Overview
Work History
Education
Skills
Languages
Timeline
Generic

Edyta Borek

Carlton,NSW

Overview

20
20
years of professional experience

Work History

Customer Service Specialist and Support Officer

Melitta Professional Coffee Solutions Australia
03.2024 - 03.2025
  • At Melitta Professional, my primary goal is to provide unwavering support to our clients
  • My role is dynamic and engaging, involving a variety of tasks that keep me on my toes
  • These tasks include answering calls from individual and commercial customers, processing consumable and spare parts, booking technical services for Melitta coffee machines, and providing annual plant maintenance services
  • I also manage customer emails in the Professional Info and Spare Parts mailboxes, ensuring timely responses and directing inquiries to the appropriate departments
  • A crucial aspect of my work involves collaborating with Regional Managers and Sales Representatives across Australia
  • This teamwork enhances our service delivery and customer satisfaction
  • In addition to my daily responsibilities, I also handle requests in the CRM system for consumables and coffee machine orders that need to be processed for customers under fully paid purchase orders or lease or rental plans
  • I promptly processed these requests, including all relevant coffee machine details in the customer account
  • After processing the orders, I email DSH, the central warehouse, to request delivery of the specific coffee machine directly to the site or to arrange for collection and delivery by a technician
  • I manage customer complaints about incorrect orders, missing items, incorrect invoices, and technical service inquiries
  • I oversee the complaint process from start to finish, ensuring customer satisfaction with the resolution
  • My goal is to address issues promptly and keep customers happy throughout the process

Fleet Management Operations Specialist

Hilti Australia
03.2023 - 02.2024
  • As the leader of the Hilti fleet management team, my key responsibility is to ensure cost-effectiveness and tool accessibility while minimizing downtime
  • We have implemented an efficient preventive maintenance system and monitor workshop activities to keep asset information accurate in the WASP database and Hilti SAP system
  • With extensive experience in a customer-focused environment, we engage with diverse stakeholders and build strong relationships
  • We prioritize effective recruitment, work planning, performance management, and coaching to deliver high-quality results and services, ensuring compliance with policies and best practices
  • Our commitment to sharing lessons learned and best practices enhances the performance of the Hilti fleet
  • We boost customer satisfaction, promptly address concerns, and collaborate across departments to identify process improvements, keeping us at the forefront of fleet management innovation

Customer Service Officer I

NSW Birth Death and Marriage Department
08.2021 - 02.2023
  • I was dedicated to providing exceptional service to customers in New South Wales, focusing on accurate and timely support while ensuring high customer satisfaction
  • I take pride in my administrative support activities, maintaining compliance with agreed standards and deadlines
  • Despite the pressures of a busy environment, I remained committed to accuracy and detail
  • My team worked flexibly across Registry service lines to deliver a first-class customer experience, even with complex inquiries
  • I have experience with Microsoft365, particularly Excel, SAP, Word, and PowerPoint
  • I improved customer satisfaction by efficiently resolving inquiries and streamlining communication for timely issue resolution
  • My efforts boosted customer retention through proactive follow-ups and problem-solving
  • I collaborated with team members to streamline processes and developed strong rapport with customers, fostering loyalty and repeat business
  • My contributions helped achieve departmental targets by consistently meeting key performance indicators and improving the first-contact resolution rate

Copywriter, Student Advisory and Office Administration

Open Connexus - International Students Office
04.2016 - 02.2021
  • As a copywriter and student advisor, I developed strategic models for various accounts, ensuring compliance with requirements and mission statements
  • I have strong interpersonal and communication skills, and I handle confidential matters with discretion
  • My leadership was evident in a seven-year initiative that impacted over12,000 students worldwide, where I facilitated their educational choices in Australia through long-term planning
  • I also enhanced product visibility with clear e-commerce descriptions and generated interest via press releases
  • Additionally, I optimized social media engagement by crafting shareable content and contributed to proposals for new business opportunities by providing persuasive written materials
  • I excel at simplifying complex information for specific audience segments using plain language

