Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Amy Bonker

Palm Beach,QLD

Summary

As a Customer Service Specialist, I pride myself in bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.

I aim to enhances customer experiences by employing service-oriented behaviours, understanding customer desires/wants and providing customized and personalised solutions to each bride based on their situation.

Born in South Africa, raised in England/ Australia and having just come back from seeing this beautiful country, I am well versed in different backgrounds and cultures. This assists me in building and maintaining personal and professional relationships on a global platform. I love working with people and it brings me the upmost amount of joy working alongside likeminded peers in a positive environment.

Overview

10
10
years of professional experience

Work History

Customer Experience Specialist

Grace Loves Lace
10.2023 - Current
  • Took a few months to travel Australia in a Van and since returned to Grace Loves Lace to resume a position in the Customer Experience team.
  • Since resigning in January 2023 for travel, the company valued my work that they keep me on as causal to ensure a position when I returned.
  • Worked remotely on the road during busy wedding seasons.
  • Continued Customer experience duties as previously done.

Customer Experience Supervisor

Grace Loves Lace
08.2022 - 01.2023
  • Still demonstrating duties of Customer Experience Specialist while adding on Supervisor role.
  • Led a team of customer service representatives, fostering a supportive environment that encouraged growth and development.
  • Created training documents and guides to ensure consistency.
  • Boosted overall productivity within the department through effective delegation of tasks based on individual strengths and skill sets among team members.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Effectively allocated tasks during peak wedding seasons to keep operations running smoothly and employees focused.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Collaborated with other departments to ensure seamless communication and support for customers throughout the entire purchasing process.
  • Conducted regular evaluations of staff performance, identifying areas for improvement and implementing targeted training initiatives as needed.
  • Utilised our HR platform to set goals with team members leading to personal and professional growth.
  • Effectively managed escalated customer situations, working towards mutually agreeable resolutions while maintaining professionalism at all times.
  • Analyzed customer feedback data to identify trends and areas in need of improvement, informing future strategies and initiatives.
  • Created detailed reports on team performance metrics, enabling management to make informed decisions regarding staffing needs and resource allocation.
  • Run regular team meetings and training sessions of new product.

Customer Experience Specialist

Grace Loves Lace
04.2022 - 08.2022
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Maintaining a 24 hour response rate.
  • Streamlined customer support processes for increased efficiency and faster resolution times.
  • Accessing images, notes and measuring while working closely with production to find solutions virtually for brides with fit concerns.
  • Consistently staying loyal to the company by following terms and conditions all while balancing a positive customer experience for our brides.
  • Handling highly escalated brides due to very emotional purchase.
  • Reviewed stylist notes, measurements and images to submit brides orders to production as accurately as possible without seeing them in person.
  • Have in depth conversations to brides about the fit and brainstorm ways to ensure our brides understand the grading of their gown creating trust.
  • Collaborated with team members to create a positive work environment and improve overall customer experience.
  • Implemented new strategies to reduce average call handling time, increasing productivity and customer satisfaction.
  • Participated in weekly team meetings to strategise improvements for the team, benefitting the overall company.
  • Monitored brides feedback, identifying trends to improve product offerings and the overall customer experience.
  • Provided personalized service, anticipating brides needs and offering tailored solutions.
  • Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for brides.
  • Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
  • Utilized NetSuite software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
  • Used NetSuite to balance accounts, payments and Sales orders to assist accounts team.
  • Facilitated returns and exchanges via NetSuite.
  • Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
  • Empowered fellow team members through sharing knowledge and techniques gained from working in production and with the brides personally that contributed towards improved service quality standards across the department.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.

Senior Stylist

Grace Loves Lace
10.2019 - 04.2022
  • Enhanced bride satisfaction by providing personalized consultations and recommending suitable gowns, accessories and styling
  • Utilised programs such as timely and NetSuite to record appointments and create customer accounts.
  • Empathize with brides to match their energy and create a calming experience.
  • Take measurements and accurately explain to brides how their gown may fit.
  • Demonstrate a strong product knowledge to give brides confidence in our brand.
  • Use skills from working with the Production team to educate other stylists on fit and grading.
  • Run training sessions with stylists around the globe to ensure consistency in wording and fits.
  • Contributed to company revenue growth by developing strong relationships with brides for a excellent experience.
  • Streamlined appointment scheduling for improved efficiency during the appointment itself..
  • Provided exceptional customer service by attentively addressing concerns or complaints and ensuring complete satisfaction.
  • Demonstrated expertise in a wide range of bridal trends and gown choices.
  • Mentored junior stylists through hands-on training, fostering professional development and enhancing team performance.
  • Consistently met or exceeded sales KPI's through budgets, conversion and UPT's.
  • Developed long-lasting relationships with bride's throughout their dress journey leading to a steady stream of referrals and increased business opportunities.
  • Hosted stylist training sessions with new collections to advance product knowledge and boost sales and conversion skills.
  • Conducted private showroom appointments to assist with gown selection and ordering processes.
  • Assisted the manager to designed stylist sales initiatives to enhance sales performance, recognize team member achievements and increase revenues.
  • Educated customers on products to maximize benefits.
  • Resolved complaints about service or styles.
  • Recorded notes for product development teams about customer preferences and current trends.
  • Provided emotional support to bride's during which can be a stressful and overwhelming time.
  • Participated in team meetings and staff training sessions.

