Giorgia Roden
Lead Account Manager
Gwandalan,NSW
Summary
Dynamic Lead Account Manager at Fresh Clinics Pty Ltd with a proven track record in customer inquiry management and conflict resolution. Expert in CRM systems, I enhanced service quality and retention through effective problem-solving and collaboration, driving significant improvements in customer satisfaction and team performance.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Lead Account Manager
Fresh Clinics Pty Ltd
05.2024 - Current
- Led and coached a customer-facing team to deliver consistent, high-quality service across phone and digital channels in a fast-paced environment.
- Supported complex and sensitive customer matters using discretion and sound judgement, ensuring accurate information and timely outcomes.
- Partnered with cross-functional teams (operations, onboarding, compliance and product) to resolve customer enquiries and improve service experiences end-to-end.
- Strengthened service standards by improving consistency of responses, knowledge sharing, and escalation pathways to reduce repeat contact and improve customer confidence.
Account Manager
Fresh Clinics Pty Ltd
10.2021 - 05.2024
- Served as first point of contact for a large portfolio of customers, managing enquiries across phone, email and digital platforms and delivering clear, customer-friendly guidance.
- Engaged customers through active listening and effective communication, addressing needs and providing tailored solutions.
- Resolved customer inquiries and complaints promptly, maintaining high levels of service quality and retention rates.
- Developed product knowledge to effectively communicate features and benefits, contributing to informed purchasing decisions by customers.
- Trained new hires on sales techniques and company policies, fostering a knowledgeable team environment focused on success.
- Documented details of calls and customer interactions.
- Responded to customers within required turnaround times.
Customer Service Representative
Galderma Laboratories
10.2020 - 10.2021
- Resolved customer inquiries and complaints effectively, enhancing satisfaction and loyalty.
- Trained new representatives on product knowledge and customer service protocols to ensure quality support.
- Collaborated with cross-functional teams to streamline communication processes and improve response times.
- Implemented feedback mechanisms to gather customer insights, driving service enhancements and product improvements.
Business Development Manager
DocuSign
02.2020 - 10.2020
- Supported customers through onboarding and product adoption, responding to enquiries and helping resolve blockers to successful use.
- Managed client relationships, providing exceptional customer service to ensure satisfaction and retention
Account Manager
MYOB
02.2019 - 02.2020
- Managed customer relationships, resolved service issues, and supported retention through proactive communication and problem-solving.
Customer Service Specialist
INOVA
06.2016 - 02.2019
- Resolved customer inquiries through multi-channel support, enhancing overall customer satisfaction.
- Trained new staff on company policies and customer service protocols to ensure consistent service delivery.
- Streamlined complaint resolution process, reducing response time and improving customer retention rates.
- Developed training materials for ongoing staff development, fostering a culture of continuous improvement.
- Analyzed feedback from customer interactions to identify trends and implement service enhancements.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
Education
Advanced Diploma - Marketing
Australian Pacific College
Manly, NSW12-2016
Skills
- Customer inquiry management
- First point of contact support
- Conflict resolution and de-escalation
- Discretion and confidentiality
- Accurate enquiry triage
- Problem-solving and service recovery
- Stakeholder management
- Process improvement strategies
- CRM systems proficiency (Hubspot/Zendesk/SalesForce)
- Teamwork and collaboration
Timeline
Lead Account Manager
Fresh Clinics Pty Ltd
05.2024 - Current
Account Manager
Fresh Clinics Pty Ltd
10.2021 - 05.2024
Customer Service Representative
Galderma Laboratories
10.2020 - 10.2021
Business Development Manager
DocuSign
02.2020 - 10.2020
Account Manager
MYOB
02.2019 - 02.2020
Customer Service Specialist
INOVA
06.2016 - 02.2019
Advanced Diploma - Marketing
Australian Pacific College