Summary
Overview
Work History
Education
Skills
Character Referee
Timeline
Generic

Crystal Dawes

Eagle vale

Summary

Top-notch abilities in servicing accounts, processing payments and scheduling appointments. Experienced in accurately completing complex paperwork to support customer needs. I’m a Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

19
19
years of professional experience

Work History

Customer Service Advisor

Mercedes Benz
09.2024 - Current
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
  • Addressed complex issues by scheduling repair appointments.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.

Customer Service Advisor

Nutek Mechanical
09.2023 - 10.2024
  • Booking in services and repairs on all heavy vehicles
  • Updating daily spreadsheets with bookings
  • Invoicing all workshop jobs
  • Quoting repairs on jobs
  • Updating customers with progress on their vehicle
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Responded to customer calls and emails to answer questions about products and services.
  • Maintained high-quality service standards, ensuring positive customer feedback.
  • Updated account information to maintain customer records.
  • Responded proactively and positively to rapid change.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered constant flow of customer calls with minimal wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed estimates by costing materials, supplies, and labor.
  • Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Examined service history and provided initial inspection of vehicle to identify issues.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Enhanced customer satisfaction by providing timely and accurate service recommendations.
  • Reduced wait times with efficient coordination of service tasks among technicians.
  • Documented problems and corrective actions to maintain records.
  • Sought ways to improve processes and services provided.
  • Collaborated with the sales team to ensure accurate and timely billing for all clients.
  • Managed invoicing and payment processing operations.
  • Maintained accurate records of customer payments.
  • Processed payment via telephone and in person with focus on accuracy and efficiency.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Managed a high volume of inbound inquiries through phone calls and emails, providing prompt responses and accurate information on availability and pricing options.
  • Maintained relationships with high-profile clients in entertainment industry through consistent communication.
  • Passionate about learning and committed to continual improvement.
  • Streamlined workflow processes within the team, consistently meeting deadlines for data reporting and analysis.
  • Provided excellent customer service while meeting challenging time goals.
  • Generated reports and tracked customer service metrics on daily basis.

CUSTOMER SERVICE REPRESENTATIVE

VOLVO – VCV TRUCKS
01.2022 - 09.2023
  • Booking in Trucks for service & Repairs
  • Quoting vehicle Repairs
  • Updating customers regularly
  • Updating Job cards daily
  • Increasing business opportunities
  • Handling and interpretation of truck repairs
  • Invoicing, receipting and ensuring all paperwork is up to date
  • Updating customers daily on time frames and repairs
  • Helping walk in customers & vehicle booked customers
  • Helping and supporting Workshop supervisors/ Team leaders and all workshop staff
  • Answering phones daily
  • Updating Workshop job cards on repairs and conversations with customers of all vehicles in workshop
  • Updating excel spread sheet with customers correct information
  • Customer focused and advising as much detail as possible
  • Supporting customer service team and updating their jobs/customers
  • Checking in vehicles and driving them into workshop
  • Tagging vehicle keys and updating locations
  • Ensuring all jobs are updated and created before end of each day calling customers and sending emails
  • Emailing customers with quotes, bookings, job status, proforma invoices which require purchase orders
  • Ensuring all customers company details are updated
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Updated account information to maintain customer records.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Participated in daily toolbox talks to discuss safety concerns, updates on project status, and potential challenges that may arise during the day''s operations.
  • Documented mileage, deliveries, pickups, customer issues and damages on vehicles
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Trained new personnel regarding company operations, policies and services.

CUSTOMER SERVICE REPRESENTATIVE

SCANIA
01.2020 - 12.2022
  • Booking in Trucks for service & Repairs
  • Quoting vehicle Repairs
  • Reporting to senior managers weekly / Daily
  • Maintaining and increasing sales of our products
  • Increasing business opportunities
  • Handling and interpretation of truck repairs
  • Invoicing, receipting and ensuring all paperwork is up to date
  • Updating customers daily on progress of vehicles
  • Helping walk in customers & vehicle booked customers
  • Helping and supporting Workshop supervisors/ Team leaders and all workshop staff
  • Answering phones daily taking bookings
  • Supporting customer service team and updating their jobs
  • Updating Workshop pulse board of all vehicles in workshop
  • Updating job cards with jobs daily
  • Emailing customers for purchase orders for jobs
  • Booking services for jobs for repairs not done by scania and requesting them to come to sitye on repair
  • Ensuring my jobs are all updated before leaving each day
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Handled administrative duties including managing schedules appointments data entry invoicing order processing efficiently accurately.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed and updated databases to handle customer data.

