Louisa Smith
Seaforth,NSW
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
Work History
Specialist - Training and Quality ANZ
Device Technologies
02.2024 - Current
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Enhanced employee performance by implementing comprehensive training programs tailored to individual needs.
- Streamlined onboarding process for new hires, reducing time-to-productivity and increasing overall satisfaction.
- Developed quality document processes that improves process efficiency and reduced errors in the workplace.
- Conducted regular evaluations of employee performance, identifying areas for improvement and providing constructive feedback.
- Collaborated with department heads to identify skill gaps and develop targeted training initiatives accordingly.
- Created engaging training materials in various formats, including videos, presentations, and interactive exercises, catering to diverse learning preferences.
- Provided coaching to employees at all levels, fostering a culture of continuous improvement within the organisation.
- Delivered specialised technical training sessions for specific roles within the organization, increasing employee proficiency in required skills.
- Facilitated cross-functional team meetings focused on addressing quality issues and implementing corrective action plans.
- Partnered with subject matter experts to ensure that training content was accurate, relevant, and uptodate.
- Facilitated virtual, in-person and blended learning sessions.
- Wrote training work instruction and manuals for Customer Service employees and Customer Service Specialist positions according to strict company guidelines to support ISO 9001 protocols.
Customer Service Representative
Device Technologies
02.2020 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Developed and updated databases to handle customer data.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Implemented and developed customer service training processes.
Client Relations Specialist
Liquid Learning
01.2018 - 11.2019
- Contributed significantly to a 300% growth in the client relations department under collaborative leadership.
- Effectively managed a prestigious executive speaker portfolio at Liquid Learning, ensuring seamless onboarding and driving participation in high-impact events. Instrumental in consistently generating a monthly revenue stream ranging from $60,000 to $80,000.
- Conducted detailed client consultations, proposing tailored solutions.
- Collaborated with customers, management, and the sales team to understand and address customer needs.
- Implemented effective client management strategies, boosting profitability and pipeline development.
- Proactively resolved customer issues to maximize retention.
- Applied a consultative sales approach, recommending relevant solutions.
- Cultivated enduring relationships with key industry clients through accurate pricing and credit terms
- Responded resourcefully to customer requests using internal knowledge bases.
- Demonstrated effective selling skills, presenting solutions with a focus on meeting unique customer needs.
Front of House Office Administration
LJ Hooker
02.2016 - 03.2017
- Kept physical files and digitized records organized for easy updating and retrieval by any team member with access.
- Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
- Ensured compliance with deadlines by teaming up with leaders across all departments, establishing culture of cross-functional collaboration.
- Controlled unit inventory, managing supplies and gathering reports.
- Liaised with assorted base of customers and reps, addressing requests and inquiries via phone or email.
- Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Produced accurate documentation and organized resources to smoothly execute changes.
- Provided expert clerical support to over team of internal staff and management by answering phone calls, copying records, preparing deliveries and organizing incoming and outgoing correspondence.
- Maintained open communication with customers to foster positive relations and provide updates on signings and complaints resolutions issues.
Assistant Manager
SRG ~Rebel Group
01.2015 - 06.2016
- Working directly with vendors, clients and management to achieve sales targets.
- Promoted from Product Specialist to Assistant Manager within 12 months
- Assigned employees to specific duties to best meet the needs of the store.
- Reordered inventory when it dropped below predetermined levels.
- Instructed staff on appropriately handling difficult and complicated sales.
- Trained and evaluated staff in sales and marketing.
- Examined merchandise to verify that it was correctly priced and displayed.
- Reported to the Store and Area Manager regarding all store and staff issues.
- Trained and developed new associates on POS system and key sales tactics.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Promptly responded to inquiries and requests from prospective customers.
- Facilitated inter-departmental communication to effectively provide customer support.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Effective liaison between customers and internal departments.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Sales ~Fitness Equipment Specialist
SRG ~Rebel Group
01.2014 - 12.2014
- Greeted customers in a timely fashion while quickly determining their needs.
- Recommended merchandise to customers based on their needs and preferences.
- Wrote sales quotes and sales contracts.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Responded to customer questions and requests in a prompt and efficient manner.
