Ashleigh Larkins

Outbound and Inbound sales Specialist:

• Providing exceptional customer service to various customer types across Australia
• No failed Quality interactions across four years (CCEP's marking metric for quality and training)
• Team Leader nominated call for Customer Service to the Auscontact Service Awards 2021
• Delivering on set KPI's including projected profit expectations and new product development penetration to align to channel and business goals
• Setting individual individual goals and placing methods of execution to stay engaged and challenged.
• Assisting both internal and external stakeholders daily (Communication with our field representatives to resolve customer conflict and hit targets together. Initiating meetings with the channel National Business Executive to discuss ways to better drive promotion results and customer engagement)
• Attention to detail to ensure seamless daily operations for the customer base, my team leader, my team and myself.
• Conflict resolution

Digital & Commercial Operations Specialist:

• Engaging with multiple customers simultaneously through live chat, phone queue and email queue to provide first call and first chat resolution.
• Assist customers, new business and internal stakeholders with the functionality of our national website myCCA
• Liaise with our National Digital Team to escalate any site wide IT issues
• Running of training sessions for other teams across the floor, creating training decks
• Maintain service level for the phone, email and live chat queues
• Adhere to after call work (ACW), average handling time (AHT)Average Speed of Answer (ASA) and shift adherence (this involves taking breaks and lunch on time to ensure no calls are left waiting in queues)
• Provide solutions and ideas for streamlining and encouraging productivity of processes and communication
• Upskilling to be able to assist in all phone queues across the centre to drive performance and KPI's - Credit, Delivery, Equipment, Grinders, Inbound sales, New Business, Consumer, Vending, myCCA
• Quality Champion May 2023
• Team Achievement: Sales Champion July 2022
• Liaise with stakeholders across the business to provide best suited outcomes for complex situations
• Raising work orders for technicians
• Managing and monitoring open cases for updates
• Exposure to online payment handling
• Trouble shooting technical difficulties
• Raising IT tickets for stakeholders and customers
• Assist the accounts receivable team with frontline service to customers to resolve credit issues

• Responsible for meeting daily KPI's of call lists completed and surveys submitted
• Collaborations with various stakeholders and teams across Australia and New Zealand to deliver targeted market research by strict deadlines
• Took on the role of training and assisting shift management with the monitoring of incoming data against KPI's
• Successfully gained the role of data coding which included data entry of thousands of survey results into Excel against hourly and daily KPI's for external stakeholders.

• Face to face sales and customer service experience
• POS system skills
• Monetary responsibility, end of sales POS system tendering , bank and safe deposits
• Upselling KPI expectations on every sale
• In person conflict resolution and product returns experience
• In charge of opening and closing shifts, training new starters and delegation of staff and operations.
• 2iC when team manager was on RDO or leave

• Face to face sales and customer service experience
• POS system skills
• Monetary responsibility, end of sales POS system tendering
• Upselling KPI expectations for each food order taken
• In person conflict resolution
• Responsibility of setting up and closing the restaurant