Candice Howard-Smith
Dulwich Hill,NSW
Summary
Dynamic Customer Service Specialist with over 15+ years of experience dedicated to enhancing customer satisfaction and streamlining service processes. Demonstrates strong leadership and team-building skills by consistently stepping up to take initiative and support team objectives, regardless of the role. Skilled in designing and optimizing user-friendly Shopify websites and implementing innovative customer service strategies. Passionate about continuous learning and eager to embrace new challenges in a fast-paced, results-oriented environment to contribute to organizational success.
Overview
10
10
years of professional experience
Work History
CUSTOMER SERVICE SPECIALIST
WOODSLANE
Warriewood, NSW
04.2021 - Current
- Provided exceptional customer support through various channels, resolving inquiries and complaints efficiently to enhance customer satisfaction.
- Optimized efficiency within the Returns Department through seamless operations.
- Engaged with customers, authors, and publishers via social media platforms, responding to inquiries and promoting company products to increase brand visibility and engagement.
- Led the design, creation, and maintenance of five Shopify websites, implementing user-friendly features and optimizing the shopping experience.
- Conducted ongoing online training for Shopify to enhance knowledge and skills, resulting in improved website performance and increased sales.
- Collaborated with cross-functional teams to streamline operations and improve overall customer experience.
- Optimized the use of Microsoft Teams for seamless meeting planning and communication.
- Leveraged basic knowledge of Canva to create visually appealing marketing materials and social media content.
- Utilized ChatGPT for content generation and customer engagement.
- Implemented SEO optimization strategies for Shopify websites, improving search engine rankings and driving increased organic traffic.
TEAM LEADER
T2 TEA
Canberra, ACT
04.2020 - 04.2021
- Managed team efforts to enhance efficiency across dual retail sites, regularly exceeding set performance metrics.
- Enhanced stock management and merchandising strategies, resulting in notable sales growth and improved customer satisfaction through effective product displays.
- Resolved customer issues effectively and efficiently, fostering a collaborative and productive team environment that prioritized customer experience.
- Cultivated strong relationships with team members and customers, enhancing the overall shopping experience.
- Boosted customer attraction by implementing appealing visual merchandising techniques.
DUTY MANAGER/RESERVATIONS MANAGER
CROWNE PLAZA, IHG
Canberra, ACT
06.2018 - 01.2020
- Supervised front desk operations, ensuring seamless check-in and check-out processes, while maintaining high standards of guest service and satisfaction.
- Managed data entry and incoming/outgoing phone calls, effectively communicating company goals, and ensuring timely responses to guest inquiries.
- Acted as the primary point of contact for VIP guests, providing personalized service, and ensuring a memorable experience.
- Managed HR paperwork filing and employee record maintenance, ensuring accuracy and compliance with company policies.
- Acted as Health and Safety representative by upholding safety protocols.
- Trained and mentored front desk team members, enhancing their customer service skills and operational efficiency.
- Held the position of Fire Warden, responsible for emergency response coordination, and serving as the on-site contact in the absence of the General Manager.
- Enhanced front desk operations, leading to better guest satisfaction.
TEAM LEADER
PEPPERS GALLERY HOTEL, ACCOR
Canberra, ACT
02.2015 - 06.2018
- Oversaw front desk operations, facilitating smooth check-in and check-out procedures.
- Communicated company goals effectively while handling guest inquiries.
- Acted as the primary point of contact for VIP guests, providing personalized service and ensuring a memorable experience.
- Oversaw filing and management of HR paperwork, maintaining accurate employee records and supporting staff compliance with company policies.
- Acted as the Health and Safety representative, ensuring compliance with safety protocols.
- Trained and mentored front desk team members, enhancing their customer service skills and operational efficiency.
- Held the position of Fire Warden, responsible for emergency response coordination and serving as the on-site contact in the absence of the General Manager.
- Enhanced front desk processes leading to higher guest satisfaction.
Education
High School Diploma -
GREAT LAKES COLLEGE
Tuncurry, NSW12-2016
Some College (No Degree) - Tourism And Hotel Management Training
IHG Hotels
Canberra, ACTSome College (No Degree) - Online Study
Udemy Online
Skills
- Social media marketing
- Content creation
- E-commerce strategy
- Project management
- Web analytics
- Customer service
- Customer journey mapping
- Shopify
- Canva
- Teams
- Office 365
- ChatGPT
References
Giulietta Gigliotti
Distribution & Inventory Manager, Woodslane
0421721196
Alex Lockyer
VIP Visits Manager, COMCAR & Programs, Department of Finance
0422761098
Lloyd van Gogh
General Manager, The Watson Art Series Hotel, ACCOR
0415929950
Timeline
CUSTOMER SERVICE SPECIALIST
WOODSLANE
04.2021 - Current
TEAM LEADER
T2 TEA
04.2020 - 04.2021
DUTY MANAGER/RESERVATIONS MANAGER
CROWNE PLAZA, IHG
06.2018 - 01.2020
TEAM LEADER
PEPPERS GALLERY HOTEL, ACCOR
02.2015 - 06.2018
High School Diploma -
GREAT LAKES COLLEGE
Some College (No Degree) - Tourism And Hotel Management Training
IHG Hotels
Some College (No Degree) - Online Study
Udemy Online