- Contacted other store locations to determine merchandise availability.
- Engaged with customers in a sincere and friendly manner.
- Completed all cleaning, stocking and organizing tasks in assigned sales area.
- Built relationships with customers to increase likelihood of repeat business.
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Provided an elevated customer experience to generate a loyal clientèle.
- Restocked inventory ever month and reviewed cash operation data to verify proper replenishment.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Helped drive sales goals and achieve monthly quotas.
- Dedicated to continuously improving sales abilities and product knowledge.
Service and Operations Co-ordinator
Equipmed
01.2014 - 11.2015
- Maintained national and internationalvendor partnerships.
- Coordinated the work of interstate Service Technicians within AUS.
- Experience in directing all phases of special-order Medical Deviceprojects, from point of saleto installation onsite.
- Defined clear targets and objectives and communicated them to other team members.
- Monitored timelines and flagged potential issues to be addressed.
- Directed quality assurance efforts to maximize safe medical device use, revenue and reputation and minimize costlyreturns processes.
- Managed call flow and responded to technical support needs of customers.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Resolved customer issues in a clear, courteous and straightforward manner.
- Demonstrated professionalism and courtesy with customers at all times.
- Identified and solved technical issues with a variety of diagnostic tools.
- Resolved problems with malfunctioning products.
- Followed up with clients to ensure optimal customer satisfaction.
- Answered 30-50+incoming calls from residential and small business customers.
- Coordinated service and product orders.
- Used scripting skills to contribute to internal tools.
- Managed customers' expectations and experience to a high degree of customer satisfaction.
- Created documentation that empowered and enabled user community.
- Defined and documented technical best practices.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
- Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
- Followed up on all outstanding service requests.
Relationship Consultant
VirginActive Health Club
04.2012 - 03.2013
- Planned client relationship cultivating events to promote growth, promoting expansion of clientele base.
- Maintained and organized extensive customer database.
- Sold lifestyle, health, fitness programs to individuals and affinity groups within assigned territory using consultative selling techniques.
- Identified and qualified customer needs, developed strategies and negotiated and linked clients needs.
- Built strong client relationships and provided a reliable ongoing support base.
- Answered customers' questions regarding products, prices and availability.
- Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries.
- Managed and recorded all leads from outbound telephone marketing.
- Emphasized product features based on analysis of customers' needs.
- Recorded prospect contact information in Gladstone Software Database System
- Maintained friendly and professional customer interactions at all times.
- Completed ongoing company Relationship/sales training programs.
- Negotiated prices, terms of sales and service agreements.
- Completed daily outbound calls, up to 25 contacts per day.
- Identified prospective customers by using business directories and following leads from existing clients.
- Prioritized tasks and projects to meet tight deadlines.
- Attended monthly sales meetings and quarterly sales trainings.
- Consulted with businesses to supply accurate product and service information.
- Kept detailed records of daily activities through online customer database.
- Met existing customers to review current services and expand sales opportunities.
- Built relationships with customers and the community to promote long term business growth.
Primary School Gymnastics Coach
ActivatedGroup
02.2011 - 01.2012
- Taught a range of sport-specific skills in a clear, safe manner.
- Acted as a positive role model for team participants and in the school community.
- Maintained knowledge of all rules, game procedures, coaching techniques and current Activated Group coaching standards.
- Developed guidelines for injury prevention.
- Acted as Primary supervisor for the Primary School aged students.
- Worked closely with the School Principal/Co-ordinator in scheduling interscholastic gymnastics classes/events.
- Drilled student in run, jump, turn and specific outlined gymnastics techniques.
- Exhibited sound judgment while executing coaching responsibilities and functions.
- Enforced discipline both in and out the gymnasium.
- Supervised practices and contests, prioritizing safety at all times.
- Developed positive relationships with parents, schools and the community.
- Maintained high academic standards for all students and enforced gymnastics discipline within quarterly evaluations.
Fitness Instruction/Personal Training
LJFit
02.2009 - 01.2011
- Analyzed industry trends and compiled market research data to inform planning and strategy.
