Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
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Christine Exton

19 Whitehaven Cres.,Mulgrave,VIC

Summary

I am an experiences professional with strong customer service and communications skills, with a focus on building and maintaining relationships. I am known to be a fast learner, a logical thinker and problem solver. I have proven experience in working in fast paced, changing and challenging environments, with the flexibility to work autonomously and as part of a team.

Overview

17
17
years of professional experience

Work History

Retail Store Manager

John Stonemart Memorials Pty. Ltd
Dandenong South, VIC
10.2021 - Current
  • Identified customer needs and developed customized solutions.
  • Enhanced sales volume through skilled support to both new and inactive customers.
  • Cultivated strong professional relationships with stakeholders to drive long-term business development.
  • Resolved customer complaints regarding sales and service.
  • Managed a portfolio of accounts to achieve long-term success.
  • Ensured compliance with sales policies, practices, and legal requirements.
  • Acted as a liaison between the customer and cross-functional internal teams.
  • Adjusted sales techniques based on interactions and feedback from customers and peers.
  • Built customer relationships to ensure high levels of customer satisfaction.
  • Developed a comprehensive understanding of company products and services.
  • Attended industry events to build brand recognition and establish contacts.
  • Negotiated contracts with customers to ensure mutually beneficial outcomes and profit.
  • Provided exceptional customer service throughout the entire sales process.
  • Maintained accurate records of all sales activities and results.

Monumental Inspector /Inspector in Quality Assurance and Quality Control

Southern Metropolitan Cemeteries Trust
Springvale, VIC
07.2011 - 09.2021
  • Identified any potential hazards or areas that needed improvement through visual inspection.
  • Collaborated with other departments to troubleshoot problems, develop solutions, and implement corrective action plans.
  • Assisted in training new inspectors on safety protocols and standards.
  • Investigated customer complaints and queries regarding stonemasons and completed work.
  • Managed inspections across 8 cemetery sites to detect deviations from specifications or standards.
  • Worked closely with management teams to help identify process improvements that would improve overall efficiency levels.
  • Developed comprehensive checklists for use during inspections to ensure nothing was missed.
  • Documented all inspection results accurately in accordance with established guidelines.
  • Evaluated the effectiveness of existing quality control systems and made recommendations for changes or improvements as necessary.
  • Reviewed supplier documentation to ensure it was compliant with relevant regulations.
  • Filled out and submitted logs and paperwork on-time.
  • Developed and implemented inspection procedures, policies, best practices and competency requirements.
  • Participated in training to strengthen and develop inspector competencies.
  • Reported and tracked deviations from quality standards and recommended corrective action to appropriate personnel.
  • Retained strong knowledge of specifications and regulations, promptly identifying on-site issues.
  • Reviewed technical documents to verify code and safety compliance in both electronic and paper formats.
  • Monitored construction sites to verify adherence to environmental and safety regulations.
  • Reviewed and approved plans before construction, ensuring specifications met regulatory standards.
  • Updated and maintained inspection records and databases for historical reference and compliance tracking.
  • Facilitated cross-functional meetings to discuss inspection findings and collaborate on improvement strategies.
  • Documented inspection findings, prepared comprehensive reports, and communicated results to stakeholders.
  • Investigated complaints regarding safety, structural issues, or code violations, providing timely resolutions.
  • Managed and resolved conflicts arising from inspection findings, negotiating between parties to achieve compliance.

Customer Service Officer

Southern Metropolitan Cemeteries Trust
Springvale, VIC
06.2007 - 09.2011
  • Provided customer service in a courteous and professional manner.
  • Answered customer inquiries via telephone, email and face-to-face contact.
  • Resolved customer issues in an efficient and timely manner.
  • Educated customers on products and services offered by the company.
  • Assisted customers with placing orders for products and services.
  • Processed payments from customers using point of sale systems.
  • Maintained accurate records of customer interactions and transactions.
  • Identified potential opportunities to upsell products or services to customers.
  • Performed follow-up calls to ensure customer satisfaction with product and service delivery.
  • Developed strategies to improve customer service processes and procedures.
  • Handled escalated customer complaints and disputes in a professional manner.
  • Established trustful relationships with customers through effective communication skills.
  • Monitored inventory levels of products available for sale to customers.
  • Provided general administrative support including filing documents, scheduling appointments.
  • Ensured compliance with applicable laws and regulations related to customer service activities.
  • Collaborated with other departments within the organization on various projects.
  • Answered phone with positive attitude and asked questions to better understand customer needs.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
  • Communicated information to customers about product quality, value and style.
  • Processed payments and updated balances and customer totals.
  • Followed up on emailed or web-submitted customer inquiries within standard response times.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Collected deposits or payments and arranged for billing.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.

Education

High School Diploma -

Benalla Secondary College
Benalla

Skills

  • Strong relationship and stakeholder management
  • Planning and organisational skills
  • Staff Training and Development
  • Problem solving and solution focused
  • Strong administration skills
  • Customer Service
  • Multi-tasking ability
  • Sales expertise
  • People-oriented
  • Excellent work ethic
  • Client Relationship Management
  • Excellent time management skills
  • Attention to Detail
  • Team player
  • Ability to work autonomously and take initiative
  • Effective verbal and written communication

Affiliations

  • Sewing, Travel, Reading.

References

References available upon request.

Timeline

Retail Store Manager

John Stonemart Memorials Pty. Ltd
10.2021 - Current

Monumental Inspector /Inspector in Quality Assurance and Quality Control

Southern Metropolitan Cemeteries Trust
07.2011 - 09.2021

Customer Service Officer

Southern Metropolitan Cemeteries Trust
06.2007 - 09.2011

High School Diploma -

Benalla Secondary College

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Christine Exton