Lynette Kirk
St Clair,New South Wales
Summary
With a strong set of communication and problem-solving skills, I am experienced in delivering exceptional customer service. I excel at handling customer inquiries and efficiently resolving issues. Committed to maintaining high standards, I consistently provide top-notch service while fostering a collaborative team environment. Thriving in high-pressure environments, my adaptability to changing needs is recognized for achieving outstanding outcomes.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Services and Sales Representative and Sales Management Support
IMCD Australia Ltd
01.2012 - 01.2014
- Company Overview: Food and Pharmaceutical Industry
- Prioritizing and placing sales orders via Masterpac Operating System
- Replying and processing all emailed and phoned orders and customer queries in a timely manner
- Arranging deliveries via multiple transport alternatives and processing delivery and picking slips
- Processing of reports for stock issues, back orders, and open orders, as well as any sales and management needs, such as sales figures by budget per month
- Invoicing when required along with reprinting of invoices, picking slips and delivery dockets
- Provision of Certificates of Analysis and product specifications to customers along with samples for trials
- Transferring of stock between warehouses with local purchase orders and stock requisitions
- Setting up customers specific stock requirements and blanket orders, as well as management of their stock
- Forecasting and advising managers of any issues with stock and supply in an efficient and timely manner
- Filing and any adhoc duties requested by sales and management
- Incorporating good time management skills, along with the ability to prioritize all work, in order to meet deadlines and improve customer satisfaction, and meet the customer needs
- Working as part of a team, as well as independently when required and needed with great attention to detail
- Having a high understanding of Good Manufacturing Practice, Food Practice and grading requirements for products
- Maintaining KPI’s and ensuring high customer satisfaction
- Food and Pharmaceutical Industry
Senior Customer Service and Sales Representative and Sales Support
BOC Gases Pty Ltd
01.2001 - 01.2012
- Company Overview: Medical and Scientific Divisions
- Placing orders via, phone fax and email, using the SAP operating system, along with quotes
- Inbound and outbound calling in high pressure centre, using multi screens
- Opening new medical accounts and applying appropriating pricing and packages
- Assisting medical customers with what equipment will best suit their needs, and other product assistance
- Arranging emergency deliveries when required
- Troubleshooting equipment and cylinder issues over the phone to ensure customers are meeting their medical requirements or scientific needs
- The generation and maintenance of high customer service standards, and interwork relationships, with all customers as well as sales representatives and managers
- Maintaining high quality assurance scores through monitoring and maintaining all KPI’s, personal and team
- Supplying proof of delivery and invoices and arranging regional deliveries via non company transport systems, including agents and couriers
- Compiling leads for sales representatives and management
- Processing quote and sales report's as requested, along with assisting sales with pricing and contracts
- Cross selling and up sales of equipment and accessories
- Training of new staff and supporting new staff during the learning process ensuring all customer service standards are met
- Liaising with overseas suppliers for quotes and supply of high grade scientific gasses
- The ability to multitask and multi skill while operating in a high performance required centre and still creating and delivering a superior customer service experience with both high personal and team standards
- Medical and Scientific Divisions
Laboratory Chemist and Microbiologist
Virbac Int
01.1999 - 01.2001
- Company Overview: Veterinary and Contract pharmaceutical Industry
- All quality control testing via chemical and microbial analysis, good manufacturing practice assurance and result reporting
- Chemical testing of all raw materials and mid process manufacturing samples, used for production to ensure they meet quality standards and match accompanying certificate of analysis report
- Testing including but not limited to viscosity, titrations for purity, ash levels, refractive index, gas chromatography etc
- Adhering to all testing standards via GMP and approved testing procedures
- Maintaining high quality records for all batches tested and ensuring sign off before production use
- Prioritizing materials tested based on production schedule and available materials
- Ensuring representative sample collection of raw materials and mid production samples based batch sizes and production method
- Liaising with warehouse and production staff, to ensure smooth production flow, based on testing release date
- Microbial testing of all water sources used for production, on a weekly basis for any contamination
- And that cleaning processes are effective
- Microbial testing of production equipment to ensure they meet standards for use and cleaning processes are effective
