Laura Knight
North Lakes,QLD
Summary
Competent Customer Service Advisor with excellent sales and extensive experience in the Retail and Sales environment. Responsible and focussed. Goal driven and committed to making every customer feel welcome.
Delivers a memorable customer experience due to my welcoming interactions and extensive product knowledge and positive attitude.
System experience: Siebel, Console, MYOB, Xilnex, Ordorite, Buildertrend, Microsoft Office Suite, Xero.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Merchandiser
CRT
North Lakes, QLD
01.2024 - Current
- Followed planograms, printed tickets, removed damaged products, discontinued items from displays
- Updated pricing and signage to complete product displays and ensure correct pricing is on display at all times.
- Inspected merchandise for quality and arranged proper display location on floor and kept the store neatly presented at all times.
- Managed inventory levels with regular monitoring, ordering, and stock replenishment.
- Assisted customers with locating items in the store
- Pushed a fully stocked cage around the store and followed strict OH&S protocols.
- Added new tickets to shelves and faced products for capturing photos for the internal app we used.
Personal Banking Advisor
Westpac
Proserpine
04.2023 - 01.2024
- Welcomed all customers that came into the branch, creating a warm and positive first impression.
- Built strong relationships with customers and provided relevant banking advice to suit their situation and goals.
- Referred customers onto our team of specialisits when required.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Built and maintained portfolio of loans to meet established goals and objectives.
- Educated clients on available banking products and services, ensuring they had the tools necessary to make informed decisions about their finances.
- Balanced teller drawers and ATM cash.
- Processed customer payments and account setup charges.
- Worked well in a team setting, providing support and guidance.
Customer Service and Sales Consultant
Telstra
Airlie Beach
01.2023 - 04.2023
- Asked discovery questions and advised customers on appropriate products suitable for their unique needs
- I had the ability to easily build a connection with a variety of new and existing customers so I could quickly develop my professional portfolio
- Constantly worked on exceeding my sales targets and KPIS and focussed on maintaining an excellent NPS
- Elected Floor Manager and was the first point of contact for customers who entered the store
- Set up new devices and put screen protectors on
- Discussed device security, upgrade and protect and streaming services
- Developed long-lasting client relationships by consistently exceeding expectations with friendly service
- Always looked at exceeding team performance by sharing successful sales strategies and best practices in regular team meetings.
Construction Administrator
ReeBuild Pty Ltd
Hendra, Queensland
08.2021 - 01.2023
- Visited construction sites to ensure that work was progressing according to approved drawings and schedules.
- Performed pre-opening and operator turnover checklist and project close-out management and administration.
- Prepared time schedules for various phases of construction using Buildertrend software.
- Managed 30 project operations, budget and timeline and collaborated with customers and suppliers to review status.
- Coordinated construction planning, material resources and staff scheduling for simultaneous jobs.
- Kept accurate minutes of all construction meetings.
- Assessed and created construction budgets to facilitate approved projects within construction codes.
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
- Processed and sent invoices, adjustments and monitored past due accounts with customers.
- Contacted vendors to follow up on late invoices.
- Promoted current works on our Social media and website.
- Computer use included: Outlook, Excel, Zoom, Buildertrend.
Outdoor Furniture Sales Consultant
The Furniture Shack
Aspley, QLD
03.2020 - 08.2021
- Greeted customers and offered to assist with showroom navigation and selecting products.
- Boosted sales by going beyond basics with every customer to offer product, style and purchasing advice.
- Kept sales desk and showroom floor clean and aesthetically appealing with regular upkeep.
- Upsold customers on protection plans, warranties and coordinating products.
- Asked open-ended questions to understand customer needs and style.
- Coordinated with teammates and clients to schedule deliveries.
- Designed interior spaces by combining sets and pieces for cohesive looks.
- Assisted teammates and mentored new employees to deliver top-tier customer experiences.
- Created and maintained customer files to record and organize information such as name and purchase history.
- Attended training sessions to build and enhance product knowledge and sales tactics.
- Sought out customers to help by moving around sales floor and quickly connecting with incoming guests.
- Maintained appealing and sparkling clean showroom by arranging and straightening furnishings.
- Followed up with customers via phone to answer questions
- Lifting outdoor furniture (3 seater couches) onto the roof of customers cars and ensure safety protocols are followed.
- Computed systems used: Xilnex, Ordorite, Afterpay, Outlook, Excel.
Showroom Sales Consultant
Rosco Canoes and Kayaks
Wavell Heights, QLD
05.2013 - 11.2014
- Greeted customers to determine wants or needs.
