Laura Andrews-Williams
Palmerston North
Summary
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
7
7
years of professional experience
Work History
Customer Service Specialist
Primary Connect NZ
11.2023 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Ensured all emails received were acknowledged or responded to within a 30 minute timeframe, while simultaneously monitoring phone systems for incoming calls from customer and vendors.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
Operations Supervisor
Linfox NZ
03.2022 - 11.2023
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Compiled training materials for new employees and tracked skill development.
- Managed, developed and trained staff, established and monitored goals, conducted performance reviews.
Dispatcher
Linfox NZ
09.2019 - 03.2022
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of fleet vehicles.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
Picker Packer
Essity Australasia
01.2018 - 08.2019
- Pulled orders quickly to maintain demanding productivity goals.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
- Scanned packages and boxes and moved to loading dock for shipment.
- Protected materials for transport by correctly packaging products in boxes and crates.
- Achieved production targets by maintaining high productivity levels and communicating with team members regarding orders and fulfillment.
Skills
- Task Delegation
- Continuous Improvement Projects
- Operational Efficiency and Safety
- Accuracy and Efficiency in Documentation
- Key Performance Indicators (KPIs)
- Cultivating Productive Relationships
- Inventory Coordination
- Logistics Expertise
- Operations Oversight
- Customer relations
- Call centre experience
- Excellent written and oral communication
Timeline
Customer Service Specialist
Primary Connect NZ
11.2023 - Current
Operations Supervisor
Linfox NZ
03.2022 - 11.2023
Dispatcher
Linfox NZ
09.2019 - 03.2022
Picker Packer
Essity Australasia
01.2018 - 08.2019
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