Hedda Leigh Wilson
Customer Service
Donnybrook,VIC
Summary
Customer Service Professional
I have 30 years of experience in customer service and administration in the logistics, financial, publishing,
retail, and telecommunications industries.
I have a polished phone manner and can enter data quickly and accurately while focusing on providing
customer service to the highest standard. I believe every customer has a right to superb service, and I
thrive when I can provide them with the assistance and resolutions they need. I am highly motivated by
the drive to provide consistent, high-quality work—whether it be face to face, on the phone, or via a web
interface.
Overview
30
30
years of professional experience
Work History
Freelance Editor, Proofreader, Graphic Designer
Southern Fried Creative
Melbourne, VIC
01.2017 - Current
- Editorial / Proofreading duties included:
- Successfully provided editorial services for clients, ensuring grammatical accuracy, clarity, and consistency in written materials
- Specialized in proofreading various mediums, specialising in fiction novels and related marketing
- Developed and maintained strong client relationships, resulting in repeat business and positive referrals
- Demonstrated flexibility in managing multiple projects simultaneously, meeting or exceeding client expectations.
- Collaborated with writers to improve content structure and clarity, resulting in increased reader engagement.
- Maintained open lines of communication with authors throughout the editing process, resulting in smoother collaborations.
- Kept up-to-date on industry trends and emerging topics to ensure the relevancy of published materials.
- Determined readiness of written pieces, made changes, and approved final versions for publication.
Office Manager / Customer Service / Personal Assistant
William Johnstone Net
Murfreesboro, TN
09.2008 - 05.2017
- Managed the office of William W Johnstone and J.A Johnstone, USA Today & NY Times Bestselling Authors
- Responsible for the daily management of the online bookstore of William Johnstone Net
- management of three office staff
- Recordkeeping, accounts, day-to-day ad hoc duties
- Handling difficult customers and resolving complaints
- Reimbursements, credits, and resolving order issues
- Creation of new processes for Quality Control
- Banking, mail distribution and other administrative duties
- Diary management, travel arrangements, banking and mail distribution
- Author contract and royalties tracking
- Editing and proofreading when required, and
- Website management, newsletter production, creating all mail correspondence
- Servicing all incoming calls
- Processing online and telephone orders
- Liaising with the shipping department to ensure quick and accurate order fulfillment
- Preparing order quotations and collecting/arranging payment, and
- Maintenance of warehouse stock and inventory.
Service Delivery Team / Customer Service
Cash Services Australia
Melbourne, Victoria
04.2011 - 12.2011
- Responsible for answering inbound calls and monitoring incoming email queries regarding cash supply and delivery to major Australian banks
- Identifying and verifying branch staff via standard security protocol
- Advising of forecasted cash supply requirements and scheduled deliveries
- Liaising between branch and cash delivery companies to ensure expected arrival times and collections were arranged
- Accurately notating branch accounts with details of each interaction
- Following up on branch complaints regarding deliveries, missing deposits, unbalanced cash transactions
- Updating procedure documents for Service Delivery Team
- Management of email account for incoming branch and cash supplier enquiries
Customer Service Supervisor/Customer Service Associate
Elizabeth Andrews Catering
Melbourne, Victoria
03.2007 - 09.2008
- Responsible for standard maintenance of customer accounts and standing order requests as well as creating a personal rapport with clients to ensure services are tailored for their needs
- Supervisory duties include:
- The management of two Customer Service Associates
- Conducting performance reviews and job training
- Weekly and monthly reporting to the General Manager
- Handling difficult customers and resolving any issues involving complaints, and
- Credit notes and invoice discrepancies
- Customer Service duties include:
- Answering incoming calls
- Processing online and telephone orders, advising and upselling new items based on customer requirements
- Liaising with the kitchen to ensure proper handling of customer orders
- Preparing quotations and issuing invoices
- Menu and pricing maintenance, and
- Updating the Customer Service Procedure manual as required.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
Education
Some College (No Degree) - Vocal Performance
University of Tennessee
Knoxville, TNHigh School Diploma -
Halls High School
Knoxville, TN05.1996
Skills
- Active Listening
- Self-Directed
- Customer Relations
- Recordkeeping
- Critical Thinking
- Attention to Detail
- Excellent Communication
- Remote Office Availability
- Multitasking Abilities
- Flexible and Adaptable
- Verbal Communication
- Data Entry
- Quality Assurance
Timeline
Freelance Editor, Proofreader, Graphic Designer
Southern Fried Creative
01.2017 - Current
Service Delivery Team / Customer Service
Cash Services Australia
04.2011 - 12.2011
Office Manager / Customer Service / Personal Assistant
William Johnstone Net
09.2008 - 05.2017
Customer Service Supervisor/Customer Service Associate
Elizabeth Andrews Catering
03.2007 - 09.2008
Some College (No Degree) - Vocal Performance
University of Tennessee
High School Diploma -
Halls High School
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