Administration Assistant

Kovar PTY LTD
05.2015 - 02.2016
  • Demonstrated experience in case management, triage, and analysing and responding to complex cases
  • As a visitor services representative, I warmly welcomed visitors, addressed their inquiries, and directed them to the appropriate personnel
  • In the absence of the Kovar Director, I managed client phone calls and provided them with detailed responses to their inquiries, showcasing my effective communication skills
  • I also monitored daily and weekly schedules and monthly calendar obligations for clients' visits and prepared presentations accordingly
  • Additionally, I tracked project performance data using sales growth spreadsheets to generate reports, thus keeping management informed of significant trends
  • Demonstrated experience using computer software such as Microsoft365 suit, especially Excel, Word Office, and PowerPoint
  • Streamlined office processes by implementing efficient organisational strategies and time management techniques
  • Enhanced communication efficiency by creating comprehensive internal documentation and updating office policies for clarity
  • Reduced administrative workload for supervisors, managing calendar appointments and coordinating meeting logistics
  • Increased customer satisfaction by providing timely and professional responses to inquiries via phone, email, or in-person visits
  • Safeguarded private information through meticulous record-keeping practices, always adhering to company confidentiality policies
  • Promoted a positive work environment through proactive conflict resolution tactics during employee interpersonal disputes
  • Answered multi-line phone system, routed calls, delivered messages to staff, and greeted visitors

Sales Support Coordinator and Analyst

Perrii Cutton
12.2014 - 12.2015
  • I previously worked as a member of the sales support team, which plays a vital role in helping sales representatives make sales and close deals
  • My responsibilities included various functions such as administration, research, and customer support, where I focused on building strong and lasting relationships with clients
  • I also assisted in preparing promotional materials and managing paid advertising
  • In my role, I handled high-volume caseloads, ensuring tasks were completed on time and maintaining effective communication with clients
  • I developed tailored support plans to meet the unique needs and goals of a diverse clientele
  • By implementing new technologies, I streamlined processes to optimize workflow and improve overall productivity
  • Additionally, I served as an advocate for clients within the community, collaborating closely with external partners to help them access necessary resources and support
  • I enhanced client engagement through personalized outreach efforts, resulting in stronger rapport and more successful collaboration toward achieving their goals

2IC Manager

Bijoux Jewellery
12.2012 - 12.2014
  • I previously worked as a member of the sales support team, which plays a vital role in helping sales representatives make sales and close deals
  • My responsibilities included various functions such as administration, research, and customer support, where I focused on building strong and lasting relationships with clients
  • I also assisted in preparing promotional materials such as brochures, presentations, and product catalogs, and managing paid advertising
  • One of my key strengths is my ability to handle high-volume caseloads, ensuring tasks are completed on time and maintaining effective communication with clients
  • I have a proven track record of developing tailored support plans to meet the unique needs and goals of a diverse clientele
  • By implementing new technologies, I streamlined processes to optimize workflow and improve overall productivity
  • Furthermore, I took on the role of an advocate for our clients within the community, working closely with external partners to help them access necessary resources and support
  • My efforts in enhancing client engagement through personalized outreach resulted in stronger rapport and more successful collaboration towards achieving their goals

2IC Manager

French Connection
10.2010 - 12.2012
  • I have evaluated operational trends and made proactive adjustments to maintain alignment between performance and objectives
  • I have applied strategies to reduce shrinkage over two years to achieve this
  • I have conducted inventory counts to assess the current state of inventory integrity against target accuracy levels and tracked variances
  • In addition, I have recruited, hired, and trained new employees while monitoring and reviewing individual performance
  • To improve productivity, I have initiated and coordinated scheduling appointments and itineraries, enhanced team productivity by streamlining daily operations and implementing efficient processes
  • I have also played a key role in the company's growth by identifying new business opportunities and expansion strategies, contributing to a sense of optimism about the company's future
  • Spearheaded successful project management efforts by establishing clear goals, timelines, and resource allocation plans
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs
  • Streamlined and monitored quality programs to alleviate overdue compliance activities

