Lara Sons
ELANORA,QLD
Summary
Customer service professional with over 9 years of experience in managing client interactions and optimising service processes. Known for reliability, adaptability, and strong focus on team collaboration to achieve outstanding results. Expertise in conflict resolution and effective communication ensures seamless service delivery.
Overview
8
8
years of professional experience
Work History
Digital Service Specialist
Localsearch
04.2024 - Current
- Act as the main point of contact for clients, providing clear communication and support via email and phone.
- Resolve client concerns professionally, ensuring a positive experience and maintaining high client satisfaction.
- Collaborate with internal teams to address issues and ensure timely resolution.
- Assist customers with technical support inquiries.
- Manage a diverse portfolio of digital projects, ensuring timely completion and client satisfaction.
- Evaluate current state of clients'' websites or applications recommending improvements or modifications optimising their online presence.
Client Operations Manager
Coco Republic
06.2023 - 04.2024
- Consistently achieved sales targets by analysing orders and ensuring accurate, timely delivery fulfilment each month.
- Maintained proactive communication with clients regarding order status, providing timely updates on delivery timelines and resolving any delays.
- Coordinated deliveries with warehouse and delivery partners, ensuring smooth and on-time dispatch.
- Resolved customer issues related to order fulfilment, implementing proactive solutions to improve the overall experience.
- Identified and implemented process improvements to enhance the customer journey, boosting satisfaction and operational efficiency.
- Managed showroom finances, overseeing refunds and daily reconciliations to ensure accuracy and consistency in financial records.
Ecommerce Assistant
Wallace & Gibbs
09.2022 - 06.2023
- Managed customer interactions, ensuring seamless order fulfilment and returns processes.
- Enhanced website usability across three fashion e-commerce stores to improve the shopping experience.
- Worked with the Social Media team to develop content strategies that drove engagement and brand awareness.
- Managed product listings on Shopify, ensuring accuracy and up-to-date information.
Guest Services and Reservations Team Leader
NZSki
03.2022 - 09.2022
- Led a team of 30 in daily operations, ensuring smooth service delivery and customer satisfaction.
- Optimised service efficiency by fostering communication across departments.
- Organised team-building events to enhance morale and support individual growth.
- Trained and mentored staff, ensuring high standards of customer care.
- Managed reservation systems, ensuring accurate bookings and timely responses to inquiries.
Flight Attendant
Air New Zealand
05.2018 - 03.2022
- Delivered high-quality customer service, addressing inquiries and resolving issues during flights.
- Ensured clear communication between flight deck and cabin crew for smooth operations.
- Effectively managed high-pressure situations, including medical emergencies, with a calm approach.
- Conducted pre-flight safety checks and briefed passengers on emergency procedures.
Education
Bachelor - Communication Studies
Auckland University of Technology
12-2017
Skills
- Communication & Interpersonal Skills
- Problem Solving & Complaint Resolution
- Operations management
- Time Management & Planning
- Client Relationship Management
- Microsoft applications
- Ecommerce Platforms (Shopify)
- Digital support
- Website design
Timeline
Digital Service Specialist
Localsearch
04.2024 - Current
Client Operations Manager
Coco Republic
06.2023 - 04.2024
Ecommerce Assistant
Wallace & Gibbs
09.2022 - 06.2023
Guest Services and Reservations Team Leader
NZSki
03.2022 - 09.2022
Flight Attendant
Air New Zealand
05.2018 - 03.2022
Bachelor - Communication Studies
Auckland University of Technology