Alicia Ward

Senior Team Member

• Managed various specialty departments within Customer Service, including Orthopedic, Product Transfers, Biomedex/Dental, Cardio/CT, Ophthalmic, and Loans billing, ensuring efficient order processing and resolution of customer inquiries.
• Collaborated closely with sales representatives to achieve monthly business targets, facilitating seamless communication and support.
• Proactively managed accounts to minimize billing disputes and conducted cash sales transactions with customers.
• Handled high-volume emails and calls, maintaining a high standard of customer service.
• Organized team events to foster a positive workplace culture and promoted networking among customer service teams.
• Played a key role in training new staff, refining work instructions, and enhancing team communication across all business departments.
• Facilitated urgent orders for hospitals and medical businesses, ensuring timely delivery and customer satisfaction.
• Proven ability to enhance customer satisfaction and drive business growth through effective communication and innovative problem-solving.

Achievements:

• Nominated three times in 2023 for the "Best of the Best" Award for outstanding customer focus and support to the sales team.
• Recognized in 2022 for achieving the highest number of customer sign-ups to online accounts

• Processed orders for beverages from local and international distributors, serving pubs, clubs, restaurants, and interstate distributors. Implemented upselling and cross-selling strategies to maximize sales.
• Handled customer inquiries via emails and phone calls, providing timely and effective resolutions to issues raised by customers and sales representatives.
• Coordinated closely with the supply team, sales representatives, and warehouse personnel to ensure seamless stock availability and timely deliveries.
• Organized bookings for couriers and managed deliveries for both interstate and local customers, including special events and functions.
• Managed and maintained customer accounts, overseeing promotions and discounts to enhance customer satisfaction and loyalty.
• Developed account searching tools that facilitated the training of new staff members, ensuring efficient onboarding and knowledge transfer.
• Provided sales assistance by proactively reaching out to existing customers through warm calls, introducing new products and services and securing new sales opportunities.

• Managed high-volume workloads, efficiently handling enquiries, cancellations, and complaints from both B2B and B2C customers.
• Provided exceptional customer service in bookings, cancellations, amendments, and up-selling opportunities.
• Established and nurtured strong relationships with customers and Travel Agents, ensuring customer loyalty and satisfaction.
• Consistently met and exceeded all target KPIs, demonstrating a strong commitment to performance excellence.
• Was handpicked and sponsored to gain my Cert III Tourism
• Oversaw comprehensive trip operations including logistics, transport arrangements, group bookings, airline and accommodation reservations, finance options, and travel insurance.
• Played a key role in training and mentoring new staff members on product knowledge and procedural guidelines across multiple brands within the company.

Feb 2011 - Jun 2012 Fault Management Specialist Aug 2007 - Jan 2009 Customer Service

• Managed high volume telephone and email inquiries, providing product and billing assistance.
• Promoted cross-selling and upselling opportunities to all customers, enhancing revenue streams.
• Organized and managed team and department events, including fundraising activities.
• Liaised with customers, retail representatives, technical support teams, industry regulators, and internal departments to ensure seamless communication and problem resolution.
• Managed complaint handling and escalations for both business and residential customers.
• Exceeded all target KPIs through effective fault management and customer service strategies.
• Assisted customers in troubleshooting and resolving technical faults, providing expert-level support.
• Liaised with industry regulators (ACCC, TIO) and field technicians to ensure timely and accurate resolution of issues.
• Served as the only point of contact during critical 11pm-7am shifts, handling all urgent matters independently.

Key Achievements:

• Successfully improved customer satisfaction scores by efficiently resolving complex inquiries and issues.
• Increased sales by identifying upselling opportunities and promoting additional products and services.
• Played a key role in organizing successful team events, fostering a positive team environment and boosting morale.
• Enhanced customer satisfaction by resolving complex faults and escalations efficiently.
• Demonstrated expertise in managing high-stakes situations during overnight shifts.
• Consistently surpassed performance targets, reflecting dedication and proficiency in fault management