I love travelling, walking, going to the beach and boating
Carmen Bowden
Madora Bay,Australia
Summary
Highly organized, enthusiastic, and reliable team player with a strong focus on customer service. Excels at managing multiple priorities and meeting tight deadlines while maintaining quality and following procedures. Demonstrates exceptional interpersonal skills and meticulous attention to detail. Proven track record of motivating teams and streamlining operations. Analytical problem solver and persuasive communicator with a talent for innovative thinking. Extensive experience in the mining and agriculture industries, prioritizing safety at all times.
Overview
28
28
years of professional experience
Work History
Customer Service Administration Officer
Wesfarmers CSBP
07.2016 - Current
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
- Providing administration assistance to Area mangers and customers. Rating at 94% satisfaction as a team from our Area managers current survey.
- Administration assistance to all customers and their accounts.
- Supported department heads through conducting research, preparing reports, and managing various administrative tasks efficiently.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Contributed to office safety by enforcing workplace policies and following emergency procedures as needed.
- Drafted and distributed invoices for outstanding payments.
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Improved record-keeping accuracy by creating an updated filing system for confidential documents and materials.
- Processed purchase orders, service contracts and financial reports.
- Delivered quality results under pressure by prioritizing tasks effectively during high-stress situations or tight deadlines.
- Enhanced office efficiency by streamlining administrative processes and implementing new organizational systems.
- Maintained accurate financial records, contributing to company growth by enabling informed decision making.
- Maintained strict confidentiality of sensitive financial information, ensuring the protection of company assets and maintaining a high level of professional integrity.
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
- Supported management by processing invoices and documents with consistent on-time delivery.
Customer Service Officer
Wesfarmers CSBP
07.2015 - 07.2016
- Greeted, assisted and directed guests, colleagues, visitors and general public
- Answered all incoming calls and handled caller's inquiries
- Provided office support
- Responded to guests and public inquiries
- Received, directed and passed on telephone messages and emails
- Directed employees, guest and general public to right staff member
- Responding promptly to customer enquiries in person or via telephone and email - always in a professional & efficient manner
- Using in-house system to record necessary information and instigate actions as required
- Processing orders, forms, applications and requests for information
- Dealing efficiently with questions and queries from customers
- Keeping up to date with all company's products, services and procedures
- Updating and maintaining Customer databases
- Arriving of Drivers for appointments
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
Payroll Officer
Coogee Chemicals Pty Ltd
01.2013 - 12.2014
- End to end processing of company payrolls (weekly, fortnightly and/or monthly) for approximately 400 employees
- Maintenance of ADP Payroll system and Kronos Clock in System
- Updating and maintaining payroll records
- Liaising with staff and management on payroll related queries
- Maintaining leave, sickness and overtime reports
- Interpreting awards/agreements/contracts in relation to overtime, shift allowances and allowances
- Payroll reporting to meet internal and statutory obligations
- Payroll administration
- Calculation and processing of termination pays
- Assisting Payroll Supervisor with month end reconciliation
- Assisting Payroll Supervisor with reconciliation and payment of Payroll tax, child support and fleet car leases
- Reconciling payroll related general ledger accounts
- Calculating annual leave and long service provisions / accruals
- Customer service to internal and external customers
- Approval of timesheets
- Purchase Order requisitions
- Training new employees in the receptionist role
- Extensive use of Microsoft Office suites
Receptionist
Coogee Chemicals Pty Ltd
04.2011 - 01.2013
- Greeted, assisted and directed guests, colleagues, visitors and the general public
- Answered all incoming calls and handled caller's inquiries
- Provided office support to accounts payable, accountants and assistant accounts
- Responded to guests and public inquiries
- Received, directed and passed on telephone messages and emails
- Directed the employees, guest and general public to the right staff member
- Maintained a record of office stationary and supplies
- Ordered supplies/stationary when required and organised the repair of office equipment
- Ordered business cards and paper work to be printed
- Organised overseas and local couriers
- Credit card reconciliations
