Kathrine (Kathy) O'Dowd
Jordan Springs ,NSW
Summary
Successful customer service with 33 years' experience within calls center and general customer service. Implementing new procedures, training staff on new procedures and new employees. with this experience it has allowed me to be successful in running polling places for the AEC as their OIC for multiple elections over the past 20yrs. Working with children reference number: WWC1385166. First aid certified.
Overview
8
8
years of professional experience
Work History
Hire Controller
Access Hire Group
12.2023 - Current
- Answering incoming calls and transferring to other internal departments or account managers
- Responding to emails
- Reporting of faulty equipment
Hire Controller
Kennards Hire Traffic Team
01.2022 - 12.2023
- Answering incoming calls relating to faulty equipment, trouble shooting of product issue, product information
- Organizing hire contract and quotes for customers
- Successfully resolving dispute issue relating to customer deliveries & orders
- Successfully resolving dispute issues relating to customer invoices
- Liaising with transport providers regarding customer delivery/pickup
- Building long-term loyal customer relations by providing top-notch service and detailed order, account and service information
- Raising credits
- Invoicing processing
- Daily reports processing.
Customer Care Advisor / Delivery Management Specialist
Dyson Australia
03.2019 - 01.2022
- Answering incoming call relating to faulty items, trouble shooting of product issue, product information & sales calls
- Successfully resolving dispute issue relating to customer deliveries & orders
- Liaising with transport providers regarding customer delivery issues
- Liaising with 3PL warehouse regarding customer order issues
- Meeting monthly KPI
- Resolving customer delivery issue
- Responded to customer needs through competent customer service and prompt problem-solving
- Described product highlights and benefits to help guide purchasing decisions
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Senior Customer Service Specialist
ANC, Australian National Couriers
11.2015 - 06.2018
- Updating client information in database
- Investigating customer invoice inquiries
- Processing credits when customers have been overcharged due to system issues.
- Arranging quotes for clients relating to local and interstate freight charges
- Monitor Drivers Performance to ensure drivers are meeting allocated delivery timeslots
- Ensuring customers are updated on late or cancelled deliveries
- Arranging local freight deliveries through 3rd party transport providers when urgent deliveries need to be made
- Allocate deliveries to drivers when customers require deliveries to be made due to previous delivery issues
- Allocate service work to driver
Acting Customer Service Manager
ANC, Australian National Couriers
02.2016 - 04.2017
- Dealing with customer complaints
- Investigate claims of damages to either product or client property
- Processing of reports to ensure staff are meeting company KPI
- Training of new employees
- Coaching & people development
- Reconcile driver pay time sheets to ensure drivers are paid correctly and on time.
- Monitoring staff performance, behavior to ensure they meets company expectation.
- Arranging overtime roster to ensure all hours of trading has been covered.
Education
High School Diploma -
Blacktown Girls High
Blacktown, NSW12.1985
Skills
- Management experience
- Coaching & people development
- CRM proficient
- Excellent customer care
- Methodical multitasking
- Outstanding verbal and written communication
- Complaint Resolution
- Strategic sales knowledge
- SAP
- BasePlan
References
- Brendan Lee, Project Manager, 1300Tempfence, 1300Tempfence (former transport allocator Kennards)
- Mustafa Basha, Business development manager - Events NSW, 1300Tempfence, 1300Tempfence ( former team leader)
- Dean Scerri, Maintenance Controller, Kennards Hire, Kennards Hire (former service manager)
Timeline
Hire Controller
Access Hire Group
12.2023 - Current
Hire Controller
Kennards Hire Traffic Team
01.2022 - 12.2023
Customer Care Advisor / Delivery Management Specialist
Dyson Australia
03.2019 - 01.2022
Acting Customer Service Manager
ANC, Australian National Couriers
02.2016 - 04.2017
Senior Customer Service Specialist
ANC, Australian National Couriers
11.2015 - 06.2018
High School Diploma -
Blacktown Girls High
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