Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Libby Wood

Waterloo,Australia

Summary

Highly self motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Knowledgeable about financial tracking, inventory management and promotional strategies to drive substantial sales. History delivering exceptional service to customers and building loyal base.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Ecommerce Coordinator

SUNNYLIFE Group Pty Ltd
Rosebery, NSW
05.2023 - Current
  • Developed and implemented strategies to optimize e-commerce website performance.
  • Monitored online sales, provided customer service, and tracked inventory levels.
  • Managed product listings on all major e-commerce platforms.
  • Analyzed website traffic data to identify trends and opportunities for growth.
  • Created promotional campaigns to increase sales of products on the e-commerce platform.
  • Coordinated with internal teams to ensure accurate product information was available online.
  • Maintained a database of customer orders and managed returns and refunds as needed.
  • Oversaw the design and development of new webpages for the e-commerce site.
  • Optimized SEO practices for improved visibility and higher search engine rankings.
  • Researched competitors' activities in order to develop effective pricing strategies.
  • Collaborated with marketing team to create engaging content for e-commerce pages.
  • Provided technical support related to website navigation and checkout process issues.
  • Generated weekly reports detailing website performance metrics such as page views, visits, conversions .
  • Ensured compliance with industry standards regarding payment processing security protocols.
  • Implemented A and B testing techniques to measure the effectiveness of various digital marketing initiatives.
  • Conducted user experience research via surveys, interviews, focus groups in order to improve customer satisfaction.
  • Assisted with design projects such as creating banners or graphics for use on the e-commerce site.
  • Contributed to development of process automation capabilities to bolster e-commerce initiatives.
  • Resolved customer concerns and answered questions quickly to maximize satisfaction.
  • Corresponded with online customers via electronic mail, telephone or other electronic messaging.
  • Uploaded photos, videos or images to online storefronts or other shopping websites.

Customer Service Manager

SUNNYLiFE Group
Rosebery , NSW
04.2020 - 05.2023
  • Provided exceptional customer service to ensure customer satisfaction.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Created reports on customer feedback, complaints, and suggestions for management review.
  • Developed policies and procedures related to customer service operations.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Assisted in developing an effective system for tracking client requests from initial contact through resolution.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Researched industry best practices in order to develop innovative approaches towards improving efficiency within the Customer Service Department.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.

Retail Manager

Mamjo
Sydney, NSW
11.2018 - 04.2020
  • Managed daily operations of the store, including opening and closing procedures.
  • Supervised staff to ensure customer satisfaction and proper performance of duties.
  • Developed strategies for increasing sales and improving customer service.
  • Conducted inventory management activities such as receiving shipments and maintaining stock levels.
  • Resolved customer complaints in an efficient manner while ensuring customer satisfaction.
  • Created weekly schedules for store employees according to labor laws and budget constraints.
  • Maintained cleanliness standards throughout the store by delegating tasks to staff members.
  • Reviewed sales figures regularly to determine staffing needs during peak times.
  • Oversaw all aspects of merchandising within the store including product placement and display design.
  • Ensured compliance with safety regulations in accordance with company policy.
  • Monitored inventory, cash and payroll processes to keep location running smoothly.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Customer Service Assistant

ROCKMANS
Marrickville, NSW
06.2016 - 08.2018
  • Delivering the highest level of Customer Service
  • Achieving and surpassing weekly sales goals
  • Merchandising, Attention to Detail, cash handling, team work, independently motivated work
  • Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales
  • Greeted customers, helped locate merchandise and suggested suitable options
  • Maintained customer satisfaction with quick and professional handling of product returns
  • Assisted customers with prompt and polite support in-person and via telephone
  • Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.

Assistant Store Manager

SPECIALTY FASHION GROUP
Sydney, NSW
09.2011 - 06.2016
  • Managing multiple new store fit outs
  • Surpassing Membership sign up goals on monthly basis
  • Surpassing all KPI goals on a monthly basis
  • Using skills such as: Customer service, team building, working in a team, achieving goals while working alone, data entry, reaching sales targets, rostering, task delegation, cash handling, phone correspondence, visual merchandising, transferring of stock
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
  • Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations
  • Processed payments for credit and debit cards and returned proper change for cash transactions
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
  • Rotated merchandise and displays to feature new products and promotions.

Education

Bachelor of Arts: Music -

Australian Institute of Music
12.2012

Skills

  • Customer Service
  • Data Collection
  • Budgeting
  • Payroll
  • Asana
  • Shopify
  • Gorgias
  • Klaviyo
  • SharePoint
  • Microsoft Suite
  • Managing Operations and Efficiency
  • Administration and Reporting
  • Positive and Constructive Feedback
  • Issue Resolution
  • Policy Enforcement
  • Technical Proficiency
  • Performance Tracking and Evaluations
  • Work Prioritization
  • Time Management
  • Handling Escalations
  • Employee Coaching and Motivation
  • Verbal and Written Communication
  • Employee Scheduling
  • Job Assignments
  • MS Office
  • Employee Performance Reviews
  • Creative Solutions
  • Coordinating Service Initiatives
  • Social Media Platforms
  • Process and Procedure Refinement
  • Consumer Behavior
  • Social Media Management Experience
  • Upselling Techniques
  • Incident Response
  • Completing Research
  • Team Contribution
  • Microsoft PowerPoint
  • Administrative Duties
  • Customer Relationship Management Software (CRM)
  • Budgeting and reporting
  • Inter-department collaboration
  • Account management
  • Shipping, receiving and warehousing
  • Complaint Resolution
  • Project Management
  • Audit Support
  • Report Preparation
  • Training and Mentoring
  • Sales Promotion
  • Customer Relations

Certification

Licensed First Aid Officer, March 2022

Timeline

Ecommerce Coordinator

SUNNYLIFE Group Pty Ltd
05.2023 - Current

Customer Service Manager

SUNNYLiFE Group
04.2020 - 05.2023

Retail Manager

Mamjo
11.2018 - 04.2020

Customer Service Assistant

ROCKMANS
06.2016 - 08.2018

Assistant Store Manager

SPECIALTY FASHION GROUP
09.2011 - 06.2016

Bachelor of Arts: Music -

Australian Institute of Music

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Libby Wood