Summary
Overview
Work History
Education
Skills
Timeline
Generic

Keely Brown

Southside

Summary

I'm a cheerful and upbeat young woman with a history of exceeding customer and patrons expectations. I'm calm and composed in stressful situations with a successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. An expert at finding win-win solutions. Detail-oriented approach to resolving CRM (customer relation management) issues. With highly energetic, outgoing and detail-oriented nature. I handle multiple responsibilities simultaneously while providing exceptional customer service. I'm reliable and hardworking, as well as show professionalism at all times, demonstrating my ability of multitasking in fast-paced settings. I'm knowledgeable about processing paperwork and payments to complete orders while coordinating shipments and coordinating timely deliveries. Talented Lead Customer Service Representative polished in balancing customers needs and company demands.

Dedicated candidate eager to leverage knowledge in independent case managing and Finance development. Skilled in running social services initiatives and adhering to policies and procedures and managing Government funding. Collaborative and committed to to learning more and growing to support my employer. I'm committed to building loyalty and long-term relationships with colleagues and achieving individual set goals and site KPI (key performance indicator's).

Overview

10
10
years of professional experience

Work History

Home Care Package Partner

Blue Care
11.2023 - Current
  • Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
  • Achieved successful client outcomes by identifying and addressing their unique needs and goals.
  • Stayed informed on industry developments and market trends to gain competitive advantage.
  • Networked with other professionals and organizations to expand contacts and opportunities.
  • Leveraged technological tools for efficient case management, organization, and enhanced client communication.
  • Cultivated a positive work environment within the team by promoting collaboration among colleagues.
  • Managed budgets and resources effectively to maintain a well-equipped service for client care delivery.
  • Independently managed 40-65 packages at a time while maintaining provided KPIs.
  • Professionally managed funding support for aged care clients including approving purchases.
  • Understood and learnt Government legislation regarding inclusions and exclusions within government funding.
  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
  • Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
  • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
  • Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
  • Achieved positive client outcomes by developing and implementing comprehensive case management plans.
  • Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
  • Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
  • Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
  • Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
  • Managed crisis situations with empathy and professionalism, ensuring client safety and continuity of care.

Customer Relations Specialist

Blue Care
10.2022 - 11.2023
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
  • Communicated with customers to assess and address individual needs, providing timely and quality support.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Responded to customer requests for products, services and company information.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Fielded customer questions regarding sales, current prices and upcoming company changes.
  • Logged call information and solutions provided into internal database.

Customer Service Representative

Blue Care
08.2021 - 10.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Recommended Services to customers, thoroughly explaining details.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of service changes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Communicated professionally with colleagues, management and clients.
  • Promptly responded to inquiries and requests from prospective customers.
  • Effective liaison between customers and internal departments.
  • Sought ways to improve processes and services provided.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Customer Service Cashier

Timezone
09.2020 - 12.2022
  • Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
  • Greeted customers and responded to informational requests.
  • Processed credit card, EBT and gift certificate payments in electronic computer systems.
  • Exchanged and returned items, noting all details in company database and placed returned merchandise in bins for restocking.
  • Greeted customers promptly and responded to questions.
  • Maintained work area in clean and neat manner.
  • Cleaned and stocked front end areas, including register changing tapes and ribbons.
  • Complied with cash handling procedures to meet regional cashier variance policy.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Processed customer payments quickly and returned exact change and receipts.
  • Built and maintained productive relationships with employees.
  • Answered phone calls to assist customers with questions.
  • Scanned items quickly to keep lines moving and reduce overall wait time.

Storeperson

GSA Wholesale Suspension
02.2020 - 02.2021
  • Unloaded trucks, opened boxes and checked merchandise for damage or quantity problems.
  • Followed order sheets to pick correct stock and prepare pallets.
  • Verified merchandise against shipping paperwork and resolved discrepancies.
  • Kept stockroom orderly, accessible and safe with regular upkeep.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Food and Beverage Attendant

Peppers Noosa Resort & Villas
11.2017 - 11.2019
  • Maintained dining and food service areas to maximize safety and cleanliness.
  • Welcomed and thanked guests to demonstrate appreciation for patronage.
  • Provided exceptional service that reflected restaurant standards and core values.
  • Assembled and served meals according to specific guest requirements.
  • Demonstrated proficient knowledge of menus, services and promotions offered to assist customers and team members.
  • Set tables for upcoming meal according to food service guidelines manual.
  • Created food displays according to established standards and replaced dated products with fresh.
  • Maintained presence throughout meals to assist guests with additional food and beverage requests as needed.
  • Maintained operations in full compliance with alcohol service standards and legal requirements to prevent incidents of overserving or underage drinking.

Food and Beverage Attendant

Sweet Tempered Choclateria
02.2017 - 11.2018
  • Maintained dining and food service areas to maximize safety and cleanliness.
  • Welcomed and thanked guests to demonstrate appreciation for patronage.
  • Provided exceptional service that reflected restaurant standards and core values.
  • Assembled and served meals according to specific guest requirements.
  • Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
  • Demonstrated proficient knowledge of menus, services and promotions offered to assist customers and team members.
  • Worked in close collaboration with team members to ensure customers received high-quality service.

Retail Assistant

Network Video Noosa
11.2015 - 02.2017
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Engaged positively with each customer, providing professional and polite support for sales and service needs.
  • Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
  • Counted cash, made change and stored coupons to keep organized and balanced cash register drawer.
  • Calculated pricing, applied discounts and collected payment to process transactions.
  • Answered questions about current promotions and resolved issues according to store policies.
  • Drove sales by successfully employing strategies such as upselling and cross-selling.
  • Readied merchandise for sales floor by marking items with identifying codes and accurate pricing.
  • Offered coupons and special deals to increase quantity of customer spending.
  • Offered friendly greetings and assistance to incoming customers.
  • Established good customer relations and excellent service to build and retain loyal customers.
  • Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.

Education

High School Diploma -

Sunshine Beach High School
Sunshine Coast, QLD
11.2019

Skills

  • Money Management
  • Product Knowledge
  • CRM
  • Financial overage analysis
  • Training and mentoring
  • Customer assistance
  • Customer Data Confidentiality
  • Efficient and Detail-Oriented
  • Data Entry and Maintenance
  • Building Provider Trust and Loyalty
  • Client Account Management
  • Upbeat and Positive Personality
  • Calm and Professional Under Pressure
  • Proficient in software
  • Financial administration
  • Case management
  • Documentation proficiency and reporting

Timeline

Home Care Package Partner

Blue Care
11.2023 - Current

Customer Relations Specialist

Blue Care
10.2022 - 11.2023

Customer Service Representative

Blue Care
08.2021 - 10.2023

Customer Service Cashier

Timezone
09.2020 - 12.2022

Storeperson

GSA Wholesale Suspension
02.2020 - 02.2021

Food and Beverage Attendant

Peppers Noosa Resort & Villas
11.2017 - 11.2019

Food and Beverage Attendant

Sweet Tempered Choclateria
02.2017 - 11.2018

Retail Assistant

Network Video Noosa
11.2015 - 02.2017

High School Diploma -

Sunshine Beach High School

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Keely Brown