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