Gillian Graf
Umina ,NSW
Summary
Goal-oriented professional brings comprehensive experience maintaining customer satisfaction and contributing to company success. Commended for delivering excellent customer service.
Overview
26
26
years of professional experience
Work History
Sales Agent
NRMA Parks and Restorts
Gosford , NSW
10.2021 - Current
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Answered customer questions and responded quickly to problems and complaints in person, on phone and by email.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Continuously met sales goals via strategic prospecting.
- Reviewed files, recordings and other documents to obtain information to respond to requests.
- Maintained current store, product and promotional knowledge to drive consistent sales.
- Prepared and updated client records.
- Processed payments and maintained accurate drawers to meet financial targets.
- Supported pricing schedules for quotes, promotions and specials.
- Offered coupons and special deals to increase customer spending.
- Collaborated with team members to enhance customer service experiences.
- Participated in training sessions to improve sales techniques and product knowledge.
- Developed relationships with customers by providing excellent customer service.
- Identified opportunities for cross-selling additional products and services.
- Reported directly to regional Sales Manager regarding progress towards goals.
- Assisted senior management in developing strategies for increasing sales revenue.
- Ensured compliance with company policies and procedures at all times.
- Maintained accurate records of customer interactions and transactions.
Office Manager
B.W Graf Concreting
Umina , NSW
01.2000 - Current
- Oversaw day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Managed office inventory and placed new supply orders.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Automated office operations for managing client correspondence, payment scheduling, record tracking and data communications.
- Solicited vendor quotes to determine optimal material purchase pricing.
Bakery Assistant
Umina Mall Cake Shop
Umina , NSW
09.2017 - 10.2018
- Arranged baked goods in attractive displays inside bakery cases to increase sales.
- Packaged bakery items and purchases in boxes and bags for customer carrying convenience.
- Provided excellent customer service to foster satisfaction and loyalty.
- Washed preparation utensils, tools and machinery by hand and using industrial dishwasher, segregating used utensils from clean to prevent cross-contamination.
- Set up fresh baked goods in front display, organizing for visibility and to showcase daily specials or items with limited availability or shelf-life.
- Listened to guests to understand needs and help each person select optimal products and services.
- Filled orders requesting custom icing or fondant designs, incorporating lettering and images into decorations according to customer requests.
Telemarketing Sales Representative
Scribal
West Gosford , NSW
02.2001 - 10.2008
- Responded to prospects' questions with persuasive communication skills and in-depth knowledge of available products and services.
- Handled inbound telephone calls from interested customers.
- Used scripted sales strategies to converse with customers reached by manual dialing and automatic systems.
- Dialed past and prospective client phone calls to update on newest products and services, inquiring as to current and future needs and setting appointments to pursue opportunities.
- Broke down objections using friendly, persuasive strategies.
- Worked well with automatic computer dialing and proprietary software to manage daily call loads.
- Made appointments with interested customers according to schedule availability.
- Helped new telemarketers learn best practices, communication strategies and performance standards.
- Set up new accounts and listed personal, demographic and payment information in system.
- Reached out to multiple potential accounts each month.
- Maintained and recorded customer information in database.
- Completed clerical and administrative tasks such as taking messages and transferring calls for telemarketing team.
- Educated customers about product or service offerings meeting individual needs.
Education
High School Diploma -
The Entrance High School
Bateau Bay 1996
Skills
- Budgetary Planning
- Workforce Management
- Data entry
- Computer skills
- Project management
- Accounts payable and receivable
- Cash register operation
- Cash management
- Accurate order fulfillment
- Opening and closing duties
- Kitchen safety
- Excellent math skills
- Product personalization
- Professional telephone manner
- Sanitation and cleanliness
- POS system expertise
- Performance-driven
- Reporting
- Professional speaking abilities
- Skilled negotiator
- Warm calling
- Inbound and outbound calls
- Sales expertise
- Prospecting skills
- Account updates
- Call Center Operations
Timeline
Sales Agent
NRMA Parks and Restorts
10.2021 - Current
Bakery Assistant
Umina Mall Cake Shop
09.2017 - 10.2018
Telemarketing Sales Representative
Scribal
02.2001 - 10.2008
Office Manager
B.W Graf Concreting
01.2000 - Current
High School Diploma -
The Entrance High School