Louise Sullivan

In my current position, I play a crucial role in supporting the AU/NZ Sales Team through the delivery of exceptional internal customer service. This involves processing contracts and contributing to the maintenance of our data management systems.

Effectively managing a large volume of inbound and outbound communications is a key aspect of my responsibilities. I approach this with efficiency and professionalism, ensuring that I not only identify but also promptly address customer needs and satisfaction.

Collaboration is at the heart of my work, as I engage closely with both my team and other departments to guarantee the seamless and timely delivery of orders, invoices, and machines. Additionally, I actively participate in project planning and the implementation of new processes, all aimed at enhancing the overall customer experience and operational performance.

On a personal level, my favourite aspect of my role is the opportunity to share this passion with our customers and partners. I hold a strong commitment to diversity and inclusion, infusing a fresh and creative perspective into both my work and team dynamics.

Working from the head office I provided one-to-one support to Gucci clients, addressing their questions and concerns. My duties as a client service advisor included:

• Providing excellent customer care by responding to requests, assisting with product selection and handling ordering functions through multiple channels including phone, email and live chat

• Resolving order-related issues by liaising between client and internal/external stakeholders i.e. stores, warehouse and couriers.

• Assisted with various operational and administrative tasks including sending gifts, invitations to store events, etc.

After gaining confidence as a client service advisor, I was promoted to Product Care Coordinator. My duties in this capacity included:

• Taking ownership of all after-sales cases from start to finish, utilising the available resources to provide prompt solutions that were satisfactory to the customer and commercially sound.

• Conducted quality assurance on stock and alerted Corporate on any quality issues. Lead stock checks during “Quality Alerts” and shipments of affected units.

• Managed product returns, and replacements

• Led operational functions, including shipping, receiving, stocktake, and inventory management.

• Trained new employees on company operations, policies, and services.

• Maintained customer satisfaction for B2B and C2B clients through strategic problem-solving.
• Responded to customer requests, evaluated service histories, and increased sales through product education.
• Customer Service Representative - Toyota Finance, Macquarie Park, NSW
• Provided first-call resolutions, adhering to policies and procedural requirements.

• Provided first call resolutions and provided answers about their car loans while adhering to all policies, processes and procedural requirements for the centre.
• Retaining customers by connecting them to their local dealership for the purchase of new vehicles.
• Made payment arrangements, retained customers, and handled refinancing for loans approaching maturity.

• Processed orders, cross-sold products, and recommended items based on individual preferences.
• Shared product expertise with customers, fostering repeat business.
• Provided machine troubleshooting and facilitated repairs when necessary.

• Resolved concerns, coordinated timely responses, and provided feedback to partners.
• Efficiently managed time to meet individual and team ticket targets.

• Assisted customers with in-person support, used consultative sales approaches, and maintained visual merchandising.
• Processed returns, exchanges, and refunds to achieve customer satisfaction.
• Coached new sales staff on store policies and revenue-increasing strategies.