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.• Actively identified opportunities which contribute to a culture of Continuous Improvement and innovative thinking.

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 standards.• 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.• Increased customer engagement through our loyalty program to building stronger customer advocacy.

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.• Implemented visual merchandising campaigns and plans to support business objectives.• Completed daily compliance checks ensuring compliance to regulatory and business operational standards.

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.