
References available upon request.
Timeline
Customer Service Representative
Inland revenue
10.2023 - 03.2024
Shift Manager
McDonald's
02.2022 - 08.2023
Some College (No Degree) -
Lynfield College
Bachelor If Counselling - Christian Counselling
Laidlaw College
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