Danielle Lynch
Shaw,QLD
Summary
As an experienced Customer Service Professional, having worked for numerous major employers. Specializing in Customer Service/Liaison, with extensive experience in Sales, Administration, Stakeholder Management, and various other high-level Administration and Managerial tasks. With a proven technical aptitude in various fields, can quickly gain the foundations to build on this with appropriate support. I believe I bring vast knowledge and experience to any role I undertake. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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.
Overview
20
20
years of professional experience
Work History
Business Manager
Environmental Engineering Sales Australia and EESA Constructions
09.2021 - Current
- Strategize, implement, and oversee processes for increased productivity and growth
- Design daily operational programs that achieve organizational objectives
- Manage employee activities, providing suitable resources
- Establish and grow relationships with relevant partners
- Establish cost parameters and manage overall P&L for the company
- Maintain a plan for forecasting, targeting, and attaining sales
- Supervise employee productivity and provide internal processes for improved efficiency while adhering to legal guidelines
- Provide data analytics of sales, distributors, and partners to relevant management teams
- Work with assistant managers to develop long-term strategic initiatives
- Create and maintain a rolling three-month plan for forecasting, targeting, and attaining sales
- Participate in the development of competitor analyses and pricing strategy
- Support customer-facing operations, including sales, marketing, and public relations.
- Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Negotiated contracts with suppliers and vendors, securing favorable terms for the company while maintaining strong relationships.
- Oversaw financial operations, maintaining accurate records and ensuring compliance with industry regulations.
- Successfully managed organizational change initiatives, minimizing disruptions to daily operations while achieving desired outcomes.
- Assisted with hiring process and training of new employees.
- Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
Internal Sales Coordinator
Geofabrics Australasia
06.2018 - 09.2021
- Coordinating incoming inquiries
- Data entry of quotes and orders
- Liaising with factory & warehouse staff to produce positive customer outcomes
- Maintaining internal filing system
- Sales, telecommunications within a technical retail brand.
- Conducted regular competitive analysis for staying well-informed about market trends which influenced our positioning strategies accordingly.
- Enhanced customer satisfaction through diligent follow-ups post-sale to address any concerns or issues that arose during implementation or use of productsservices.
- Contributed towards achieving organizational goals for acquiring new clientele by generating a high number of quality leads through targeted prospecting.
- Exceeded quarterly sales targets consistently by employing effective closing techniques during negotiations with prospective clients.
- Increased sales revenue by proactively identifying and pursuing new business opportunities within assigned territories.
- Collaborated closely with external sales representatives to ensure seamless communication and coordination between teams.
- Maintained up-to-date knowledge of industry trends and competitor activity to inform strategic planning for future growth initiatives.
Customer Service Officer
National Hearing Centre
04.2004 - 02.2018
- Pure tone screening
- Administration and booking of revenue appointments for multiple Audiologists
- General administrative duties
- Marketing
- Onsite pharmacy screenings
- Report writing
- Banking
- Stock Control
- Cash handling
- Office of Hearing Services Portal Access
- Claim for payment processing including manual Claim for payments.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Responded to customer calls and emails to answer questions about products and services.
Regional Support and Service Manager
CardioTech
10.2011 - 05.2014
- Dispatching work and ensuring work is completed in an accurate timeframe
- Dealing with all warranty repairs and issues
- Liaising with Dealers and Sales Representatives regarding any faults on units
- General Office and Administration duties
- Customer inquiries
- Answering technical questions and queries from external customers
- Assisting with any servicing needs, including instruction and training to contractors on how to install parts and identify faults
- Reports (MYOB)
- Creating invoices using MYOB V19+
- Stock (MYOB).
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
Customer Service Representative/Administration Officer
Energex Ltd – Brisbane, Queensland
- Customer Service Officer
- General Customer enquiries and complaints
- Sales
- Promotions
- Utilizing negotiation skills for debt payments.
- 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.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Senior Schedule and Dispatch Officer
Energex Ltd – Brisbane, Queensland
03.2004 - 04.2008
- Dispatching work and ensuring work is completed in an accurate timeframe
- Answering technical questions and queries from external and internal customers
- General Office and Administration duties
- Coordinating and controlling up to 14 field crew a day
- Issuing emergency jobs as required
- Prioritising workload for field crews.
- Assisted with the recruitment process for new dispatch staff members, conducting interviews and providing recommendations to management.
- Implemented quality control measures to ensure the accuracy of information shared between dispatchers and field officers.
- Improved dispatch efficiency by implementing advanced scheduling techniques and optimizing resource allocation.
- Managed a high volume of incoming calls from both emergency responders and the public, prioritizing requests based on urgency and available resources.
- Promoted a positive work environment through effective team building and conflict resolution strategies.
- Reduced response times for emergency calls by streamlining communication channels between officers and dispatchers.
- Participated in regular interdepartmental meetings to discuss ongoing issues and develop solutions for improving dispatch operations.
Education
Certificate 3 – Telecommunications – Customer Contact -
Energex Ltd – Brisbane, Queensland
Skills
- Customer Liaison
- Accounts Management
- Sales/Technical Support
- Contractor Management
- Administrative Professional
- Business Management
- Meet and Exceed KPIS
- MICROSOFT OFFICE SUITE
- SAP
- CMS
- X VISION
- ADVANTIX
- PEACE
- ASSIGNER
- PEOPLESOFT
- MYOB
- VISUAL CENTRES
- OFFICE OF HEARING SERVICES PORTAL
- XERO
- IFS
References
- Harriet Peck, Accountant, EESA, 0473 188 765
- Tony Hutchinson, Sales, Geofabrics Australasia, 0458 609 957
Timeline
Business Manager
Environmental Engineering Sales Australia and EESA Constructions
09.2021 - Current
Internal Sales Coordinator
Geofabrics Australasia
06.2018 - 09.2021
Regional Support and Service Manager
CardioTech
10.2011 - 05.2014
Customer Service Officer
National Hearing Centre
04.2004 - 02.2018
Senior Schedule and Dispatch Officer
Energex Ltd – Brisbane, Queensland
03.2004 - 04.2008
Customer Service Representative/Administration Officer
Energex Ltd – Brisbane, Queensland
Certificate 3 – Telecommunications – Customer Contact -
Energex Ltd – Brisbane, Queensland
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