Lina Aunese
Summary
Professional with a strong background in customer interactions and service solutions. Skilled in conflict resolution, communication, and problem-solving to ensure customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and a proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
CUSTOMER SERVICE/ADMINSTRATION
FOOD AND DAIRY CO
01.2023 - Current
- Processing Orders via Phone, Email and Text
- Generate paperwork for Returns
- Processing Credits
- Respond to Customer Enquires
- Liaising with Drivers to ensure Delivery Instructions are followed
- Resolving Complaints
- Assist Accounts with Daily Banking
- Debtors Report Collection
- Assist Sales representatives with opening new accounts
- Daily Report Summaries and Driver Load Sheets for Deliveries at the end of the Day
Customer Service / Administration
MITSUBISHI ELECTRIC
08.2020 - 01.2023
- Main responsibility is processing Refrigeration and Air Condition Units for Harvey Norman Stores which is our largest Retail Customer
- Supported team members in achieving service targets through collaborative problem-solving and effective communication.
- Achieved high levels of accuracy in data entry tasks, ensuring that all customer information was correctly recorded and processed.
- Managed phone and email correspondence and handled incoming and outgoing mail.
- Reporting for backorder Items, Stock availability
- Assisted in HVAC Department processing orders for Traders / Installation of residential properties, processing quotes
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
CUSTOMER SERVICE / ADMINSTRATION
TENNANT AUSTRALIA
08.2017 - 05.2020
- Quotation and Tender Collation - Prepare customer quotations for spare parts, Service and Labour rates for repair or service for customer machines set to company procedures and adhering to approval process
- In conjunction with Logistics, supply customers with freight quotations
- When required, assist direct sales team collates necessary marketing brochures, company history and other literature to form tender submissions
- From information received from direct sales team, populate commercial tender documentation and submit to relevant manager for approval
- Sales Support - Receive sales leads via email/ fax and phone and ensure all data is accurate
- Provide information, support to direct and distributor customers and their respected sales representatives
- Sales Order Entry - Enter customer orders into system for spare parts, consumable items and machines
- Check orders for accuracy to ensure price, ship to address, discount structure is correct
- Should any account be on stop credit, ensure established processes and procedures are followed before order is released for dispatch
- Generate Pack slips
- Apply freight costs to orders according to customer requirements (airfreight / urgent etc)
- For customers that called through requesting parts for specific machine check warranty coverage before sending out spare parts
- Process Machine orders in a timely manner
- Goods Returns - Generate Return Material Authority in system and confirm reason code for return
- Obtain approval for the return of goods
- Escalate to relevant manager should an onsite diagnosis be required prior to returning goods
- Investigate and collate any documentation to assist with processing RMA on arrival of goods
- Reporting - Send through weekly Call logs to Manager
- Ensure that KPI reporting was completed within timelines required by team leader and manager
- Send through weekly reports to Key account customers on parts ordered and placed on backorder
- Customer Response and Liaison - Follow up ETA dates with purchasing for any outstanding parts orders and update customer
- Promptly respond to incoming calls following phone response procedures
- Maintain a high standard of customer service and satisfaction
- Where part orders have not been received by the client follow up and investigate lost / undelivered items
- Where customers have called unhappy with product capability and application investigate and discuss matter with relevant manager to resolve situation
- Where a pattern of common requests emerges for machines or parts provide management with report for further direction
- Cross Functional support - Where required, assist in other areas of the business as required and directed by my team leader or manager
- Keys skills and experience - Demonstrated knowledge of Microsoft Suite of Products specifically in excel and outlook to intermediate level
- Excellent planning and organisation skills with the ability to prioritise workload to ensure it is completed within expected time frame
- Attention to detail and multi-task
- Experience with SAP
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
Customer Service and Administration
ROYAL WOLF TRADING
01.2017 - 05.2017
- Answering Incoming Calls, monitored and replied to online enquires via company website
- Prepared quotes for the Hire and purchase of shipping container
- Answered customer queries relating to modification of shipping containers, accommodation Containers and refrigerated containers
- Processed payment for purchase and hire for both NZ and Australian Customers
NGA FIBRE TEAM GANT /CIVILS MONITOR
DOWNER
01.2014 - 12.2016
- Manage install and scope jobs in Telecommunications
- Customer service with internal / external customers
- Administration / customer Client Queries
- Approval consent for civils work required
- Working in Deadlines
- Ensuring all technician's Jobs are signed and completed each day
- Resource for installs off the Gant
- Working with One Net, ICMS (chorus system) and click
Skills
- Transportation planning
- Problem-solving abilities
- Excellent communication
- Account management
- Shipping procedures
- Customer service
- Multitasking Abilities
- Data entry
Timeline
CUSTOMER SERVICE/ADMINSTRATION
FOOD AND DAIRY CO
01.2023 - Current
Customer Service / Administration
MITSUBISHI ELECTRIC
08.2020 - 01.2023
CUSTOMER SERVICE / ADMINSTRATION
TENNANT AUSTRALIA
08.2017 - 05.2020
Customer Service and Administration
ROYAL WOLF TRADING
01.2017 - 05.2017
NGA FIBRE TEAM GANT /CIVILS MONITOR
DOWNER
01.2014 - 12.2016
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