Celeste Frandsen
Sydney,NSW
Summary
Team-oriented and methodical Technical Assistant with strong attention to detail and good multitasking skills. Specializing in Personal Safety Products providing expert technical and procedural guidance to team to enhance productivity and increase work accuracy. Proficient in MS Word, Excel, Access, EWM, COPS, CICS and some SAP.
Overview
33
33
years of professional experience
Work History
Senior Technical Assistant
3M Australia
11.2000 - 11.2023
- Enhanced team productivity by streamlining workflow processes and implementing time-saving tools through Access.
- Primary contact for Personal Protective Equipment recommendations and samples via Technical Assistance line (23 years)
- Optimized project outcomes by effectively delegating tasks and closely monitoring progress.
- Key contact for Quality Issues for 3M PAPR, Reusable and disposable repirators, coveralls and hearing products.
- Provided technical support for multiple departments, resulting in increased efficiency and timely issue resolution. Distributors, Endusers, internal customers.
- Developed comprehensive training materials for the Technical support role.
- Improved customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Increased first-call resolution rates with thorough knowledge of product specifications and common issues.
- Developed comprehensive support documentation, simplifying issue resolution for both customers and colleagues. Assisted with User Instructions and Pricing Pages (proof read as had extensive knowledge for Personal Safety Products)
- Collaborated with cross-functional teams to identify recurring issues, leading to improved product quality (Quality control where required for faulty/misrepresented product).
- Maintained high levels of customer satisfaction through regular follow-ups and proactive communication. KPI of Tech Line calls, capture at least 75% of incoming calls.
- Contributed to the development of efficient support processes, reducing overall workload for the team. (Assisting Marketing team with product launches)
- Handled high volumes of incoming calls professionally while maintaining a calm demeanor under pressure.
- Navigated multiple systems simultaneously during customer interactions, ensuring accurate information was provided at all times. EWM, COPS and Cics systems.
- Coordinated with sales representatives regarding potential upgrades or replacements for dissatisfied customers when necessary.
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Supported New Zealand to Perth Western Australia and in between.
- Responded promptly to incoming sales leads distributing to the relevant Sales team for response.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Respirator Service Center Coordinator
3M Australia
11.2000 - 11.2023
- Enhanced customer satisfaction by efficiently addressing and resolving service center inquiries.
- Streamlined service center operations for optimal efficiency by implementing new processes and procedures.
- Coordinated with team members to ensure timely completion of tasks, resulting in improved service delivery.
- Managed a high volume of calls, emails, and walk-ins while maintaining professionalism and excellent customer service skills.
- Collaborated with other departments to improve communication channels and overall client experience.
- Maintained accurate records of customer interactions, ensuring all information was updated promptly in the database.
- Assisted clients with their inquiries using in-depth product knowledge, leading to increased product sales and client retention rates.
- Provided comprehensive administrative support, managing schedules, organizing meetings, and processing documentation as needed.
- Implemented quality assurance measures to continuously monitor and improve service center performance levels.
- Utilized problem-solving skills to address complex client issues effectively, ensuring prompt resolution and enhanced customer satisfaction ratings.
- Oversaw inventory management activities within the service center, coordinating with suppliers to ensure adequate stock levels were maintained at all times.
- Ensured compliance with company policies and industry regulations through proper documentation practices within the service center.
- Developed strong relationships with key stakeholders such as suppliers, vendors, and internal teams to facilitate smooth operations.
- Trained new staff members on company policies and center expectations.
- Scheduled daily service center employees and monitored performances.
- Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
- Managed efficient teams of up to 4 employees.
- Evaluated final results to determine quality levels and isolate root causes of any identified faults. (Lean Six Sigma and Six Sigma)
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Developed training materials and conducted orientation sessions for new hires to enhance their onboarding experience. (Moved from Pemulwuy warehouse to Guildford warehouse), extensive training was required.
- Established a positive working environment by fostering open communication among team members and encouraging collaboration.
- Analyzed data from customer feedback surveys to identify areas for improvement within the service center operations.
- Conducted regular performance evaluations for staff members, providing constructive feedback to aid in their professional development.
- Actively participated in cross-functional meetings to share insights and contribute to the development of company-wide strategies.
- Identified opportunities for process improvement within the service center, implementing changes that led to increased efficiency and cost savings.
- Created and maintained daily and weekly reports for upper management.
- Scheduled and oversaw maintenance, repair and installation activities.
- Utilized proper tools and materials to adhere to safety guidelines.
- Optimized supply levels to keep stock within ideal parameters for expected needs.
Team Leader Data Entry
Pharmacy Direct
07.1997 - 10.2000
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Data Entry Clerk
Real Estate Institute Of Western Australia
05.1991 - 03.1997
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
- Increased team efficiency by training new data entry clerks on company software, processes, and best practices.
- Streamlined workflow with automation techniques, reducing manual input time and minimizing potential for human error.
- Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
- Collaborated with IT department to troubleshoot software issues, leading to a more stable data entry environment.
- Improved database integrity by regularly updating records to ensure relevancy and accuracy of information.
- Reduced turnaround time for projects by consistently meeting or exceeding deadlines while maintaining high-quality work output.
- Prevented costly mistakes by proactively identifying discrepancies in numerical entries and rectifying them promptly.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained organized filing process.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Secured and protected data from unauthorized access by complying with security protocols.
- Updated and maintained customer information, documents and records.
Education
No Degree -
Six Sigma
3M InternalNo Degree - Occupational Health And Safety
BIOS UK
AIOH Australia07.2016
Partial Certificate - Occupational Health And Industrial Hygiene
Western Polytechnic Institute
Midland, WA04.2013
Skills
- Customer Support
- Information Management
- Software Development
- Database Management
- Telecommunications
- Technical Documentation
- Cross-functional Collaboration
- Quality Assurance
- Incident Management
- Technical Training
- Process Improvement
- Team Leadership
- Performance Monitoring
- Customer or Student Assistance
- Equipment Management
- Logistics Understanding
- Document Processing
- Documentation Proficiency
- Technical Diagnosis
- Technical Guidance
- Administrative Skills
- Financial Calculations
- Problem-Solving
- Inventory Records Maintenance
- Customer Referrals
- Materials Tracking
- Interpersonal Communication
- Critical Thinking
- Microsoft Office
- Materials Sorting
- Data Entry
- Materials Distribution
- Word Processing
- Administrative Work Management
Timeline
Senior Technical Assistant
3M Australia
11.2000 - 11.2023
Respirator Service Center Coordinator
3M Australia
11.2000 - 11.2023
Team Leader Data Entry
Pharmacy Direct
07.1997 - 10.2000
Data Entry Clerk
Real Estate Institute Of Western Australia
05.1991 - 03.1997
No Degree -
Six Sigma
No Degree - Occupational Health And Safety
BIOS UK
Partial Certificate - Occupational Health And Industrial Hygiene
Western Polytechnic Institute
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