Jennifer Macgillivray
Mt Annn,NSW
Summary
A result’s oriented Customer Service Consultant/Manager with more than 23years experience working in the Customer service field. Skilled in 1st and 2nd level Call Centre Customer Service functions and Service Coordination, providing training to staff, participated in process improvement and performed telephone monitoring functions, offering recommendations for improvements. Now looking to enhance and expanding capabilities over and beyond the current standards of expectation.
Overview
39
39
years of professional experience
Work History
Customer Service Manager
AMR Hair & Beauty Supplies
07.2013 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Developed and offered unique discount options to drive interest in new product lines.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Call Center Manager
Pharmacy Direct
01.1999 - 08.2011
- Identify training needs of staff with a strong focus on Customer Service, Team building and Sales
- Conduct performance appraisals of staff and develop succession plans for positions within the Call Centre
- Facilitate orientations for all new call centre representatives
- Identify manning levels within the call centre and conduct the recruitment and selection process
- Provide coaching and mentoring to team leaders
- Implement and achieve call centre targets
- Implement business procedure manuals
- Managing resources to business needs
- Conduct regular staff meetings to inform and educate workforce on policy and procedure updates and trading performance
- Establishing staffing roster’s to meet operational needs and budget constraints
- Resolve Customer issue’s promptly and efficiently
- Demonstrate effective use of all tools, products and services, including call management systems
- Understand and utilize problem determination tools and techniques to identify and effectively resolve problems
- Training staff in Occupational Health and Safety.
Customer service
Pharmacy Direct
01.1998 - 01.1999
- Data entry, Inbound telesales, Customer service, Liaise with customers by responding to enquiries,
- Provide the full spectrum of Pharmacy Directs products to customers.
- Promoted from call centre staff member to Customer Service Manager within 1 year,
- Rewarded for sustained performance, demonstrating a high level of commitment and personal ownership,
- Performing Acting Management rolls of operations in Managers absence.
- Delivered exceptional customer service, resolving any issues promptly and professionally.
- Increased client retention through excellent customer service and consistent followups.
- Delivered exceptional customer service, addressing patient inquiries promptly and professionally.
- Promoted repeat business by consistently delivering superior customer service experiences.
- Boosted company reputation by consistently delivering exceptional customer service experiences.
- Delivered excellent customer service, addressing inquiries and resolving complaints promptly.
- Increased repeat business through excellent customer service and communication skills.
- Built positive relationships with customers by providing exceptional customer service.
- Streamlined order fulfillment processes for faster customer service and satisfaction.
Bar Attendant
St Georges Basin Country Club
02.1986 - 11.1996
- Serving customers, General duties
- Managed cash register transactions accurately, ensuring proper handling of payments and tips.
- Successfully collaborated with other staff members to provide seamless service during high-volume periods.
- Operated and closed down bar station according to sanitation regulations and safety standards.
- Adhered to alcohol policies and procedures and complied with local and state laws.
- Ensured compliance with state liquor laws by diligently verifying age requirements before serving alcoholic beverages.
- Learned how to make wide variety of mixed drinks.
- Enhanced customer experience by providing exceptional service and attending to their needs promptly.
- Maintained sufficient inventory to meet business operation needs.
- Maintained a clean and organized bar area, ensuring a welcoming atmosphere for patrons.
- Maintained neat, clean and professional appearance to meet business dress code policy.
Bar Attendant Supervisor
St Georges Basin Country Club
01.1986 - 01.1996
- Serving Customer’s, Instructing staff in duties when required, Attending to poker machines, Change box attendant, General house cleaning duties.
Education
Certificate IV in Business Administration -
Nowra Tafe
Nowra, NSW01.2010
Certificate in Bookkeeping And Financial Skills -
Tafe Nowra
Nowra, NSW01.1998
Certificate For Customer Relations & Communication -
Tafe Nowra
Nowra, NSW01.1992
Year 10 School Certificate -
Marian College Goulburn.
Goulburn, NSW01.1982
Year 10 School Certificate – Marian College Goulburn -
Marian College
Goulburn, NSW01.1982
Skills
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Time Management
- Training and mentoring
- Decision-Making
- Cash Handling
- Complaint resolution
- Effective workflow management
- Exceptional telephone etiquette
- Handling Escalations
- Positive and Constructive Feedback
- Deadline-oriented
- Call Center Operations
References
AMR on Request
Deb Hudson/Manager Pharmacy Direct, 0404082558
- Lila Coorey Pharmacy Direct, 0419999342
Timeline
Customer Service Manager
AMR Hair & Beauty Supplies
07.2013 - Current
Call Center Manager
Pharmacy Direct
01.1999 - 08.2011
Customer service
Pharmacy Direct
01.1998 - 01.1999
Bar Attendant
St Georges Basin Country Club
02.1986 - 11.1996
Bar Attendant Supervisor
St Georges Basin Country Club
01.1986 - 01.1996
Certificate IV in Business Administration -
Nowra Tafe
Certificate in Bookkeeping And Financial Skills -
Tafe Nowra
Certificate For Customer Relations & Communication -
Tafe Nowra
Year 10 School Certificate -
Marian College Goulburn.
Year 10 School Certificate – Marian College Goulburn -
Marian College
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