Leanne Anderson
Hope Island,QLD
Summary
Dedicated, proactive, diligent and self-motivated Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
24
24
years of professional experience
Work History
Customer Service Specialist AO3
Department of Transport and Main Roads
Gold Coast, QLD
11.2021 - Current
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Responded to customer emails with accurate product and service information.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Improved customer service wait times to mitigate complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Consulted with customers to resolve service and billing issues.
Special Order Expert
Bunnings
09.2019 - Current
- Demonstrate key expertise in ordering unavailable products by directly contacting product suppliers and managing inventory stock control including orders
- Efficiently manage the costing and invoicing of special orders to customers with a high degree of attention to detail
- Attentively prepare delivery and installation services for large items ordered
- Proudly provide exceptional quality customer service going above and beyond to assist customers with their queries and matters achieving client satisfaction
- Display high level interpersonal skills, communication skills and time management in balancing priorities and tasks efficiently achieving processing 100+ orders on a daily basis
- Employ key skills with computer literacy for using different programs and systems learning and applying new knowledge and expertise rapidly including for measurements, quotations, designing plans and interpreting diagrams
- Apply meticulous attention to detail when processing customer orders into the system including finding the required product and item code from the supplier, adjusting the cost on the system, discussing the cost of the item with the customer, processing payment and printing and issuing a copy of the order to the customer
- Exhibit high level diligence and resilience to challenges applying key critical and strategic thinking for effective problem-solving with feasible resolutions within a timely manner.
Customer Support Team Member
Bunnings
08.2017 - 09.2019
- Continuously ensured optimal quality customer service with pride in my client-centric approach
- Applied key attention to detail when performing stocktaking by planning and organisation of designated areas
- Enhanced my performance through offering cover of various areas within the store including reception and café ensuring high-quality performance standards
- Encouragingly coordinated staff efficiency by promoting clean and safe working areas when completing tasks complying with OH&S regulations and company policies
- Achieved a reduction in customer frustrations by assisting in checking inventory systems and adopting accountability for ensuring item availability
- Appropriately handled customer complaints in a sensitive and professional manner resulting in customer retention and satisfaction with viable solutions.
Customer Service Specialist
St George Bank
08.2005 - 07.2017
- Continually exceeded customer expectations, increased customer base and profit margins by offering appropriate products and services - loan, credit card and superannuation products
- Successfully achieved monthly KPI's via up-selling and cross-selling products and products resulting in higher revenue and personal yearly bonuses
- Effectively managed and resolved customer grievances involving customer accounts, such as fees and charges, direct debits, funds not deposited into their accounts, identified the problem, determined an effective and appropriate solution and discussed this with the customer
- Offered new complimentary product and services to new and existing clients, ensuing in increased branch sales conveying the benefits and features of products clearly and concisely
- Developed skills in balancing and reconciliation of ATM machines and managed the bulk coin ordering and counting with strongly-developed numeracy skills.
Dept Manager
David Jones Westfield Tuggerah
08.2000 - 07.2005
- Positively contributed to work culture, motivation and productivity by offering incentives to staff demonstrating significant improvement and contributed to store revenue improvement
- Successfully increased sale revenue by 15% through effective visual merchandising, offering complimenting items at point of purchase, establishing pop-up stores to attract new customers and implementation of 'point based system'
- Approachably mentored and supervised new staff through assisting with their enquiries about products and general store operations successfully upskilling knowledge and expertise and fostering a healthy and collaborative workplace
- Amplified customer satisfaction and retention rate by resolving customer complaints respectfully and in a timely manner including issuing of a refund or store credit
- Successfully reduced stock loss through theft by emphasising staff customer awareness and store security
- Initiated collaboration with the Area Manager on new products and ideas, suggested recommendations and actioned upon management's approval ensuring innovation aligned with contemporary practices.
Skills
- Complaint resolution
- Customer Retention
- Good communication skills
- Process Optimization
- Customer Service
- Complaint Handling
- Telephone Etiquette
Qualifications Certification
- Certificate III in Financial Services
- Food Safety Supervisor and Hygiene Standards Statement of Attainment
- Promoted to G3 position
Additional Information
It matters to me that the work I do has a positive and robust impact. I am confident in making insightful and informed decisions exercising sound judgement regarding critical and complex matters. It is of utmost importance to me to uphold the organisational core values and align my practice with the vision and mission ensuring ethical, legal and responsible performance standards. I actively contribute to a positive work culture where I am approachable, reliable and dependable. I am always willing to go the extra mile and am mature and sensitive in my work. I take enormous pride in my work and strive for performance excellence and the ability to learn and grow quickly with enthusiasm, high energy and self-motivation to succeed.
Strengths Attributes
- Well-developed communication and interpersonal skills
- Compassionate and sensitive customer interactions
- A high-energy, positive approach to work that motivates staff and team members
- Actively advocates and embraces organisational change management
- Effective stakeholder relations with forging strategic mutually beneficial and positive relationships
- Strategic workforce planning and resource allocation
- Excellent attention to detail
- Efficient organisation and time-management skills
- Enthusiastic, energetic and self-motivated to learn and apply new knowledge and skills
- Effective with team collaboration and able to function effectively autonomously
- Excellent conflict resolution and negotiation skills
- Thrives in a high-pressure, fast-paced environment
- Productive and positive attitude and work ethos
- Strong computer literacy skills with proficiency in MS Office, CRM and database systems, Point of Sale (PoS) systems and record keeping
- Adaptable and flexible with a diverse skillset
- Proud to deliver quality customer service provision aligned with standards
Career Experience
- Special Order Expert, Bunnings, 09/2019, Present
- Customer Support Team Member, Bunnings, 08/2017, 09/2019
- Customer Service Specialist, St George Bank, 08/2005, 07/2017
- Dept Manager, David Jones Westfield Tuggerah, 08/2000, 07/2005
References
Available upon request.
Timeline
Customer Service Specialist AO3
Department of Transport and Main Roads
11.2021 - Current
Special Order Expert
Bunnings
09.2019 - Current
Customer Support Team Member
Bunnings
08.2017 - 09.2019
Customer Service Specialist
St George Bank
08.2005 - 07.2017
Dept Manager
David Jones Westfield Tuggerah
08.2000 - 07.2005
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