emma stephens - resume
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NAME Emma Stephens
ADDRESS 3/13 Cumming Street, BRUNSWICK WEST VIC 3055
E-MAIL E [email protected]
PHONE 0410 571 064
PROFESSIONAL PROFILE
I am an energetic and motivated Customer Service Professional, committed to building motivated and skilled customer service and administration units who take ownership and work together to exceed customer service targets. I am a strong planner with excellent problem solving skills and am able to readily adapt to change. Well-developed organisational and time management skills allow me to manage multiple priorities and meet tight deadlines without compromising quality in service.
CAREER SUMMARY October 2013 – CurrentAdministration OfficerCampoli Foods
Provided administration and customer service support for a family owned business servicing the pizza wholesale business and working across all departments including Campoli Foods, Australian Dairy Partners (ADP) and TEVE Packaging
Held responsibility for sole processing of ADP ordering and customer liaison with tasks including answering calls, taking orders, data entry, consolidating paperwork, invoice filing and driver run sheets
Held further responsibilities as the Personal Assistant for the Sales Manager and handling diary management, interstate travel, organising meetings, preparation of correspondence and act on his behalf in client liaison in his absence
Acted as the key point of contact between sales reps and the customer service team to resolve all client issues including price queries, quotes, complaints and general enquiries
Worked on a reception desk rotation to provide face to face customer service, answering and redirecting calls, greeting visitors and suppliers attending meetings and ensuring all WHS forms are completed
Implemented and set up the text messaging system (Telstra Desktop) to provide easier client communications with clients and between staff
Introduced new streamlined spreadsheets to increase efficiency, provided informal training for other office staff in Word/Excel and acted as the Test Subject for the integration of the ADP orders into the Campoli (Foodservice) order section
Demonstrated initiative in volunteering to update our Product Booklet with current products to provide more accurate and current information
Developed great rapport with team members and management across all departments and recognised in working as a proactively contributing team player
CAREER SUMMARY November 2012 – August 2013Returns Administration ControllerbrandsExclusive
Received a further internal promotion to the role of Controller to hold responsibility for staff management, overseeing administration procedures and managing customer service functions
Demonstrated advanced computing skills in utilising and managing the Customer Service Tool to keep track of Users, Campaigns, Invoices, Orders and Returns, Logistics Tool, Returns software and EParcel software as well as Google Docs for spreadsheets
Ensured all KPI’s and targets were met consistently including responding to customer tickets in a timely, accurate and efficient manner
Attended to a range of general administration duties including records management, financial documentation, data entry, correspondence and other ad hoc tasks as required
Ensured all staff delivered within Customer Service expectations when engaging with clients face to face, over the phone and via internet
Trained all new staff and provided ongoing supervision in answering questions and assisting staff with returns
Adapted to the rapid changes that happen in a warehouse and assisted with creating a returns process that works for customers and the company as well as the development of other new systems to streamline procedures and increase efficiency
Created and implemented approximately 70% of the administration and customer service processes that were used to ensure consistency and efficiency
Created spreadsheets to make data consolidation easier and took care of complete campaign returns and held sole responsibility for actioning all refunds
November 2011 – November 2012Returns SupervisorbrandsExclusive
Commenced with the company in the role of Customer Service Officer answering inbound customer service queries via telephone and email within the Returns Department before gaining a promotion after 12 months to the role of Supervisor
Trained and coached staff in all areas of administration and customer support services including monitoring workloads and ensuring KPI’s were met and maintained on a consistent basis
Provided high level customer service within designated time frames including issuing refunds electronically, dealing with complaints and assisting other staff members with escalated issues
Implemented new systems e.g. creating spreadsheets to track data, log errors and to note down staff times/hours/work done throughout the shift
Worked with staff across internal departments and teams e.g. contacting accounts to follow through with refunds
CAREER SUMMARY July 2010 – November 2010Customer Service The Hideaway Retreat
Undertook a short-term contract to provide Customer Service in all areas across a popular holiday resort
2009IT Help DeskNSW Police
Demonstrated excellent customer service skills with strong IT proficiency to provide Help Desk Support in answering calls state-wide for NSW Police
Utilised great communication skills to provide remote assistance in fixing IT issues and explaining technical information to police staff at all levels
Selected to train new staff and provide ongoing coaching as required including assisting in problem solving for escalated calls
Presented myself as an approachable and friendly staff member to both co-workers, management and customers
Answered incoming client queries in a friendly and professional manner providing quality information and service to customers
Developed positive working relationships with co-workers and management as an active team member
Demonstrated excellent time management and organisational skills in prioritising and completing a busy workload to ensure all KPI’s were met
Prior to 2009: 12 months experience as a Call Centre Customer Service Operator Temp working on various assignments through Contact Centre Australia
EDUCATION & TRAINING
2013 Diploma of ManagementManagement Consultancy International
2006 Certificate III in Retail and MerchandisingNowra TAFE
COMMUNITY INVOLVEMENT
Assist as a Volunteer for a local animal welfare network’s Annual Show
REFEREES John KlancicNational Sales ManagerCampoli [email protected] 126 848
Elenore LeraciDirector Campoli [email protected] 005 424