Summary
Overview
Work History
Skills
Certification
References
Timeline
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Danielle Cobley

Rockdale,New South Wales

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

11
11
years of professional experience
1
1
Certification

Work History

CRC Coffee Specialist OOH (B2B)

Nespresso
01.2021 - 01.2023
  • Assisted in the overhaul of the B2B Customer Care teams information structure and SOPs by implementing the same structure that was created by the B2C team
  • Increased team sales and resolution KPI by taking advantage of specific customer nuances presented by business customers
  • Used existing sales knowledge to help teach the team with different sales techniques that allowed us to take a more personal approach witht business customers
  • Further used years of knowledge with the company and the multiple processes to assist in the training of a very new team
  • Worked with management to help improve and work on my performance goals that set me up to achieve 100% or more of individual KPI targets consistently.

CRC Coffee Specialist (B2C)

Nespresso
01.2019 - 01.2021
  • Resolved team's knowledge gaps through initiated conversations between management and customer care team, resulting in increased positive feedback (KPI Target) from extensive customer base
  • Implemented a more informed financial structure for the Customer Care team to assist with after sales issues and enquiries
  • Improved individual sales KPI through all contact channels by implementing an add on suggestion based on the database information of each customer
  • Used in-store sales experience to assist the team with different sales techniques that can be crossed over into a multi-point customer experience.

Boutique Coffee Specialist

Nespresso
01.2016 - 01.2019
  • Worked in partnership with the team and other stakeholders to implement training and new procedures in line with the change in company policy and procedure
  • Designed an individualistic approach of training materials provided by HQ to allow a more streamline process that helps the team to present the new product inline with specific customer needs
  • Focused on my individual sales techniques during fast-paced periods that allowed me to still take a unique approach with each customer
  • Opened myself to critical feedback and used this to help learn a structure to identify unique sales approach and form sustainable relationships with customers and their needs.
  • Enhanced customer experience by providing personalized coffee recommendations and product explanations.
  • Boosted sales with effective upselling of premium coffee blends and related merchandise.

Sales

IM Boutique
01.2012 - 01.2016
  • Initiated a repertoire with new clients and their needs based on the company's code of conduct for best practice and confidentiality
  • Ability to quickly build knowledge of products to benefit both the customer and the company
  • Partnered with management and the team to create a relationship of responsibility to be able to work and manage multiple stores and teams
  • Optimized my behaviours to take initiative on specific roles required in-store
  • Expanded my knowledge through continued education that allowed me to maximize company KPIs.

Skills

  • Salesmanship
  • Customer service
  • Time Managment
  • Conflict resolution
  • Multiple customer touch points
  • Highly meticulous
  • Flexible
  • Team player
  • Interpersonal and communication skills
  • Ability to think outside of the box and be creative in any situation
  • Skilled in Microsoft Office Suite, Point of sale system, databases and other running systems
  • Salesmanship

Certification

  • NSW - TCWT Traffic Control
  • NSW - TCWT Traffic Management
  • NSW - White Card

References

  • Shirley Nohl, CRC Team leader, Nespresso, 0415494221
  • Rebecca Boardman, Quality Assurance Specialist, Nespresso, 0403866234


Timeline

CRC Coffee Specialist OOH (B2B)

Nespresso
01.2021 - 01.2023

CRC Coffee Specialist (B2C)

Nespresso
01.2019 - 01.2021

Boutique Coffee Specialist

Nespresso
01.2016 - 01.2019

Sales

IM Boutique
01.2012 - 01.2016

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Danielle Cobley