- Cleaned shelves, counters and tables to maintain organized store.
- Answered store and merchandise questions and led customers to wanted items.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Computed purchases and received and processed cash or credit payment.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Ticketed, arranged and displayed merchandise to promote sales.
- Prepared merchandise for rentals.
- Maintained records related to sales for store management.
- Testing new products on the ocean and in rivers before work commenced each day.
- Loading kayaks and canoes on the roof of customer cars.
- Systems used: MYOB, outlook.
Retail Consultant
Telstra
Queen Street Mall, Brisbane, QLD
04.2012 - 05.2013
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Welcomed customers (CCS), offered to help locate items and suggested merchandise without being intrusive or pushy.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Restocked and organized shelves during slow periods to maintain store appearance.
- Arranged merchandise for display to highlight new Iphones and other phones to attract customers and enhance sales.
- Monitored sales floor to identify customers in need of assistance.
- Counted cash, made change and balanced tills to keep organized and stored money in the safe.
- Resolved customer complaints to boost service and satisfaction and escalated higher level issues to supervisor for immediate remediation.
- Explained information about quality, value and style of products to influence customer buying decisions.
- Placed special orders or called other local stores to find desired items for customers.
- Computed purchases and created customer contracts.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Computer systems used: Siebel, Console, Siebel Express, Outlook.
- Performed ESQ checks, ARO's, sim swaps, bill payments, account checks, prepaid recharges, leave interactions and follow ups.
- Confidently discussed NPS and how results would represent my performance.
Sandwich Artist
Subway
Moranbah, QLD
01.2011 - 01.2012
- Prepared sandwiches using assortment of meats, veggies and other ingredients to meet customer request.
- Unloading produce deliveries and loaded in commercial freezers.
- Operated cash register to accept cash or credit card payment and issue receipt for transaction.
- Sanitized food storage and preparation areas to comply with food health and safety requirements.
- Used POS system and cash register to receive payments by cash, check, credit card and voucher.
- Kept customer and food preparation areas clean and well-organized.
- Completed opening, closing and shift change tasks by following company guidelines.
- Restocked counter supplies and condiment stations, cleaned windows and emptied trash cans during slow periods.
- Restocked kitchen supplies by rotating food according to dates.
- Boosted customer satisfaction by quickly addressing and resolving complaints with food or service.
- Trained sandwich artists to apply attention to detail and commitment to quality.
- Discussed menu options with customers and offered suggestions to meet individual needs and drive sales.
Manager
Donut King
Chermside, QLD
10.2009 - 11.2010
- Utilized measuring instruments, commercial-grade mixers and ovens to bake donuts and other assortments.
- Main Barista from 9 till 5 and constantly worked on my latte art.
- Inspected baking equipment in accordance with cleanliness and safety standards.
- Maintained temperature, sweep and sanitation logs to document proper conditions.
- Designed appealing product displays to maintain unique presentation.
- Oversaw baking and cooking training to assist new staff members in professional development.
- Created attractive dessert trays for catering/birthday events.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Finished baked goods with glazes, icings and other toppings.
- Measured and weighed ingredients to prepare dough for recipes, adding more flour if needed.
- Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques and guest interactions.
Crew Member
Hungry Jacks
Apsley, QLD
01.2007 - 03.2008
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
Skills
- Retail experience for over 8 years
- Customer Service and Sales for over 10 years
- Organized and detail-oriented
- RFI management
- Construction management
- Project budgeting
- Troubleshooting
- Project management
- POS system operation
- Dispute mediation
- Retail merchandising expertise
- Data management
- Planning & organizing
- Resourcefulness
Certification
Statement of Completion - successfully completed course - Tier 2 Personal Advice Deposit Products General Insurance. August 16th 2023
Availability
Monday to Friday 9:15 till 2:30 and every weekend.
Reference
Bridget Nelson - Manager at CRT - 0459 918 327
Timeline
Merchandiser
CRT
01.2024 - Current
Personal Banking Advisor
Westpac
04.2023 - 01.2024
Customer Service and Sales Consultant
Telstra
01.2023 - 04.2023
Construction Administrator
ReeBuild Pty Ltd
08.2021 - 01.2023
Outdoor Furniture Sales Consultant
The Furniture Shack
03.2020 - 08.2021
Showroom Sales Consultant
Rosco Canoes and Kayaks
05.2013 - 11.2014
Retail Consultant
Telstra
04.2012 - 05.2013
Sandwich Artist
Subway
01.2011 - 01.2012
Manager
Donut King
10.2009 - 11.2010
Crew Member
Hungry Jacks
01.2007 - 03.2008