Georgie Wilkey
Rosewater,SA
Summary
An enthusiastic, certified administrative all-rounder with experience in management, customer service, and sales administration. With over 10 years of successfully providing support in many forms and positions to a national customer-based hospitality company. Proven history with exceeding customer service skills from my ability of well-developed communication, organization and diligence.
Overview
6
6
years of post-secondary education
15
15
years of professional experience
Work History
Field Support Manager/Scheduler
H&L Australia
Adelaide, SA
02.2019 - Current
- Scheduling and coordination of all incoming technician jobs based on priority to ensure customers remain operational, and to ensure downtime is limited
- Coordinating travel, accommodation and logistics for rural installations
- Establish and update work schedules to account for changing staff levels and expected workloads
- Following up tickets and service reports to ensure staff are meeting their KPI’s and assist with optimizing utilization
- Evaluate employee performance on a quarterly basis and conveyed constructive feedback to improve skills
- Weekly Head Of Department meetings to discuss department metrics, any issues and update any internal documentation accordingly
- Hosting weekly Field Technician meetings to discuss new hardware, integrations and procedures
- Communicate with Field Technicians in confidence to discuss any conflicts, or performance problems
- Begin the onboarding process with internal staff to ensure new employees are ready with all utilities for start date
- Implementation of new business tools, ensuring staff know how to operate to ensure there is no disruption to business practices.
Administration/Sales Assistant
H&L Australia
Adelaide, SA
05.2014 - 01.2019
- Allocated and invoiced all POS hardware for SA/NT installations and onsite support
- Fielded customer questions to provide information about products, availability and pricing via phone, email and face to face
- Invoiced Technicians service reports and client purchase orders
- Raised quotes for hardware, travel and services for customers where requested
- Managed hardware repairs from clients efficiently to have the items quoted, repaired and returned in a convenient time frame
- Completed phone, email and walk in orders through internal systems and organized product deliveries via a range of couriers to meet customer expectations
- Completed monthly stock takes for multiply locations resulting in extensive stock control knowledge
- Liaised with suppliers regarding availability to ensure stock was able to be maintained to ensure orders can be filled without delay
- Processed cash, cheque and credit card payments for products and services
- Liaising with new clients to obtain change of ownership documents/Credit Applications
- Updating and maintaining client information within multiply customer relationship management platforms.
Customer Service Coordinator
H&L Australia
Adelaide, SA
07.2009 - 04.2014
- Used Sugar CRM ticketing systems to manage and process support actions and requests
- Answered a minimum of 65% of inbound support calls via switchboard to direct calls and log for further customer assistance
- Attended to 100% of the inbound emails within the SLA time frames to ensure issues were sent to correct department
- Created procedures and guides to assist Customer Service Team
- Communicated between Helpdesk staff, supervisors and managers’ for any issues that required immediate action
- Gathered After Hour call information from Technicians on call to ensure job was followed up with Customer Service
- Monitored Customer Service personnel for work loads and to clear dual calls to clear case list
- Maintain and monitor Help Desk shared calendar for reminders and events.
Check Out Operator/All Rounder
Foodland
Yorketown, SA
02.2006 - 02.2009
- Weekend and afterschool part time work
- Helped customers complete purchases via POS system
- Assist with locating stock items for customers and help taking bags to their cars
- Requested official identification for cigarette purchases to follow legal standards
- Restocked, arranged and organized merchandise in front ends to drive product sales
- Cleaned milk and meat fridges once a week
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
Education
Certificate III - Business Admin
Ashley Institute
02.2011 - 09.2011
High School Diploma -
Yorketown Area School
Yorketown, SA 01.2004 - 12.2008
Skills
Customer service focused
Business administration experience
Punctual
Ability to work autonomously but with a strong understanding of team work to get results
Strong computer skills
Ability to build solid working relationships
Confident and friendly phone manner
Adaptable
Approachable
Problem solver
Knowledge of Adelaide and surrounds
Timeline
Field Support Manager/Scheduler
H&L Australia
02.2019 - Current
Administration/Sales Assistant
H&L Australia
05.2014 - 01.2019
Certificate III - Business Admin
Ashley Institute
02.2011 - 09.2011
Customer Service Coordinator
H&L Australia
07.2009 - 04.2014
Check Out Operator/All Rounder
Foodland
02.2006 - 02.2009
High School Diploma -
Yorketown Area School
01.2004 - 12.2008