Experience

Residentia Group

• Australia
• Wholesale
• 1 - 100 Employee

• Head Of AfterSales

  • Feb 2022 - Present



JURA Australia Espresso Pty Ltd

• Australia
• Consumer Electronics
• 1 - 100 Employee

• Aftersales Manager - CFO

  • Jun 2015 - Sep 2021

  I lead and manage all aftersales teams including 3rd party and remote service agents to provide direction and guidance in achieving KPI targets. Establishing and maintaining strong relationships with customers, I provide consistent customer service and appropriate resolution to complex issues. I perform administrative duties consisting of daily bank closing, purchase orders, quotes and invoicing whilst ensuring all service jobs and sales orders are completed. In connection with logistics management, I optimise customer experience through strategic account management. For customer demands, I conduct predictive analysis incorporated in inventory management to guarantee adequate stock level and supplies. I also implement effective logistics management systems to guarantee smooth freight operations and movements across the metro, regional, interstate and international scenes. Other than the abovementioned, I execute demonstrations of all company products in the showroom, retail stores and events. For product reviews and level of brand awareness, I monitor company’s social media accounts on Facebook and Instagram. I prepare weekly and monthly reports to be promptly forwarded to the Operations Manager and headquarters in Europe. Show less



JURA Nederland BV

• Netherlands
• Food and Beverage Services
• 1 - 100 Employee

• Accountant

  • Sep 2015 - Jun 2016



ASKO APPLIANCES AB

• Sweden
• Manufacturing
• 100 - 200 Employee

• After Sales Support Manager

  • May 2015 - Sep 2015

  I was responsible for managing operations of after-sales teams including customer care consultants, sales administrators, service technicians and drivers. Aside from developing and implementing strategies effective for client satisfaction and high returns, I developed and optimised support and service processes, tools, and systems, and oversaw all post-sales services to ensure customer satisfaction. I directed and coordinated the customer service operation of the team to ensure customers were tended appropriately in line with set customer service standards. I also utilised SAP to facilitate post-sale management and customer relationships, as well as arranged training sessions for all staff members to sustain levels of competency and product knowledge as well as achieve KPI targets. Concerning purchased products or services, I assisted customers in resolving issues and complaints, and maintained contact with clients to obtain customer feedback regarding product/service quality. I established positive and strong relationship with customers to facilitate increase in patronage and revenue. About after sales activities, I provided periodic reports containing information to be forwarded to senior management for reference and revie Show less

• Inbound team leader

  • Jul 2013 - May 2015

  Being a Team Leader, it was necessary that I supervise performance of the support teams ensuring their work was accomplished within the scope of quality standards and prescribed timeline. Other than providing guidance in achieving KPIs, I managed a team consisting of both inbound and outbound customer service and sales consultants providing them unparalleled support by implementing methodologies to assist in skill enhancement and continuous leadership development in line with organisational goals. I thoroughly planned and drafted budgets for new business development and monthly budgets. To ensure work completion and achievement of KPIs, I maintained constant communication and coordination with service agents and technicians. I accommodated phone calls consisting of service enquiries and concerns from customers, and provided appropriate resolutions; otherwise, escalated calls inaccordance with set procedures. I also provided expert resolutions of various conflicts, issues and concerns to improve customer satisfaction. Show less



Avem Pty Ltd

• Melbourne, Australia

• Customer Service Specialist

  • Apr 2007 - Jan 2013

  As part of customer service, I employed expertise in customer service in relating with clients, acquiring in-depth understanding of their needs and providing appropriate solutions. I established and maintained active engagements as well as facilitated constant communication with prospective clients. Not only did I carefully arrange business itineraries, travel arrangements, conferences, meetings and social functions, but also provide assistance to directors as well as full support to the team members. I entered, whilst checking information, into the database system and created purchase orders, maintained records and updated database in the system. Aside from maintaining updated and accurate records of budget and accounts, I managed and reconciled cash and credit card payments, as well as prepared purchase orders and forwarded to vendors for supplies. Show less