Josie Austria
Customer Care Leader
DENHAM COURT,NSW
Summary
Dynamic Customer Care Leader with a proven track record at Freedom Furniture, excelling in team development and process optimization. Expert in claims management and customer retention strategies, consistently surpassing KPIs. Adept at fostering strong client relationships through empathetic communication and effective problem-solving, driving satisfaction and loyalty in high-pressure environments.
Highly dedicated and results-driven Customer Care Leader with extensive experience in claims management, warranty processing, and customer service operations. Currently leading high-impact service teams at Freedom Furniture, including an offshore unit, with a focus on operational excellence, customer satisfaction, and people leadership. Adept at managing the entire warranty lifecycle, driving process improvements, and building collaborative, high-performing teams. Recognized for delivering exceptional after-sales support and streamlining service processes in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Customer Care Leader
Freedom Furniture
08.2023 - Current
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Created customer support strategies to increase customer retention.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Promoted to lead a high-performing customer care team, overseeing complex warranty cases and after-sales service.
- Manage and mentor a 10-member offshore team, with ongoing talent onboarding and process training.
- Coordinate cross-departmental efforts to streamline claims resolution and uphold brand service standards.
- Consistently meet and exceed KPIs by ensuring timely responses, up-to-date workflows, and adherence to company policy.
- Oversee customer interactions across email, phone, and live chat, delivering tailored resolutions that boost satisfaction.
- Champion process improvements based on claims data and customer feedback to minimize repeat issues.
Customer Care Consultant / Claims Officer
Freedom Furniture
05.2022 - 08.2023
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Delivered expert support to customers post-delivery, handling damage reports and warranty concerns.
- Resolved issues empathetically while aligning with operational policies and service-level expectations.
- Demonstrated strong autonomy and teamwork under pressure, consistently achieving service benchmarks.
- Applied analytical thinking to identify root causes and provide practical, customer-focused solutions.
- Manage 100 emails/customer to assist with their claim
Wardrobe & Uniform Attendant | 2020 – 2022
Sofitel Sydney Darling Harbour, Sydney, Australia
01.2020 - 01.2022
- Assisted with cleaning and maintenance of laundry equipment to keep machines in proper working order.
- Operated traditional and computer-operated washers and dryers while observing all safety protocols.
- Collected soiled linens and clothing and pretreated stains.
- Operated laundry equipment and loaded machines, paying careful attention to capacity restrictions.
- Managed uniform distribution and handled guest lost property efficiently.
- Maintained clothing inventory and condition using Excel tracking and daily upkeep protocols.
- Supported operations by exceeding cleanliness, accuracy, and service standards.
Receptionist / Admin Clerk / Customer Relations |
Sumosam–Mr. Kurosawa Restaurant, Manila, Philippin
01.2013 - 01.2014
- Corresponded with clients through email, telephone, or postal mail.
- Managed bookings, client inquiries, and front-of-house experience.
- Handled cashiering, inventory balancing, and assisted during peak service periods
- Provided clerical support to company employees by copying, faxing, and filing documents.
Admin Clerk / Marketing Assistant | 2013
Metro Gaisano, Alabang Town Centre, Philippines
01.2013 - 01.2013
- Led local marketing events and campaigns, designing promotional materials and signage.
- Coordinated giveaways and ensured smooth customer engagement at on-site events.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
- Created welcoming environment for customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
Direct Sales Representative | 2012 – 2013
SM Southmall, Manila, Philippines
01.2012 - 01.2013
- Exceeded sales targets in the men’s clothing department, focusing on personalized service.
- Built strong customer relationships and resolved issues quickly to retain loyalty.
- Optimized product displays and implemented promotional strategies to increase foot traffic.
- Met customers in homes and businesses to discuss and demonstrate products.
- Inquired about current service levels and offered upgrades.
- Achieved aggressive monthly quota consistently.
Education
GED -
Philippine School Of Interior Design
Philippines01.2014
GED -
Las Piñas Manpower Training Centre
Philippines01.2011
High School Diploma -
Las Piñas National High School – 2005 – 2009
Philippines01.2009
Skills
- Customer Service Leadership – Team development, offshore coordination, coaching, performance management, Training and mentoring,Team management and Escalation, Strong leadership management, Delegation and supervision
- Claims & Warranty Expertise – Full lifecycle handling, data analysis, conflict resolution, reporting
- Process Optimization – KPI achievement, workflow efficiency, compliance, SOP implementation ,Customer experience improvement
- Customer Experience – Cross-channel communication, empathy-driven service, retention strategies, Customer relations
- Interpersonal Communication – Clear verbal and written communication, team collaboration, cross-functional engagement
- Adaptability & Growth Mindset – Rapid learning, proactive attitude, resilience in high-volume environments
Timeline
Customer Care Leader
Freedom Furniture
08.2023 - Current
Customer Care Consultant / Claims Officer
Freedom Furniture
05.2022 - 08.2023
Wardrobe & Uniform Attendant | 2020 – 2022
Sofitel Sydney Darling Harbour, Sydney, Australia
01.2020 - 01.2022
Receptionist / Admin Clerk / Customer Relations |
Sumosam–Mr. Kurosawa Restaurant, Manila, Philippin
01.2013 - 01.2014
Admin Clerk / Marketing Assistant | 2013
Metro Gaisano, Alabang Town Centre, Philippines
01.2013 - 01.2013
Direct Sales Representative | 2012 – 2013
SM Southmall, Manila, Philippines
01.2012 - 01.2013
GED -
Philippine School Of Interior Design
GED -
Las Piñas Manpower Training Centre
High School Diploma -
Las Piñas National High School – 2005 – 2009
Similar Profiles
Amanpreet KaurAmanpreet Kaur
Despatch Administrator at Freedom FurnitureDespatch Administrator at Freedom Furniture
Tom SimpsonTom Simpson
Warehouse Storeperson/ Customer Pickup Supervisor at Freedom FurnitureWarehouse Storeperson/ Customer Pickup Supervisor at Freedom Furniture
Uzair KhanUzair Khan
Online product packer-Stock handler-Furniture lifter-Sales assistant at FREEDOM FURNITUREOnline product packer-Stock handler-Furniture lifter-Sales assistant at FREEDOM FURNITURE
Remo TomassettiRemo Tomassetti
NSW State Logistics Coordinator at Alvaro TransportNSW State Logistics Coordinator at Alvaro Transport
Atif MuhammadAtif Muhammad
Finish Trim Carpenter at Mughal Construction PTY LTDFinish Trim Carpenter at Mughal Construction PTY LTD