Knowledgeable, dedicated and ambitious professional with extensive experience in customer service and the pet care industry.
Solid team player with a positive demeanour and proven skills in developing and refining processes for SME's including a multi-brand startup business.
Overview
6
6
years of professional experience
Work History
Customer Care and Marketing Lead
Happy Hound Collective P/L (previously Ilume P/L)
01.2022 - Current
Simultaneously worked across multiple brands (ZamiPet, Nectar of the Dogs, ilume, Heartly, Snooza) providing exceptional service to retailers and consumers.
Developed and streamlined processes to improve efficiency within in a pet care startup business.
Enhanced customer experiences with forward-thinking strategies and problem solving to identifying their needs and offer tailored solutions.
Coordinated events and trade shows to showcase products, generate valuable leads and sales.
CRM experience in Intercom and Reamaze
Customer Support Specialist
Ergopouch P/L
10.2020 - 01.2022
Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
Maintained detailed knowledge of products to provide accurate information and expert advice to retailers and consumers.
Processed a high volume of orders with accuracy and attention to detail while adhering to individualised retailer requirements.
CRM experience in Zendesk and Netsuite
Customer Service Team Leader
Loving Earth
03.2018 - 10.2020
Collaborated with management to develop strategies for increasing customer satisfaction and retention rates.
Identified potential process improvements through data analysis, leading to increased team efficiency and productivity.
Utilised CRM software to track customer interactions and analyse sales data to general reports to share with internal stakeholders.
Assisted in the development of departmental goals, objectives, and KPI's to measure success in delivering excellent service.
Developed comprehensive training programs and manuals to equip new team members with the essential skills and knowledge to thrive in their role.
Maintained a positive work environment by fostering open communication and promoting teamwork among staff members