Debbie Egan
Manly Vale,NSW
Summary
Self-motivated Customer Service Coordinator with strong communication skills and effective time management. Built relationships and contributed to growth through proactive decision-making and a calm demeanor. Committed to delivering exceptional service and exceeding expectations.
Overview
30
30
years of professional experience
3
3
Certifications
Work History
Warehouse Manager
Derma Aesthetics & SIMKA
Oxford Falls
10.2024 - Current
- Reduced damaged orders leaving the warehouse by up to 80%, whilst minimising packaging using biodegradable materials and limiting the weight of the packages to achieve this goal.
- Developing a system for in by 12 out by 5pm with 100% success rate, for both B2B and B2C portals. Error rates dropped down to less than 8% monthly with set KPI's for each team member and having ownership of different tasks.
- Managing, motivating and mentoring team of 4, making sure all team members are cross trained in all aspects of the role, with one-on-one Quarterly conversation goals, achievementsand performance reviews & KPI tracking.
- Weekly rotating of roles, weekly cycle count, yearly stock count.
- Organise the warehouse so no products, marketing on the floor reducing marks and damage. Rearrange, install shelving for new products over two warehouse locations.
- Decreased the monthly Aus Packaging box orders to align with monthly promotions, saving overall costs.
- Exceptional customer service and support to all our partners/clients. Working with marketing for the launch & visual presentation of Influencer VIP and media send outs.
- Handled phone queries, set up opening orders, processed phone orders, invoiced, picked, packed, and shipped via courier BNL, tracked parcels, and resolved misdeliveries.
- Systems: Cin7, HubSpot, Trello, Mach Ship, Cairo, Big Commerce, Teams
Customer Service Supervisor
ParagonCare Surgical Specialties
Frenchs Forest
03.2024 - 10.2024
- Reason for Leaving: Merger with Clifford Hallam Healthcare, New location Eastern Creek.
- Managed team of 3 in order to cash process, overseeing order fulfilment for sales orders, consignment resupply, and loan bookings.
- Handled patient surgery bookings and processed inquiries related to post-surgery usage.
- Act as a liaison between other departments in the organisation whilst conducting daily ZOOM training sessions with new staff members nationally and internationally.
- Streamlined proforma follow-up, reducing outstanding items from approximately 20 daily to less than 3%, increasing revenue and minimizing fee waivers.
- Communicate with freight carrier for POD and urgent delivery information.
- Resolved customer concerns to ensure positive service experience.
- Maintain KPI’s including delivery in full and on time, open orders pending purchase orders closed within 3-4 days achieved.
- Systems: PRONTO ERP, MS Office suite, Microsoft application skills
Surgical Set & Sports Tissue Manager
ConMed Australia
Frenchs Forest, NSW
09.2022 - 12.2023
- Management of two teams in a fast paced, time critical environment. Ensuring effective communication, positive working environment, motivation, guidance, one on one and team meetings.
- Adapted leadership style to individual team members' needs, fostering daily success and promoting continuous growth.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maintained professionalism and composure while addressing dissatisfied customers during loan set tracking for POT procedures.
- Leveraged industry expertise and customer service skills to resolve concerns and enhance loyalty for surgical-specific requests.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
Surgical Set Supervisor
ConMed Australia
Frenchs Forest, NSW
07.2011 - 09.2022
- Take phone / email bookings, including POT and next flight requests. Confirming with Surgeons' rooms providing relevant booking confirmation and ETA.
- Obtain approval for the TSF freight fees from relevant hospital departments.
- Confirm with product specialist Surgeon Specific requirements.
- Generated new rental sets in collaboration with Regulatory for ARTG approval and compliance, established cost pricing for ordering new instrument sets.
- Supply instrumentation for Consignment Keep stocktake of all rotation sets nationally.
- Generate and maintain “rental set booklet,” whilst generating, updating and publishing with any new rental sets, providing pictures and details of the rental set created.
- Track and monitor all time critical bookings and dispatch using Smart ways Logistics.
- Contact product specialists to hand deliver time critical trauma sets for immediate delivery.
- Coordinated return of rental sets within 3-day timeframe.
- Streamlined pick/packing process from QC checking to dispatch, improving efficiency in set distribution.
- Quality management of instrumentation and overall Quality Checking and training.
- Work with Inventory to allocate stock to fulfill back orders.
