Devina Mckay
Katikati,BOP
Summary
Dynamic Team Manager with a proven track record at Woolworths, excelling in customer service and staff development. Expert in employee scheduling and fostering teamwork, I implemented training programs that enhanced service quality and boosted team morale. Committed to continuous improvement, I effectively addressed customer concerns, driving satisfaction and loyalty.
Overview
22
22
years of professional experience
Work History
Team Manager
Woolworths
Katikati, BOP
11.2025 - Current
- Directed team efforts to achieve operational targets and uphold exceptional customer service standards.
- Designed and implemented training programs to elevate team skills and optimize service delivery.
- Executed process enhancements to optimize daily operational efficiency.
- Oversaw inventory management to maintain optimal stock levels and minimize waste.
- Optimized staff scheduling to align with peak business hours and operational requirements.
- Addressed customer complaints with efficiency, fostering improved satisfaction levels.
- Optimized team productivity through strategic task delegation and effective time management techniques.
- Facilitated collaboration among cross-functional departments to enhance alignment towards shared goals and objectives.
- Monitored daily operations and enforced adherence to company policies and industry regulations.
- Assessed employee performance and mentored team members to enhance work quality and boost motivation.
- Enhanced team morale through recognition and rewards for exceptional performance.
- Spearheaded cross-departmental coordination to align team objectives with company strategy.
- Cultivated a culture of continuous improvement by empowering team members to actively seek professional development opportunities.
- Established knowledge-sharing platform to enhance information accessibility and promote best practices among team members.
- Mentored junior team members to enhance skills and boost confidence in their roles.
- Assisted in setting team priorities. Supported schedule maintenance. Monitored team performance to ensure alignment with goals.
- Exhibited professionalism by remaining composed while addressing dissatisfied or irate customers.
- Spearheaded recruitment, interviewing, and hiring processes while establishing a mentoring program to enhance employee engagement.
- Cultivated positive customer relations by proactively addressing issues and executing effective corrective measures.
- Optimized staffing efficiency by designing employee schedules and overseeing call-out management.
Customer Service Manager
Woolworths
Tauranga, BOP
09.2004 - 11.2025
- Oversaw customer inquiries and efficiently resolved issues to enhance satisfaction.
- Designed and executed comprehensive training programs to enhance staff capabilities.
- Evaluated customer feedback to uncover trends and enhance service quality.
- Facilitated collaboration among cross-functional teams to enhance operational efficiency.
- Directed daily operations to ensure compliance with company policies and procedures.
- Guided team members to cultivate a culture of continuous improvement and support.
- Addressed customer complaints to enhance satisfaction and foster loyalty.
- Managed customer issues by overseeing resolution processes from initiation to completion.
- Led a team of customer service representatives to cultivate a positive work environment emphasizing teamwork and collaboration.
- Oversaw employee performance evaluations to identify training requirements and establish targeted plans for reducing process delays.
- Facilitated resolution of pricing inquiries, inventory availability, and modifications to existing orders and shipping details.
- Enhanced customer satisfaction by developing and implementing comprehensive training programs for support staff.
- Mitigated customer complaints by proactively identifying and resolving recurring issues.
Education
Certificate - Manager’s Certification Liquor
NSF
Online 11.2004
Skills
Customer focus
Employee scheduling
Influencing skills
Staff development
Succession planning
Recruitment support
HSE requirements
Employee engagement
Team leadership
Teamwork and collaboration
Training and development
Staff training
Customer service
Schedule management
Multitasking
Shift scheduling
Excellent communication
Onboarding and orientation
Positive attitude
Teamwork
Reliability
Effective communication
Timeline
Team Manager
Woolworths
11.2025 - Current
Customer Service Manager
Woolworths
09.2004 - 11.2025
Certificate - Manager’s Certification Liquor
NSF