Summary
Overview
Work History
Education
Skills
References
Timeline
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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
Brisbane
11.2016

Certificate III - Media

Triple A Media
West End, QLD
06-2015

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
KEISHA-LEIGH COOLWELL