Summary
Overview
Work History
Education
Skills
Career Outline
Accomplishments
Linkedin Profile
Capability Statement
Volunteer Experience
Key Acheivements
Timeline
Generic
KARINE CAUDELL

KARINE CAUDELL

Birkdale,Qld

Summary

Are you in search of a seasoned customer experience who has delivered numerous continuous improvement projects? Possessing exceptional leadership acumen and an unwavering commitment to quality and perpetual betterment, I strive to ensure optimal outcomes for both internal and external clients. Allow me to help establish a harmonious and thriving environment that enables everyone to accomplish their objectives with satisfaction.

Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals.

Overview

15
15
years of professional experience

Work History

Business & Systems Consultant

CV Services Group
01.2023 - 11.2023
  • Recommended specific service delivery products to customers based on unique technical requirements of each.
  • Performed proof of concept demonstrations, instructing potential customers on benefits of Service Delivery Tool (Aroflo / Fire mate / Greentree).
  • Performed detailed research of customer business structures to accurately tailor Trades Services for Preventative, Reactive and Minor Maintenance specific to Client Contracts Agreements and Service Level Requirements.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Implemented changes requested by designers, owners, or inspectors to conform to specifications or updated demands.
  • Analyzed user feedback to gather input and identify areas required for improvement.
  • Developed and maintained user documentation to establish product understanding.
  • Designed and implemented new features and enhancements to improve existing applications.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Created and managed project plans, timelines and budgets.
  • Generated reports detailing findings and recommendations.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Contractor

Various
09.2021 - 11.2022
  • Created and maintained databases to track and record customer data.
  • Assisted development and implementation of new administrative procedures.
  • Developed strategies to streamline and improve office procedures.
  • Processed customer orders accurately and within agreed timeframes to meet service standards.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
  • Retained excellent client satisfaction ratings through outstanding service delivery.

Contact Centre Manager

Endeavour Foundation
09.2019 - 08.2021
  • Operate with a sense of urgency
  • Embracing diversity, working with people with intellectual disabilities
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Strengthened communication skills through regular interactions with others.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Identified issues, analyzed information and provided solutions to problems.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.


Volunteering

Raise Foundation & Orange Sky Laundry
02.2016 - 09.2019
  • Assisted with special events and programs.
  • Used strong interpersonal communication skills to convey information to others.
  • Supported engaging, fun, and smooth-running events by helping with organization and planning.
  • Communicated with staff members to stay informed about volunteer opportunities and events.
  • Represented organization positively and professionally while providing community with much-needed services.
  • Led group discussions and activities to meet different community needs.
  • Built partnerships with related organizations to develop support and gain greater attention for important issues.
  • Maintained internal database of service workers, participants, activities and other relevant details.

Client Support Services Manager

Schneider Buildings Australia
04.2016 - 08.2019


  • Resolved customer complaints in professional and timely manner.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Monitored service staff performance and provided feedback for improvement.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Maintained records of service transactions and customer feedback for future reference.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Analyzed service reports to identify areas of improvement.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

Various National Customer Service Manager Roles

Various
08.2008 - 07.2015
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Launched quality assurance practices for each phase of development
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Developed detailed plans based on broad guidance and direction.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Education

Skills

  • Customer Relationship Management (CRM)
  • Support Response Coordination
  • Technical Requirement Design
  • PoC Demonstration
  • Continuous Improvement
  • Agile Development
  • Project Planning
  • SharePoint
  • Systems Analysis
  • Client Relations
  • Project Documentation
  • System Maintenance
  • Concept of Operations (CONOP) Design
  • Training Curriculum Design

Career Outline

  • CV Services Group, Business & Systems Consultant, 01/2023, 11/2023
  • RACQ, Remediation Consultant, 06/2022, 11/2022
  • Various Contract Roles, 09/2021, 11/2022
  • Endeavour Foundation, Contact Centre Manager, 09/2019, 08/2021
  • Schneider Buildings Australia, Client Support Services Manager, 04/2016, 08/2019
  • Various National Customer Service Manager Roles, 09/2010, 07/2015

Accomplishments

  • Broken numerous prize home lottery sales records, including a personal sales day of $10K in one day at a prize home
  • Transformed changed management and successfully implemented role changes and team restructure
  • Complete turned around of poor performing team into a cohesive, productive, engaged, performing and proud team, average Contact centre KPI's are now at an average 90% overall and across both call queues (lotteries/CSC).
  • Stabilised turnover of staff, dealt with numerous performance management challenges
  • Established career progression and development of employees to be cross functional where it didn't exist prior
  • Implemented and executed system improvements i.e. PBJ, 8x8, remote ways of working via VPN and MS teams
  • Mobilised a contact centre to work remotely in days due to COVID lockdown, where this didn't exist prior
  • Actively seeking employment opportunities for PWID for Prize Home and within the Contact Centre group.
  • Mentored and coached successful and high performing team leaders

Linkedin Profile

https://au.linkedin.com/in/karine-caudell-216b9020

Capability Statement

Are you in search of a seasoned customer experience who has delivered numerous continuous improvement projects? Possessing exceptional leadership acumen and an unwavering commitment to quality and perpetual betterment, I strive to ensure optimal outcomes for both internal and external clients. Allow me to help establish a harmonious and thriving environment that enables everyone to accomplish their objectives with satisfaction. Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals.

Volunteer Experience

  • Raise Foundation, BUMP Mentor, 02/2016, 09/2019
  • Orange Sky, Laundry Service Manager Brisbane, 08/2016, 12/2016

Key Acheivements

  • Broken numerous prize home lottery sales records, including a personal sales day of $10K in one day at a prize home
  • Transformed changed management and successfully implemented role changes and team restructure
  • Complete turned around of poor performing team into a cohesive, productive, engaged, performing and proud team, average Contact centre KPI’s are now at an average 90% overall and across both call queues (lotteries/CSC).
  • Stabilised turnover of staff, dealt with numerous performance management challenges
  • Established career progression and development of employees to be cross functional where it didn’t exist prior
  • Implemented and executed system improvements i.e. PBJ, 8x8, remote ways of working via VPN and MS teams
  • Mobilised a contact centre to work remotely in days due to COVID lockdown, where this didn’t exist prior
  • Actively seeking employment opportunities for PWID for Prize Home and within the Contact Centre group.
  • Mentored and coached successful and high performing team leaders
  • Second nature ability to multitask in a busy faced paced environment to ensure deadlines are met.
  • Successfully transitioned from Corporate to Not For Profit and Health Care Career pathway.

Timeline

Business & Systems Consultant

CV Services Group
01.2023 - 11.2023

Contractor

Various
09.2021 - 11.2022

Contact Centre Manager

Endeavour Foundation
09.2019 - 08.2021

Client Support Services Manager

Schneider Buildings Australia
04.2016 - 08.2019

Volunteering

Raise Foundation & Orange Sky Laundry
02.2016 - 09.2019

Various National Customer Service Manager Roles

Various
08.2008 - 07.2015

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KARINE CAUDELL