Crystal Dawes
Customer service advisor
Eagle vale,nsw
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
06.2024 - Current
- Assisted customers with inquiries regarding products and services.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Collaborated with team members to achieve monthly targets and improve overall performance.
- Coordinated paperwork and payments for new orders and replacement parts to obtain speedy service for each customer.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Processed invoices and payments in line with company policies and procedures..
- Consistently met strict deadlines for invoice processing, contributing to efficient cash flow management within the organization.
- Responded to customer concerns and questions on daily basis.
- Created improved filing system to maintain secure client data..
- Maintained organized records of all quotes, enabling quick retrieval and updates as needed.
- Documented customer interactions, ensuring all records were accurate and up-to-date.
- Engaged with customers in a friendly manner, fostering a positive company image.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Prepared reports on vehicles' condition after inspection and submitted to supervisor.
- Took photos of all damaged areas to include with repair reports.
- Reduced customer complaints by providing accurate and comprehensive inspection reports in a timely manner.
- Increased client satisfaction by offering tailored recommendations for vehicle maintenance and repair based on findings from inspections.
- Reduced turnaround time for vehicle drop-offs of PO PO.
- Maintained a positive attitude while managing high call volumes during peak hours.
- Cleaned and topped up coffee machine for customers waiting
- Prioritising customers in waiting room
- Daily workshop catch ups
- Updating customers daily on job progress
- Printing daily job cards and organising parts supply daily
- Rebooking jobs waiting on parts supply
Customer Service Advisor
Nutek Mechanical
08.2023 - 06.2024
- 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, NSW2009
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
06.2024 - Current
Customer Service Advisor
Nutek Mechanical
08.2023 - 06.2024
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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