Experience

Catholic Cemeteries & Crematoria

• Australia
• Non-profit Organizations
• 1 - 100 Employee

• Client Service Supervisor

  • Jan 2020 - Present



M3 Logistics Pty Ltd

• Australia
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• National Customer Experience Manager

  • Apr 2019 - Sep 2019

  The National Customer Service Manager is responsible for the development and execution of the National Customer Service Strategy for all M3 Logistics clients to ensure service levels are met in line with customer KPIs / SLAs. This position is responsible for the successful management of a team of highly talented and professional Customer Service experts nationally. The National Customer Service Manager is responsible for the development and execution of the National Customer Service Strategy for all M3 Logistics clients to ensure service levels are met in line with customer KPIs / SLAs. This position is responsible for the successful management of a team of highly talented and professional Customer Service experts nationally.



Toll Group

• Australia
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• State Customer Service Manager

  • Dec 2012 - Mar 2019

• NSW/ACT Customer Service Manager

  • Dec 2012 - Mar 2019

  To lead the company's Customer Service Department within a defined State in order to deliver service excellence to our customers. Contribute as a team player to the State and National goals of Toll IPEC. Key aspects of the role include overseeing the management of customer inquiries assigned to the region, developing corrective actions where service failures occur, auditing service levels and driving service standards. • Contribute as a member of the State Management Team, focusing particularly on proactive service improvement and the provision of freight information to customers• Liaise closely with the National Contact Centre to ensure required customer service investigations are completed in a timely manner • Ensure resources are sufficient to provide customers with quick responses and service excellence• Foster a spirit of teamwork and co-operation within the department and between my department and other parts of the business• Ensure equipment and systems are maintained effectively; i.e. telephones, PC work stations, Project Unite, imaging systems, barcode printers and scanners• Conduct regular audits of service performance including scanning and POD’s• Identify recurrent service issues based on investigation data and assist customers and operations in resolving problems and preventing future recurrence• Provide effective training and coaching to individual staff in the department • Ensure regular performance reviews will all staff• Communicate with employees to keep them up to date with issues that may effect service provision • Prepare Service KPI’s in-line with State and National requirements• Visit both existing and potential customers in order to reinforce and demonstrate Toll's commitment to the highest levels of customer service• Work closely with customers to improve interfaces between their systems and Toll's processes• Undertake various projects as defined by management from time to time



Screencom Australia

• Sales Support

  • Nov 2011 - Dec 2012

  Overview: Screencom is a newly started branch in NSW. The head office is located in Dandenong VIC. Screencom Australia is a leading supplier of Large format 85" & 103" Plasma monitors and video walls for use at events and exhibitions. Total time at Screencom: 10 months (Subcontractor; Provide setup and installation of displays at conferences, TV studios, corporate customers and associated industries. Assist with stock movements incoming and outgoing from the warehouse. Liaise with customers on equipment and accessory requirements. Transport stock between Sydney/Melbourne using the companies 4.5 tonne truck. Supply itemised tax invoices to customers. Maintain excellent customer relations with customers. Assist in customer's technical issues.



Nikon Australia Pty Ltd

• Australia
• Consumer Electronics
• 1 - 100 Employee

• Customer Service Manager

  • Mar 2009 - Jul 2011

  Overall management of customer service administration staff. · Overall Management of Sales Administration staff both in Sydney and Melbourne offices. · Plan and allocate work for the team including monitoring team performance and team training. · Ensure that all customers' requests are met in the most professional and efficient manner; · Represent the company overseas in meetings customer service/spare parts; · Resolve all requests made by retail accounts regarding the return of faulty merchandise (return authorities, reverse logistics); · Draft job vacancy advertisements;· Employ and train new staff as required; · Implement new/improved system as required including the update of incoming publications, circulate publications, Identify information source(s) inside and outside the company; · Trained Fire Warden and First Aider; · Resolve all consumer related issues; · Monitor and liaise with logistics carrier for reverse logistic collections and deliveries; · Maintain stock for all refurbished products; · Create monthly price list for refurbished products and coordinate all sales. · Provide reports monthly, bi-annually and annually; · Maintain stock movement for incoming and outgoing service freight; · Perform periodical stock takes for all service warehouse locations; · Liaise with internal customers (Sales and Accounts divisions) to ensure all requirements are met in a timely manner.



Kenwood Electronics Australia P/L

• Service & Logistics Manager

  • Oct 2003 - Nov 2008

  Overall management of service administration staff;· Overall management of the logistics division;· Plan and allocate work for the team including monitoring team performance and team training;· Ensure that all customers' requests are met in the most professional and efficient manner;· Monitor and control all spare parts logistics;· Represent the company overseas in meetings for OEM and service/spare parts;· Resolve all requests made by retail accounts regarding the return of faulty merchandise (return authorities, reverse logistics);· Draft job vacancy advertisements;· Employ and train new staff as required;· Implement new/improved systems as required including the update of incoming publications, circulate publications, Identify information source(s) inside and outside the company;· Member of OH&S;· Sales and support representative for OEM clients;· In charge of all IP concerns;· Resolve all consumer related issues;· Monitor and liaise with logistics carrier for reverse logistic collections and deliveries;· Maintain stock for all refurbished products;· Provide reports monthly, bi-annually and annually

• Customer Service Supervisor

  • Apr 2000 - Sep 2003

  Day to day supervision of service administration staff;· Ensure that all customer requests are met in the most professional and efficient manner;· Resolve all requests made by retail accounts regarding the return of faulty merchandise (return authorities);· Employ and train new staff as required;· Any other tasks as directed by the Service Manager.

• Warehouse Supervisor

  • Mar 1999 - Apr 2000

  Day to day supervision of operations within the warehouse;· Monthly and yearly stock takes;· Ensure the shipping of all stock nationally via external courier services;· Resolve all requests made by retail accounts regarding the return of faulty · Any other tasks as directed by the operations manager.

• Sales Order Desk Supervisor

  • Sep 1998 - Mar 1999

  Oversee the processing of all sales orders nationally;· Ensure the invoicing of all shipped orders daily;· Resolve all requests made by retail accounts regarding the return of faulty merchandise (return authorities);· Any other tasks as directed by the Product Manager

• Customer Service Coordinator

  • Apr 1998 - Sep 1998

  Coordinate all service issues experienced by customers to ensure a quick and efficient solution;· Respond to written requests from customers;· Authorise extended warranties where applicable;· Oversee the general operations of the service tracking system;· Any other tasks as directed by the Service Manager.

• NSW Sales Representative Home/Car Hifi

  • Mar 1996 - Mar 1998

  Manage sales accounts for the northern NSW and Sydney metro area;· Provide product training for dealers as required;· Assist at Kenwood product stands for both home and car Hifi (home shows, sound offs);· Provide monthly and trip reports to advise the current performance against the previous performance, showing how the market has affected business both positively and negatively;· Maintain and exceed budgets as set by the National Sales Manager.

• Sales order administrator

  • Feb 1996 - Mar 1996

  Process all orders for home audio nationally;· Ensure that all shipped orders are invoiced on a daily basis;· Liaise with warehouse to ensure that any 'must ship orders' are treated as such;· Maintain sales order records for use by all sales staff.

• Service Clerk

  • Dec 1995 - Feb 1996

  Ensure that all units received are booked into the service tracking system;· Maintain status of all units during the different stages of repair - i.e. waiting parts, quote, completed, collected/shipped;· Provide proof of return for warranty repairs returned via couriers;· Provide customer support for all service enquires;· Assist with spare part enquires.