Emily Elliott
Summary
Diligent worker with experience managing phone, online and consultative communications with clients. Proactively identified opportunities to excel and built strong relationships with customers. Consistently exceeded customer support and service expectations by resolving issues quickly. Experienced in leadership, client and vendor management, sales and implementing business policy and procedure effectively.
Overview
10
10
years of professional experience
Work History
Customer Support Coordinator - Defence
Ventia
10.2022 - Current
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
- Adhered to company policies, procedures and system requirements.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Championed best practices within the support team, fostering a culture of continuous learning and growth.
- Mentored new team members, ensuring smooth onboarding and integration into the department.
Community Sales Manager - Spaces Parramatta Square
IWG Australia
05.2022 - 10.2022
- Oversaw the opening and management of a new serviced office location, operating over 140 offices, a large coworking space, and virtual office services . Coordinating with building management, vendors and new clients to ensure a smooth opening period.
- Provided exceptional customer service, addressing concerns and inquiries promptly and professionally.
- Coordinated property tours for prospective buyers, emphasizing unique features that set our facilities apart from competitors.
- Established rapport with potential buyers through personalized follow-ups and consistent communication efforts.
Community Associate - Regus Parramatta
IWG Australia
04.2021 - 05.2022
- Oversaw day to day operations in a serviced office location, managing 70 internal offices and 80 virtual office clients.
- Provided excellent customer service, addressing inquiries from residents and visitors in a timely manner.
- Performed administrative tasks, including scheduling, filing, and record-keeping, maintaining an organized and efficient work environment.
- Led tours to highlight property features to prospective tenants and answer questions.
- Maintained open communication with tenants to proactively handle questions and complaints throughout onboarding, tenancy and departure.
Assistant Customer Service Manager
Woolworths
Mount Druitt, NSW
09.2018 - 03.2021
- Assistant manager of a team of over 50 people in the customer service department of a busy, fast paced store.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure, including during the Covid-19 pandemic.
Store Services Assitant
Woolworths
Mount Druitt, NSW
11.2014 - 09.2018
- Conducted regular price audits to ensure accuracy of pricing information displayed on shelves and promotional materials.
- Employed strong multitasking abilities when juggling multiple responsibilities such as payroll duties alongside ticketing.
- Trained new employees on store policies and procedures, fostering a supportive learning environment.
Education
Certificate II - Business Services
TAFE
2016
High School Certificate -
Glenmore Park High School
Glenmore Park, NSW2016
Skills
- Customer Relations
- Reporting and analysis
- Account Management
- Data Entry
- Team Leadership
- Training and mentoring
- Schedule Management
- Office Management
- Multitasking and Organization
- Complaint Handling
- Microsoft Office
- Business Administration
Timeline
Customer Support Coordinator - Defence
Ventia
10.2022 - Current
Community Sales Manager - Spaces Parramatta Square
IWG Australia
05.2022 - 10.2022
Community Associate - Regus Parramatta
IWG Australia
04.2021 - 05.2022
Assistant Customer Service Manager
Woolworths
09.2018 - 03.2021
Store Services Assitant
Woolworths
11.2014 - 09.2018
Certificate II - Business Services
TAFE
High School Certificate -
Glenmore Park High School