JENNY KOKINOSKI
South Morang,VIC
Summary
Dynamic professional with a proven track record in customer service excellence and account management, notably at ASSA ABLOY Door Group. Skilled in leveraging CRM software and exceptional interpersonal communication to enhance customer satisfaction and retention. Achieved significant improvements in team performance and customer relationship building, consistently exceeding sales targets.
Overview
22
22
years of professional experience
Work History
Customer Service & Sales Coordinator / Scheduler
ASSA ABLOY Door Group
05.2013 - Current
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
- Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
- Provided backup support for sales teams during peak periods or staff shortages, maintaining seamless continuity of service levels for clients.
- Explained charges, fees, terms of sales, and service agreements to more than 50 customers daily.
- Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
- Assisted in the development of training materials for new hires, streamlining onboarding processes and reducing time-to-productivity ratios.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Created and reviewed invoices to confirm accuracy.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Enhanced customer satisfaction by efficiently scheduling service appointments and addressing inquiries.
- Maintained accurate records of appointments, ensuring timely follow-ups and promoting repeat business.
- Collaborated closely with technicians to optimize daily schedules and maximize resources utilization.
- Completed weekly and daily invoicing and billing for customer service team.
- Assisted with administrative tasks and cross-trained in other departments to offer comprehensive support.
- Maintained up-to-date knowledge of product and service changes.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Kept accurate records to document customer service actions and discussions.
- Used CRM software to maintain detailed contact logs and account records.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Set and achieved company defined sales goals.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Built diverse and consistent sales portfolio.
Recruitment Officer
HUDSON RECRUITMENT
03.2011 - 02.2013
- All duties associated with management of after-hours contact centre.
- Management and maintenance of all after-hours clients and relevant evening / night / weekend shift rosters.
- Management and maintenance of in-house data base and candidate records.
- Answering all incoming calls and taking appropriate action.
- Allocating and assigning candidates for required labour hire.
- Daily crossover handover meeting to head office daily prior to business hours commencing.
- Attending and conducting onsite and offsite inductions.
- Conducting Group Inductions, including registering, testing and interviewing new candidates for key accounts.
- Reporting back to relevant branch as to suitability of candidates.
- All other ad-hoc customer service, administration and call centre duties that may arise outside of standard business hours.
Customer Service /Inside Sales Representative
WELLING AND CROSSLEY
04.2002 - 03.2005
- Answered customers' questions regarding products, prices, and availability.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Nurtured long-term customer relationships through regular check-ins, keeping them informed of relevant updates and promotions.
- Attended meeting and sales events to learn latest developments and brainstorm new sales strategies.
- Set up new accounts, established customer credit and set up payment methods.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Attended monthly sales meetings and quarterly sales trainings.
- Informed customers of promotions to increase sales productivity and volume.
- Negotiated prices, terms of sales and service agreements.
- Achieved or exceeded company-defined sales quotas.
- Contributed to event marketing, sales and brand promotion.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Skills
- Account Management
- Customer Focus
- Customer service excellence
- One Call Resolution
- Scheduling / Schedule Management
- Customer Retention
- Customer Relationship Management Software (CRM)
- Technical Support
- Complaint Handling
- Exceptional interpersonal communication
- Relationship Building
- Sales Reporting
- Effective negotiation and closing
- Sales expertise
- Result Driven
Timeline
Customer Service & Sales Coordinator / Scheduler
ASSA ABLOY Door Group
05.2013 - Current
Recruitment Officer
HUDSON RECRUITMENT
03.2011 - 02.2013
Customer Service /Inside Sales Representative
WELLING AND CROSSLEY
04.2002 - 03.2005
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