Nicholas Lewis Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

• Maintain an elevated level of professionalism supporting strong customer relationships.
• Confidently assist with a range of enquiries including account management, vehicle tag and trip information, and rental account agreements across a variety of retail brands, though inbound/outbound phone, and email.
• Educate customers on product options articulating the value proposition in line with their needs.
• Coordinated more complex enquiries, consulting with external business partners to investigate and reconcile discrepancies.
• Consistently exceed NPS, compliance and quality assurance metrics
• Confidently navigate / operate complex CRM tools ensuring accurate data management.

Melbourne, Victoria, Australia

• Mentored and developed the team to exceed performance metrics in a fast paced constantly evolving environment.
• Coached team members to exceed customer expectations, implement feedback and embed service standards that deliver consistent and efficient interactions. Whilst maintaining a culture that valued health and safety.
• Actively mentored the team members to manage disputes, maintain consistent customer focused experiences in an extremely fast paced environment.
• Maintained strict department financial controls, reported performance directly to senior leaders and effectively implemented strategies to streamline operational performance.
• Recruitment and performance management including reviews and support of individual development plans.
• Managed department resource planning including rostering, contingency and succession planning for a team >45 colleagues.

Various Locations In Sydney / Melbourne.

• Led the retail and pharmacy teams to deliver exceptional customer experience that drove customer loyalty and increased take up of the loyalty program.
• Provided effective leadership across multiple sites to implement and deliver the brands customer service ethos. These included Pitt St, flagship George St, and Lane Cove, Sydney.
• Relocated to Prahran, Melbourne (Jul 2020 to Apr 2021) during the COVID lockdown to oversee the store during a challenging period. Providing support to the community whilst mitigating risk to our frontline team.
• Managed operational budgets including wages whilst exceeding key performance metrics on sales, units per transaction and customer satisfaction.
• Implement sales strategies maximising sales and reducing shrinkage through a strong understanding of financial reports, ensuring profitable store operations.
• All aspects of people management including coaching and mentoring, recruitment, performance management and succession planning.

Leichhardt, Sydney

As the Store Manager, I led a team to create a customer-centric environment that outperformed business metrics. I actively supported team development for cross-selling, reduced shrinkage through stock control, and conducted recruitment and performance management for team members.

Wynyard, Sydney

Led a team to ensure smooth operation of a high-volume Service department, mentoring frontline staff for consistent customer experiences. Implemented stakeholder feedback to enhance satisfaction and performance indicators. Managed department rostering and recruitment for a team of over 20 colleagues.

Katoomba, NSW

In my role as Assistant Customer Service Manager, I provided high-quality customer service, resolved disputes proactively, and supported the Customer Service Manager in daily operations. I drove customer engagement through loyalty programs and managed stock control to minimize shrinkage of high-value products.