Bianca Walker
Leanyer,NT
Summary
Dynamic customer care consultant with a strong track record at J Blackwoods & Sons, specializing in innovative problem solving and superior customer support. Achievements include enhancing service quality during peak periods and successfully training new team members. Proficient in Microsoft Office, fostering teamwork to drive operational success and elevate client satisfaction.
Overview
24
24
years of professional experience
1
1
Certification
Work History
CUSTOMER CARE CONSULTANT
J Blackwoods & Sons
Winnellie, NT
11.2014 - Current
- Inside Customer Service for Mega Mining Oil/Gas
- Directly supported National Sales Managers, Area Sales Manager, Operation Managers & Account Managers in managing operation work flow
- Work closely with SA/NT Purchasing Department
- Purchasing & expediting supplier PO’s
- Serve customers on all platforms and offer solution selling
- Cross-trained and provided back-up for other customer service representatives when needed
- Computed accurate sales prices for purchase transactions
- Managed quality communication, customer support and product representation for each client
- Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders
- Promptly responded to general inquiries from members, staff, and clients via phone, e-mail and fax
- Assist management with day-to-day operations
- Work with cross-functional teams to delivery results for the business needs
- Collaborated with cross-functional teams to identify areas for improvement in customer service processes
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality
- Trained new team members on company policies, procedures, and best practices in customer care
Production Planner
Stramit Building Products
Darwin, NT
07.2011 - 09.2014
- Production Planner coordinates and expedites the flow of work and materials within or between departments according to daily and weekly production schedules
- Duties include reviewing and distributing production, work, and shipment schedules; conferring with department supervisors to determine progress of work and completion dates; inventory levels and solving production problems
- Work with management in coordinating and planning production activities to improve runtime
- Plan production tasks and schedules according to customer orders
- Develop and review production plan with Managers for approval
- Monitor the execution of production plan and resolve any potential issues in a timely fashion
- Escalate complex issues to Manager for resolution
- Investigate production problem, analyse root causes and provide solutions
- Communicate production status to Mangers and Customers on regular basis
- Analyse back orders, current orders and up
- Purchasing & inventory control, expediting supplier PO’s
- Prepared detailed reports on production performance, identifying areas for improvement and recommending corrective actions
- Ensured proper allocation of labour resources by evaluating skill sets against current project requirements
- Monitored the progress of production activities to ensure on-time delivery of products.
Administration / Sales Centre Consultant
O'Brien Glass Industries
Darwin, NT
03.2010 - 07.2011
- Customer Service, Debt Recovery, Processing of Supplier Invoices, Planning, cash handling Dealing with Australia's major insurance companies, Customer Service Data entry, Dispatching Stock to Outside Suppliers and Customers
- Achieving high sales and performance targets
- Ordering of Stock to Outside Suppliers and Customers
- Filing of all documents and reports are completed daily
- Produces invoices as well as distributes and mails the invoices to the concerned person
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Parts Administrator
Hastings Deering
Darwin, NT
06.2006 - 02.2010
- Responsible for processing of Parts Department documents and emergency back orders to ensure customer satisfaction
- Analyze and resolve all parts issues and monitor all requests from all branch locations
- Monitor and correct invoices if required and prepare all papers for delivery
- Administer and maintain stock of all parts, tools and evaluate all work orders and maintain information on all ledger codes
- Maintain inventory of all stock delivered items and prepare appropriate purchase orders as per requirement and remove all obsolete supplies from inventory
- Purchasing (Inventory, Sales, Admin, Service)
- Purchasing & Importing from Overseas (Shipping / Logistics)
- Filing of all documents and reports are completed daily
- Location changes and stock receipts are actioned accurately and promptly
- Assist Parts Exchange (PEX) and Reman Coordinator with developing and maintaining files and reports
- Assist both Leading Hand's (Office and Warehouse) with clerical duties when required
- Assisted technicians/mechanics in identifying required parts, expediting repair processes and minimizing downtime
- Coordinated logistics for inbound shipments, reducing transit time and transportation costs
- Performed data entry tasks to maintain updated records in the inventory management software system
- Developed a strong understanding of product lines to effectively answer inquiries from clients and colleagues alike
Warehouse Leading Hand
Hastings Deering
Darwin, NT
02.2003 - 06.2006
- Developed a strong rapport with staff members through effective communication and leadership skills
- Enhanced team productivity by efficiently allocating tasks and closely monitoring progress
- Facilitated smooth workflows by proactively identifying potential issues and implementing corrective measures
- Promoted safety awareness among the workforce, leading to reduced incidents and accidents on site
- Cultivated a positive work environment that fostered teamwork, collaboration, and continuous improvement
- Trained employees how to fix problems, correct mistakes, and maximize productivity
- Communicated effectively with clients to identify needs, gather feedback, and provide regular updates on project status
- Managed multiple projects simultaneously, adhering to strict deadlines without compromising quality or safety standards
- Documented order updates by inputting data into computer system
- Reviewed orders by inspecting labeling, packaging, and contents
- Trained new employees on warehouse protocols and answered task-related inquiries to help with job role adjustment
- Operated equipment while observing standard safety procedures
- Ensured adherence to company policies, industry regulations, and best practices throughout all aspects of project management
- Provided expert customer service and technical support to clients
Storeperson
Hastings Deering
Darwin, NT
01.2001 - 02.2003
- Picked stock according to order sheets and prepared for transport
- Operated equipment such as hand trucks, pallet jacks and forklifts on daily basis
- Received and checked incoming goods for damage and discrepancies with paperwork
- Assisted in training new employees, sharing knowledge of store procedures and best practices
- Operated material handling equipment safely while loading or unloading deliveries
- Managed receiving area efficiently by organizing incoming shipments and verifying accuracy against purchase orders
- Contributed to successful annual inventory counts, ensuring accuracy and efficiency throughout the process
- Collaborated with team members to optimize store operations and achieve performance goals
- Maintained accurate stock levels with regular audits and timely reordering of products
Education
Year 12 -
Katherine High School
NTSkills
- Innovative Problem Solving
- Team Leadership
- Effective Organization
- Analytical Problem Solving
- Collaborative Teamwork
- Microsoft Office Proficiency
- Customer Support Experience
- Employee Training
- Customer service
- Sales support
- Key holder experience
- Call center experience
References
- Peter Overall, 0447 546 713
- Tanya McLeod, 0404 891 385
- Sarah Cunnington, 0457 541 269
Certification
- HLTAID009 Provide cardiopulmonary resuscitation
- HLTAID011 Provide First Aid
- PUAWER005B Operate as part of an emergency control organisation
- PUAWER008B Confine small workplace emergencies
Timeline
CUSTOMER CARE CONSULTANT
J Blackwoods & Sons
11.2014 - Current
Production Planner
Stramit Building Products
07.2011 - 09.2014
Administration / Sales Centre Consultant
O'Brien Glass Industries
03.2010 - 07.2011
Parts Administrator
Hastings Deering
06.2006 - 02.2010
Warehouse Leading Hand
Hastings Deering
02.2003 - 06.2006
Storeperson
Hastings Deering
01.2001 - 02.2003
Year 12 -
Katherine High School
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