Joanna Kennedy
Bonnyrigg,NSW
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Beechwood Homes
08.2021 - Current
- I did project management for a timber floor company call style timber floors, managing trades and material deliveries, sticking to budgets and measuring and quoting jobs in person and off plan.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Met customer call guidelines for service levels, handle time and productivity.
Sales Manager
Petbarn
08.2010 - 08.2021
- For killer carpentry where I completed various carpentry jobs from frames and eaves to fit out and fix out, majority of the wrong was residential pre fab with the occasional renovation or cut on site
- Also completed some plumbing works and concreting during this time.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Managed revenue models, process flows, operations support and customer engagement strategies.
01.2011 - 01.2016
- Attended Cabramatta high school from, where I completed years 7-11 I attended year 12 for 2 terms before dropping out to start working
- In my last year of studies my classes were as follows:
- Maths, English, pdhpe, sports coaching and hospitality with passes throughout the year
- I have also completed my first year of motorcycle mechanics at ultimo tafe through a school-based apprenticeship in year 11.
Regional Sales Manager
Cue Fashion
09.2009 - 08.2010
- I was employed as an installer for Fall Stop, which is a fall prevention company supplying various systems on construction sites.
- Achieved regional sales objectives by coordinating sales team, developing successful strategies, and servicing accounts to strengthen business relationships.
- Participated in sales calls with direct reports to strengthen customer relationships and uncover possible opportunities for growth.
- Managed team of 28 regional sales representatives and consistently achieved high sales targets.
- Effectively recruited and hired highly talented individuals bringing exceptional skills and expertise to sales team.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Sales Manager
Michael Hill Jewellers
01.2002 - 09.2009
- I worked various casual factory rolls through an agency called MTC.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Established and cultivated solid business relationships with new or existing customers.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Recruited and hired top-level talent to add value and expertise to sales department.
Floor Manager, Senior Sales Representative
The Good Guys
05.1998 - 05.2007
- Where I left to work through an agency
- Road and circuit from
- Managed store inventory and stock levels to maintain availability of products.
- Managed team of up tp 40 employees to maintain smooth-running operations of shop floor.
- Continually navigated issues and solved complex strategy problems affecting sales growth and business direction.
- Promoted sales with aggressive targets and clear goal attainment strategies for individual employees and teams.
- Overcame various obstacles and closed sales on tough deals using strong negotiation and persuasion skills.
Education
Hotel, Motel, And Restaurant Management
TAFE NSW
05.2004
Skills
- Customer Consulting
- Account Management
- Coordination
- Delivery Scheduling
- Calm and Professional Under Pressure
- Conflict Mediation
- Customer Relationship Management
- Customer Relations
- Team Development
- Product Organization
- Conflict Resolution
- Brand Representation
- Managing Multiple Tasks
- Customer Account Management
- Active Listening
- Business Development Understanding
- Customer Service
- Problem-Solving Ability
- Staff Training
Timeline
Customer Service Representative
Beechwood Homes
08.2021 - Current
01.2011 - 01.2016
Sales Manager
Petbarn
08.2010 - 08.2021
Regional Sales Manager
Cue Fashion
09.2009 - 08.2010
Sales Manager
Michael Hill Jewellers
01.2002 - 09.2009
Floor Manager, Senior Sales Representative
The Good Guys
05.1998 - 05.2007
Hotel, Motel, And Restaurant Management
TAFE NSW
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