Geraldine (Gerry) Sharman
Melbourne,VIC
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in [Industry] roles with high-volume customer demands. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Practiced customer service professional with [Industry] expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Driven [Job Title] with [Number] years of experience providing information about services and products to customers. Skilled in assessing customer needs, generating leads and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills. Diligent [Job Title] brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Overview
29
29
years of professional experience
Work History
Senior Customer Care Consultant
bloom hearing
Melbourne, VIC
12.2018 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Provided feedback on customer service efficiency to deliver better support options.
- Prepared customer reports by gathering data collected during customer interactions.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Researched resolutions, contacted necessary departments and responded to customer by chat, phone or email as follow-up.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Maintained daily inventory to facilitate successful material distribution.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Maintained positive working relationship with fellow staff and management.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Reviewed completed work to verify consistency, quality and conformance.
- Audited company's legal documents to verify compliant policies and procedures.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Worked closely with human resources to support employee management and organizational planning.
- Monitored operations and reviewed records and metrics to understand company performance.
- Delegated daily tasks to team members to optimize group productivity.
- Implemented strategies to take advantage of new opportunities.
- Organized client meetings to provide project updates.
- Completed daily quality assurance duties to provide feedback for improvements.
- Fostered positive employee relationships through communication, training and development coaching.
- Offered training and support to keep team members motivated and working toward objectives.
- Analyzed key performance indicators to identify effective strategies.
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
- Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.
- Oversaw implementation of [Software] to improve workflows and reduce turnaround times.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
Certified Group Fitness Instructor
Derrimut 24/7 Gym
Melbourne, VIC
02.2015 - 03.2020
- Advised participants on proper attire and appropriate shoes for class.
- Oriented and advised participants on program and class conduct, procedures and policies.
- Monitored form and technique in group environments to maintain individual safety.
- Created inviting fitness spaces that welcomed and included people with diverse backgrounds, abilities and orientations.
- Prepared for classes in advance, selected and queued music beforehand and began and ended classes on time for maximum benefit to attendees.
- Enforced safety rules and procedures to minimize injuries.
- Assisted with follow-up and communication with participants to help improve class delivery.
- Implemented safety practices to prevent participant injury and accidents.
- Motivated clients to participate in gym fitness activities and group classes.
- Coached and encouraged participants during exercises and routines.
- Observed participants during classes, watching for issues and incorrect techniques.
- Varied routines, music and classes while following established protocols.
- Promoted health and wellness to class members by encouraging sustainable habits and consistency.
- Conducted energizing, fun, safe and educational classes.
- Recommended modifications of exercises to help participants avoid injuries.
- Encouraged engagement in group fitness classes and gym activities to create and maintain motivational and supportive culture while boosting positive client experiences.
- Demonstrated proper breathing techniques and meditation exercises.
- Provided exceptional fitness experience to all members by exemplifying company core values.
- Built and established lasting relationships using encouragement and personal support.
- Invited individuals of all ages and fitness levels to participate in classes.
- Promoted classes and facility amenities on social media.
- Built and continually expanded knowledge and expertise on latest fitness trends and programs and kept class content fresh and interesting.
Membership Sales Consultant
South Pacific Health Clubs
Melbourne, VIC
08.2016 - 11.2018
- Implemented professional sales presentations to creatively communicate product quality and market comparisons.
- Networked to build client base and promote products to new and existing clients.
- Reached out to customers to set up appointments, check on satisfaction and suggest additional offerings.
- Achieved sales goals, increasing revenue by [Number]% for top accounts and expanding personal sales portfolio.
- Developed relationships with customers and presented promotions that increased shelf space, sales and profit.
- Called, e-mailed and followed-up on leads generated by company marketing efforts.
- Made recommendations to customers to promote brand effectiveness and product benefits.
- Boosted sales by executing complete sales cycle process from prospecting leads through contract negotiations and close.
- Participated in fairs, grand openings and other community and sponsorship events to promote organization.
- Planned and followed through with inventory management for each store.
- Converted leads into prospects and booked appointments to achieve sales quota.
- Assisted customers during selection process and helped choose perfect products to meet individual needs.
- Emphasized and enforced company objectives to reaffirm and validate member expectations.
- Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
- Exceeded sales goals using consultative sales talents and effectively explaining programs and services to generate interest.
- Completed membership paperwork and captured transactional information to motivate ongoing participation of new member.
- Increased repeat business using great customer service, problem-solving and conflict resolution skills.
- Strengthened branding initiatives by coordinating annual events to maximize outreach.
- Scheduled and attended [Number] appointments per week.
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Met with store managers to discuss product needs, accomplish sales goals and facilitate sales growth.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Conducted tours of facility while establishing relationships and targeting prospective member goals and needs.
- Negotiated and closed deals with minimal oversight.
- Cross-sold additional products and services to purchasing customers.
Window Furnishings Field Sales Representitive
Vista/Kresta - KHL PTY LTD
Melbourne, Vic
07.2004 - 06.2016
- Analyzed customer needs and interests and recommended specific company products and services to best meet unique customer needs.
