Experience

KWB Group

• Manufacturing
• 1 - 100 Employee

• Customer Service Specialist

  • Dec 2014 - Present

  Customer service specialist

• Customer Service Manager

  • Jul 2014 - Present

  - Customer scheduling of trades, kitchen installs and kitchen rip outs- Assist customer with kitchen warranty claims, complaints and escalations - Booking and overseeing company deliveries of kitchens to customers- Coordinate lead time from manufacturer / factory to the customer, ensuring enough lead time for install and optimise installer capacity to ensure no installer downtime or empty spots- Effective booking of kitchen installers to ensure 100% booking capacity for the business- Ensure job budget and forecasting is accurate and maintained for finance director - Reporting to ensure install numbers are achieved on kitchen installs and warranty claims and adjust future forecasts - Maintain call queues jumping in to help over teams such as inbound sales- Manage roasting of scheduling staff- Cross training staff and writing process manuals to help new starters hit the ground running - Working with outside software vendors in improving internal database (for reporting) and internal CRM (My Kitchen Link and My Wardrobe Link) design to improve customer experience - Helped designed efficient workforce planning software for kitchen installers to take math work out of kitchen manufacturing to customer lead times Show less



Smart Service Queensland

• Customer Service at SSQ-Health

  • Nov 2014 - Jan 2015

  • To professionally & efficiently provide a high level of service to all internal and external customers • Providing a high level of service in regards to phone performance • Trained in Customer Support using Caboodle (SSQ Data Base) • Trained in Qld Health Patients Data Base • To professionally & efficiently provide a high level of service to all internal and external customers • Providing a high level of service in regards to phone performance • Trained in Customer Support using Caboodle (SSQ Data Base) • Trained in Qld Health Patients Data Base



BLA

• Canada
• Government Administration
• 1 - 100 Employee

• Customer Service

  • Apr 2014 - Nov 2014

  • To professionally & efficiently provide a high level of service to all internal and external customers • Providing a high level of service in regards to phone performance, administration tasks and attention to detail in all system operations and responsibilities • Manage phone call and email enquiries • Maintaining a high level of speed, accuracy and attention to detail, complete all order entries as directed, including all “Order Acknowledgement” and “Back Order processes” • Maintain an accurate and up to date filing system and ensure all required administration tasks are carried out as per company policy • Ensure all system administration is completed accurately Show less



Recochem Inc.

• Canada
• Manufacturing
• 200 - 300 Employee

• Customer Service Industrial

  • Sep 2011 - Apr 2014

  • Respond to requests for assistance or advice from Customer Service and Sales Representatives. • Enter in customer orders using the AS400 (computer data base / CRM) • Manage phone call and email enquiries • Manage key Clients and accounts • Forecast client needs by analysing buying patterns • Maintain daily Industrial operations and work closely with various teams to ensure efficient running of the business • Train new Industrial team members in the daily running of the business Show less



Mindpearl

• South Africa
• Outsourcing/Offshoring
• 500 - 600 Employee

• V Australia

  • Dec 2006 - 2010

  • Schedule, develop, deliver and evaluate training programs • Coach and mentor knowledge and skills development of Customer Service Sales Representatives. • Deliver a high level of customer service and sales • Up-sell with additional products/services and with call transfer • Complete administrational work relating to servicing a booking (i.e. faxes, e-mails, queues) • Maintain a high level of knowledge of client markets, products and services using the intranet, printed material and computer system. • Maintain efficient control of queues. • Deal with customer complaints in a professional manner. • Adhere to Mind Pearl and client policies, procedures, culture and values. • Adhere to changes in work processes and demonstrate initiative in identifying opportunities for improvement to work processes. Show less



Bunnings

• Australia
• Retail
• 700 & Above Employee

• Customer Service Night Manager/Grade 3 food and beverage attendant

  • 2002 - 2006

  • General cash handling in cash, Eft-Pos, cheque or account form • Opening and closing of the store • Undertook B’Safe and fire warden training • Acting day manager when necessary • Rostering and wage management • Management of customer account audits • Reception, switchboard and stocktake training • Undertaking of general waiting duties of either food or beverage • General cleaning including tables, restaurant facilities and equipment • General cash handling in cash, Eft-Pos, cheque or account form • Opening and closing of the store • Undertook B’Safe and fire warden training • Acting day manager when necessary • Rostering and wage management • Management of customer account audits • Reception, switchboard and stocktake training • Undertaking of general waiting duties of either food or beverage • General cleaning including tables, restaurant facilities and equipment