Cali Robertson
Carindale,QLD
Summary
I would consider myself a dynamic professional with a proven track record at my current and previous workplaces, excelling in customer relations and expert problem-solving. Skilled in bookkeeping and analytical thinking, I consistently enhanced customer satisfaction and streamlined operations, leading to increased loyalty and repeat business. Committed to delivering high-quality results through effective communication and collaboration.
I am able to thrive in a team as well as when working autonomously and I find there is nothing more satisfying than a job well done.
Overview
5
5
years of professional experience
Work History
Funeral Specialist
Roses Only
Brisbane, QLD
01.2025 - Current
- Perform a range of tasks that require completion daily to a high standard and within a timely manner.
- Organise and implement my own workflow to ensure the day runs smoothly.
- Demonstrate high levels of communication and professionalism with funeral arrangers , grieving families , team members , leadership team and other departments throughout the company.
- Liaise with co workers , leadership team , families and funeral directors to achieve desired outcomes daily.
- Processing orders start to finish. This involves researching , collaborating , ordering , design and communication.
- Assist in reporting and analyzing data to support decision-making processes.
- Collaboration with team members to streamline operational workflows.
- Follow all company policies and procedures to deliver quality work.
- Customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Quoting.
- Escalation management and damage control.
Customer Service Representative
Roses Only
11.2023 - 01.2025
- Call centre based customer service.
- Provided exceptional customer support via phone and email, resolving inquiries and issues promptly.
- Assisted in maintaining product knowledge to enhance customer interactions and satisfaction.
- Handled customer complaints effectively, implementing solutions to enhance overall experience.
- Trained new staff on operational procedures, fostering a knowledgeable team environment.
- Conducted follow-up communications with customers to ensure satisfaction post-purchase.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Bookkeeper
Tick Tock Business Solutions
North Lakes, QLD
07.2022 - 07.2024
- Managed accounts payable and receivable processes to ensure timely payment and accurate record-keeping.
- Reconciled bank statements with company records, identifying discrepancies for prompt resolution.
- Prepared monthly financial reports to support management decision-making and strategic planning.
- Maintained organized financial records, ensuring compliance with regulatory requirements and company policies.
- Conducted regular audits of financial transactions to uphold accuracy and integrity in reporting practices.
- Maintained and processed invoices, deposits, and money logs.
- Handled payroll processing for employees, ensuring timely payment and adherence to tax regulations.
- Monitored incoming payments from clients, ensuring prompt application of funds against outstanding invoices.
- Reconciled and corrected issues with financial records.
- Supported year-end closing procedures by preparing adjusting journal entries as needed.
- Provided support during audits by supplying requested documentation promptly and accurately.
- Reviewed and filed financial documents, coded accounting entries for data processing, and posted daily receipts and payments in accordance with all corporate protocols.
Manager
Zambrero
02.2022 - 03.2023
- Oversaw daily operations, ensuring efficient service delivery and customer satisfaction.
- Managed inventory levels, optimizing stock availability and minimizing waste.
- Enhanced customer feedback systems to improve service offerings based on client insights.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Food handling and preparation in accordance with safe food handling requirements.
- Use of POS including cash handling , balancing and reporting.
- Rostering.
- Ordering.
- Compliance checks with regards to safe food standards and company regulations.
Office Manager
Bespoke Landscapes
01.2021 - 07.2022
- Managed daily office operations, ensuring efficient workflow and communication among team members.
- Coordinated scheduling and logistics for client meetings and project site visits.
- Implemented office procedures that improved administrative efficiency and reduced processing times.
- Maintained inventory of office supplies, negotiating with vendors for cost-effective purchasing options.
- Bookkeeping including accounts payable and receivable, payroll , EOFY preparations , assisted monthly IAS and quarterly BAS , reconciliation of accounts.
- Management of accounts spanning across sister companies.
- Client liaison & customer service.
Education
High School Diploma - NCEA Levels 1,2,3
Paraparaumu College
NewZealand 2015
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Bookkeeping
- Design
Timeline
Funeral Specialist
Roses Only
01.2025 - Current
Customer Service Representative
Roses Only
11.2023 - 01.2025
Bookkeeper
Tick Tock Business Solutions
07.2022 - 07.2024
Manager
Zambrero
02.2022 - 03.2023
Office Manager
Bespoke Landscapes
01.2021 - 07.2022
High School Diploma - NCEA Levels 1,2,3
Paraparaumu College