- Purchase order requisitions
- Booking of function and meeting rooms
Import / Export Officer
Vanguard Logistics
04.2007 - 01.2010
- Answered all incoming calls and handled caller's inquiries
- Cash Handling
- Invoiced customers for shipments
- Provided office support services to accounts payable and receivable
- Responded to guests and public inquiries
- Made arrangements for transporting goods from one place to another and ensuring safe and timely deliveries
- Conferred with the legal requirements as prescribed by each trading country's law and made certain all paperwork was correct
- Liaised between suppliers, customers, custom agents and carriers to coordinate imported and exported goods
- Managed all documentation required to export goods such as clearance certificates, permits etc
Import / Export Officer
Vanguard Logistics
09.2004 - 05.2006
- Answered all incoming calls and handled caller's inquiries
- Cash Handling
- Invoiced customers for shipments
- Provided office support services to accounts payable and receivable
- Responded to guests and public inquiries
- Made arrangements for transporting goods from one place to another and ensuring safe and timely deliveries
- Conferred with the legal requirements as prescribed by each trading country's law and made certain all paperwork was correct
- Liaised between suppliers, customers, custom agents and carriers to coordinate imported and exported goods
- Managed all documentation required to export goods such as clearance certificates, permits etc
Accounts Receivable, Relief - Executive Assistant, Sales & Despatch, Payroll Officer
Coogee Chemicals Pty Ltd
09.1999 - 05.2004
- Chemical and transport invoicing, credits and re-invoicing
- Completed Trade Request enquiries
- Greeted, assisted and directed guests, colleagues, visitors and the general public
- Answered all incoming calls and handled caller's inquiries
- Completed account reconciliations and processed adjustments
- Performed billing, payment allocation, collection and activity reporting following established procedures with deadlines
- Processed end of month processes
- Used Oracle accounting software
- Maintained customer files and invoicing system
- Monitored customer accounts, identified and investigated nonpayments, delayed payments or irregularities
- Organised and initiated collection efforts and set up payment plans
- Prepared bank deposits and receipted payments
- Performed data entry
- Covered Annual leave and sick leave for the Executive Assistant, Sales & Despatch Clerk and Payroll Officer
- Originally employed to learn Sales & Despatch to cover for relief
- Answering inbound/outbound calls regarding chemicals / fertilisers, organised transport, monitored tank levels, quoted prices, and despatched goods
- Organised documentation for products being delivered
Service Advisor
Mandurah Toyota
09.1998 - 05.1999
- Greeted, assisted and directed guests, colleagues, visitors and the general public
- Answered all incoming calls and handled caller's inquiries
- Organised repairs on vehicles and made sure they were completed on time
- Booked appointments
- Invoiced work and repairs
- Processed payments with Eftpos/credit card and cash
Secretary
Eltin Underground Mining
11.1997 - 09.1998
- Collating and typing training manuals
- Administratively assisting Training Manager
- Answering all incoming calls
Receptionist
Mandurah Toyota
11.1996 - 11.1997
- Greeted, assisted and directed guests, colleagues, visitors and the general public
- Answered all incoming calls and handled caller's inquiries
- Responded to guests and public inquiries
- Received, directed and passed on telephone messages and emails
- Directed the employees, guest and general public to the right staff member
- Handled Eftpos/credit card and cash payments
- Handled banking deposits
- Looked after hire car contracts and bookings
Education
Certificate of Business and Secretarial -
Rockingham College of TAFE
Year 12 -
Kolbe Catholic College
Skills
- Administrative Support
- Team Player / inclusiveness
- Customer Relations
- Payroll and budgeting
- Documentation and control
- File Maintenance
- Database Management
- Account Reconciliation
- Policy and procedure modification
- Customer Service
- Attention to Detail
- MS Office
Personal Information
Date of Birth: 20/12/1977
Interests
Timeline
Customer Service Administration Officer
Wesfarmers CSBP
07.2016 - Current
Customer Service Officer
Wesfarmers CSBP
07.2015 - 07.2016
Payroll Officer
Coogee Chemicals Pty Ltd
01.2013 - 12.2014
Receptionist
Coogee Chemicals Pty Ltd
04.2011 - 01.2013
Import / Export Officer
Vanguard Logistics
04.2007 - 01.2010
Import / Export Officer
Vanguard Logistics
09.2004 - 05.2006
Accounts Receivable, Relief - Executive Assistant, Sales & Despatch, Payroll Officer
Coogee Chemicals Pty Ltd
09.1999 - 05.2004
Service Advisor
Mandurah Toyota
09.1998 - 05.1999
Secretary
Eltin Underground Mining
11.1997 - 09.1998
Receptionist
Mandurah Toyota
11.1996 - 11.1997
Year 12 -
Kolbe Catholic College
Certificate of Business and Secretarial -
Rockingham College of TAFE
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