Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Melanie Koelmeyer

Melbourne,VIC

Summary

Communicative Customer Service Executive experienced in solving problems and building great client rapport. An enthusiastic team player. Pursuing a new position where hard work and honesty will be valued.

Overview

22
22
years of professional experience

Work History

National Operations Manager, Customer Service

CEVA Logistics
Cranbourne, VIC
10.2007 - Current
  • Developed and implemented customer service policies and procedures to ensure standardization of customer service operations across the nation.
  • Identified areas for improvement in customer service processes and developed strategies to increase customer satisfaction.
  • Maintained relationships with vendors that provide critical services necessary for successful operation of the business across multiple sites.
  • Developed strategies to maximize efficiency while maintaining high levels of customer satisfaction.
  • Maintained relationships with vendors that provide critical services necessary for successful operation of the business across multiple sites.
  • Resolved escalated complaints from customers regarding their experiences with the company's services.
  • Partnered with IT teams in order to design systems capable of managing large volumes of data associated with national operations.
  • Consulted with customers regarding needs and addressed concerns.
  • Improved operational efficiencies while managing work requests, store inventory, equipment transactions and changes.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.

Training Specialist

Genysis Conferencing
South Melbourne, VIC
06.2007 - 11.2007
  • Developed and maintained training materials, including job aids, handouts, and presentations.
  • Created assessments to evaluate the effectiveness of training programs.
  • Developed interactive eLearning modules.
  • Maintained accurate records of all completed trainings in the organization's Learning Management System.
  • Provided ongoing coaching and mentoring services to help learners improve their skillsets.
  • Conducted training needs assessments to identify individuals' current level of skill compared to required competency for position.
  • Awarded certificates to employees who completed training to recognize accomplishments, boosting motivation and retention.

Team Leader - CRM Operations

Publicis Loyalty
Melbourne, VIC
03.2002 - 06.2007
  • Monitored daily workflow of the CRM operations team, identified areas for improvement and took corrective action as needed.
  • Provided guidance and support to team members on technical issues related to the CRM system.
  • Established KPIs for measuring the performance of the CRM operations team and monitored progress against them regularly.
  • Resolved customer complaints promptly by providing appropriate solutions or escalations as required.
  • Assigned tasks to individual team members based on their skill sets and workloads.
  • Trained new employees on how to use the CRM system effectively.

Education

High School Diploma -

Cleland Secondary College
Dandenong, VIC
12-1996

Skills

  • Logistics Management
  • Workforce Planning
  • Escalation management
  • Staff Development
  • Operational Efficiency
  • Customer Relationship Management
  • Customer Engagement
  • Employee Performance Management
  • Complaint Handling
  • Relationship Building
  • Shipping coordination
  • Team training and development

Affiliations

Coach at Waverley Hockey Club

References

References available upon request.

Timeline

National Operations Manager, Customer Service

CEVA Logistics
10.2007 - Current

Training Specialist

Genysis Conferencing
06.2007 - 11.2007

Team Leader - CRM Operations

Publicis Loyalty
03.2002 - 06.2007

High School Diploma -

Cleland Secondary College

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Melanie Koelmeyer