KEISHA-LEIGH COOLWELL
Glass House Mountains,Australia
Summary
Dynamic Internal Safety Technical Specialist at Blackwoods with a proven track record in problem resolution and relationship building. Recognised for exceptional customer service, I consistently exceeded satisfaction levels by delivering innovative solutions. A self-motivated professional, I thrive under pressure while maintaining attention to detail and driving KPI success.
Overview
8
8
years of professional experience
Work History
Internal Safety Technical Specialist - Mega Mining
Blackwoods
Brisbane, QLD
08.2023 - Current
- Provide internal quotes to mega-mining customers.
- Provide internal support on all safety products for quoting.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Maintained updated knowledge through continuing education and advanced training.
Construction Account Manager
Blackwoods
Brisbane, Australia
11.2021 - 08.2023
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Communicated with clients via email, phone, online presentations, screen sharing, and in-person meetings.
- Developed productive relationships with business representatives, and consulted closely to uncover needs and match available solutions.
- Cultivated long-term relationships with clients to accurately quote pricing and terms that achieve customer objectives.
- Increased revenue by cultivating and securing new accounts, while providing value-added services to existing clients.
- Managed budgeting, forecasting, and performance for all accounts.
- Improved profitability by developing a pipeline using multiple sales penetration strategies.
- Saved costs by negotiating product prices and equalizing freight rates.
- Led and motivated a sales team working with businesses.
- Increased sales by cultivating successful customer relations, and efficiently resolving service requests.
- Exceeded sales goals for accounts by upselling products to existing customers.
- Collaborated with marketing teams to develop targeted campaigns for account acquisition and growth.
Construction Customer Care
Blackwoods
Brisbane, Australia
08.2020 - 11.2021
- Maintained detailed knowledge of customer service initiatives to uphold high standards of service quality.
- Following major projects from start to finish ensuring timely distribution of goods and customer satisfaction.
- Controlling stock and vendor/branch purchase order.
- Liaising with vendors and freight companies to provide customers with their orders in a timely manner.
- Working with key stakeholder's internally and externally to achieve customer and business goals.
- I had the daily run schedule changed to accommodate Cross River Rail's urgency for deliveries to be fulfilled in the morning which resulted in a lot less emails and phone calls of customers asking when their orders will be getting delivered.
- Mentored new team members to promote productivity, accuracy and friendly customer service.
- Qualified potential customers, identified needs and troubleshot and solved customer issues to foster best customer service experience.
- Scheduled appointments to meet customer needs and resolve key concerns.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Built strong relationships with clients to maintain loyalty and promote efficient operations.
- Drove customer escalations to resolution by engaging directly with clients.
- Emailed with external representatives to address customer needs and to ensure the best outcome is always given.
Trade Store Officer
Blackwoods
Brisbane, Australia
12.2017 - 08.2020
- Maintain the shopfront area including price maintenance and POS material updates.
- Reconciliation of daily cash, EFTPOS and cheque transactions for banking.
- Ability to generate trade store sales through retail store initiatives BBQ's, supplier displays etc.
- Provide exceptional service and support to maintain and grow our customer foot traffic.
- Support Branch Manager including D-strat review, backorders, SLOB review and issue resolution support.
- Support the warehouse supervisor in receipting and order picking when required.
- System review and improvements through management of stock levels and proactively working with purchasing.
- Online customer support through Zendesk.
- Communication with vendors, customers and internal.
Education
Queensland Certificate of Education -
Balmoral
Brisbane11.2016
Certificate III - Media
Triple A Media
West End, QLD06-2015
Skills
- Multitasking
- Problem resolution
- Relationship building
- Critical thinking
- Team building
- Fast learner
- Clear communicator
- Attention to detail
- Strong performer under pressure
- Confident in communication over the phone, via email, and face to face
- Self-motivated and reliable
- KPI and quality-driven
References
References available upon request.
Timeline
Internal Safety Technical Specialist - Mega Mining
Blackwoods
08.2023 - Current
Construction Account Manager
Blackwoods
11.2021 - 08.2023
Construction Customer Care
Blackwoods
08.2020 - 11.2021
Trade Store Officer
Blackwoods
12.2017 - 08.2020
Queensland Certificate of Education -
Balmoral
Certificate III - Media
Triple A Media