- Gave eye-catching presentations to customers in order to provide information regarding company's products and services.
- Produced sales documents, finalized deals and filed records.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Listened to customer needs to identify and recommend best products and services.
- Attended quarterly training workshops to learn question-based sales techniques.
- Cultivated trusting and loyal professional relationships with customers and thoroughly addressed customer concerns to reach mutually profitable solutions.
- Met or exceeded sales quotas [Number]% of reporting periods and earned recognition for highest company sales volume.
- Reduced process lags by training employees on best practices and protocols.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Independent Direct Sales Consultant
Le Reve
Melbourne, Vic
02.2003 - 05.2004
- Executed lunch-ins with prospective clients to review product catalog and distribute samples.
- Grew base from $[Amount] to $[Amount] in [Number] months, which increased accounts from [Number] to [Number].
- Participated and executed new product line launch parties to enhance consumer knowledge and promote company product solutions.
- Achieved [Number]% sales goal attainment with proactive territory management and relationship-building strategies.
- Exceeded monthly sales goals and objectives by [Number]% each quarter.
- Demonstrated [Type] and [Type] products at customer locations to answer questions about products and services.
- Nurtured relationships with customers to create lucrative business opportunities.
- Consulted with long-term, new and prospective customers to understand needs and propose ideal solutions.
- Pursued and generated customer leads as well as engaged in follow up activities to gain new client accounts.
- Conferred with customers to understand needs, recommend products and solve after-sale issues.
- Attended trade shows, job fairs and [Type] training, maintaining current knowledge of available products.
- Planned and organized strategic daily work schedule to maximize time and maintain frequent connections with customers.
- Processed ACH, debit and credit card transactions for clients.
- Introduced customers to new offerings and updated accounts.
- Demonstrated products at customer locations, answering questions and redirecting objections to close deals.
- Documented and tracked sales in database and reported month-end sales to supervisor.
- Generated [Number]+ leads per month and worked to convert customers with [Number]% success rate.
- Developed [Number] [Type] customized sales techniques to successfully sell and upsell [Type] and [Type] products to new and existing customers.
- Generated $[Amount] in new business through successful networking and cold calling.
- Highlighted target products with eye-catching signs, displays and shelf positions.
Sales Manager Music Retail
Sanity Music Group
Melbourne, VIC
04.2002 - 03.2004
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Monitored team sales targets and addressed deficiencies.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
- Built talented and successful team that increased department sales.
- Positively impacted product relevance through careful distribution, merchandising and display techniques.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Demonstrated knowledge of audit and compliance standards.
- Increased store sales by cross-selling complementary items.
- Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Taught junior employees proactive strategies to meet operational and sales goals.
- Improved profitability by executing daily, weekly and monthly floor plan changes.
- Motivated higher sales through incentives, reward-based programs and positive reinforcement of good sales practices.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Greeted guests promptly with positive attitude and asked open-ended questions to better understand shopping needs.
- Provided in-depth information on product features so customers could make educated buying decisions.
Sales Manager Music Retail
Sadbro Sounds - Leading edge
Melbourne, VIC
07.1995 - 03.2002
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Monitored team sales targets and addressed deficiencies.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Built talented and successful team that increased department sales.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Demonstrated knowledge of audit and compliance standards.
- Increased store sales by cross-selling complementary items.
- Minimized financial discrepancies by accurately controlling monthly operations budget.
- Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Taught junior employees proactive strategies to meet operational and sales goals.
- Improved profitability by executing daily, weekly and monthly floor plan changes.
- Motivated higher sales through incentives, reward-based programs and positive reinforcement of good sales practices.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Greeted guests promptly with positive attitude and asked open-ended questions to better understand shopping needs.
- Provided in-depth information on product features so customers could make educated buying decisions.
Education
Level 1 Exercise Professional GEL
Australian Fitness Network Pty Ltd
Online05.2015
High School Diploma -
Kurunjang Secondary College
Melton, VIC11.2001
Skills
- Creative Problem Solving
- Customer Service
- Call Center Operations
- Quality Assurance Controls
- Complex Product Knowledge
Timeline
Senior Customer Care Consultant
bloom hearing
12.2018 - Current
Membership Sales Consultant
South Pacific Health Clubs
08.2016 - 11.2018
Certified Group Fitness Instructor
Derrimut 24/7 Gym
02.2015 - 03.2020
Window Furnishings Field Sales Representitive
Vista/Kresta - KHL PTY LTD
07.2004 - 06.2016
Independent Direct Sales Consultant
Le Reve
02.2003 - 05.2004
Sales Manager Music Retail
Sanity Music Group
04.2002 - 03.2004
Sales Manager Music Retail
Sadbro Sounds - Leading edge
07.1995 - 03.2002
Level 1 Exercise Professional GEL
Australian Fitness Network Pty Ltd
High School Diploma -
Kurunjang Secondary College
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