Karen Clark
Customer Support
Portland,Victoria
Summary
Experienced Customer Relations leader with a focus on exceeding customer expectations and promoting adherence to company standards and guidelines. Proven track record of resolving problems quickly and successfully, leading to improved customer satisfaction ratings. Skilled in utilizing current technologies to enhance communication between customers and the organization, resulting in improved response time. Developed transferable skills in a quality-driven environment, with a strong emphasis on compliance and process optimization. Proficient in data analysis and implementing quality management systems to optimize operational efficiency. Seeking a transition into a new field to apply these strengths and drive continuous improvement and excellence.
Overview
15
15
years of professional experience
Work History
Customer Support Officer
Wannon Water
Portland , VIC
02.2019 - Current
- Handling of incoming phone calls and over the counter enquiries to a successful outcome, ensuring effective and efficient management of time and resources
- Receipting of payments and recording records accordingly
- Provide responses to incoming and outgoing requests of customers, both internal and external
- Maintaining of Wannon Water databases in particular, Aquatact and Aquarate
- Assist in the process of issuing accounts, information statements, statement of accounts, management of tenancies, SMR’s, monthly accounts
- Talking to plumbers/owners/developers to investigate connections, plans, inspection shafts etc
- Make calls in relation to overdue accounts to set up payment plans, hardship plans and to help with any grants or allowances we can assist our customers with
- Help out with batches, property creations, EzeScan and extra PC’s when possible
- Housekeeping of everything at the Portland office – security, maintenance, control of office, stocking of all office supplies
- Collaborated effectively with other departments to handle escalated customer issues, resulting in swift resolutions.
- Managed high call volumes while maintaining composure and professionalism under pressure.
- Streamlined the support process by implementing new processes for efficient case management.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Mentored junior team members, sharing industry best practices and fostering an atmosphere of collaboration and growth amongst colleagues.
- Achieved consistently high customer satisfaction ratings through personalized assistance and empathy in interactions.
- Spearheaded initiatives to improve departmental communication, fostering a positive work environment.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Provided exceptional service by tailoring solutions based on individual customer needs and preferences.
- Supported customers with billing, payment processing and support policies and procedures.
Office Manager
WestPest Pest Control
Port Fairy, Victoria
02.2017 - 02.2019
- Administration, all aspects of running a small business, reception, customer service, staff management, staff rostering, conflict resolution
- Compliance to industry standards, including all communications and certificates of installations
- Payroll, annual leave, superannuation, accounts receivable and payable, reconciliation, budgets, costings, pricing, costings, quoting
- Scheduling of all staff members, job sheets, tracking and managing customer expectations
- Communication is key for us to manage all the different aspects of the daily workflow
- We have to maintain a lot of customer expectations and reorganising, if needed, when priority customers throw a spanner in the works all the while making sure that our regular customers are not let down
- Time management, goes a long way to making sure all jobs are done in a timely manner, and that all office work is set to time limits so we don’t get behind on daily tasks
- Procedure evaluation and inception
- Liaising with clients/builders/commercial operators
- Customer service both external and internal, making sure to make sure our techs have all the information they need to get the work done on time and that our customers have a realistic expectation of how we approach our work and what the outcome is going to be
- Human resources, interviewing, collating of applications for both office staff and technical staff
- File management, setting up of all new systems to enable better work flow, getting more systems into the cloud so we can access 24 hours a day, when needed
- Xero accounting system
- Website/Facebook all social media management and relevant marketing
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
- Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
- Enhanced communication within office by implementing centralized digital messaging platform.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
Business and Community Partnerships Coordinator
Karingal
Portland & Warrnambool, VIC
07.2010 - 08.2016
- Stakeholder management, including business and community partnerships that encompassed project coordination, event planning and corresponding grant applications with acquittals
- Networking and promotion with all aspects of business and community
- Extensive communication skills gained in years of both, 'not for profit' and corporate employment
- Confidently make meaningful connections with businesses and community organisations and find a suitable outcome for those who want to invest in where they live
- Oversee all management of staff both volunteer and corporate staff, manage time and budgets, organise corporate responsibility projects and functions and foster those relationships
- Business and Community linkages management and administration
- Making those networks that serve into the future
- Undertake all aspects of running an office – customer service, reception, office administration, money handling, budgeting and general office duties
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Managed vendor relationships to secure best quality of services and products for organizational needs.
- Supported successful project completion by meticulously reviewing and updating project plans to reflect changing needs and objectives.
- Prioritized and managed multiple projects simultaneously, ensuring all met their deadlines and objectives without compromising quality.
- Organized and maintained project documentation, enabling quick access to important information and facilitating smoother project transitions.
- Organised spaces, materials and catering support for internal and client-focused meetings.
Education
Mortlake Secondary College
Mortlake, VICSkills
Effective communication
CRM software proficiency
Collaborative team development
Risk assessment and mitigation
Customer service coordination
Proficient in conflict management
Compliance management
Emotional intelligence
Customer service excellence
Effective troubleshooting skills
Understanding customer needs
Calm and professional under pressure
Data entry and management
Community Commitments
- Relay for Life
- Make a Wish
- Committee for Portland
- Portland Basketball Association
- SES
- The Resilience Project
- Step Back Think
- Special Development New School Committee
- GSC - Volunteer Advisory Committee
- Aussie Hoops
Education - Completed
Year 12, Mortlake Secondary College
Timeline
Customer Support Officer
Wannon Water
02.2019 - Current
Office Manager
WestPest Pest Control
02.2017 - 02.2019
Business and Community Partnerships Coordinator
Karingal
07.2010 - 08.2016
Mortlake Secondary College
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