Lead Brand Representative

Allan Pinkus
07.2008 - 10.2010
  • My collaboration with the customer service team resulted in exceptional product information and services, ensuring customer satisfaction
  • I leveraged my extensive and up-to-date knowledge of all product categories to drive strategic marketing decisions
  • I consistently maintained visual merchandising standards, highlighting all product features to attract customers and boost sales
  • Through warm and friendly customer interactions, I ensured that clients had positive and rewarding experiences
  • I replenished the product stock to maintain appropriate levels and meet expected sales demands
  • By collecting customer data, I built personalised personal development opportunities
  • I promoted a positive company image through superior customer service experiences, enhancing our market reputation
  • Boosted brand recognition by developing and implementing targeted marketing strategies
  • Enhanced customer loyalty through exceptional service and product knowledge
  • Monitored customer preferences to determine the focus of sales efforts
  • Maintained accurate records of promotional events and customer interactions
  • Developed and executed promotional campaigns to drive brand awareness and sales
  • Set up and broke down promotional booths and tents and talked to potential customers for successful promotional events

Sales Consultant

MYER
11.2004 - 07.2008
  • As a sales team member, I collaborated with my colleagues to achieve group targets, often exceeding quotas by70% or more
  • I adopted a client-centered approach by identifying prospects' needs and providing tailored responses and information on suitable products and services
  • I also created professional sales presentations that effectively communicated product quality and included market comparisons for potential customers
  • Additionally, I organized new merchandise with clear signage and attractive displays to encourage customer purchases and help move overstock items
  • This strategy enabled me to meet and surpass sales targets, significantly boosting revenue consistently
  • Overall, my experience and expertise in sales will allow me to contribute positively to any team focused on achieving sales goals and driving business growth
  • I generated increased sales revenue through effective lead generation and follow-up efforts and enhanced customer satisfaction by offering personalized consultations and tailored product recommendations

Education

Master's Degree - Secondary School Teacher- History and Geography

The Notre Dame University
01.2025

Bachelor - Psychology- Customer Psychology

University of South Australia- Open Universities Sydney
07.2020

Diploma - Teaching History and Geography

Australian Catholic University
07.2014

Advanced Diploma - Business Management and Business

Australian College Of Vocational Studies
03.2011

Diploma - Marketing

Southern Cross International College
08.2007

Skills

  • My key skills include quantitative Skills, Fleet Management, Customer Service, Problem-Solving, Process Planning, Logistics Management, Resource Planning and Scheduling, and Planning and Coordination These skills have been honed through my professional experiences and make me a valuable asset to any team
  • Customer service
  • Good communication skills
  • Excellent written and oral communication
  • Customer relationship management (CRM)
  • Telephone etiquette
  • Complaint handling
  • Problem resolution
  • Customer relationship management
  • Complaint resolution
  • Customer order management
  • CRM software
  • Computer proficiency

Languages

Polish
Native or Bilingual

Timeline

Customer Service Specialist and Support Officer

Melitta Professional Coffee Solutions Australia
03.2024 - 03.2025

Fleet Management Operations Specialist

Hilti Australia
03.2023 - 02.2024

Customer Service Officer I

NSW Birth Death and Marriage Department
08.2021 - 02.2023

Copywriter, Student Advisory and Office Administration

Open Connexus - International Students Office
04.2016 - 02.2021

Administration Assistant

Kovar PTY LTD
05.2015 - 02.2016

Sales Support Coordinator and Analyst

Perrii Cutton
12.2014 - 12.2015

2IC Manager

Bijoux Jewellery
12.2012 - 12.2014

2IC Manager

French Connection
10.2010 - 12.2012

Lead Brand Representative

Allan Pinkus
07.2008 - 10.2010

Sales Consultant

MYER
11.2004 - 07.2008

Bachelor - Psychology- Customer Psychology

University of South Australia- Open Universities Sydney

Diploma - Teaching History and Geography

Australian Catholic University

Advanced Diploma - Business Management and Business

Australian College Of Vocational Studies

Diploma - Marketing

Southern Cross International College

Master's Degree - Secondary School Teacher- History and Geography

The Notre Dame University

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Edyta Borek