Years + in customer service
Hi, I’m
Kellie Clarke
South Gladstone ,Queensland
Summary
- I have 20yrs+ work experience in customer service, department management, depot supervisor, data entry, problem solving, team work, organizing rosters 2wks to a month in advance and much more, I’m keen to learn new ways to be able to progress I’m also available to work long hours, weekends and late nights.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
5
Years + in Management
Work History
Aramex Courier
Depot Supervisor
07.2022 - 03.2023
Job overview
- Made sound financial decisions in regards to waste, exceptions and junk outs related to local profit and loss.
- Coached, developed and trained current team members to reach business metrics.
- Researched new tools and developed new SOPs to continue growth.
- Tracked and reported both individual and department productivity, quality and staffing levels and reported progress and concerns.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Troubleshot equipment to reduce service calls and downtime.
- Managed staff hiring, training and supervision.
- Implemented policies and standard operating procedures for continuous improvement.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Built relationships with customers and managed accounts to drive revenue and profit.
- Improved distribution efficiency with design, development, and testing of embedded software applications.
Centurion
Administration Assistant
03.2021 - 07.2022
Job overview
- Create Trips for loads around Australia, costing out loads, creating manifest, data entry, create quotes, manage all payments for new and old customer, create new accounts, local pick ups and deliveries, capable and trusted to open and close and to run the depot alone, clean office’s, answer calls, respond to emails and much more
- Hotel Service Managers
- Created and maintained databases to track and record customer data.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Prepared weekly employee work schedules to meet operational needs.
- Consulted with leadership to identify processes requiring improvement to support growth and success.
Mt Larcom Royal Hotel
Manager's Assistant
01.2017 - 02.2021
Job overview
- Organizing staff and rosters 2-4wks in advance, ordering stock, stocktake, planning event and entertainment, cleaning, banking, customer service, alcohol and gaming licenses, managing difficult situations with customers and staff and much more
- Ran errands to support daily needs of management.
- Responded to and directed incoming calls and other communication.
- Developed strategy to increase sales and drive profits.
- Resolved basic computer and office equipment issues through troubleshooting.
- Scheduled meetings and managed calendar.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Mentored team members to enhance professional development and accountability in workplace.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Attended monthly sales meetings and reported pertinent information to employees.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Reviewed sales and gross profit report to assess company efficiency.
- Created employee schedules to align coverage with forecasted demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Mount Larcom Cafe
Assistant Cafe Manager
05.2014 - 01.2017
Job overview
- Mt, Serve, cook, clean, take phone orders, count tills and manage stock ordering, open and close cafe, barista coffee
- Wiped, sanitized and maintained floors, facility, and equipment to adhere with company standards and procedures.
- Maintained clean and attractive product displays to entice customer purchases.
- Displayed calm and friendly demeanor when addressing and resolving customer issues and complaints.
- Monitored food temperatures to comply with safety regulations.
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Addressed and resolved customer service issues to establish trust and increase satisfaction.
- Collaborated with other departments to coordinate events and promotions.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
- Handled business administration functions such as payroll, cash register counting, and supply ordering.
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
- Managed display products effectively to achieve consistent sales with minimal waste.
- Negotiated contracts with suppliers to secure competitive prices for products.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Oversaw food preparation and monitored safety protocols.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Purchased food and cultivated strong vendor relationships.
- Coordinated with catering staff to deliver food services for special events and functions.
NQX Freight Systems
Freight Dispatcher
02.2009 - 02.2014
Job overview
- Answering phones and directing calls,
- Filling, Faxing, photocopying and scanning,
- General office duties,
- Customer service,
- Delivery notes, keeping accurate records of deliveries,
- Loading/Unloading trucks from around Australia,
- Yard maintenance,
- Stock handling,
- Consignment notes,
- Safe and effective operation of forklift,
- Commercial cleaning in the evenings
- Completed clerical tasks such as filing, copying, and distributing mail.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained and updated office records, both digital and physical.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Ordered office supplies and kept office stocked with needed resources to operate smoothly.
- Created purchase orders and tracked invoices to avoid missed or delayed shipments.
- Compiled and analyzed data to produce reports.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Checked that each scheduled route was appropriately covered by delivery drivers.
- Handled incoming calls and emails from customers regarding issues with deliveries.
- Created delivery routes and optimized plans for traffic, road conditions, and other factors.
- Reviewed paperwork and contracts prior to dispatching crew members to support accuracy and clarify understanding of details.
- Worked closely with customers to effectively resolve issues and complaints.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Updated vehicle logs, cargo records, and billing statements with accuracy and efficiency.
- Analyzed customer delivery needs and developed tailored delivery solutions.
- Monitored and tracked dispatch communication systems.
- Scheduled deliveries and pickups according to customer needs.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Scheduled and organized delivery routes.
- Managed customer accounts and invoicing.
Alert Couriers
Depot Supervisor
10.2007 - 10.2008
Job overview
- Load/unload aircraft,
- Invoicing,
- Freight Delivery,
- General maintenance of workplace,
- Hold an ASIC Card,
- Admin Manager
- Supervised ongoing daily production phases.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Managed staff hiring, training and supervision.
- Kept accurate and detailed records of personnel progress and productivity.
- Collaborated with internal teams to streamline operations across materials handling, production, and shipping.
- Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
- Oversaw loading and unloading of packages in warehouse.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Built relationships with customers and managed accounts to drive revenue and profit.
