Summary
Overview
Work History
Education
Skills
Professional References
Education Summary
Timeline
Generic

Kelly Williams

Sydney,NSW

Summary

Experienced Customer Service Leader with excellent communication skills, meticulous attention to detail and time management skills. Extremely customer focused and dedicated to providing exceptional service, resolving issues and building relationships with customers. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

24
24
years of professional experience

Work History

Supply Chain Manager

Viscofan Globus Australia
12.2022 - Current
  • Improved supply chain efficiency by streamlining processes and implementing cost-saving measures.
  • Reduced lead times for product deliveries through effective supplier management and communication strategies.
  • Enhanced inventory accuracy with the implementation of a robust cycle counting program.
  • Optimized warehouse operations, resulting in improved order fulfillment rates and reduced order processing time.
  • Developed strong vendor relationships to ensure timely delivery of materials and maintain high-quality standards.
  • Developed comprehensive training programs for team members, enhancing skills development and employee retention rates within the department.
  • Managed logistics functions including shipping coordination, customs compliance, freight negotiations, and carrier selection.
  • Supervised 12 staff members tasked with handling materials management, planning, purchasing, and customer service duties.
  • Teamed with sales and marketing teams to confirm that product availability meets customer demand.
  • Oversaw demand planning, purchasing, and logistics.
  • Collaborated with internal teams to improve outputs to meet demand and supply requirements, ensuring inventory integrity targets for finished goods.

Customer Service & Engineering Support – Team Leader

Viscofan Globus Australia
05.2016 - 12.2022
  • Responsible for daily operations of the Customer Service Team
  • Ensuring all incoming jobs are actioned within dedicated time frames
  • Assisting Area Managers with Daily / Weekly reports outlining sales and production jobs
  • Responsible for the training and development of Customer Service staff, ensuring processes are followed to maintain Quality standards and DIFOT levels are met
  • Accurately provide quotes for Engineering Spare Parts and Clipping Machine enquiries, including sourcing prices from overseas suppliers, arranging Air Freight or Sea Freight travel and finalizing all machine purchase documents
  • Assisting Service Techs with bookings for Service calls and processing of Service Dockets
  • Handling customer complaints, conflict resolution and general customer service enquiries
  • Liaising with internal customers in regards to transport issues, stock delays and shortages
  • Assisting Production with the weekly production schedule, ensuring all urgencies are tracked and produced within agreed lead times
  • Maintaining KPI competencies by mentoring sessions with staff, cross training and developing knowledge in required areas
  • Monitoring stock levels across Sydney, Melbourne and Perth Warehouses and prompting for production orders or transfer of stock to interstate warehouses
  • Action and process all credit requests including investigating root cause of request and lodging NCR (Non-Conformance Report) for Faulty material claims
  • Arranging all required Air Freight shipments
  • Including Exporting of goods to international customers, sending urgent orders within Australia and arranging Airfreight for all urgent jobs from overseas suppliers.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
  • Coordinated resources effectively to meet project deadlines and achieve desired results.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Promoted high standards through personal example to help each member understand expected behaviours and standards.

Senior Customer Service Representative / Sales Support

Samuel Smith & Son – Yalumba Wines
12.2009 - 05.2016
  • Responsible for accurately entering customer orders received via phone, fax and email
  • Distribution and action of all incoming emails
  • Entering and maintaining customer details in the customer database
  • Accurately updating quotes, pricing, negotiated deals and contracts
  • Liaising with internal customers in regards to transport issues, stock delays and shortages
  • Handling customer complaints and conflict resolution and general customer service enquiries.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Streamlined customer service processes for increased efficiency and improved response times.

Assistant Branch Manager / Customer Service Representative

Apollo Motorhome Holidays
02.2008 - 12.2009
  • Assisting Customers with the open and Close of rental contracts for Campervans
  • Completing Vehicle Demonstrations in an efficient and timely manner
  • Customer service duties including quoting, sales and availability enquiries
  • Maintaining vehicle maintenance requirements including scheduled servicing and mechanical repairs
  • Leading staff development and training program in Sydney Branch
  • Daily banking and cash handling including credit card and Eftpos transactions
  • Maintaining staff rosters and availability.

Export Customer Service Operator

Vanguard Logistics Services
05.2006 - 02.2008
  • Working in Export Operations focusing on Major Corporate Accounts
  • Arranging all aspects of International Sea Freight Shipments
  • Arranging all local carrier movements
  • Lodging all customs and quarantine requirements
  • All customer service duties including quoting, invoicing, general enquiries and sales support.

Senior Customer Service Representative

CP Ships
06.2004 - 05.2006
  • Export customer service incorporating bookings and sales support
  • Administration duties including shipment schedule maintenance, database updates and quoting updates
  • Export quoting
  • Entering and maintaining customer details in the customer database.

Corporate Rental Officer / Team Leader

Thrifty Car Rentals
02.2001 - 06.2004
  • Arranging rental cars for Corporate Account holders via phone, fax and email
  • Assisting the call center with general customer service enquiries and public rental bookings, quotes and availability enquiries
  • Assisting with Commercial vehicle rental enquiries and bookings
  • Weekend supervisor / Team leader.

Retail and Counter Assistant

Sydney University Sports Centre
11.1999 - 06.2002
  • Working on the front counter serving customers at the Gym and Aquatic Centre
  • Registering and entering new members details into the database
  • Assisting with sales and enquiries in the retail outlet
  • General shop duties and maintenance, cash handling, credit card and Eftpos sales.

Education

High School Diploma -

Kirrawee High School
Kirrawee, NSW

Skills

  • Works extremely well in a team environment
  • Excellent Time Management Skills
  • Ability to Multi-task
  • Task focused & results driven
  • Problem Solving Capabilities
  • Works well under pressure and able to meet deadlines
  • Able to lead & motivate
  • Intermediate Microsoft Outlook / Word / Excel / PowerPoint
  • Communication and Conflict Resolutions Course - 2006
  • Senior First Aid Certificate RLSNSW - 2022
  • Health & Safety Representative - Courtnell - 2022
  • New Supervisor Course - AIM 2019

Professional References

  • Luke Harrison, 0405 396 803, Commercial Manager - Vanguard Logistics Services
  • Peter Roubekas 0400 200 457 Supply Chain Manager (Retired) Viscofan Globus Australia

Education Summary

  • Cronulla High School, 1993, 1997, Completed School Certificate, Awarded the Principals Award for Citizenship
  • Kirrawee High School, 1998, 1999, Completed Higher School Certificate, Awarded a School Sports Blue for Basketball and Water polo

Timeline

Supply Chain Manager

Viscofan Globus Australia
12.2022 - Current

Customer Service & Engineering Support – Team Leader

Viscofan Globus Australia
05.2016 - 12.2022

Senior Customer Service Representative / Sales Support

Samuel Smith & Son – Yalumba Wines
12.2009 - 05.2016

Assistant Branch Manager / Customer Service Representative

Apollo Motorhome Holidays
02.2008 - 12.2009

Export Customer Service Operator

Vanguard Logistics Services
05.2006 - 02.2008

Senior Customer Service Representative

CP Ships
06.2004 - 05.2006

Corporate Rental Officer / Team Leader

Thrifty Car Rentals
02.2001 - 06.2004

Retail and Counter Assistant

Sydney University Sports Centre
11.1999 - 06.2002

High School Diploma -

Kirrawee High School

Similar Profiles

CREATE PROFILE
Kelly Williams