Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Georgia Pollard

Summary

Driven professional with extensive experience in customer relationship management, proficient at resolving complex issues and fostering collaborative team environments. Proven ability to analyze data and uncover trends to enhance service delivery and customer satisfaction.

Successfully enhanced customer service quality and efficiency through innovative strategies. Proficient in MS software, leveraging analytical skills to identify trends and improve customer relationships, ensuring timely resolution of complex issues and root cause analysis. Willing to undertake any study or extra training to further skills and knowledge.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Account Manager

Blackwoods
12.2022 - Current
  • Resolved complex customer issues efficiently while maintaining positive relationships with clients.
  • Manage and maintain customer order requirements.
  • Coordinated communication between departments regarding purchase orders and delivery schedules.
  • Resolved customer inquiries related to shipment status promptly and professionally.
  • Maintained knowledge of company products and made recommendations based on client needs and prices.
  • Cultivated strong client relationships through proactive communication and problem-solving.
  • Collaborated with cross-functional teams such as marketing, sales, operations and finance to meet customer needs.
  • Analyze data to identify trends, opportunities and risks.
  • Examine customer data in order to identify processes that enhance efficiency.
  • Organized meetings between clients and internal departments as needed.
  • Working a flexible and hybrid schedule, often travelling to customer sites to provide on-site support to assist the customer in meeting their requirements.
  • Collaborate with cross-functional teams to develop innovative solutions that improve overall experience of customers.

Customer Care Team Leader

Blackwoods
12.2021 - 12.2022
  • Developed and implemented strategies for improving customer service quality, response times, and efficiency.
  • Lead a team through a new CRM & ERP system deployment.
  • Maintained updated records of customer interactions, complaints, comments, inquiries.
  • Identified training needs of the staff and conducted training sessions accordingly.
  • Monitored calls and emails to identify areas of improvement in customer service delivery processes.
  • Performed root cause analysis on recurring problems encountered by customers during interaction.

Project Assistant

Blackwoods
11.2020 - 12.2021
  • Collaborated with project team to ensure successful completion of project packages within customer deadlines.
  • Provided administrative support such as scheduling meetings, maintaining records and tracking progress of project packages.
  • Interpreted and analyzed data to support project development and succuss.
  • Utilized advanced computer software and systems such as MS Word, Excel, Aconex, Microsoft Dynamics and Adob to create, edit, and archive documents.
  • Expertly handled data entry and administrative tasks related to document control.
  • Fully imbedded in customers office to ensure strong and open communication throughout project timeline.
  • Transitioned to a site facilitator role on a FIFO roster when project was mobilized to provide on-site assistance and service.

Customer Care Consultant

Blackwoods
03.2020 - 11.2020
  • Developed and implemented strategies for improving customer service quality, response times, and efficiency.
  • Lead a team through a new CRM & ERP system deployment.
  • Maintained updated records of customer interactions, complaints, comments, inquiries.
  • Identified training needs of the staff and conducted training sessions accordingly.
  • Monitored calls and emails to identify areas of improvement in customer service delivery processes.
  • Performed root cause analysis on recurring problems encountered by customers during interaction.
  • Collaborated with cross-functional teams to develop innovative solutions that improve overall experience of customers.

Office Manager

Same Day Trades
05.2019 - 12.2019
  • Managed day-to-day operations of the office, such as ordering supplies, maintaining equipment and managing calendars.
  • Scheduling of all plumbing and electrical jobs to ensure efficiency throughout trade fleet.
  • Dispatching jobs according to day schedule.
  • Maintaining report systems to observe business and finance fluctuations.
  • Liaising with external companies to ensure marketing campaigns meet deadlines.
  • Resolved customer inquiries and complaints with timeliness and professionalism.
  • Created and maintained filing systems to ensure accurate record keeping.
  • Provided administrative support for executive staff, including scheduling meetings, preparing agendas and taking meeting minutes.

Service Coordinator

Maxiplas
04.2014 - 04.2019
  • Administration duties
  • Monitoring and Maintaining business inventory to ensure weekly jobs can be executed.
  • Responded to customer inquiries in a timely and professional manner.
  • Coordinating and scheduling all builders installations.
  • Scheduled appointments, coordinated logistics, and ensured smooth service delivery.
  • Liaising with builders to meet handover deadlines.
  • Collaborating with all departments to ensure finance, logistics and sales are aligned to the builders schedules.

Service Deli Assistant

Foodland
04.2013 - 03.2014
  • Utilized knowledge of food safety standards to ensure compliance with health regulations during preparation and serving of deli items.
  • Developed strong organizational skills by stocking shelves, rotating products and maintaining a clean work environment.
  • Assisted in training new employees on proper techniques for cutting meats and cheeses as well as operating equipment safely.

Education

No Degree - Year 8 - 11

Seaview High School
Adelaide, SA

Skills

  • Teamwork and collaboration
  • Problem-solving
  • Advanced computer and Microsoft Office skills
  • Analytical thinking
  • Strong work ethic
  • Attention to detail

Certification

White Card - Completed 05/08/2021

Timeline

Account Manager

Blackwoods
12.2022 - Current

Customer Care Team Leader

Blackwoods
12.2021 - 12.2022

Project Assistant

Blackwoods
11.2020 - 12.2021

Customer Care Consultant

Blackwoods
03.2020 - 11.2020

Office Manager

Same Day Trades
05.2019 - 12.2019

Service Coordinator

Maxiplas
04.2014 - 04.2019

Service Deli Assistant

Foodland
04.2013 - 03.2014

No Degree - Year 8 - 11

Seaview High School

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Georgia Pollard