Kelly Ann Smith
Rockdale,NSW
Summary
Results-driven Service Coordinator with solid background in coordinating and managing service operations. Possessing proven track record in effective scheduling, dispatching personnel and managing inventory for optimal performance and customer satisfaction. Highly organized, team-oriented professional with exceptional communication skills. Smart and responsible liaison with strong interest in fostering communication and collaboration. Proactive in identifying issues with utmost confidence in practical solutions. Highly motivated and determined to make meaningful contributions to organization.
Overview
21
21
years of professional experience
Work History
Service Coordinator
Smeg Australia
07.2017 - 03.2024
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Liaise with the Spare Parts Department
- Liaise with Representatives, Sales, Service Centres, Retailers, Department of Fair Trading, in-house, Couriers and Administration Staff
- Organise replacement of products when deemed necessary.
Freight Support Officer
QANTAS
11.2016 - 05.2017
- High volume inbound call centre environment, Data Entry, International and domestic freight bookings, animal and specialised cargo bookings, interpreting complex data and liaising with operational areas to locate missing cargo, high level customer service with both internal and external customers, detailing with customer complaints and complex issues Providing exceptional customer service for Qantas Freight Reservation Customers
- Carry out International Freight reservations from freight forwarders and other airlines
- Carry out National Freight reservations for customers and their pets, ie dogs, cats, birds and lizards
- Carry out national priority freight reservations throughout Australia
- Liaise with internal management including Freight Planning Officers at major domestic airports throughout Australia
- Liaise with internal staff throughout airports across Australia.
Marketing Assistant
ACCO Brands (Stationery)
01.2015 - 01.2016
- Responsibilities include quality stock issues, website maintenance, product code creation, product image request, proofing artwork, outgoing and incoming deliveries, product manager support on catgeory reviews and completing Excel speadsheets Information.
Customer Service coordinator
ACCO Brands (Stationery)
01.2003 - 01.2015
- Responsible for providing customer service and information regarding the services and products of the company
- Constantly promoting, selling, cross-selling and up-selling a range of over 10,000 company office products from a wide range of brands namely Marbig, Rexel, Crystal file, Derwent, Kensington, Nobo, Sasco, Pelikan, GBC, Rapid, Esselte and other well-known brands Provide quotations for clients
- Follow-up all enquiries
- Convert all queries and quotes into actual sales
- Process orders received from clients and from Sales Representatives Update and maintain the customer database, supplier database and order entry system
- Keeping up to date with all the company’s products, services and procedures Maintaining up to date paper, computer-based files and administration systems Liaise with personnel from sales & marketing, warehouse and delivery operational areas to resolve issues regarding deliveries
- Investigate and process credit claims and directing unresolved issues to management
- Perform troubleshooting services
- Resolve customer service, internal sales, administrative and accounting issues promptly and professionally to the satisfaction of the clients.
Education
High School Diploma -
Randwick Girls High School
Randwick, NSW10.1991
Skills
- A clear and confident telephone manner and exceptional communications skills
- Work well autonomously as well as in a team environment, willingness to learn and am a reliable team player
- Extensive knowledge of SAP (sales and distribution) and EDI ordering system
- Proven aptitude for dealing with customer complaints
- Significant experience in processing high volume of customer orders
- Proficient and accurate with data entering
- Follow up of orders, dealing with couriers
- Sourcing products
- Strong office administration skills with attention to detail
- Good rapport with both customers and colleagues
- Organisation and time management skills
- Positive “Can Do” & “Will Do” Attitude
- Outstanding customer service
- Reception experience, receiving deliveries
References
- Lesley Ryder, Smeg Australia, 0434 423 747
- Karen Rivera, Smeg Australia, 0431 434 454
Hobbies and Interests
- Dining out with friends and family
- Travelling
- Being outdoors
- Going to the movies
- Watching sports
- Mostly spending time with my family.
Timeline
Service Coordinator
Smeg Australia
07.2017 - 03.2024
Freight Support Officer
QANTAS
11.2016 - 05.2017
Marketing Assistant
ACCO Brands (Stationery)
01.2015 - 01.2016
Customer Service coordinator
ACCO Brands (Stationery)
01.2003 - 01.2015
High School Diploma -
Randwick Girls High School
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