Briony Rice
Coffs Harbour,NSW
Summary
Personable and dedicated customer service representative with extensive experience in the customer service industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Sales Assistant
Ciriello’s Pharmacy
02.2014 - 02.2016
- Met with customers to offer assistance with selecting merchandise, finding accessories and completing purchases.
- Answered customers' questions about available products, prices and features.
- Built strong relationships with clients to maintain loyalty and promote efficient operations.
- Helped customers find specific products, answered questions and offered product advice.
- Accepted and completed cash, check and credit card payments.
Waitress
Surfers Paradise Golf Club, Surfers Paradise
08.2015 - 02.2016
- Maintained accuracy while handling payments, giving change and printing receipts to customers.
- Stocked server areas with supplies before, during and after shifts.
- Greeted customers, answered questions, and recommended specials to increase profits.
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
- Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.
- Arranged place settings with clean tablecloths, napkins, and tableware to prepare for incoming guests.
- Presented menus to patrons to answer questions about menu items and make recommendations.
- Transported dirty tableware from dining room to dishwashing area for proper cleaning.
- Relayed orders to service bar and kitchen via point-of-sale register system.
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
- Developed strong and lasting resident relationships.
Sales Assistant
Kmart, Robina
09.2016 - 02.2017
- Helped customers find specific products, answered questions and offered product advice.
- Accepted and completed cash, check and credit card payments.
- Met with customers to offer assistance with selecting merchandise, finding accessories and completing purchases.
- Received and processed product returns and coordinated disposal of defective or broken items.
- Answered incoming telephone calls to provide store, products, and services information.
- Answered customers' questions about available products, prices and features.
Life Guard
Wet ‘N’ Wild
12.2016 - 04.2017
- Ensuring guest safety
- Maintaining high standards of safety
- Maintaining skills at a rescue-ready level at all times
- Assisting with various tasks including grounds, tubes, and line control.
- Responded to emergency situations in a timely, efficient manner.
- Responded to patron incidents in professional and timely manner.
- Demonstrated rescue techniques and provided first aid in emergency situations.
- Improved response times by conducting thorough lifeguard drills and training sessions.
- Managed first aid supplies inventory, replenishing as needed to ensure availability during emergencies.
- Recorded daily activity logs and incident reports for tracking purposes.
- Increased patron satisfaction by promptly addressing concerns and providing exceptional customer service at all times.
- Conducted patrols to identify and help those in need of immediate care and assistance.
Waitress
Seagulls Club
08.2017 - 02.2019
- Welcoming guests and guiding them to their tables
- Educate the customers with every day specials
- Transferring the orders to the chefs
- Serving food and beverages to the customers in timely, efficient manner
- Utilize knowledge of coffee drink combinations to prepare highly-specific coffee drinks; stock work stations; maintain sanitary and tidy work area
- Frequently check the customers for further orders and ensuring they enjoy their meal
- Receive feedback from the customers and take necessary actions to resolve any issue
- Accurately process customer orders into computerized cash register; handle cash and make change; process credit cards
- Personal Achievements
- Consistently received positive feedback on the excellent quality of the service I provided
- Developed the ability to work calmly and efficiently in a fast-paced service environment.
Customer Engagement Specialist
SAE Group
02.2019 - 05.2022
- Quickly resolved client issues and offered ongoing support to boost retention.
- Answered incoming calls to assist customers by responding to questions and resolving concerns.
- Upsold clients by suggesting additional or upgraded solar system options.
- Welcomed new clients and educated on product information.
- Multi tasking by taking a number of phone calls and bringing up customer files to assist them or passing onto the appropiate person.
- Coordinated services and solutions for clients by working closely with management.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Overlooked customer's electricity bills and completed bill analysis.
- Liaised with contractors and manufacture's to assist with customer enquiries.
- Overlooked Google calendar jobs that have been inputted in when booked to ensure job completed by electrician by reading work notes, then invoicing for services completed and adding to excel spreadsheet for accounts records then completing follow up calls with customers to ensure they are happy with the service provided.
- Maintained store cleanliness and sanitation through office and warehouse.
- Answered questions and informed customers of current sales and promotions.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Informed customers about product lines and services offered by company.
- Provided customer service and issue resolution to increase QA satisfaction levels.
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Consistently met service team sales targets and call handling quotas consistently.
- Educated clients on how to conduct transactions with convenient online solutions.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Fostered relationships with product support staff, technical personnel, sales leaders, finance team and executives to transform and strengthen business processes.
- Handled job scheduling by booking in jobs for electricians, ensuring clear notes for when electrician attends site, adding all job details to Google calendar then working out their job runs for the next day to work out their best possible route to the job then confirming times with customers for time of arrival.
- Liaised with business owners, real-estate agents and tenants with booking in their service requests.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Answered 20-30 daily phone calls to resolve customer issues or answer any questions.
- Collected payments for solar/aircon servicing and updated accounts to reflect new balances.
- Provided excellent services for customers by following up on issues in a timely manner and making sure customer's are satisfied.
