Emily Kelly
Rockhampton ,Queensland
Summary
Proven track record in enhancing customer satisfaction and operational efficiency, notably at Energy Queensland. Expert in CRM software and problem-solving, I've significantly reduced costs and improved team performance through strategic training and resource management. Skilled in customer relations and Microsoft Excel, my approach has consistently fostered growth and exceeded sales targets.
Overview
10
10
years of professional experience
Work History
Customer Service Officer, Operations Department
Energy Queensland
03.2018 - Current
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Conducted regular performance reviews with staff members, identifying areas for improvement and developing action plans for growth.
- Provided ongoing training for team members, enhancing their knowledge of products, services, and best practices in customer support.
- Reduced operational costs through effective resource allocation and utilization of available tools or technologies.
- Maintained accurate records of customer interactions, ensuring seamless handovers and follow-ups when necessary.
Recruiter
Champ Resources
02.2017 - 05.2018
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Coordinated schedules to arrange management interviews with applicants.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
- Assisted with onboarding and orientation of new hires to expedite acclimatization process.
- Advertised job opportunities on social media platforms and job boards.
- Collaborated with hiring managers to understand job requirements and expectations.
- Enhanced recruitment process for faster hiring by utilizing various sourcing tools such as job boards, social media, and networking events.
- Developed recruiting strategies to identify qualified candidates and build network.
- Provided exceptional customer service to both candidates and clients, fostering long-term partnerships.
- Studied job descriptions and qualifications to determine applicant requirements.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Created engaging job postings that accurately reflected position requirements while showcasing company culture.
- Developed strong understanding of industries served, allowing for targeted recruiting efforts for specialized positions.
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
- Operated and maintained applicant tracking and candidate management systems.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Trained junior recruiters on best practices, contributing to overall team success and improved efficiency.
- Partnered with HR teams to determine workforce planning needs, aligning recruitment efforts with business objectives.
- Increased candidate placements by developing and maintaining relationships with clients and candidates.
- Streamlined communication between candidates and hiring managers, leading to higher satisfaction on both sides.
- Collaborated with internal teams to address specific recruitment challenges and develop tailored solutions.
- Maintained compliance with federal and state employment laws during entire recruitment process.
- Developed and implemented plans to improve recruitment process.
- Monitored recruitment metrics to identify areas for improvement and implemented changes accordingly.
- Implemented innovative sourcing strategies that led to the discovery of top talent in competitive markets.
- Conducted comprehensive reference checks to ensure the credibility of potential hires before extending offers.
Retail Store Manager
Coopers Rockhampton
04.2014 - 02.2017
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Completed routine store inventories.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
- Trained team members in successful strategies to meet operational and sales targets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Continuously assessed store layout to optimize product placement for enhanced visibility and impulse purchases from customers.
- Managed store organization, maintenance, and purchasing functions.
- Submitted orders for new inventory.
- Collaborated with upper management to develop strategic plans for store growth and expansion.
- Maintained customer satisfaction with quick and professional handling of product returns.
Education
Bachelor Of Law - Law And Business
James Cook University
Townsville, QLD08.2013
Secondary Schooling -
The Cathedral College
Rockhampton, QLD2009
Skills
- Call center experience
- Customer Focus
- Complaint Handling
- CRM Software
- Problem-solving abilities
- Customer Service
- Critical Thinking
- Active Listening
- Problem Resolution
- Customer Relations
- Microsoft Excel
- Computer Proficiency
- Data Entry
- Conflict Resolution
- Appointment Scheduling
- Money handling abilities
- Professional telephone demeanor
- Administrative Support
- Call Management
- Prioritization
- Building rapport
- Call Center Operations
Timeline
Customer Service Officer, Operations Department
Energy Queensland
03.2018 - Current
Recruiter
Champ Resources
02.2017 - 05.2018
Retail Store Manager
Coopers Rockhampton
04.2014 - 02.2017
Bachelor Of Law - Law And Business
James Cook University
Secondary Schooling -
The Cathedral College