Summary
Overview
Work History
Education
Skills
Timeline
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MELISSA MCINNES

Wagga Wagga

Summary

Dependable and organized Service Coordinator with over 7 years of experience supporting clients in the asset repair industry. Strong history of managing a high-volume workload while meeting hard deadlines in a fast-paced environment. A strong focus on safety and regulations when dealing with customer assets and equipment.

Overview

13
13
years of professional experience

Work History

Service Advisor

Wagga Motorcycles
01.2023 - Current
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Enhanced customer satisfaction by providing timely and accurate service recommendations.
  • Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
  • Reduced wait times with efficient coordination of service tasks among technicians.
  • Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved accounting, service and delivery concerns.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Service Coordinator

LTS Equipment PTY LTD
02.2017 - 12.2022
  • Monitored work performance and quality to maintain standards.
  • Led team of up to three service technicians in field activities.
  • Facilitated communication between office personnel, subcontractors and customers.
  • Reduced time to complete service calls and expertly retained key customers.
  • Maintained accurate records and full compliance with government regulations and agency guidelines.
  • Developed productive working relationships with customers.
  • Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
  • Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
  • Monitored safety compliance.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.

Receptionist

Ultratune Wagga Wagga
04.2015 - 12.2016
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed calls accordingly.
  • Responded to inquiries from callers seeking information.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Corresponded with clients through email, telephone or postal mail.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.

Office Administrative Assistant

Rundles Auctions
02.2013 - 04.2015
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
  • Responded to inquiries from callers seeking information.
  • Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
  • Transferred and directed phone calls, guests and mail to correct staff members.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Prepared packages for shipment, pickup and courier services for prompt delivery to customers.

Education

Certificate III - Business Administration

TAFE NSW
NSW

High School Diploma - undefined

St Scholasticas College
Glebe, NSW

Skills

  • Customer service
  • Schedule Preparation
  • Tool and Parts Inventory Oversight
  • Work Estimation
  • Job Prioritizing
  • Materials and Labor Costing
  • Specification Interpretation
  • Accident and Injury Investigation
  • Supply Requisition
  • Email Correspondence
  • Ongoing Customer Support
  • Government Agency Guidelines
  • Administrative Duties
  • Building Rapport and Trust
  • Adaptability and Flexibility
  • Analytical and Critical Thinking

Timeline

Service Advisor

Wagga Motorcycles
01.2023 - Current

Service Coordinator

LTS Equipment PTY LTD
02.2017 - 12.2022

Receptionist

Ultratune Wagga Wagga
04.2015 - 12.2016

Office Administrative Assistant

Rundles Auctions
02.2013 - 04.2015

High School Diploma - undefined

St Scholasticas College

Certificate III - Business Administration

TAFE NSW

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MELISSA MCINNES