Carly Hamden
Glenelg North,SA
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. A strong background in planning and coordinating workflow. Supervises schedules and projects for timely completion. Excellent interpersonal, leadership, communication and organizational skills.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Nobles
Edinburgh North
08.2020 - Current
- Manage day to day operations of both Field Service Coordinators and Product Sales teams - 9 Field Service Coordinators (SA & WA) & 7 Product Sales Team Members
- Expediting of urgent customer requests
- Resolved customer complaints while prioritising customer satisfaction and loyalty
- Ensure service delivery to key accounts meets all KPIs and is consistent with contract obligations
- Identify new business opportunities and pursue to completion
- Identify SOW leakages and work with customers to rectify
- Manage Internal Sales processes
- Collaborate and create innovative opportunities with internal stakeholders
- Ensure Nobles products and services comply with Australian Standards
- Lead, implement, and drive process change for better efficiency and cost reduction
- Involved in corrective action and incident investigation
- HR management including recruitment and performance reviews
- Supervise employees and assess performances to determine training needs
- Lead teams through large scale change involving internal restructures and administration
- Budgeting
- Maintain a safety first culture
- Tender preparation and negotiation
- Account discrepancy resolution
Service Support Team Leader
Nobles
04.2021 - 07.2023
- Ensure routine services for preventative maintenance for customers is booked 6-8 weeks in advance
- Ensuring released work orders to Nobles are booked within required timeframes
- Help coordinate and progress projects with various stakeholders
- Managed conflict resolution among team members, fostering a positive and collaborative work environment
- Ensuring projects meet Australian Standards
- Provide support to Regional Managers
- Problem solving & Conflict Resolution with customers
- Monthly reporting
- Reviewing quotes & processes for top tier contract customers
- Invoicing top tier contract customers
- Quoting repairs
- Raising purchase orders
- Expediting of urgent customer requests for top tier contract customers
- Identify new business opportunities and direct to regional mangers
- Manage internal processes
- Collaborate and create with internal stakeholders
- Actively participate in performance processes & reviews
- Support change, improvement initiatives and implementing within the service team
- Ensure service delivery to key accounts meets all KPIs and is consistent with contract obligations
- Ensure monthly targets are met with a 10% increase on the previous year
- Provide administration support of online systems
Field Service Coordinator/Maintenance Planner
Nobles
08.2020 - 04.2021
- Quoting & Coordinating/scheduling of routine crane & lifting equipment maintenance, repairs, shutdowns
- Site Mobilisation
- Coordinate 3rd Party Inspections using external Contractors
- Booking Training, Flights and Accommodation for technicians and 3rd party inspectors
- Ensuring technicians are compliant with site regulations (Training, Site Access, Site Inductions)
- Ensure service delivery to key accounts meets all KPIs and is consistent with contract obligations
- Raising purchase orders
- Creating supplier purchase orders
- Invoicing via Microsoft Dynamics AX & through various customer portals
- Providing reports to sales managers on lost or down customers each month
- End to end processing of invoicing
Product and Operations Administration Coordinator
Holidays of Australia and the World
10.2018 - 08.2020
- Managing and supervising staff in various teams
- Providing support to various teams in the office
- Maintaining relationships with multiple suppliers and customers with a diverse range of backgrounds
- Liaising with various coachlines, airline, cruise and tour operators/suppliers
- Data entry
- Online Inventory Management
- Invoicing
- Filing
- Greeting group tours/liaising with tour hosts
- Problem solving and conflict resolution
- Training staff on new products
- Handling customer feedback - complaints and queries
- Overflow of incoming calls and email enquires
- Developing itineraries and tour costings
- Source and secure new products - contracts and costing
- Produce promotional material - flyers, website, social media and EDM
- Update website with latest products and availability
- Market research
- Customer follow up
Ticketing and Administration Coordinator
Holidays of Australia and the World
02.2016 - 10.2018
- Preparing client tickets
- Final check on clients travel to ensure matches itineraries
- Preparing detailed client documents
- Ensuring clients receive tickets/information on time
- General Administration duties
- Reception - welcoming guests
- Preparing group travel arrangements
- Providing suppliers with final group names & numbers
- Confirming tour and transfer times
- Preparing information for tour hosts
- Handling customer feedback - complaints and queries on group tours
- Problem solving
Travel Consultant
Holidays of Australia and the World
01.2015 - 02.2016
- Customer service - call centre and face to face
- Domestic and International travel consultant
- Wholesale and Retail travel bookings
- Managing customer files
- Achieving sales targets
- Complaint resolution and problem solving.
Domestic and International Travel Consultant
Flight Centre Limited - Flight Centre Hallett Cove
10.2013 - 01.2015
Travel Consultant
Great Southern Rail
11.2012 - 05.2013
Surfing instructor
Surf Culture Australia
10.2009 - 11.2012
Food and Beverage attendant & Supervisor at AAMI Stadium
Encore Group
03.2008 - 11.2012
Education
Certificate III in Customer Contact -
Franklin Scholar with Flight Centre
01.2014
Diploma of Tourism -
TAFE SA
11.2012
SACE - Year 12 Immanuel College
01.2009
Skills
- Customer Service
- Asset Management
- Customer-focused
- Work Order Preparation
- Problem-Solving
- Work Order Management
- Schedule Management
- Continuous Improvement
- Procedure writing
- Maintenance Planning
- Safety Compliance
- Vendor Relationship Management
- Time Management
- Training and mentoring
- Decision-Making
Personal Information
- Date of Birth: 06/06/91
- Driving License: Current
References
- Craig Van Tenac, Regional Manager (Nobles) - 0437 011 131
- Casey Wright, National Purchasing & Inventory Team Leader (Nobles), Product and Operations Supervisor (Holidays of Australia) - 0411 959 767
Timeline
Service Support Team Leader
Nobles
04.2021 - 07.2023
Customer Service Manager
Nobles
08.2020 - Current
Field Service Coordinator/Maintenance Planner
Nobles
08.2020 - 04.2021
Product and Operations Administration Coordinator
Holidays of Australia and the World
10.2018 - 08.2020
Ticketing and Administration Coordinator
Holidays of Australia and the World
02.2016 - 10.2018
Travel Consultant
Holidays of Australia and the World
01.2015 - 02.2016
Domestic and International Travel Consultant
Flight Centre Limited - Flight Centre Hallett Cove
10.2013 - 01.2015
Travel Consultant
Great Southern Rail
11.2012 - 05.2013
Surfing instructor
Surf Culture Australia
10.2009 - 11.2012
Food and Beverage attendant & Supervisor at AAMI Stadium
Encore Group
03.2008 - 11.2012
Certificate III in Customer Contact -
Franklin Scholar with Flight Centre
Diploma of Tourism -
TAFE SA
SACE - Year 12 Immanuel College