Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kelly Copeland (Nee: Stiggants)

Adelaide,SA

Summary

Experienced customer service manager, interior design consultant, and administrative specialist with a proven track record of cultivating strong client relationships and delivering exceptional designs. Recognized for consistently surpassing high sales goals and presenting tailored options that meet clients specific needs. Committed to providing a personalized customer experience at all times.


Actively seeking opportunities to enhance skills, gain valuable experience, and contribute a positive attitude to any team or project. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Detail-oriented team player with strong organizational skills, able to handle multiple projects simultaneously with a high degree of accuracy.


The last 5 years have come with hardships due to business closures. I have supported many great teams, implemented customer service strategies and found integrity during the downfall of two incredible companies. I am proud of my time, although cut short, at these companies and believe I am a better member of any team due these experiences. I have put my resilience to the test and know I am able to carry a team and bring an uplifting personality to any challenge.


I am seeking long term employment stability and to be a part of something great.

Overview

14
14
years of professional experience

Work History

NDIS Plan Manager

My Care Planner
03.2023 - 03.2024
  • Company sadly closed in August 2024.
  • Maternity leave period.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-to-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Participated in team-building activities to enhance working relationships.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
  • Input high volume of monthly invoices with consistent accuracy.
  • Monitored status of accounts receivable and payable to facilitate prompt processing.
  • Communicated with providers to reconcile invoice payments.
  • Reviewed and revised client NDIS budgets to support spending.
  • Increased team productivity by implementing streamlined processes and effective communication strategies.

Customer Experience & Merchandising Coordinator

Interiors Online
04.2022 - 02.2023
  • Company sadly closed March 2023.
  • Inspected merchandise for quality for online platform.
  • Removed discontinued, not-in-stock, and updated ETA's for all suppliers on a online platform.
  • Established strong vendor relationships to maintain and support business.
  • Monitored inventory levels.
  • Planned and coordinated product availability for advertising and promotion purposes.
  • Answered customer questions regarding store merchandise, department information and pricing.
  • Communicated with suppliers to negotiate best pricing on apparel and accessories.
  • Provided Interior Design knowledge, along with current trends, to assist in sales and developing product offerings.
  • Assisted with trade clients and larger projects.
  • Use of eCommerce programmes such as Shopify, Gorgias, Xero and Google Analytics.
  • Drop-shipping business model.

Sales and Estimating

Terrace Floors And Furnishings
07.2021 - 02.2022
  • Due to personal health issues, I had to step away from work. Still very close with the team and had a great experience mentored by Sandra.
  • Maintained in-depth understanding of all available brands and types of flooring available to customers.
  • Engaged with customers to build rapport and loyalty.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Greeted customers, offered assistance in finding requested items and carried merchandise to completed sale.
  • Answered customer questions about sizing, accessories and merchandise care.
  • Measured and completed product quotations.
  • Demonstrated features of different floor options and overcame objections with knowledgeable responses.
  • Followed up with customers to assess satisfaction, answer questions and resolve concerns.

Design Consultant

Packers
07.2020 - 07.2021
  • Prepared original and relevant options for clients suitable to individual requirements.
  • Consistently stayed under client's budget for projects.
  • Developed design deliverables that elevated, differentiated and functioned on-brand and on-strategy.
  • Obtained approval of concepts by submitting rough drafts to management or to client.
  • Prepared strategies and proposed concepts for client approval.
  • Gathered and bought all materials needed to successfully complete projects
  • Maintained design knowledge by attending various workshops, professional society gatherings, and meetings.
  • Worked flexible hours; weekend, and holiday shifts.
  • Created variation price sheets for builders to present to clients and communicated deadlines to ensure projects were completed on time.

Selections Consultant

Weeks Building Products
10.2019 - 04.2020
  • Company sold within 6 month period.
  • Complete External and Internal Selections for Weeks Building Group clients
  • Product Upgrades and Sales Material consultations - Appliances, Joinery, Tapware and Saintaryware, Flooring applications, Air Conditioning, Electrical, Robes, Internal and External Paint, Solar, Windows, Doors and Tiling
  • Colour Schemes for Internal and External applications
  • Full-Day Client Selections Consultation appointments
  • Administration and Quoting for client approval
  • Provide a continued and current knowledge on style trends, products and applications
  • Management of client files from pre-selection, externals, final selections consultation, quoting and final signoff
  • Detailed and close interactions with drafting team Detailed and close interactions with sales team
  • Industry training with leading brands, including but not limited to: JAG, Smeg, Climat, Laminex, Caesarstone, Euro Appliances and Wilsonart
  • Booking client appointments Extensive use of Word, Excel, Framework, Clipspec, Google Doc.
  • Exceeded goals through effective task prioritization and great work ethic.

