Emily Milicic
Summary
A highly skilled administrative assistant with over 4 years of experience, specializing in customer service management and strategic communication to improve service quality. Proven track record in handling high-volume customer inquiries, optimizing processes, and increasing service efficiency. Proficient in MS Office, MYOB, CRM, and Xero. Demonstrates professionalism, attention to detail, and a commitment to continuous learning and teamwork.
Key achievements include:
- Resolving inbound calls swiftly, ensuring customer satisfaction.
- Collaborating with teams to improve processes and service efficiency.
- Maintaining accurate customer records in CRM software.
- Implementing new chat protocols, reducing response times by 15%.
- Managing client accounts and processing orders, ensuring timely deliveries.
- Boosting sales and customer satisfaction through effective product guidance.
- Enhancing team workflow by streamlining in-store processes and training new staff.
Skilled in inventory management, sales analysis, and customer support, consistently driving improvements in service and team performance.
Overview
7
7
years of professional experience
Work History
Administrator / Accounts
Rayiss Electrical & Solar
08.2024 - Current
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Conducted thorough account reconciliations, promptly resolving any discrepancies or irregularities identified during the process.
- Recorded accurate and efficient records in customer database.
- Monitored service after sale and implemented quick and effective problem resolutions.
Call Centre Operator / Online Chat Agent
ITSM
12.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Sales Administration Assistant / Team Member
PREMIER AWARDS
05.2022 - 12.2023
- Maintained accurate records of client interactions, ensuring a seamless experience for customers during follow-up communications.
- Contributed to achieving sales targets through proactive administrative assistance, allowing representatives to focus on closing deals.
- Maintained productive, efficient approach to all tasks.
- Developed strong cooperative relationships with coworkers and managers.
- Addressed and resolved customer complaints in polite and professional manner.
- Assisted with inventory counts and stocking of merchandise.
- Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
Casual Sales / Administration Assistant
JD Sports
01.2022 - 12.2022
- Assisted in the development of sales strategies and marketing materials to increase brand awareness and drive revenue growth.
- Enhanced team collaboration, contributing to a positive work environment through effective communication and problem-solving skills.
- Analyzed market trends, providing valuable insights into potential opportunities for business growth and expansion.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Contributed to achieving sales targets through proactive administrative assistance, allowing representatives to focus on closing deals.
Casual Retail Sales Assistant
KIDSTUFF
05.2019 - 12.2021
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained clean, organized store environment for an inviting shopping experience for customers.
- Built strong relationships with customers, resulting in repeat business and referrals.
- Handled incoming phone calls professionally, addressing customer inquiries or directing them appropriately within the store.
- Participated in staff training sessions to enhance product knowledge and improve overall sales skills.
- Improved store appearance with effective merchandising and creative displays.
Casual Retail Sales Assistant / Administration Assistant
FOREVER 21
01.2018 - 03.2019
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained clean, organized store environment for an inviting shopping experience for customers.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted in inventory management, ensuring accurate stock levels for optimal sales performance.
- Increased sales by offering advice on purchases and promoting additional products.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
Education
HSC -
St Euphemia College
01.2018
Skills
- Problem-solving
- Communication
- Customer Service
- Team Collaboration
- Sales Management
- Customer service
- Data entry
- Attention to detail
- Recordkeeping and file management
- Office administration
Languages
Greek
Timeline
Administrator / Accounts
Rayiss Electrical & Solar
08.2024 - Current
Call Centre Operator / Online Chat Agent
ITSM
12.2023 - Current
Sales Administration Assistant / Team Member
PREMIER AWARDS
05.2022 - 12.2023
Casual Sales / Administration Assistant
JD Sports
01.2022 - 12.2022
Casual Retail Sales Assistant
KIDSTUFF
05.2019 - 12.2021
Casual Retail Sales Assistant / Administration Assistant
FOREVER 21
01.2018 - 03.2019
HSC -
St Euphemia College
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