Emma O’Connell
Central Coast/Sydney,NSW
Summary
Account support and client service professional with a strong background in sales coordination, customer operations and end-to-end order management. Proven success in supporting high-performing account managers and sales teams at Hasbro, delivering seamless service across major retail accounts. Adept at managing customer expectations, coordinating cross-functional teams and resolving issues to ensure on-time delivery and customer satisfaction. Proactive, organised and driven to take the next step into an Account Executive role with more direct client ownership and commercial impact.
Overview
9
9
years of professional experience
Work History
Assoc Specialist, Sales & FOB
Hasbro
Macquarie Park
10.2024 - Current
- Partner with Account Managers to deliver on financial targets and account strategies for major and independent retail customers
- Manage end-to-end FOB order process: confirming pricing, pack size, delivery windows, and resolving issues with internal teams and 3PL providers
- Maintain strong relationships with customer ordering teams, ensuring timely updates and proactive communication on delivery changes or supply issues
- Provide weekly order and inventory updates to sales teams to support forecasting and monthly targets
- Liaise with freight forwarders, warehouses, and planning to ensure on-time fulfillment and customer satisfaction
- Known for a high level of responsiveness and clear communication, contributing to strong client retention and trust
Snr. Customer Service Rep
Hasbro
Macquarie Park
01.2022 - 10.2024
- Oversaw order processing from SAP entry to final delivery across national retail accounts
- Acted as the point of contact for logistics-related queries and delivery escalations, ensuring timely resolutions
- Trained and mentored new staff, running onboarding sessions and supporting employee development initiatives
- Supported both sales and marketing teams with product availability updates, order tracking, and promotional rollouts
- Developed a reputation for reliability, attention to detail and a strong customer-first mindset
Customer Care Specialist - Superannuation
ING Australia
Tuggerah
03.2020 - 01.2022
- Handled a wide range of inbound and outbound customer calls with a focus on service and satisfaction
- Promoted and cross-sold ING’s financial products in line with customer needs and compliance standards
- Completed external superannuation accreditation, enabling transition to a specialist role
- Mentored and supported new team members, aiding in their development and integration
- Recognised for strong communication skills and product knowledge
Food and Beverage Attendant
Crowne Plaza
Terrigal
10.2019 - 03.2020
Barista
McDonald’s
Erina
09.2016 - 10.2019
Education
RG 146 Superannuation -
ASFA
10.2021
Skills
- Microsoft Excel, Word, and Outlook
- Account management
- Inventory tracking
- Sales forecasting
- Effective communication
- SAP software
- Order management
- Customer relationship management
References
References available upon request.
Timeline
Assoc Specialist, Sales & FOB
Hasbro
10.2024 - Current
Snr. Customer Service Rep
Hasbro
01.2022 - 10.2024
Customer Care Specialist - Superannuation
ING Australia
03.2020 - 01.2022
Food and Beverage Attendant
Crowne Plaza
10.2019 - 03.2020
Barista
McDonald’s
09.2016 - 10.2019
RG 146 Superannuation -
ASFA
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