NADIA VELLA
Valley View Kercem Road Kercem Gozo
Summary
Energetic and reliable Melita Ltd Assistant Manager skilled at working with diverse groups of people. Strong track record of motivating teams to achieve project goals. Expert at administrative processes and office procedures. Results-focused and proactive in planning day-to-day operations and solving service issues. Offers advanced abilities in tackling issues impacting team and business success. Excels at managing team and personal time to consistently exceed expectations. Motivated Assistant Manager with 6 years of progressive experience. Energetic self-starter and team builder. Navigates high-stress situations and achieves goals on time and under budget.
Overview
27
27
years of professional experience
Work History
Melita Retail Outlet Gozo Team Lead
MELITA LTD
06.2023 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
- Trained new team members by relaying information on company procedures and safety requirements.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Assisted in recruitment to build team of top performers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Educated staff on organizational mission and goals to help employees achieve success.
Assistant Manager
MELITA LTD
09.2017 - 06.2023
- Trained and helped less experienced staff manage workloads and assignments, facilitating fulfilment of organisational objectives.
- Implemented strict quality standards for consistent company representation across multiple channels.
- Helped less experienced staff manage daily assignments.
- Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivizing staff to continually achieve and exceed expectation.
- Maintained positive, professional working environment to optimize staff and customer satisfaction.
- Established monthly goals, communicating priorities to staff and closely tracking progress to achieve success.
- Helped senior management plan and carry out daily operations and meet key objectives.
- Drove sales and controlled costs to support revenue and profitability targets.
- Protected and enhanced company reputation, promoting mission and values in all professional interactions.
- Employed outstanding communication and relationship-building abilities to lead by example in providing first-class customer care.
- Supervised and delegated tasks to employees to meet key productivity targets.
- Oversaw employee recognition programme to encourage professional development and high performance.
- stocktake ,money handling
Customer Advisor
Melita LTD
08.2010 - 06.2017
- Maintained excellent team relationships by proactively helping colleagues solve complex customer complaints, issues and requests.
- Addressed customer service enquires quickly and accurately.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
- Upheld privacy and security requirements established by national legislation.
- Built rapport with customers through courteous and professional communications.
- Processed cash and card payments during busy shopping periods, limiting customer wait times.
- Built long-lasting customer relationships by providing helpful, informative and attentive customer service.
- Provided useful and helpful information to customers on product specifications and technical details.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Input customer information, call notes and personal data onto internal database.
- Resolved customer queries over phone and by email.
- Helped customers by knowledgeably answering enquiries regarding product placement, details and availability.
- Successfully managed customer issues with effective and efficient solutions.
- Managed cash and till operations such as refunds, purchases and item scanning.
- Helped customers feel valued and appreciated by going the extra mile to answer questions.
- Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
Sales Assistant
KARINA HOLDINGS LTD
01.2007 - 07.2010
- Assisted customers with prompt and polite support in-person and via telephone.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Helped customers locate products and checked store system for merchandise at other sites.
- Coordinated logistics and catering for meetings and sales events.
- Created inviting environment for customers by maintaining store organization and cleanliness.
Sales Assistant
PROLINE LTD
03.1997 - 12.2022
- Helped customers locate products and checked store system for merchandise at other sites.
- Fielded customer questions to share information about products, availability, and pricing.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Assisted customers with prompt and polite support in-person and via telephone.
- Was responsible of the overall up keeping of the outlet as I was working by myself.
Education
LEVEL 3 -
PRIMARY-SECONDARY
Skills
- Customer rapport
- Product and service knowledge
- Invoicing
- Outstanding customer service
- General office administration
- Customer relationship building
- Active listening
- Administrative support
- Microsoft Excel
- Cost Control
- overall daily Branch deposits
- Credit and Cash Transactions
- Cash Counting Machine Operations
Melita Ltd internal courses
•Customer support
•Retail sales training
•Communicate customer expectations
• Selling Strategies and Interacting with Customers
•Retail Management
•Leadership training
•Effective leadership training with Alex Falzon
•Agile leadership and management
•Leadership development program
•microsoft XL training
Additional Information
I Have attended several courses during these past years to always improve in my Role.
Timeline
Melita Retail Outlet Gozo Team Lead
MELITA LTD
06.2023 - Current
Assistant Manager
MELITA LTD
09.2017 - 06.2023
Customer Advisor
Melita LTD
08.2010 - 06.2017
Sales Assistant
KARINA HOLDINGS LTD
01.2007 - 07.2010
Sales Assistant
PROLINE LTD
03.1997 - 12.2022
LEVEL 3 -
PRIMARY-SECONDARY
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