Production Assistant/ Senior Cutter

Grace Loves Lace
02.2018 - 10.2019
  • Cutting and Grading of patterns to individuals bride's size ranges and body proportions.
  • Mass producing veils and accessories with absolute care and detail.
  • Reading and understanding tech packs to ensure each gown was consistent with intended design and fit.
  • Improved production efficiency through the streamlining of processes and the implementation of organizational enhancements.
  • Reduced production errors through close attention to detail and thorough quality control checks of gowns and accessories.
  • Assisted in meeting tight deadlines of wedding dates by efficiently coordinating tasks with other team members.
  • Facilitated clear communication between departments, ensuring smooth production operations.
  • Maintained a safe and clean work environment.
  • Assisted in producing high-quality gowns by adhering to strict manufacturing standards and protocols.
  • Demonstrated adaptability in handling various production roles as needed.
  • Improved inventory management by accurately tracking materials usage and updating records accordingly.
  • Managed resources effectively to minimize waste while maintaining product quality standards.
  • Streamlined documentation procedures for more efficient record-keeping, reducing time spent on administrative tasks.
  • Reduced material waste through accurate measurements and precise cutting methods.
  • Maintained a Grace Loves Lace's vision of a sustainable workplace by using various bins for different materials and sourcing re-usable options.
  • Contributed to increased customer satisfaction by producing high-quality cuts for seamstress's to create a beautiful tailored garments.
  • Consistently met productivity goals while maintaining excellent quality standards in all work produced.
  • Adhered to strict quality control guidelines, ensuring all cuts were free of defects or irregularities before sending to assembly teams.
  • Assisted in the sewing of repairing gown's and veils when faulty.
  • Kept work areas organized, clean and free of safety hazards.
  • Operated cutting machine according to all safety protocols.

Cafe Manager

Rusticks Cafe
12.2013 - 12.2018
  • implemented streamlined service procedures and comprehensive staff training.
  • Optimized cafe workflows to boost efficiency and minimize waste
  • Enhanced team productivity through effective scheduling, task delegation, and regular check ins.
  • Established a welcoming atmosphere, maintaining high standards of cleanliness and presentation throughout the cafe.
  • Provided outstanding customer service by promptly and professionally addressing concerns.
  • Worked closely with kitchen staff to ensure meals/coffees were prepared efficiently all while maintaining quality standards.
  • Managed day-to-day cafe operations to ensure seamless workflows in both front-of-house and back-of-house areas.
  • Handled business administration functions such as opening and closing, cash register counting, and supply ordering.
  • Purchased food and maintained strong supplier relationships.

Education

Advanced Diploma of Fashion Design & Merchandise

Tafe Queensland
Mount Gravatt, QLD
11.2017

High School Diploma -

Cleveland District State High School
Cleveland, QLD
11.2015

Skills

  • Trend Monitoring
  • Management
  • CRM Software such as NetSuite
  • Written Communication
  • Problem Solving
  • Conflict Resolution
  • Training and Development
  • Time Management
  • Online Chat software such as Re:amaze
  • Booking software such as Timely, Bookly and Booxi
  • WooCommerce and MyAccount
  • Virtual Media platforms such as Skype, teams and Zoom

Hobbies and Interests

  • Fashion
  • Interior decoration
  • Exercise such as running and weight training
  • Sport
  • Outdoor activities
  • Sewing
  • Art
  • Walking my gorgeous puppies

Timeline

Customer Experience Specialist

Grace Loves Lace
10.2023 - Current

Customer Experience Supervisor

Grace Loves Lace
08.2022 - 01.2023

Customer Experience Specialist

Grace Loves Lace
04.2022 - 08.2022

Senior Stylist

Grace Loves Lace
10.2019 - 04.2022

Production Assistant/ Senior Cutter

Grace Loves Lace
02.2018 - 10.2019

Cafe Manager

Rusticks Cafe
12.2013 - 12.2018

Advanced Diploma of Fashion Design & Merchandise

Tafe Queensland

High School Diploma -

Cleveland District State High School

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Amy Bonker