- Established operational objectives and work plans and delegated assignments to subordinate managers.
EDI Downer Engineering
Store Person / Trade Assistant
10.2005 - 09.2007
Job overview
- Picked stock according to order sheets and prepared for transport.
- Received and checked incoming goods for damage and discrepancies with paperwork.
- Restocked shelves and helped customers locate desired items.
- Operated equipment such as hand trucks, pallet jacks and forklifts on daily basis.
- Assisted skilled tradesmen to complete projects.
- Assisted in receipt and inventory of material, tools and equipment.
- Participated in program and construction planning and kept leaders abreast of progress, problems and building project needs.
NQX Freight Systems Boyne Smelter
Office Assistant/courier driver/Forklift operator/Cleaner
02.2003 - 06.2005
Job overview
- Answering phones and directing calls,
- Filling, Faxing, photocopying and scanning,
- General office duties,
- Customer service,
- Delivery notes, keeping accurate records of deliveries,
- Loading/Unloading trucks from around Australia,
- Yard maintenance,
- Stock handling,
- Consignment notes,
- Safe and effective operation of forklift,
- Peggy/Cleaner
- Completed clerical tasks such as filing, copying, and distributing mail.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained and updated office records, both digital and physical.
- Delivered clerical support by handling range of routine and special requirements.
- Submitted employee payroll documentation weekly to avoid errors and kept employees paid accurately and on time.
- Input data into spreadsheets and databases.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Utilized office management software to record and track customer information.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Mount Larcom Royal Hotel
Bar Attendant
02.2000 - 01.2003
Job overview
- Poured beer and served beverages,
- Cash Handling(register/EFTPOS),
- Open/Closing of business,
- Stock taking, Ordering stock,
- Organized rosters for employees,
- Assisted in organizing functions,
- General customer service,
- Complete cleaning of hotel when on closes
- Maintained knowledge of menu items, liquor brands, beers and non-alcoholic selections to enhance customer experience and expedite service.
- Adhered to alcohol policies and procedures and complied with local and state laws.
- Acknowledged guests even when busy and anticipated and responded to guest needs.
- Operated and closed down bar station according to sanitation regulations and safety standards.
- Checked ID cards and verified bar guests were of legal age.
- Maintained neat, clean and professional appearance to meet business dress code policy.
- Learned how to make wide variety of mixed drinks.
- Bussed bottles and glassware to maintain clean bar area.
- Restocked ice, condiments, and snacks.
- Delivered food to customers at bar and tables.
- Notified management of guest complaints for quick, effective resolution.
- Greeted customers and provided friendly, knowledgeable service.
- Restocked glassware, cleaned tables and organized supplies to meet demanding trading periods throughout shift.
- Coordinated with servers and bartenders to maintain smooth operation of bar area.
- Assisted in setting up and breaking down bar area for special events.
- Transported dirty utensils, dishes, and trays to kitchen to help team stay on top of cleaning.
- Replaced empty kegs and soda syrups.
- Collected trash, wiped up spills, and removed trays to maintain fresh and clean customer areas.
- Maintained adequate levels of condiments and well-stocked drink stations to keep service flowing smoothly.
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
- Explained daily specials and beverage promotions to exceed daily sales goals.
Education
Central Queensland UniversityGladstone, QLD
Responsible Service Of Alcohol
2021
Central Queensland UniversityGladstone, QLD
Responsible Service Of Gaming
2021
Skillfill Pty Ltd
Graduate Certificate
BSBWHS302 Workplace Health and Safety
2019
Skills
- Customer Service
- Supervising
- Teamwork
- Merchandising
- Office Assistant
- Peggy/Cleaner
- Adaptability and Flexibility
- Operational Efficiency
- Sales Presentation
- Customer Needs Assessments
- Safety Awareness
- Hazard Monitoring and Management
- Daily Logs
- System Updates
- Dependable and Consistent
- Routine Maintenance
- Staff Meetings
- Compliance Requirements
- Maintaining Clean Work Areas
- Credit Card Transaction Processing
- Professional Relationships
- Merchandise Labeling
- Handling Materials
- Administrative Support
- Staff Training
- General Housekeeping
- Filing Systems
- Cash Register Operations
- Task Prioritization
- Employee Performance Evaluations
- Customer Inquiries
- Warehouse Operations
- Daily Progress Reports
- Positive Reinforcement
- Train Workers
- Providing Feedback
- Sales Strategies
Timeline
Depot Supervisor
Aramex Courier
07.2022 - 03.2023
Administration Assistant
Centurion
03.2021 - 07.2022
Manager's Assistant
Mt Larcom Royal Hotel
01.2017 - 02.2021
Assistant Cafe Manager
Mount Larcom Cafe
05.2014 - 01.2017
Freight Dispatcher
NQX Freight Systems
02.2009 - 02.2014
Depot Supervisor
Alert Couriers
10.2007 - 10.2008
Store Person / Trade Assistant
EDI Downer Engineering
10.2005 - 09.2007
Office Assistant/courier driver/Forklift operator/Cleaner
NQX Freight Systems Boyne Smelter
02.2003 - 06.2005
Bar Attendant
Mount Larcom Royal Hotel
02.2000 - 01.2003
Central Queensland University
Responsible Service Of Alcohol
Central Queensland University
Responsible Service Of Gaming
Skillfill Pty Ltd
Graduate Certificate
BSBWHS302 Workplace Health and Safety
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