- Maintaining all health and safety standards and proper testing standards at all times
- Veterinary and Contract pharmaceutical Industry
Laboratory Technician
EML Consulting Services
01.1997 - 01.1999
- Company Overview: Microbiological - Food, Pharmaceutical and Water Testing
- Microbial testing of food and pharmaceutical products for quality assurance
- Fecal testing of Sydney beach waters for safety and contamination via water filtration using media that targets fecal Coliforms, and performing plate counts
- Testing of large bulk air-conditioning system water storage, for Legionnaires disease via targeted media and gram stains
- Food and pharmaceutical sample testing for Salmonella, Staphylococcus, Listeria and other contaminants using NATA approved sample preparation, dilution and plating techniques
- Result reading and plate counts for all samples tested
- Coliform identification using gram staining and other techniques
- Preparation of media for use, and sterilization of used material and equipment to required standards
- Cleaning and preparation of all glassware and equipment
- Maintaining OHS and NATA standards within the laboratory, and in my work procedures
- Reporting of all results via allocated systems, for official report and sign off by NATA certified analysts
- Maintenance of all laboratory bacterial and fungal stock cultures for use in testing, and ensure purity and quality
- Microbiological - Food, Pharmaceutical and Water Testing
Scientific Research Assistant
CSIRO
01.1996 - 01.1997
- Company Overview: Parasite Resistance in Livestock Research
- Assisting lead researcher, with all aspects of required laboratory work
- Preparing and removal of parasite samples from both fecal and stomach samples
- Thin layer chromatography testing for parasitic metabolism comparison
- Gas chromatography and egg cultivation
- Maintenance of laboratory, and all equipment
- Sample collection and report writing
- Assisting in any required work requested by lead researcher
- Parasite Resistance in Livestock Research
Quality Control
Cyanamid Websters Pty Ltd
01.1993 - 01.1995
- Company Overview: Laboratory Technician in Serology and Vaccine Manufacture
- Daily centrifuge preparation and testing of chicken blood for and diseases by agglutination techniques and Elisa techniques
- Ensuring all animals are SPC or pathogen free for use in vaccine production
- Preparation of tissue cultures from chicken embryos, while maintaining a strict sterile procedures and environment
- Using the successful tissue cultures, to test and confirm vaccine performance, and required concentration for production purposes
- Serum production
- Ordering of required laboratory materials and equipment
- Maintaining a pathogen free laboratory via following all OHS and air lock safety procedures and gowning procedures
- Maintenance and cleaning of laboratory glassware and sterilization of work clothes and equipment
- Candling of eggs for growth viability, and use in vaccine testing
- Laboratory Technician in Serology and Vaccine Manufacture
Education
Certificate lll - Business Administration
Tafe NSW
01.2012
Certificate IV - Customer Contact - Customer Service
Academy of Learning Australia
01.2006
Associate Diploma - Applied Science in Biological and Chemical Technologies
University of Western Sydney Hawkesbury
01.1993
Year 12 -
John Paul II Senior High School
01.1989
Year 10 -
Nagle Girls High School
01.1987
Skills
- Customer service
- Customer relations
- Customer relationship building
- Interpersonal communication skills
- Sales closing
- Complex Problem-solving
- Product and service sales
- SAP operating system
- Word, Excel and Outlook
- KPI management
- Customer retention
- Upselling and cross selling
- Complaints handling
- Process improvement
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current products.
- Customer Relations - Earned highest marks for customer satisfaction, on monthly call monitoring and feedback reports.
- Worked with Vendors for product pricing and special orders.
Certification
- Customer Service Professional - Certificate IV Telecommunications - New South Wales Department of Education and Training
- Traineeship in Customer Contact
New South Wales Department of Education and Training
- Certificate in Business Administration
- Associate Diploma of Applied Science in Biological and Chemical Technologies - with credit
Timeline
Customer Services and Sales Representative and Sales Management Support
IMCD Australia Ltd
01.2012 - 01.2014
Senior Customer Service and Sales Representative and Sales Support
BOC Gases Pty Ltd
01.2001 - 01.2012
Laboratory Chemist and Microbiologist
Virbac Int
01.1999 - 01.2001
Laboratory Technician
EML Consulting Services
01.1997 - 01.1999
Scientific Research Assistant
CSIRO
01.1996 - 01.1997
Quality Control
Cyanamid Websters Pty Ltd
01.1993 - 01.1995
Certificate IV - Customer Contact - Customer Service
Academy of Learning Australia
Associate Diploma - Applied Science in Biological and Chemical Technologies
University of Western Sydney Hawkesbury
Year 12 -
John Paul II Senior High School
Year 10 -
Nagle Girls High School
Certificate lll - Business Administration
Tafe NSW
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