BEVERLY DAVID
Sydney,NSW
Summary
Contact Centre Professional with over 13 years of experience, including 5 years as a Professional Services Coordinator. Expertise in high-volume, omnichannel environments with a track record of exceeding KPIs in Customer Satisfaction and First Call Resolution. Skilled in conflict de-escalation and advanced CRM utilization to enhance customer loyalty. Proven ability to manage projects effectively, ensuring optimal resource allocation and stakeholder engagement.
Overview
18
18
years of professional experience
Work History
Specialist
Coca Cola EuroPacific
North Sydney, NSW
2024.11 - Current
- Provided advanced, empathetic support to over 100 customers daily, handling complex inquiries.
- Championed campaigns: Penetration of product Mango Loco and Fuze Tea promo 5% off deal, with the highest penetration rate in the team: volume + 17%.
- Fanta Lemon: Stockists, 499 customers, and over 1,000 people.
- Digital transition from April 2025: 17.2% P1; P2 21.0%.
- Payment terms: blitz weeks 40 and 42 (October 2025).
- Frenzy frizz: Secured top performer in my team for two weeks in a row.
- Rewarded and recognised Q1: 'Ways of working' award; Q2: Won the 'Voice of the customer champion.'
- Recognized and rewarded for leading my team, as well as for the mentorship with the ISS team and internal stakeholders. Served as an SME (subject matter expert) for our internal consultants.
- Achieved being the highest consultant to achieve the number of CS (customer survey) in the call centre: 1182 NPS from October 2025.
- Participated in various projects in other team.(OMNI and NKS).
- Selected by management to provide exemplary call recordings utilized, as benchmarks for new hires and development.
Resource Coordinator
The Access Group
2021.01 - 2024.01
- Coordinated resource allocation across multiple departments to enhance operational efficiency.
- Streamlining processes for the products, aligning with more ease and efficiency.
- Recognized and rewarded for APAC for successfully de-escalating a highly dissatisfied client, transforming a cancellation into a renewed commitment.
- Streamlined communication between teams to improve information sharing and collaboration.
- Ensured all resources were acquired, deployed, and managed in line with project plans.
- Calling clients to generate revenue for the month to assist Account Managers and Leadership in achieving targeted goals.
- Managed scheduling and logistics for project teams to ensure timely resource availability.
- Provided training and guidance to team members on resource management tools and best practices.
Professional Services Coordinator
Sage
Chatswood, NSW
2019.04 - 2021.06
Specialist Consultant
Coca Cola Amatil
St Leonards, NSW
2007.09 - 2019.04
Education
Some College (No Degree) -
Mercy College
ChatswoodSkills
- Customer Relationship Management (CRM)
- Project coordination
- Compliance adherence
- Effective communication
- Team mentorship
- Conflict resolution
- Active listening
- Quality assurance
- Knowledge sharing
- Team collaboration
- Salesforce
- Resource allocation
- Coaching and mentoring
- Relationship building
- Adaptability and flexibility
- Analytical skills
- Supply chain management
- Attention to detail
- Interpersonal skills
- Conflict Resolution
- Written communication
- Key performance indicators
Accomplishments
- Customer Excellence: Ranked the highest consultant in the call centre to achieve 1182 customers for Customer Satisfaction (CSAT) rating over a 12-month period.
- Efficiency & Resolution: Improved the team’s average First Call Resolution (FCR) rate by the overall score of 80%.
- Quality and Assurance: From the results from 01/01/25-10/31/25, I have achieved 95%.
- Contribution to the monetary value within the team of $2.7 million with the year 01/01/25-10/31/25 out of the overall amount $17.4 million.
Timeline
Specialist
Coca Cola EuroPacific
2024.11 - Current
Resource Coordinator
The Access Group
2021.01 - 2024.01
Professional Services Coordinator
Sage
2019.04 - 2021.06
Specialist Consultant
Coca Cola Amatil
2007.09 - 2019.04
Some College (No Degree) -
Mercy College