Design and Event Coordinator

Brickworks Group Austral Bricks SA
12.2017 - 10.2019
  • Design Studio Assistant Manager at Hindmarsh Square Design Studio while manager on leave from June 2018 until August 2018
  • External Colour Selections for major builders including but not limited to: Weeks, Fairmont Homes, Scott Salisbury Homes, Bradford Homes, Rossdale, Distinctive and Oakford.
  • Completion Customer Service training seminar and Time Management seminar
  • Completion of approximately 275 colour consultations and have been pleased to receive 10/10 customer feedback responses.
  • Client comment: “The service offered was fantastic - Kelly was very professional - very thorough - very accommodating - extremely pleasant and helpful in every way - nothing was too difficult.” “Kelly was amazing! Once our style was established she gave her opinion without being pushy to help guide us in the right direction. We are so happy with our selection and experience! Thank you!”
  • Managed administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions.
  • Fulfilled contractual obligations, including communications, vendor coordination, schedule creation, budget administration and rehearsal and day of event coordination.
  • Streamlined event efficiencies by accurately coordinating and managing customer itineraries.
  • Solicited feedback from clients to assess event success and uncover opportunities for improvement.
  • Reduced financial discrepancies by accurately managing budgeting, bookkeeping and auditing tasks.
  • Managed event logistics and operations, including support staff, vendor services and volunteers.
  • Organized, coordinated and deployed events while focusing on delivering superior customer service.
  • Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation and proposal development for various events.
  • Coordinated schedules and timelines for all events.
  • Selected and ordered décor and event materials.
  • Accurately calculated and processed expenses during and after events.
  • Coordinated florists, photographers, videographers and musicians.

Administration and Selections Assistant

Regent Homes
01.2017 - 12.2017
  • Organising events for company suppliers, internal events and industry training
  • Liaising with clients and suppliers to ensure a high level of service
  • Industry and product knowledge Material consultations – including brick, tile, cabinetry, electrical, flooring and sanitary ware
  • Assisting in the completion of new home and custom home builds
  • Completion of industry training by Susan Dodd, Zest Living
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations.

Hospitality Attendant

Great Southern Rail
04.2011 - 12.2011
  • Updated customer accounts with add-on room charges, including minibar use and room service bills.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Explained details regarding train service, including restaurants, room services and bar area.
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Traveled across outback locations with extended hours. Trips would range from 6 - 3 days.
  • Promoted to high class service after 3 months of fulltime employment.

Event Assistant & Wait Staff

Cindy's Classic Gourmet
07.2010 - 08.2019
  • Optimized guest satisfaction with food and beverages by quickly addressing requests and complaints.
  • Assisted in event set-up according to instructions, guaranteeing readiness within strict schedules.
  • Performed post-event tasks such as breaking down areas, removing trash and cleaning facilities.
  • Delighted clients with exceptional events, consistently exceeding expectations with design and execution.
  • Welcomed guests to events, checked invitations and oversaw proper seating.
  • Worked in locations, accomplishing all assigned tasks with efficiency and accuracy.
  • Worked on and off with Cindy over numerous years and continued to use her service at Brickworks Event roll as vendor.

Colour Consultant

Annie Sloan Chalk Paint
07.2016 - 12.2017

Waitress

The Gully Public House and Garden
07.2015 - 01.2017

Waitstaff Manager

Bean & Grain
02.2015 - 05.2015

Waitress

Café Delissio
12.2014 - 02.2015

Education

Diploma Of Interior Design & Decoration -

Tafe SA
Adelaide, SA
07.2019

Certificate 3 in Children's Services -

TAFE SA
Adelaide, SA
07.2012

High School Diploma -

University Senior College
Adelaide, SA
12.2010

High School Diploma -

Glenunga International High School
Glenunga, SA
07.2009

Skills

  • Project requirements
  • Creative design layouts
  • Vendor relationships
  • Superb eye for detail
  • Teamwork skills
  • Effective planning
  • Customer Service and Assistance
  • Design Concept Development
  • Adaptability and Flexibility
  • Consumer Trends

References

Mr Justin Hillberg

CEO, Interiors Online

justin@thesharedceo.com or 0452 400 576


Mrs Sandra Chambers

General Manager / Trade Account Manager, Terrace Floors and Furnishings

sandrac@terrracefloors.com.au or 0418 801 868


Mr David Roberston General Manager, Austral Bricks SA (Brickworks Building Products)

david.robertson@australbricks.com.au or 0416 271 950


Mr Ryan Gazzard

Previous General Manager, Regent Homes SA

ryan@regenthomes.com.au or 0477 756 012


Timeline

NDIS Plan Manager

My Care Planner
03.2023 - 03.2024

Customer Experience & Merchandising Coordinator

Interiors Online
04.2022 - 02.2023

Sales and Estimating

Terrace Floors And Furnishings
07.2021 - 02.2022

Design Consultant

Packers
07.2020 - 07.2021

Selections Consultant

Weeks Building Products
10.2019 - 04.2020

Design and Event Coordinator

Brickworks Group Austral Bricks SA
12.2017 - 10.2019

Administration and Selections Assistant

Regent Homes
01.2017 - 12.2017

Colour Consultant

Annie Sloan Chalk Paint
07.2016 - 12.2017

Waitress

The Gully Public House and Garden
07.2015 - 01.2017

Waitstaff Manager

Bean & Grain
02.2015 - 05.2015

Waitress

Café Delissio
12.2014 - 02.2015

Hospitality Attendant

Great Southern Rail
04.2011 - 12.2011

Event Assistant & Wait Staff

Cindy's Classic Gourmet
07.2010 - 08.2019

Diploma Of Interior Design & Decoration -

Tafe SA

Certificate 3 in Children's Services -

TAFE SA

High School Diploma -

University Senior College

High School Diploma -

Glenunga International High School

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Kelly Copeland (Nee: Stiggants)