Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kayla Marsh

CORNUBIA,QLD

Summary

Motivated Team Lead possessing excellent leadership with a Customer Service focus. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.

Overview

8
8
years of professional experience

Work History

National Order Management & Fulfilment Lead

Beaumont Tiles
Rochedale, QLD
10.2023 - Current
  • Lead a National Customer Service team consisting of 17 team members
  • Onboard and train new team members throughout Australia
  • Resolved customer issues related to order placement, pricing discrepancies, shipping delays
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard
  • Developed strategies to increase team productivity and improve customer service levels
  • Resolved escalated customer complaints or queries promptly and efficiently
  • Collaborated with other departments to develop effective solutions that meet customer needs.
  • Identified opportunities for process improvements, implementing changes when required

Customer Service Team Lead

Beaumont Tiles
Rochedale, QLD
09.2021 - 10.2023
  • Provided leadership and guidance to QLD customer service team members, ensuring that tasks were completed on time and to a high standard
  • Onboard & train new team members
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Reviewed existing systems and procedures regularly, suggesting ways they could be improved or optimized.
  • Collaborated with management team to implement new work procedures or policies.

Customer Service Representative

Beaumont Tiles
Rochedale, QLD
09.2018 - 09.2021
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Answered inbound calls, chats and emails to facilitate customer service.

Senior Administrator

Belle Property Cornubia
Cornubia, QLD
05.2016 - 09.2018
  • Process new listings, property advertising & invoices
  • Process contacts including property settlements, termination & commission calculations
  • Liaising with sales team, clients & solicitors
  • Induction & training of new staff
  • Organise travel for team & company events
  • Stationary orders & ad hoc support to the entire team

Education

High School Diploma -

Mount Gravatt State High School
Mount Gravatt
12-2011

Skills

  • Performance monitoring
  • Employee engagement
  • Talent Acquisition
  • Complaint resolution
  • Customer Service-Oriented
  • Coaching and Mentoring

References

References available upon request.

Timeline

National Order Management & Fulfilment Lead

Beaumont Tiles
10.2023 - Current

Customer Service Team Lead

Beaumont Tiles
09.2021 - 10.2023

Customer Service Representative

Beaumont Tiles
09.2018 - 09.2021

Senior Administrator

Belle Property Cornubia
05.2016 - 09.2018

High School Diploma -

Mount Gravatt State High School

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Kayla Marsh