Hi, I’m
Josie Austria
Leppington,NSW
Summary
Dynamic Customer Service Leader with extensive experience in people management, process optimization, and after-sales operations within retail environments. Expert in leading high-performing teams, driving customer satisfaction, and resolving complex claims and warranty cases. Recognized for exceeding KPIs, developing talent, and delivering solutions that build strong client trust and loyalty.
Overview
14
years of professional experience
Work History
Freedom Furniture
Customer Care Leader
08.2023 - Current
Job overview
- Design and implement service strategies that consistently surpass KPIs for response time and satisfaction.
- Oversee complex claims and warranty cases, ensuring timely, policy-compliant resolutions.
- Champion workflow optimization by analyzing claims data and customer feedback, reducing repeat issues.
- Foster strong team culture, onboarding and training new talent to deliver best-in-class service.
- Cross-trained existing employees to maximize team agility and performance.
- Lead a about 20 high-performing customer care team consistently achieving and exceeding KPIs and Service Level Agreements (SLAs), driving operational excellence and customer satisfaction.
- Manage and mentor a about 20-member offshore and onshore team, fostering a culture of accountability, continuous improvement, and collaboration.
- Develop and deliver comprehensive reports and data analyses to inform decision-making, optimize workflows, and identify opportunities for process improvements.
- Utilize a data-driven approach to champion initiatives that enhance efficiency, reduce repeat issues, and elevate customer experience.
- Demonstrate strong adaptability and a proactive growth mindset, reliably managing high-volume workloads with efficiency and resilience.
- Coordinate cross-departmental efforts to streamline claims resolution and uphold brand service standards, ensuring timely and policy-compliant outcomes.
Freedom Furniture
Customer Care Consultant / Claims Officer
05.2022 - 08.2023
Job overview
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- 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.
- Provided empathetic, solutions-focused service across all customer touchpoints.
- Consistently met targets for case closure and satisfaction, recognized for both autonomy and team contribution.
- Exceed KPI/SLA quota.
Sofitel Sydney Darling Harbour, Sydney, Australia
Wardrobe & Uniform Attendant | 2020 – 2022
01.2020 - 01.2022
Job overview
- Maintained inventory, handled uniform distribution, and managed lost property with efficiency and care.
- Maintained clothing inventory and condition using Excel tracking and daily upkeep protocols.
- Supported operations by exceeding cleanliness, accuracy, and service standards.
Sumosam–Mr. Kurosawa Restaurant, Manila, Philippin
Receptionist / Admin Clerk / Customer Relations |
01.2013 - 01.2014
Job overview
- Managed front-of-house operations, client relations, bookings, and general administration.
Metro Gaisano, Alabang Town Centre, Philippines
Admin Clerk / Marketing Assistant | 2013
01.2013 - 01.2013
Job overview
- 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.
- Provided clerical support and event coordination, designing promotional materials.
SM Southmall, Manila, Philippines
Direct Sales Representative | 2012 – 2013
01.2012 - 01.2013
Job overview
- Consistently exceeded sales quotas by building strong relationships and delivering personalized service.
- Wrote reports outlining activities and sales.
Education
Philippine School Of Interior Design
Interior Designer
01.2014
Las Piñas National High School – 2005 – 2009
High School Diploma
01.2009
Skills
- Customer Service Leadership – Team development, offshore coordination, coaching, performance management, training and mentoring, escalation management, strong leadership, 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
- Efficiency & Reliability – Consistently meets deadlines and targets, prioritizes tasks effectively, dependable under pressure
Technical Proficiencies
- Technical Systems & Tools – SAP, Zendesk (Admin level proficiency), Fluent, Mirakl, Infinity, POS systems, Microsoft Office Suite, Excel (advanced data analysis and reporting), Salesforce, Workforce Management (WFM)
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
Las Piñas National High School – 2005 – 2009
High School Diploma
Philippine School Of Interior Design
Interior Designer
Similar Profiles
Josie AustriaJosie Austria
Customer Care Leader at Freedom FurnitureCustomer Care Leader at Freedom Furniture
Amanpreet KaurAmanpreet Kaur
Despatch Administrator at Freedom FurnitureDespatch Administrator at Freedom Furniture
Jason FlorensJason Florens
Delivery Driver at Freedom FurnitureDelivery Driver at Freedom Furniture
Divash SinghDivash Singh
Airport Operations Agent at Blue Collar RecruitmentAirport Operations Agent at Blue Collar Recruitment
Tamer icliTamer icli
Assistant Manager at Christina’s School Ready Day CareAssistant Manager at Christina’s School Ready Day Care