Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kym Carruthers

Mascot,NSW

Summary

Dynamic customer service leader with a proven track record at Kuehne & Nagel Australia, excelling in relationship building and effective communication. Achieved significant customer retention through strategic problem-solving and quality control measures, enhancing satisfaction and loyalty. Adaptable and collaborative, I consistently exceed performance goals while fostering a positive team environment.

Overview

22
22
years of professional experience

Work History

Sea Logistics Customer Care Manager NSW

Kuehne & Nagel Australia
01.2020 - Current
  • Created customer support strategies to increase customer retention.
  • Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Established positive relationships with clients, leading to increased customer loyalty and retention.
  • Conducted regular performance evaluations for continuous improvement and employee growth opportunities.
  • Played a crucial role in meeting or exceeding departmental KPIs consistently through strong leadership skills combined with strategic planning.
  • Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.
  • Mentored new hires, fostering growth and professional development within the team.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Adapted quickly to changing business needs by revising processes for increased flexibility and scalability in service delivery.
  • Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problemsolving.
  • Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals.
  • Contributed significantly towards company revenue goals by upselling products or services when appropriate during client interactions.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
  • Optimized workflows through process improvements, reducing response times without sacrificing quality standards.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Customer Service Manager

Kuehne & Nagel Australia
01.2017 - 12.2019
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Reduced customer complaints by proactively identifying and addressing common issues.

Key Account Manager

Kuehne & Nagel Australia
01.2010 - 12.2016
  • Built and maintained strong client relationships to drive business growth.
  • Strengthened client relationships through regular communication and effective problemsolving.
  • Created sales forecasts to target daily, monthly and yearly objectives.
  • Delivered exceptional customer service by resolving client concerns quickly and efficiently.
  • Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
  • Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.
  • Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
  • Developed and maintained strong relationships with key clients to ensure long-term business growth.
  • Fostered strong client relationships, leading to increased loyalty and repeat business.
  • Negotiated prices, terms of sales and service agreements.

Sales Executive

Kuehne & Nagel Australia
08.2006 - 12.2009
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Researched sales opportunities and possible leads to exceed sales goals and increase profits.
  • Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
  • Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
  • Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
  • Managed pipeline efficiently, prioritizing tasks according to urgency/importance while maintaining focus on long-term objectives.
  • Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.

Sales Executive

UTi Australia
01.2003 - 07.2006
  • Cultivated long-term relationships with high-value clients to ensure repeat business and referrals.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Achieved or exceeded company-defined sales quotas.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Kept detailed records of daily activities through online customer database.
  • Negotiated prices, terms of sales and service agreements.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Researched sales opportunities and possible leads to exceed sales goals and increase profits.
  • Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
  • Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
  • Managed pipeline efficiently, prioritizing tasks according to urgency/importance while maintaining focus on long-term objectives.
  • Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.

Education

High School Diploma -

Nelson Bay High
Nelson Bay, NSW
12-1994

Skills

  • Teamwork and collaboration
  • Effective communication
  • Adaptability and flexibility
  • Relationship building

Timeline

Sea Logistics Customer Care Manager NSW

Kuehne & Nagel Australia
01.2020 - Current

Customer Service Manager

Kuehne & Nagel Australia
01.2017 - 12.2019

Key Account Manager

Kuehne & Nagel Australia
01.2010 - 12.2016

Sales Executive

Kuehne & Nagel Australia
08.2006 - 12.2009

Sales Executive

UTi Australia
01.2003 - 07.2006

High School Diploma -

Nelson Bay High

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Kym Carruthers