Summary
Overview
Work History
Education
Skills
Timeline
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DEEPA COELLO

Melbourne,VIC

Summary

Dynamic E-Commerce Store Manager with a proven track record managing own e-commerce website and Ebay storefront excelling in E-commerce Retail Sales / Customer Satisfaction. Achieved a 99% positive feedback rating from ebay customers consistently. 10+ years in online retail environment and highly adept at leveraging technical & organizational skills, multi-tasking and deploying empathy to enhance customer experiences and driving business growth.

Overview

30
30
years of professional experience

Work History

E-COMMERCE STORE MANAGER/ EBAY STORE SPECIALIST

GIFTSNBARGAINZOZ
01.2015 - Current
  • Digital Marketing: Job involves writing detail product descriptions, choosing the right product category on ebay, taking high quality photos and editing them to ebay standards, creating and promoting these listings.
  • Currently managing and coordinating store sales for 1600+ ebay product listings
  • Facilitated resolution of queries, handled complaints efficiently, and promoted positive buyer experiences.
  • Evaluated sales trends, promoted solutions that convey value propositions, modified pricing structures, and enhanced business strategy through data insights.
  • Handled customer inquiries effectively and promptly to maintain a 99% positive customer feedback rating.
  • Analyzed market trends to identify new product opportunities and ensure alignment with consumer preferences.
  • Collaborated with suppliers to negotiate favourable pricing agreements and secure high-quality products for the e-commerce retail store.
  • Strengthened relationships with vendors to ensure reliable product deliveries while maintaining healthy business partnerships.
  • Studied market to determine optimal pricing of goods and capitalize on emerging opportunities.
  • Managed inventory levels for optimal stock availability, reducing excess stock and minimizing costs.
  • Boosted store sales via effective deployment of marketing techniques featuring keywords to make products standout amidst competitive offerings
  • Coordinated finance operations, business performance sales analytics, returns handling, and reconciliation of transaction statements with eBay payouts.
  • Boosted sales during peak seasons by designing promotional events and coordinating targeted advertising campaigns.
  • Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
  • Managed day-to-day business operations.
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
  • Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Executed timely packaging and shipping of items to guarantee exceptional customer satisfaction
  • Maintained a 5-star seller rating through excellent communication and problem-solving.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Implemented effective business strategies, increasing revenue, and effectively targeting new markets.


ONLINE RETAIL SALES MANAGER

GIFTSNBARGAINS
07.2013 - Current
  • Facilitated high volumes of orders by creating effective product listings from scratch
  • Boosted sales performance by implementing effective online visual product photos and by employing effective keywords
  • Utilized customer service best practices to decrease returns while boosting sales
  • Collaborated with Graphic Design Firm to develop impactful online retail website utilizing Woo Commerce
  • Managed inventory effectively to minimize stock shortages and ensure optimal levels of merchandise for maximum sales.
  • Identified and engaged suppliers for merchandise procurement locally and internationally
  • Coordinated special events within the store such as product launches or promotional activities that generated excitement among customers.
  • Managed store budget effectively, ensuring expenses stayed within predetermined limits while maintaining a high level of customer satisfaction.
  • Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
  • Enhanced profitability by developing pipelines utilizing marketing and sales strategies.

Sr. Online Customer Service Publishing Consultan

Sensis Pty Ltd
07.2000 - 06.2008
  • Senior Online Publishing Call Centre representative adept at maintaining stellar customer satisfaction scores while handling high ticket volumes
  • Enhanced customer satisfaction by swiftly addressing and resolving inquiries through email and live chat platforms.
  • Worked on Citysearch.com.au, Yellowpages, Whitepages, Big Colour Pages, Whereis.com.au
  • Managed approximately 30-40 incoming calls, emails and faxes per day from customers.
  • Handled escalated customer complaints with professionalism and empathy, working diligently to find satisfactory resolutions while preserving client relationships.
  • Assisted in updating company policy documents to reflect evolving best practices for online customer service operations.
  • Developed and updated graphics and content for all online publishing products for Company
  • Collaborated with cross-functional teams to address complex issues, providing comprehensive solutions for customers.
  • Contributed ideas during brainstorming sessions aimed at optimizing internal processes as well as enhancing the overall user experience.
  • Utilized CRM software to manage and track customer interactions, ensuring timely follow-up and personalized service.
  • Developed strong relationships with clients through active listening skills alongside empathetic problem-solving abilities.
  • Achieved high levels of first-contact resolution with thorough understanding of company products and policies.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Leveraged technical abilities to navigate diverse operational systems while at the same time assisting customers over the phone
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Effectively and consistently worked towards specific targets and KPIs and often exceeded them
  • Received recognition for outstanding customer servicey
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Sr Copy Supervisor (Advertising)

SISTAS SAATCHI & SAATCHI (INDIA)
04.1995 - 10.2000
  • Communicated effectively with clients to understand their unique needs, delivering tailored solutions that exceeded expectations.
  • Conducted thorough research on industry trends to ensure copy was relevant and compelling to target audiences.
  • Participated in brainstorming sessions, contributing innovative ideas for new marketing campaigns.
  • Mentored team members in best practices.
  • Enhanced brand messaging by developing engaging and persuasive copy for marketing materials.
  • Adapted writing style as needed to suit different client voices or brand guidelines, ensuring a cohesive tone across all channels of communication.
  • Mentored junior copywriters, improving their writing skills and overall performance within the team.
  • Managed multiple projects simultaneously while consistently meeting deadlines and maintaining a high standard of work quality.
  • Collaborated with creative teams to produce visually appealing and effective advertising campaigns.
  • Played a key role in successful pitch presentations by providing persuasive copy that clearly communicated campaign objectives and benefits to potential clients.
  • Adhered to timelines and managed priorities to meet milestones and deadlines.
  • Won Awards for excellence in Copywriting at the local ASCI and Ad Club Awards events

Education

Post Graduate Diploma - Journalism And Mass Communication

Madras Christian College (MCC) - Chennai
Chennai, India

Bachelor of Arts - Corporate Secretaryship

Anna Adarsh
Chennai, India

Graduate Diploma - Library And Information Science

Victoria University
Melbourne, VIC
2010

Skills

  • Market Analysis
  • Customer relations
  • Inventory management
  • Driving Sales
  • Competition Analysis
  • Creating effective sales campaigns
  • Technical skills: Proficiency in using several digital marketing tools and platforms
  • Logistics Management (inwards & outwards)
  • Ability to adapt to the rapidly changing digital landscape
  • Identifying opportunities, acting on them, and delivering results
  • Excellent Communication Skills
  • Call Centre Experience & Skills
    -Knowledge Retention and Recall, Ability to Handle High Pressure, Speed and Efficiency in resolving issues, Creative Problem Solving, Emotional Stability, Empathy, Organizational Ability, Advanced technical skills to multitask various operational systems while interacting with customers to achieve and maintain call centre KPIs

Timeline

E-COMMERCE STORE MANAGER/ EBAY STORE SPECIALIST

GIFTSNBARGAINZOZ
01.2015 - Current

ONLINE RETAIL SALES MANAGER

GIFTSNBARGAINS
07.2013 - Current

Sr. Online Customer Service Publishing Consultan

Sensis Pty Ltd
07.2000 - 06.2008

Sr Copy Supervisor (Advertising)

SISTAS SAATCHI & SAATCHI (INDIA)
04.1995 - 10.2000

Post Graduate Diploma - Journalism And Mass Communication

Madras Christian College (MCC) - Chennai

Bachelor of Arts - Corporate Secretaryship

Anna Adarsh

Graduate Diploma - Library And Information Science

Victoria University

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