- Handled 30-40 emails per day from customer enquiries and responding to customers in a timely efficient manner, also responding to customer complaints and resolving complaints before handing to higher up management.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Executed 30-40 outbound calls each week to existing customers, resulting in an increase in sales.
- Managed office/warehouse by doing stock take duties and daily office duties including scanning, filing, banking cheque's/cash payments, reporting to sales consultants, processing customer contracts and deposits, welcoming customers who came into the office and answering any questions or assisting with their requests.
Customer Service & Tender Administrator
Faircloth & Reynolds
05.2022 - 06.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Facilitated successful project handovers from bid phase to delivery teams, ensuring seamless transitions with minimal disruptions.
- Managed strict deadlines for multiple projects, maintaining a high level of quality and attention to detail.
- Streamlined tender submission process by implementing efficient document management systems.
- Used data entry skills to accurately document and input statements.
- Provided ongoing support to sales teams throughout the tender process, offering guidance on strategy development and pricing considerations.
- Generated accounts payable reports for management review to aid in financial and business decision making.
Customer Service Administrator
Solar Depot
06.2023 - 04.2024
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Managed complex scheduling tasks such as arranging appointments or coordinating special deliveries according to specified timeframes.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Coordinated closely with sales representatives to address any order-related questions or discrepancies reported by customers promptly.
- Developed strong relationships with customers by actively listening, understanding their needs, and providing relevant solutions.
- Updated customer service database with new information, address changes and contact details.
- Collaborated with cross-functional teams to identify opportunities for service improvements and implement necessary changes.
- Trained new team members on company policies, procedures, and best practices to ensure consistent service quality across the board.
- Played an integral role in achieving monthly revenue targets through upselling additional products or services when appropriate during consultations.
- Tasked with data entry, records oversight and issue resolution for team of customer service personnel.
- Organised accommodation for installers working away
- Organised departmental meetings focused on sharing best practices, discussing ongoing challenges faced by team members, as well as brainstorming potential solutions.
- Increased efficiency through the implementation of a ticketing system for tracking incoming requests and ensuring timely follow-up actions are taken.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Created marketing brochures to bring in more leads.
- Handled incoming leads and directed to appropriate sales reps.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Managed incoming stock and allocated to correct jobs.
- Demonstrated strong attention to detail while counting items, ensuring minimal errors during the stock-taking process.
- Collaborated with team members to achieve timely completion of comprehensive stock audits.
- Streamlined accounts payable processes for increased accuracy and faster payment turnaround times.
- Managed invoicing and payment processing operations.
- Managed multiple solar projects simultaneously, ensuring on-time completion and adherence to strict safety standards.
- Enhanced customer satisfaction by providing timely and accurate solar installation estimates and design proposals.
- Ensured a seamless transition from traditional power sources to renewable energy solutions for homeowners by guiding them through every step of the process.
- Collaborated with cross-functional teams to streamline the installation process and improve overall project management efficiency.
- STC submission & selling.
- Submitting grid connects via Essential Energy portal.
- Liaised with energy providers on behalf of customers for metering purposes.
- Created tasks & completed in a timely manner.
- Use of own company credit card by organising payments for vehicle registration renewals, insurance, mechanical repairs etc.
Education
Certification 3 Customer Engagement
Tafe
02.2020
Responsible Service of Alcohol -
09.2017
Responsible Service of Gaming
09.2017
2017 Barista Training -
Seagulls
01.2017
Year 12 Certificate -
Nerang State High School
Nerang 11.2015
Certification 3 - Interior Design
AICD
12.2014
Skills
- Excellent communication and social skills with the ability to successfully interact with people from all walks of life
- High-energy and positive attitude
- Build customer relations
- Work great in a team environment
- Fast learner with the ability to pick up new skills easily when required
- Calm Under Pressure
- Organization and Time Management
- Self motivated who can be proactive in a work environment
- Ability to multitask & work well in a fast paced environment
- Microsoft expertise
References
SAE - Head Electrician - Ty Faint - 0467 424 042
Faircloth & Reynolds - HR/Payroll Manager - Kate Ely - 0437 065 518
Solar Depot - General Manager - Jason Bradbrook - 0488 435 768
Solar Depot - Finance & HR Manager - Yvonne Bilney - 0412 101 865
Timeline
Customer Service Administrator
Solar Depot
06.2023 - 04.2024
Customer Service & Tender Administrator
Faircloth & Reynolds
05.2022 - 06.2023
Customer Engagement Specialist
SAE Group
02.2019 - 05.2022
Waitress
Seagulls Club
08.2017 - 02.2019
Life Guard
Wet ‘N’ Wild
12.2016 - 04.2017
Sales Assistant
Kmart, Robina
09.2016 - 02.2017
Waitress
Surfers Paradise Golf Club, Surfers Paradise
08.2015 - 02.2016
Sales Assistant
Ciriello’s Pharmacy
02.2014 - 02.2016
Certification 3 Customer Engagement
Tafe
Responsible Service of Alcohol -
Responsible Service of Gaming
2017 Barista Training -
Seagulls
Year 12 Certificate -
Nerang State High School
Certification 3 - Interior Design
AICD
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