Jenelle Lymer
Summary
With three decades of experience in the aviation industry, I have an unwavering commitment to customer service excellence, operational efficiency and people leadership. I have a proven record of excellent customer service satisfaction, managing large teams, driving performance through mentoring and coaching and repeatedly delivered outstanding results. Proficient in a variety of CRM systems, including Salesforce, iCargo GOLD & CORE, Amadeus, Altea and reservations. Implementing business enhancement that are revenue generating while elevating customer experiences. Specialise in being an established leader that embraces change, act as the bridge between internal and external stakeholders while ensuring seamless transitions.
Overview
31
31
years of professional experience
Work History
Senior Customer Service Coordinator
Qantas Freight Customer Service Unit
09.2013 - Current
- Coordinate, plan and execute daily functions for team
- Monitor calls, cases and ensure KPI and SLA are met daily
- Deal with time critical shipments, manage delays and disruptions and customer escalations
- Source solutions with the best customer experience outcome
- Strategise and prioritize adhoc escalations
- Managing day of operations for the National Freight Customer Service Team
- Manage, coach, mentor, team performance staff while maintaining our current KPI measures & meeting the business SLA
- Complaint handling and claims
- Disruption and recover management
- Communicating operational and team improvement initiatives to stakeholders for consideration
- Staff recruitment, rostering, payroll and staff training compliance
- Optimising resources and analysing the contact centre's day of operations requirements
- Gathering contact centre data to identify trends and areas that require development
- Collaborate with a wide range of stakeholders including operational, marketing and IT to improve the customer experience
- Organise training for team and through our performance meeting, identify areas of improvement and skill gaps
- Review of policy and procedures with a view to implement process improvements
- Delivered Service Cloud for the Freight Customer Service Team (2017)
- Improved staff engagement – in 90% of categories, including communication, innovation, training and career development (2016)
- Reviewed and consolidated of email service requests resulting in a volume reduction of 35% of emails (2016 – 2017)
- Introduced individual KPI measures and targeted staff feedback (2015).
Customer Service & System Champion
Qantas
01.2011 - 01.2013
- SME implementing and delivering the transition of the Altea CM (Customer management) system while collating and cascading feedback to management
- Work with the airport management and the Service & System Advisors, to determine and develop a consistent process of communication for Customer Service and Altea CM requirements
- Communication channel for Customer service agents and management
- Provide regular feedback to airport management, staff and Service & System Advisors on all relevant matters relating to Customer Service and the integration of Altea CM.
Senior Sales Agent, Sales & Ticketing
Qantas
01.2006 - 01.2013
- Trained, coached, and mentored new sales associates for maximum performance.
- Handled cash register operations and customer transactions to process payments.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Provided exceptional customer service to foster client loyalty and satisfaction.
Customer Service Agent
Qantas International
01.2004 - 01.2006
Airline Account Manager
Qantas Flight Catering Sydney
01.2003 - 01.2004
Client Response Operator
Qantas Flight Catering Sydney
01.1997 - 01.2003
Airline Service Operator
Qantas Flight Catering Sydney
01.1993 - 01.1997
References on Request
Qantas Airways
Skills
- People Leadership
- Transformation
- Customer engagement
- Performance Management
- Recruitment
- Coach and mentor
- Exceptional customer service skills
- Complaint and escalation management
- Process improvements
- Training
- Review business processes, provide strategic direction on process improvements
- Identify service trends to recommend improvement opportunities
- Extensive knowledge & competence of CRM systems including Salesforce; iCargo GOLD & CORE; Excel; Genesys; Amadeus; Microsoft, Outlook
- Client Relationships
- 2023 Bookings generated from department of $1 million revenue for company
- Team action 4000 cases per month
- Capture of 2000 calls per week
- Webchat Bot introduction that handles 95% of customer enquires
- Extreme weather policy and procedure for nationwide implementation
- Individual KPI in alignment with business SLA
- Assisted in deployment of iCargo CORE upgrade
- Web to case integration to one source Salesforce application
- Successful transition of department phone system from Cisco to Genesys 2
- Integration of the special moves function into Salesforce
- Training matrix for team and identifying skill gaps
- Transformation of WFH for Covid and returning to work after Covid
- Relaunch of Retail Pets MAR23 after Covid
- Introduction of Induction program for Customer
Timeline
Senior Customer Service Coordinator
Qantas Freight Customer Service Unit
09.2013 - Current
Customer Service & System Champion
Qantas
01.2011 - 01.2013
Senior Sales Agent, Sales & Ticketing
Qantas
01.2006 - 01.2013
Customer Service Agent
Qantas International
01.2004 - 01.2006
Airline Account Manager
Qantas Flight Catering Sydney
01.2003 - 01.2004
Client Response Operator
Qantas Flight Catering Sydney
01.1997 - 01.2003
Airline Service Operator
Qantas Flight Catering Sydney
01.1993 - 01.1997
References on Request
Qantas Airways
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