Destiny Fui
Melbourne,VIC
Summary
Dynamic leader with a proven track record at DHL Supply Chain, enhancing team productivity and customer satisfaction through innovative workflow processes and effective communication. Skilled in MS Office and motivational techniques, adept at resolving customer service issues, and boosting operational efficiency. Excels in staff development and team leadership, consistently aligning departmental objectives with strategic goals.
Side note to leaving role is I have just had a baby and am looking for a job where I am able to eventually work from home.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Leader Manager
DHL Supply Chain
Melbourne, VIC
06.2020 - 12.2023
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
Despatch Clerk
Toll Kmart
Melbourne
03.2015 - 06.2020
- Streamlined communication between drivers, warehouse staff, and customers to ensure accurate order fulfillment and timely delivery.
- Reduced response times for urgent deliveries by closely monitoring driver locations and adjusting routes accordingly.
- Collaborated with management to review and improve dispatch policies and procedures for enhanced operational efficiency.
- Enhanced dispatch efficiency by optimizing route planning and resource allocation strategies.
- Boosted customer satisfaction with prompt resolution of inquiries, complaints, and special requests.
- Maintained a clean and orderly dispatch area, fostering a professional environment conducive to productivity and team morale.
Call Centre Representative
House Of Travel
Melbourne, VIC
03.2014 - 01.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
Level 3 NCEA - General School
Avondale College
Auckland NZ 11.2014
Skills
- Customer Focus
- Workload Management
- Motivational Skills
- Influencing skills
- Remote Team Management
- Staff Development
- Team Leadership
- Teamwork and Collaboration
- Customer Service
- Decision-Making
- Computer Skills
- Goal Setting
- MS Office
Certification
Level 3 in warehousing
Timeline
Team Leader Manager
DHL Supply Chain
06.2020 - 12.2023
Despatch Clerk
Toll Kmart
03.2015 - 06.2020
Call Centre Representative
House Of Travel
03.2014 - 01.2015
Level 3 NCEA - General School
Avondale College