Ella Carley
Peregian Beach
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
Noosa Council
11.2024 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Office Administration and Executive Assistant
KR Pest Control / King Hygiene
03.2023 - 11.2024
- Managing incoming and outgoing correspondence, including emails.
- Scheduling appointments and maintaining calendars.
- Providing customer service and assisting with making bookings.
- Ordering and maintaining office supplies and equipment.
- Providing administrative support to various departments within the organisation.
- Managing sporadic personal tasks for the Director.
Customer Experience Coordinator
State Sport Centres Trust
01.2020 - 01.2021
- Recruiting, training and managing 20+ customer service staff.
- Providing regular feedback and coaching to support employee development.
- Communicating across multiple departments including marketing, operations and maintenance.
- Seeking opportunities for enhancement to strategically plan and execute impactful changes.
- Managing, planning and implementing team meetings.
Sole Trader
Ella Fox Personal Training
01.2019 - 01.2021
- Managing marketing and lead generation.
- General accounting and bookkeeping.
- Providing clients with personalised training plans and one-on-one personal training.
- Educating clients about nutrition and diet.
Business Development
Pinnacle Health Clubs
01.2018 - 01.2020
- Marketing and lead generation management.
- Improving and managing customer satisfaction and thus retention.
- Tracking customer experience, communications and marketing efforts using SalesForce software.
- Staff satisfaction and career growth management resulting in high staff retention.
Customer Experience Coordinator
PARC
11.2015 - 01.2018
- Monitored Customer Experience Coordinator team performance, providing constructive feedback and coaching when needed.
- Resolved escalated customer issues, ensuring timely resolution and maintaining high levels of satisfaction.
- Introduced personalized follow-up procedures after resolving complaints, increasing positive feedback from customers about their experiences.
- Trained new team members on company guidelines and best practices for exceptional customer service delivery.
- Assisted in the development of comprehensive training materials for new hires, promoting a consistent approach to handling customer queries.
Senior Customer Service Officer
Gravity Zone
01.2015 - 01.2015
- Marketing team support.
- General enquiry and booking management including taking payments and issuing tickets.
- General customer service including conflict resolution and customer satisfaction.
Various Roles
Fernwood Women’s Health Club
01.2011 - 01.2015
- Exceeding membership sale KPI's.
- Creation of nutritional guides and personal exercise programs.
- Challenge coordination and implementation.
- Building and maintaining customer relationships.
Customer Relations Officer
City of Kingston
01.2013 - 11.2013
- Creation of client database.
- Managing client relations and communications.
- Maintaining KPI's.
- Communicating and reporting on customer satisfaction.
- Managing and maintaining stock levels and membership sales.
Education
Diploma of Sport & Recreation - Sport Development
Chisholm Institute
01.2014
Certificate IV in Fitness - undefined
Fitnation
01.2010
Diploma of Health Science - undefined
Melbourne Institute of Business & Technology
01.2009
Skills
- Customer Satisfaction
- Recruitment
- Staff Training and Management
- Office Administration
- Social Media Marketing
- Business Development
- Customer relations
- Decision-making
- Multitasking and organization
- Problem-solving
Timeline
Customer Service Supervisor
Noosa Council
11.2024 - Current
Office Administration and Executive Assistant
KR Pest Control / King Hygiene
03.2023 - 11.2024
Customer Experience Coordinator
State Sport Centres Trust
01.2020 - 01.2021
Sole Trader
Ella Fox Personal Training
01.2019 - 01.2021
Business Development
Pinnacle Health Clubs
01.2018 - 01.2020
Customer Experience Coordinator
PARC
11.2015 - 01.2018
Senior Customer Service Officer
Gravity Zone
01.2015 - 01.2015
Customer Relations Officer
City of Kingston
01.2013 - 11.2013
Various Roles
Fernwood Women’s Health Club
01.2011 - 01.2015
Certificate IV in Fitness - undefined
Fitnation
Diploma of Health Science - undefined
Melbourne Institute of Business & Technology
Diploma of Sport & Recreation - Sport Development
Chisholm Institute
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