Victoria Ellul
189 The Oaks Apt. 16 Triq Il-Bazilika Mosta
Summary
Dynamic leader with proven expertise in team motivation and organizational skills both at GO and Burger King. Excelled in enhancing customer satisfaction and team productivity through effective leadership and multitasking. Skilled in computer proficiency and fostering positive environments, achieving significant improvements in team performance and customer service.
Overview
20
20
years of professional experience
Work History
Retail Team Leader
GO
Malta
11.2009 - Current
- Conducted regular performance evaluations of team members, offering constructive feedback and coaching for improvement as necessary during 1-1's and team meetings.
- Enhanced team productivity by implementing efficient scheduling of all duties and task delegation strategies.
- Fostered a positive work environment within Sales Support team by promoting teamwork and recognizing individual achievements.
- Assisted in the recruitment process by interviewing internal & external candidates, identifying top talent & the right individuals for open positions within the Sales Support team.
- Demonstrated strong leadership skills, setting an example for professionalism and dedication that inspired my team members to consistently strive for excellence in their roles.
- Contributed to ongoing improvement efforts by analyzing internal processes regularly and suggesting areas for potential enhancement within the Sales Support team.
- Boosted customer satisfaction by providing exceptional service and promptly addressing concerns of our customers.
- Listened to customer needs and desires to identify and recommend optimal products for their required needs.
Retail - Sales & Customer Care Agent
GO
Malta
11.2007 - 11.2009
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level teams.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering loyalty.
- Built positive rapport with clients, resulting in increased customer loyalty and positive feedback to the retail team.
- Maintained up-to-date knowledge of new products and services to effectively assist customers with their needs.
- Enhanced customer satisfaction by addressing their queries and resolving their issues promptly and professionally.
- Participated in regular team meetings designed to evaluate our current processes, share ideas for improvement, and celebrate successes achieved within the Commercial team.
- Contributed towards a positive working environment by actively supporting my retail colleagues during busy periods or when faced with challenging situations at the outlet.
- Helped large volume of customers every day with positive attitude and always focused on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving as much as possible.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with our customers about pending & resolved issues to maintain high standards of customer care service.
- Maintained up-to-date knowledge of product and service changes.
- Educated our customers about our billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Trained new personnel within the retail team regarding company operations, policies, products and services.
Service Expert
Burger King
Malta
01.2005 - 12.2012
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally at all times.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
- Utilized variety of equipment and test equipment to troubleshoot and diagnose equipment malfunctions.
Education
Highest Education Level -
Junior College
MaltaSkills
- Team motivation
- Friendly and helpful
- Honest and dependable
- Reliable and responsible
- Multitasking
- Adaptable and flexible
- Organizational skills
- Team leadership
- Detail-oriented
- Product knowledge
- Documentation and reporting
- Computer proficiency and Microsoft office
Timeline
Retail Team Leader
GO
11.2009 - Current
Retail - Sales & Customer Care Agent
GO
11.2007 - 11.2009
Service Expert
Burger King
01.2005 - 12.2012
Highest Education Level -
Junior College