Lupe Brown
Melbourne,Australia
Summary
Am a hardworking, committed, co-operative and sophisticated team worker. with a friendly personality and the ability to lead a team and can work well under pressure. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Dormakaba
03.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Dispatch/Cool Store Coordinator
Butch Pet Foods
01.2020 - 01.2022
- Leading a team in Dispatch
- Supervising my dispatch team, involved with Outbound queries, Return Stocks, Inventory Control and all other general inquiries including microsoft office.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Improved store efficiency with thorough training of new employees on company policies, procedures, and best practices.
- Expedited order processing times by efficiently coordinating shipping logistics for online purchases.
- Supported team members in resolving conflicts, fostering a positive work atmosphere conducive to employee success.
Dispatch Clerk
FONTERRA
01.2012 - 01.2019
- Part of a Distribution Department, main job was to deal with customers orders
- Inbound/Outbound Calls, General queries using Microsoft and also expertise in SAP System (EWM/ECC) assisting the team at all times.
- Streamlined communication between drivers, warehouse staff, and customers to ensure accurate order fulfillment and timely delivery.
- Provided backup support for other roles within the logistics department as needed, demonstrating versatility and commitment to overall company success.
- Enhanced dispatch efficiency by optimizing route planning and resource allocation strategies.
- Contributed to a positive workplace culture through active participation in team meetings, collaborative projects, and ongoing professional development initiatives.
- Handled complaints and inquiries from public to resolve or report to proper department.
- Utilized advanced dispatch software tools to track shipments, monitor driver performance, and analyze data for continuous improvement opportunities.
- Maintained a clean and orderly dispatch area, fostering a professional environment conducive to productivity and team morale.
- Performed routine administrative work with customer assistance, cashiering and data.
- Boosted customer satisfaction with prompt resolution of inquiries, complaints, and special requests.
Call Centre
Massey University
01.2008 - 01.2011
- Dealing with Inbound and Outbound Calls also with general queries.
- Assisted customers by answering questions and responding to inquiries.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
Education
Certificate in Computing -
UCOL
National Certificate in Aviation -
The International College of NZ
01.2012
Skills
- Inbound/Outbound call Centre
- Inventory Control
- SAP SYSTEM EXPERT-EWM/ECC
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Appointment Scheduling
- Data Collection
- De-Escalation Techniques
- Quality Control
- Coordination
Languages
English
Samoan
Personal Information
Title: Customer Service Rep/ Dispatcher
References
- Juliet Fay Iopu, (Supervisor- Fonterra) Ph# 027 239 2990, juliet.iopu@fonterra.com Auckland Auckland New Zealand
- Pene Kemp, (Manager- Fonterra), Ph# 027-507-2600 Pene.Kemp@fonterra.com Auckland New Zealand
- Angela Crombie, (Supervisor- Butch Pet Food) angelacrombie6@gmail.com
- Jocelyn Mcgaw, (Supervisor- Dormakaba) Ph# +61 418825352 jocelyne.mcgaw@dormakaba.com
Timeline
Customer Service Representative
Dormakaba
03.2024 - Current
Dispatch/Cool Store Coordinator
Butch Pet Foods
01.2020 - 01.2022
Dispatch Clerk
FONTERRA
01.2012 - 01.2019
Call Centre
Massey University
01.2008 - 01.2011
Certificate in Computing -
UCOL
National Certificate in Aviation -
The International College of NZ
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