Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Makoto Jepsen

Ryde,NSW

Summary

Proven track record in enhancing client engagement and retention, data entry and generation of detailed reports, notably at BrightHR, where I leveraged project management and exceptional customer service skills to exceed performance targets. Skilled in appointment scheduling and adept at fostering professional relationships, I consistently deliver solutions that drive growth and satisfaction, achieving a significant increase in account loyalty.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Client Engagement Specialist

BrightHR
08.2023 - 05.2024
  • Developed strong relationships with key clients, resulting in increased account retention and growth.
  • Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.
  • Reviewed and adjusted project plans to minimize and eliminate roadblocks.
  • Identified potential areas of growth within existing accounts through ongoing relationship-building activities.
  • Maintained client list and performed outreach calls, consistently meeting expectations of 50 calls per day.
  • Delivered engaging presentations at industry events, showcasing company capabilities to potential clients.
  • Resolved product or service problems by clarifying customer's complaint and determining root causes.
  • Provided exceptional customer service to existing accounts, ensuring client satisfaction and order renewal.
  • Consistently exceeded performance targets by effectively managing time-sensitive projects and meeting deadlines under pressure.
  • Collaborated with internal departments to develop comprehensive solutions for complex client needs.
  • Led successful business development efforts, securing new accounts while maintaining existing client relationships.
  • Used Sales force one note teams and outlook to prepare, maintain and distribute client status reports.
  • Investigated and resolved customer inquiries and complaints quickly.
  • 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.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Investigated and resolved accounting, service and delivery concerns.

Hairdresser

HairloomJ
03.2022 - 07.2023
  • Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
  • Enhanced client satisfaction by providing personalized hair consultations and recommending suitable styles.
  • Recorded notes for future reference about customer preferences and services delivered.
  • Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
  • Maintained a clean and organized workstation, ensuring a comfortable and professional environment for clients.
  • Suggested treatments and styles to suit customer appearance and fashion choices.
  • Maintained regular client list and successfully handled walk-in customers.
  • Increased revenue through effective customer service and inventory management.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Used social media platforms to promote salon and services.
  • Distributed business cards outside of salon to generate new business.
  • Created memorable customer experiences, adding bonus services such as head and neck massages during appointments.
  • Mentored junior stylists, sharing expertise in advanced cutting, coloring, and styling methods.
  • Supported fellow stylists during peak times by assisting them with shampooing or blow-drying tasks when needed.
  • Consistently met performance targets set forth by the salon management while maintaining high standards of quality workmanship.
  • Educated clients about products and self-maintenance for healthy hair based on needs and preferences.

Kitchen Hand

THAI GARDEN HOUSE RESTAURANT
01.2021 - 03.2022
  • Ensured cleanliness and sanitation by thoroughly washing dishes, utensils, and kitchen equipment.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Maintained a well-organized work area by consistently cleaning surfaces and organizing supplies.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Demonstrated adaptability by quickly learning new techniques, recipes, and procedures as required for various culinary tasks.
  • Operated kitchen equipment in accordance with manufacturer instructions.
  • Unloaded food deliveries and stored items in proper locations for easy access.
  • Streamlined kitchen operations by efficiently handling multiple responsibilities simultaneously under pressure.
  • Learned other teammates' work tasks to train as backup.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Chopped vegetables, cut up fruit, and prepared sauces when kitchen staff was busy.

Customer Service Representative

Imperium Home Solutions
01.2020 - 12.2020
  • 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.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Created and maintained detailed database to develop promotional sales.

Senior Customer Sales Consultant

TSA
01.2017 - 12.2019
  • Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
  • Identified new market opportunities through diligent research and analysis, driving business expansion initiatives.
  • Organized training sessions for colleagues on new products or services offerings, ensuring comprehensive understanding across the team.
  • Streamlined internal processes for improved efficiency, leading to increased productivity and faster response times for customers.
  • Consistently exceeded monthly sales targets by effectively managing leads pipeline and prioritizing high-potential prospects.
  • Mentored junior sales consultants, fostering professional growth and enhancing team performance as a whole.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
  • Kept detailed records of daily activities through online customer database.
  • Recorded accurate and efficient records in customer database.
  • Monitored service after sale and implemented quick and effective problem resolutions.

Case Manager Specialist

AEIGES
01.2015 - 12.2016
  • Improved client outcomes by developing and implementing comprehensive case plans tailored to individual needs.
  • Maintained accurate and timely documentation for all client interactions, ensuring compliance with regulatory requirements and confidentiality standards.
  • Maintained current knowledge of industry best practices and relevant legislation affecting service delivery, ensuring that all client interventions were evidence-based and compliant with applicable guidelines.
  • Evaluated program effectiveness through ongoing monitoring and analysis of key performance indicators, driving continuous improvement efforts within the organization.
  • Prepared comprehensive progress reports detailing client achievements, challenges faced, and recommendations for continued support services moving forward.
  • Monitored clients' progress and tracked client services to provide crisis interventions.
  • Analyzed trends and data to inform decision-making and program development.

Sales Associate

Telstra Shop
01.2013 - 12.2014
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
  • Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
  • Conducted regular competitor analysis to stay informed about market trends, adjusting pricing strategies accordingly for optimal results.
  • Recommended complementary purchases to customers, increasing revenue.
  • Monitored customers for signs of security concerns and escalated issues to management.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.

Education

High School Diploma -

Central Gippsland Institute of TAFE
Bairnsdale, VIC
01.2013

Skills

  • Appointment Scheduling
  • Data Entry
  • Information Analytics
  • Project Management
  • Customer Retention
  • Payment Collection
  • Relationship Networking
  • Solution Solving
  • Time Management and Organisation
  • Fast Learner
  • Self Motivated
  • Multitasking and Prioritising Workload

Certification

Hristina Dimitrieska

0479103171


Visiene Matharu

0405 627903




Timeline

Client Engagement Specialist

BrightHR
08.2023 - 05.2024

Hairdresser

HairloomJ
03.2022 - 07.2023

Kitchen Hand

THAI GARDEN HOUSE RESTAURANT
01.2021 - 03.2022

Customer Service Representative

Imperium Home Solutions
01.2020 - 12.2020

Senior Customer Sales Consultant

TSA
01.2017 - 12.2019

Case Manager Specialist

AEIGES
01.2015 - 12.2016

Sales Associate

Telstra Shop
01.2013 - 12.2014

High School Diploma -

Central Gippsland Institute of TAFE

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Makoto Jepsen