- Cultivated positive relationships with participants by interacting with them during indoor/outdoor/mobile fitness session.
- Explained the use of exercise equipment to all participants, prioritizing safety at all times.
- Developed safe and effective exercise programs for all members.
- Assessed individual progress and suggested appropriate changes.
- Explained and demonstrated games and activities to party participants.
- Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.
- Clearly communicated objectives for all lessons, activities to clients.
- Measured clients’ overall fitness by completing comprehensive evaluations and prescreening and Doctor's clearance.
- Educated clients on effective ways to exercise while at work, at home and on holiday.
- Developed challenging and effective workouts to meet specific customer needs.
- Maintained cleanliness of the fitness service equipment.
- Cultivated positive relationships with participants by teaching a variety of challenging and entertaining fitness sessions.
- Monitored proper execution and form of all clients and gently adjusted their positions.
- Designed customized client programs to meet individual fitness needs.
- Worked with clients to improve their overall endurance, strength, flexibility and balance.
- Designed enjoyable and innovative customized training programs based upon fitness goals.
Clerical/Management All-rounder
Inside Fitness Health Club
02.2004 - 01.2009
- Directed guests and routed deliveries and courier services.
- Ordered and distributed office supplies while adhering to a fixed office budget.
- Managed office supplies, vendors, organization and upkeep.
- Directed guests and routed deliveries and courier services.
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Greeted numerous visitors, including clientelle.
- Maintained a clean reception area, including gym floor and associated areas.
- Completed data entry, tracked client requirements and maintained the client tracking system
- Built strong rapport with athletes and assistants before, during and after coaching seasons.
- Taught a range of sport-specific skills in a clear, safe manner.
- Recommended and ordered equipment, supplies and uniforms.
- Exhibited sound judgment while executing coaching responsibilities and functions.
- Explained the use of exercise equipment to all participants, prioritizing safety at all times.
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Scheduled weekly inventory pickups and deliveries with vendors.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Built long-term customer relationships and advised customers on purchases and promotions.
Education
Certificate IV - Project Management
Northern Sydney Institute - Tafe
Sydney, NSWDiploma - Project Management
Northern Sydney Institute - Tafe
Sydney, NSW07.2024
Skills
- Responsible and reliable
- Team building
- Strong client relations
- Client account management
- Organized
- Customer service-oriented
- Deadline-oriented
- Microsoft Office proficiency
- Creative problem solver
- Self-motivated
- Results-oriented
- Team leadership skills
- Adept multi-tasker
- Dedicated team player
- Detail-oriented
- Composed and professional demeanor
- Resourceful and reliable
- Close attention to detail
- Familiarity with Key Performance Indicators (KPIs) compliance
- People-oriented
- Staff training/development
- Conflict resolution
- Active listening skills
Accomplishments
- Achieved Company wide nomination for Customer Experience 2023 Operations Excellence by introducing going above and beyond for Customer Service tasks.
- Awarded Company wide Best of the Best Month for November Operations Excellence 2023 for exceeding expectations in Customer Service Role.
- Awarded Team member Best of the Best for Customer Service ANZ February and October 22-23
Timeline
Specialist - Training and Quality ANZ
Device Technologies
02.2024 - Current
Customer Service Representative
Device Technologies
02.2020 - Current
Client Relations Specialist
Liquid Learning
01.2018 - 11.2019
Front of House Office Administration
LJ Hooker
02.2016 - 03.2017
Assistant Manager
SRG ~Rebel Group
01.2015 - 06.2016
Sales ~Fitness Equipment Specialist
SRG ~Rebel Group
01.2014 - 12.2014
Service and Operations Co-ordinator
Equipmed
01.2014 - 11.2015
Relationship Consultant
VirginActive Health Club
04.2012 - 03.2013
Primary School Gymnastics Coach
ActivatedGroup
02.2011 - 01.2012
Fitness Instruction/Personal Training
LJFit
02.2009 - 01.2011
Clerical/Management All-rounder
Inside Fitness Health Club
02.2004 - 01.2009
Certificate IV - Project Management
Northern Sydney Institute - Tafe
Diploma - Project Management
Northern Sydney Institute - Tafe