SPARE PARTS ADVISER/ SALES REPRESENTATIVE/ WORKSHOP ADVISOR

SX TRAILERS
01.2014 - 12.2020
  • Arrange all deliveries & pick ups
  • Providing customer service & sales to existing and new customers
  • Reaching and exceeding targets and goals
  • Reporting to senior managers weekly
  • Maintaining and increasing sales of our products
  • Increasing business opportunities
  • Handling and interpretation of all semi-trailer spare parts
  • Invoicing, receipting and ensuring all paperwork is up to date
  • Cyclical & yearly stock takes
  • Invoicing Workshop jobs daily
  • Creating Workshop Quotes
  • Interpreting Workshop parts & ordering parts for jobs
  • Answering phones daily
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
  • Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

SPARE PARTS COORDINATOR

KRUEGER TRANSPORT EQUIPMENT P/L
01.2014 - 12.2014
  • Supply of parts to workshop & allocate to correct job
  • Arrange all deliveries & pick ups
  • Maintaining stock control
  • Review costs of parts at all times
  • Pick & pack, arrange couriers as required
  • Providing customer service & sales to existing and new customers
  • Invoicing customers and receipting of supplier invoices
  • Meet & exceed sales budgets
  • Cyclical & yearly stock takes

VETERINARY ASSISTANT

CARING VET, NARELLAN
01.2010 - 12.2010
  • Cleaning of all equipment & areas
  • Assist veterinarians during consultations, examinations, treatments & house calls
  • Assisting staff with paper work etc

CAREER

CAMPBELLTOWN CITY CHIDCARE CENTRE (AMBER COTTAGE)
01.2010 - 12.2010
  • Care of children 3-5years
  • Assisting with implementing program activities
  • Assist with the food preparation
  • Supervising outdoor activities

CUSTOMER SERVICE

LIFELINE, NARELLAN
01.2006 - 12.2010
  • Customer service, cash handling
  • Stock control
  • Arranging furniture & essentials
  • Pricing of all furniture & stock
  • Maintain a safe & clean work environment

Education

Full Drivers Licence

Forklift Licence

First Aid Certificate
2023

Child Care Certificate 3
2010

Year 10 Certificate -

Camden High School
Camden, NSW
2009

Skills

  • Reliable & trustworthy
  • Excellent communication skills
  • Ability to work as part of a team or autonomously
  • Customer service & cash handling skills
  • Works well under pressure / busy environments
  • Customer focused
  • Giving and willing to improve skills
  • Customer Focus
  • Sales proficiency
  • Vehicle Inspection
  • Building rapport
  • Appointment Scheduling
  • Complaint Handling
  • Work Order Preparation
  • Payment Processing
  • Quality Assurance
  • Product or Service support
  • Problem-solving abilities
  • Data Collection
  • Documentation
  • Money handling abilities
  • Microsoft Outlook
  • Administrative Support
  • Customer Service
  • Coordination
  • Scheduling
  • Follow-up skills
  • Quality Control
  • Service Upselling
  • Recordkeeping strengths
  • Prioritization
  • Warranty Service
  • Data Entry
  • Computer Proficiency
  • Multi-line phone talent
  • Customer Relations
  • Call Center Operations
  • Filing
  • Store maintenance
  • Product and service solutions
  • Spreadsheets
  • Shipping procedures understanding
  • Order Processing
  • Problem Resolution
  • Active Listening
  • Critical Thinking
  • Customer Relationship Management (CRM)

Character Referee

  • Sara Coetzee, SX Trailers Pty Ltd, Minto, HR, 0408 520 050, 02-9755 3333
  • Katrina Woods, LIFELINE, Narellan, Manager, 0402268951
  • Brian Potter, SX Trailers Pty Ltd, Workshop Manager, 0409 496 721

Timeline

Customer Service Advisor

Mercedes Benz
09.2024 - Current

Customer Service Advisor

Nutek Mechanical
09.2023 - 10.2024

CUSTOMER SERVICE REPRESENTATIVE

VOLVO – VCV TRUCKS
01.2022 - 09.2023

CUSTOMER SERVICE REPRESENTATIVE

SCANIA
01.2020 - 12.2022

SPARE PARTS ADVISER/ SALES REPRESENTATIVE/ WORKSHOP ADVISOR

SX TRAILERS
01.2014 - 12.2020

SPARE PARTS COORDINATOR

KRUEGER TRANSPORT EQUIPMENT P/L
01.2014 - 12.2014

VETERINARY ASSISTANT

CARING VET, NARELLAN
01.2010 - 12.2010

CAREER

CAMPBELLTOWN CITY CHIDCARE CENTRE (AMBER COTTAGE)
01.2010 - 12.2010

CUSTOMER SERVICE

LIFELINE, NARELLAN
01.2006 - 12.2010

Full Drivers Licence

Forklift Licence

First Aid Certificate

Child Care Certificate 3

Year 10 Certificate -

Camden High School

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Crystal Dawes