Summary
Overview
Work History
Education
Skills
Timeline
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Annie Edwards

Rydalmere,NSW

Summary

The last 10 years I have enjoyed a variety of positions within the Furniture retail business space.

I started as a Cashier and progressed to the Head Office Customer Care team. Within this role, I became 2IC and was responsible for a team of 10. I then looked to advance my skills and moved to a role within the Digital space as a Digital Product and Content Coordinator. This allowed me to see the behind the scenes of how the website works. After returning to the Customer Care team, I have been responsible for the Social Media customer relations taking this on as my primary role.

I'm looking for a new challenge that gives me the opportunity to grow and progress my career.

Overview

10
10
years of professional experience

Work History

Customer Care Assistant

Fantastic Furniture
07.2015 - Current
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Generated weekly and monthly reports to highlight customer service performance and measure milestones.
  • Offered prompt assistance to customers via phone, email, or chat support channels for seamless service experience.
  • Analyzed customer feedback data, identifying areas of improvement for enhanced satisfaction levels.
  • Facilitated clear communication between customers and other departments to address complex issues effectively.
  • Streamlined the customer support process for better efficiency and reduced response times.
  • Demonstrated empathy and understanding while handling difficult customer interactions, maintaining professionalism at all times.
  • Delivered prompt service to prioritize customer needs.
  • Implemented and developed customer service training processes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Digital Product and Content Coordinator

Fantastic Furniture
01.2018 - 01.2021
  • Uploading of entire product catalogue onto website in a timely manner to reflect in-store release dates
  • Maintain stock levels online to be true to in-time levels
  • Assist with Customer Service enquiries related to website issues.
  • Enhanced user experience by optimizing website navigation and implementing responsive design elements.
  • Edited and proofread written materials to maintain consistency in tone, style, and accuracy before uploading to website.
  • Optimized web content for SEO, resulting in higher search rankings and increased user visibility.
  • Collaborated with cross-functional teams to ensure timely delivery of high-quality content.
  • Participated in weekly meetings within the team to ensure consistency and awareness of work in progress.
  • Beginner use of Photoshop to ensure digital content is up to business standards.
  • Suggested improvements to content to enhance quality and accuracy.

Cashier

Fantastic Furniture
12.2013 - 07.2015
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Stocked, tagged and displayed merchandise as required.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.

Education

High School Diploma -

Canterbury Girls High School
Canterbury, NSW
11.2012

Skills

  • Call centre experience
  • Cross Training staff
  • Escalation management & complaint handling
  • Documentation And Reporting
  • Custom order management
  • Calm Under Pressure
  • Teamwork and Collaboration
  • Scheduling and amending deliveries
  • Payment Processing - online and in store
  • Social Media Customer Service Admin
  • Assertiveness
  • Live chat support

Timeline

Digital Product and Content Coordinator

Fantastic Furniture
01.2018 - 01.2021

Customer Care Assistant

Fantastic Furniture
07.2015 - Current

Cashier

Fantastic Furniture
12.2013 - 07.2015

High School Diploma -

Canterbury Girls High School

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Annie Edwards