Fiona Tiplady

• Developed strong working relationships with colleagues, contributing to a positive work environment.
• Provided exceptional customer service, addressing enquiries professionally and in a timely manner.
• Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
• Aided colleagues, managers, and customers through regular communication and assistance.
• Increased customer service success rates by quickly resolving issues.
• Liase with transport agents and partners via phone and email to ensure our customers receive their freight within their timeframe expectations
• Allocation of jobs to drivers via our internal Transvirtual program.
• Book courier pickups via phone and email requests.
• Monitor and manage customer service email to ensure all enquiries are dealt with ensuring customer | agent needs are actioned to their satisfaction.
• Greet customers at reception facilitating their requests from depot collection to track and trace and arranging transport of freight.
• File and manage company documentation
• Take payments for freight transport via Eftpos | credit card facility.
• Call customers to confirm | check delivery address and arrange redelivery of freight

Logistics Co-ordinator-2016-2020 ongoing.

*Developed and maintained work relationships through clear communication, sharing of ideas and encouraging proactive, structured and effective work processes which supported the team across all sites ensuring we delivered a positive outstanding experience for our customers whilst meeting our business needs.

Key Responsibilities

*Daily scheduling customer deliveries across five sites including frame & truss deliveries .

*Managing and supporting the pick teams with administration within the Bowral trade site with the allocation of picking orders for deliveries and customer pick ups.

*Managing the internal Truck Tracker /Get Swift program for deliveries ensuring valid and correct information was updated via the sales system.

*Managing and supporting the drivers with their schedules which included truck pre-start checklists/loading times/site photo reviews/processing of paperwork and truck phone app-GetSwift.

*Liasing with the sales team across all sites regarding daily deliveries via phone and email.

*Determined and recommended methods to address improvement opportunities.
*Developed, updated and maintained database of existing and potential customers in the Truck Tracker/GetSwift program.
*Developed and executed plans to monitor standard process adherence.

*Daily tracking of customer orders for delivery and pick up which included follow up with suppliers for overdue orders and backorders.

*Regular daily customer contact regarding deliveries and pick ups via phone and email.

*General administration including daily filing and monthly archiving of delivery/pick up paperwork.

*Conducted training and change management processes to improve operations.

Australis Communications Pty Ltd/Vita Group Pty/Ltd Telstra Business Centre - 2012-2016

Digital Office Technology/NBN Project Manager/Sales Support

>Key responsibilities

*Supporting field staff sales team across four Telstra Business Centers maximising revenue and customer expectations with positive results

*Developing strong working relationships with both internal departments and external clients.

*Providing Digital Office Technology / NBN back of house support-order enquiries, customer contact, retrieving critical information ensuring orders are delivered in an expedient timeframe.

*Liasing with provisioning teams across all the Telstra Business centers.

*Liasing with contractors/technitions onsite on behalf of customers

*Assisting with internal actions and reporting.

*Tracking orders in the CRM to the completion status.

*Identifying key areas of improvement within in the team and implementing change.

*Training staff on Digital Office Technology/NBN requirements and product knowledge.

>Major Contributions

*Gave administrative support to all staff selling DOT/NBN to fulfil the contracts that have been negotiated ,including customer contact and communication, tracking orders in the CRM, cleaning of orders, repair and resubmitting of orders when necessary , liaising with customers for additional information .

*Maintained comprehensive records of correspondence with clients and all other relevant information within the CRM or any other such noted system

*Ran aged reports to reduce delays in order process time

*Trained staff on DOT/NBN product process & procedural compliance

*Attended DOT/NBN briefings online and conferences as a subject matter expert

*Assist with rectifying DOT/NBN issues ie-address mis-match/order remediation/customer expectations ect.

*Identify common issues and assist in strategic planning on how to overcome as a team .

>Key resposibilities

>Manager

*Manage teams and store operations

*Manage cash flow and administration documents

*Facilitate stock on hand and monthly stock take

* Sales of customers mobile phones ,accessories ,internet content and mobile broadband products

*Dealing with daily enquiries and customers issues relating to coverage ,service/repair and billing in person,phone and email contact

*Facilitating customer issue resolutions leasing with customer service team leaders in Mumbai.

*Dealing with legal documents and contacts maintaining privacy and security compliance of these documents.

*Running credit checks within company compliance.

*Training and development of all staff, including yearly appraisals and performance management.

*Monthly rostering in compliance with budget needs

*Interviewing for new staff when required.

*Mentoring of managers in training.

>Sales

*Create customer interest in the organisation's phone products focussing on their needs .

*Talk to clients to work out the software needs of their business.

*Keep customers informed of new product developments.

*Create appropriate systems for customers needs, including software and hardware options.

*Develop proposals and phone solution cost options for customers.

*Provide after -sales support.

*Perform continuous updates of own knowledge of products.

*Display strong customer service skills focussing on customer issue resolution resulting in consistent loyalty and return business.

*Drive team sales KPI achievements daily through setting clear and achievable goals through verbal communication and individual sales trackers ,supporting with consistent and timely on the floor coaching each day followed up by monthly individual sales reviews.

>Major contributions

*Grew strong sales culture by encouraging my team to be self motivated to achieve all of our sales KPI's consistently whilst serving our customers with excellence .

*Empowering my team to be engaged by setting and maintaining clear expectations and accountability of how they contribute to the success of our team sales achievements and customer loyalty.

The Body Shop

1989-1997

>Key Responsibilities

*Manage store operations .

*Driving a strong sales focus team culture through setting achievable KPI's ensuring importance of customer needs are met utilising a standardised sales process.

*Delivering high merchandising standards.

*Rostering of team to support the needs of the business and customers .

*Weekly stock ordering .

*Facilitation of staff training and annual performance reviews .

*Driving sales through local store marketing and liaising with centre management.

*Facilitating of community service program

>Major Achievements

*Won store manager of the year and customer service awards on 2 occasions

*Facilitated the opening of three new stores with successful outcomes

*Maintained and achieved sales targets each year incurring store bonus payments

*Facilitated the training and promotion of six assistant managers to store manager in my stores .