- Strict processes for expired stock, labeling any soon to be expired stock to be used first.
- Removing soon to be expired to be provided to MEDED for training or marketing demonstrations. Relocate rental set room to larger warehouse, organizing sets and shelf locations whilst still dispatching / booking rental sets.
- Developed Salesforce booking system with US collaboration, automated booking processes, and provided training on usage for improved reporting.
- Implement new In2Bones product launch within 1 month, working closely with remote product manager to integrate the new range with immediate supply / dispatch / and marketing of new range.
Rental Set /Customer Service Representative Team Lead
ConMed Australia
Frenchs Forest
07.2011 - 01.2017
- Generate proformas based on usage or only rental set fees applicable.
- Chase PO Numbers from hospital purchasing departments and Invoice.
- Make cold calls to update proforma database and find out if there are any disputes with providing PO Numbers OR requesting PO to be provided to close off Oracle order.
- Escalated disputes to product manager and product specialists for resolution.
- Provided assistance and support to customers, addressing inquiries and resolving issues.
- Daily back up for Rental Set Supervisor
Customer Service Representative
ConMed Australia
Frenchs Forest
07.2006 - 03.2011
- Customer Service Supervisor, Regulatory Product Reporting, Capital Trial and Samples Senior Coordinator Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Addressed customer inquiries and suggestions with courtesy and professionalism, ensuring positive customer interactions.
- Listened actively to customers, resolved concerns efficiently, and escalated major issues to supervisor, ensuring timely processing of customer service orders.
Account Executive & National Trainer
Gatineau Paris
Head Office St Kilda VIC (Remote Home Office)
10.2003 - 07.2006
- Executed front line marketing strategies to engage clients and enhance brand visibility.
- Conducted cold calls and canvassing over phone and in person to generate leads and establish initial contact.
- Executed sales presentations, promotions, and negotiations with day spas, 5-star hotels, and beauty salons, successfully developing new accounts while ensuring high-quality service delivery.
- Traveled interstate for in-clinic hands-on training with therapists and provided follow-up training via phone to enhance skills and service quality.
Medical Sales Representative - Plastics
Device Technologies
Frenchs Forest
01.2001 - 07.2003
- Established strong business relationships with Plastic Surgeons and Cosmetic Surgeons, enhancing collaboration with hospital nurse unit managers through effective negotiation.
- Managed appointment diary and ensured quality control for post-surgery garment fittings, streamlining patient experiences.
- Executed precise product training and maintained effective marketing and sales communication within surgery room and office.
Owner/Operator
Beachside Beauty
Curl Curl
06.1996 - 12.2000
- Established new layouts and managed day-to-day operations, overseeing accounting and procedures.
- Enhanced customer service and public relations to strengthen business and loyalty programs.
- Research and design of marketing strategies promotions and local advertising.
- Collaborated with salon to launch after-hours personal fitness training service, promoting overall client well-being and remedial massage.
Skills
- Shipping, receiving, and warehousing
- KPI tracking
- Attention to detail
- Quote preparation
- CRM software
- Team leadership & building
- Account management
- Adherence to high customer service standards
- Customer service excellence
- Conflict resolution
- Complaint handling
- Problem solving
- Time management
- Skilled multi-tasker
- Adaptability to change
- Meticulous attention to detail
- Oracle
- Sales Force
- PRONTO
- Cin7
- HubSpot
- Big Commerce
- Trello
- Teams / Zoom
- MicroSoft Office
Certification
2006 TAFE College & Education NSW, Business Management
Timeline
Warehouse Manager
Derma Aesthetics & SIMKA
10.2024 - Current
Customer Service Supervisor
ParagonCare Surgical Specialties
03.2024 - 10.2024
Surgical Set & Sports Tissue Manager
ConMed Australia
09.2022 - 12.2023
Surgical Set Supervisor
ConMed Australia
07.2011 - 09.2022
Rental Set /Customer Service Representative Team Lead
ConMed Australia
07.2011 - 01.2017
Customer Service Representative
ConMed Australia
07.2006 - 03.2011
Account Executive & National Trainer
Gatineau Paris
10.2003 - 07.2006
Medical Sales Representative - Plastics
Device Technologies
01.2001 - 07.2003
Owner/Operator
Beachside Beauty
06.1996 - 12.2000