Cherie Rangi
Parramatta,NSW
Summary
Proven expertise in customer service and logistics planning, refined at Girbau Australia, where I excelled in optimising field operations and enhancing customer satisfaction.
Skilled in complaint handling and scheduling coordination, I significantly improved service delivery efficiency.
My proven ability to build rapport with clients, coupled with a professional demeanor, has consistently contributed to operational excellence in previous roles
Overview
8
8
years of professional experience
1
1
Certification
Work History
Field Service Coordinator
Girbau Australia
02.2021 - Current
- Scheduling and Dispatching:
- Assign technicians to service calls based on availability, location, and skill set.
- Schedule preventative maintenance visits and emergency repairs.
- Monitor technician schedules and make adjustments as needed.
- Coordinate logistics including travel arrangements and parts delivery.
- Customer Communication:
- Respond to customer inquiries and service requests.
- Provide updates on service call status and estimated arrival times.
- Address customer concerns and resolve issues.
- Manage customer expectations regarding service delivery.
- Work Order Management:
- Create and manage work orders, ensuring accurate details regarding service type, customer information, and required parts
- .Track work order progress and update status in the system.
- Ensure timely completion of work orders within assigned deadlines.
- Generating invoices
- Managing the billing process for field service work, including generating invoices based on completed service orders, ensuring accurate pricing and details, following up on outstanding payments, and coordinating with both field technicians and customers to resolve any billing discrepancies, all while maintaining accurate records and compliance with company policies
Service Allocator
Winterhalter Australia
07.2019 - 12.2020
- Customer Booking Management:
- Receiving and recording customer service requests, including details like location, service type, and desired appointment time.
- Resource Allocation:
- Assigning service requests to appropriate technicians or service providers based on their availability, skillset, and geographical location.
- Scheduling Optimisation:
- Creating efficient schedules to maximize service delivery while considering factors like travel time, workload balancing, and customer priorities.
- Real-time Monitoring:
- Tracking service progress through dedicated software, identifying potential delays or issues, and proactively addressing them.
- Communication Management:
- Communicating service updates to customers, including appointment confirmations, arrival times, and any changes to schedules.
- Incident Resolution:
- Managing and resolving scheduling conflicts, customer complaints, or unexpected service disruptions.
- Billing
- Managing and sending invoices and account updates to clients
- Resolving client questions and issues relating to invoices
Customer Service Representative
Sydney Appliance Services
09.2017 - 07.2019
- Handling Inbound Customer Enquiries:
- Answering phone calls, emails, and live chat messages from customers regarding product information, order status, billing questions, and general concerns.
- Resolving Customer Issues:
- Identifying the root cause of customer problems, providing solutions, and escalating complex issues to relevant departments when needed.
- Processing Orders and Payments:
- Assisting customers with placing orders, updating payment information, and managing returns.
- Customer Account Management:
- Updating customer information, maintaining accurate records of interactions, and following up on outstanding issues.
- Complaint Handling:
- Addressing customer complaints in a professional manner, de-escalating situations, and finding appropriate resolutions.
- Providing Product Information:
- Explaining features and benefits of company products or services to customers
Education
Upper Hutt College
Wellington, New ZealandSkills
- Customer service
- Complaint handling
- Professional appearance
- Patience and tolerance
- Building rapport with customers
- Health and safety compliance
- Field operations
- Logistics planning
- Scheduling coordination
Certification
- HLTAID011 First Aid Certificate
- HLTAID010 Provide Basic Emergency Life Support
- HLTAID009 Provide Cardiopulmonary Resuscitation
- Australian Institute of Management Time Management Certificate
Timeline
Field Service Coordinator
Girbau Australia
02.2021 - Current
Service Allocator
Winterhalter Australia
07.2019 - 12.2020
Customer Service Representative
Sydney Appliance Services
09.2017 - 07.2019
Upper Hutt College
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