Mercedes Mendez-Iluffi
Melbourne
Summary
A motivated professional who is well-versed in building productive relationships. Extremely passionate about sustainability and fashion. I am an individual driven to making positive changes everyday. To be able to work within an industry that recognises the beauty in difference through unique pieces is a dream of mine. Driven to enhance customer experience and building positive rapport and energy.
Overview
2
2
years of professional experience
Work History
Customer Service Officer - Specialist Clinics
The Royal Children's Hospital, Melbourne
03.2023 - Current
- Ongoing customer service role working in collaboration with multidisciplinary teams
- Helped large volume of patients every day with positive attitude and focus on customer satisfaction.
- Responded to parent/patient calls and emails to answer questions and assisted families scheduling appointments.
- Worked effectively in fast-paced environments.
- Updating demographic data whilst maintaining patient confidentiality.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer Service Manager
Ottway The Label
03.2022 - 05.2023
- Resolved customer complaints while prioritising customer satisfaction and loyalty.
- Responding to large amount of emails daily in response to customers - helping resolve any issues they may raise or any queries they may have.
- Developed strong relationships with customers creating positive experiences through customer service delivery
- Kept accurate records to document customer service actions and discussed in monthly work meetings.
- Processed returns and refunds through Shopify system.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Followed through with client requests to resolve problems.
- Managed complex customer issues effectively such as incorrect orders/product issues and navigating multiple internal resources to identify and implement the best possible solutions.
- Ensured orders were packed with care and posted on time to maintain customer satisfaction
- Worked with key stakeholders (Australia Post and DHL) to follow up missing and damaged items.
- Worked effectively as a team creating positive experiences and working collaboratively during busy periods
Education
Bachelor of Social Work - Social Work
Deakin University
Geelong, VIC2027
VCE -
St Columbas College
Essendon, VIC10.2019
Skills
- Driven to create positive customer experience
- Work prioritisation
- Effective time management skills
- Work well under pressure
- Create positive and valuable relationships with work colleagues
- Well verbal and written communication
- Experience with platforms such as Shopify
- Active listening
- Effective high workflow management
- Complaint resolution
Additional Information
Neri Sacristán - Ottway The Label
Email : Neri@ottwaythelabel.com
Manu Lopez-Valez - Ottway The Label
Email : Manu@ottwaythelabel.com
Lily Wardale - Ottway The Label Manager
Email : Lily@ottwaythelabel.com
Timeline
Customer Service Officer - Specialist Clinics
The Royal Children's Hospital, Melbourne
03.2023 - Current
Customer Service Manager
Ottway The Label
03.2022 - 05.2023
Bachelor of Social Work - Social Work
Deakin University
VCE -
St Columbas College
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