Overview
Work History
Education
Timeline
Generic

Michelle Turoa

Melbourne,VIC

Overview

19
19
years of professional experience

Work History

Service Solutions Specialist

Philip Morris International
Melbourne, VIC
03.2021 - Current
  • Ensure that relevant consumer product issues are escalated as per PMI and PML processes (including any potential SSMS situations, critical non-conformities, high-frequency non-conformities, difficult consumers, and any consumer/product issues that require the involvement of Law or Corporate Affairs) in order to ensure appropriate actions can be taken in a timely manner.
  • Utilize product and process knowledge to evaluate all returns against the VQA standards and other non-conformities listed in the GCRS database, and when required, ensure further evaluation is conducted by qualified personnel (including chemical/physical testing, security assessment, and counterfeit evaluations) in order to ensure complaint types are accurate in GCRS, and relevant feedback can be provided to consumers and retailers when required.
  • Ensure that all voucher & cigarette management procedures are adhered
    to in order to ensure all assets are stored securely, voucher stock
    quantities are monitored & any variances are highlighted to
    management.
  • Provide support for retailers with regard to organising off-days,
    raising credits and stock returns through 3PL. Track the frequency of off-day orders and/or stock return processing to ensure accurate reporting for the activation team. Manage the approval of off-day delivery requests and 'ring-in' orders in line with budgets to ensure a balance between optimal service to the trade and cost efficiency for PML.
  • Maintain relevant customer details within the systems database in a timely manner, adhering to current processes, ensuring the accuracy of our customer base, and controls compliance.
  • Analyse and resolve customer enquiries using established procedures
    and facilitate to resolution, engaging all key stakeholders to ensure
    consistency of messages provided to the trade. Highlight opportunities
    for process optimisation to Team Leader to ensure customer service
    activities continue to evolve & add value to both PML & trade
    partners.

Credit Control Administrator

Philip Morris International
Melbourne, VIC
06.2018 - 03.2021
  • Followed up with customer accounts to resolve unpaid or past due accounts.
  • Responded promptly to customer complaints in a professional manner.
  • Ensured that all paperwork was completed accurately before submission deadlines.
  • Designed forms and templates to streamline workflow processes within organization.
  • Handled correspondence, including drafting emails, memos, and reports for senior management.
  • Provided general administrative support to staff members.
  • Performed basic bookkeeping tasks such as reconciling accounts receivable and payable.
  • Performed data entry tasks into computer databases from paper documents.
  • Improved office organization by developing filing system and customer database protocols.
  • Oversaw inventory management, including ordering office supplies and equipment maintenance.
  • Processed payroll information according to established guidelines.
  • Implemented filing systems to improve document organization and retrieval.
  • Facilitated communication between departments to support project completion and goal achievement.
  • Answered incoming calls and responded to customer inquiries.
  • Developed and maintained databases for tracking projects, clients, and financial records.
  • Prepared reports on various projects for management review.
  • Identified needs of customers promptly and efficiently.
  • Managed day-to-day office operations, ensuring efficient workflow and adherence to policies.
  • Compiled data from multiple sources into comprehensive reports for management review.
  • Developed spreadsheets to track project progress, budgets and other related data.
  • Monitored emails, sorted mail and distributed correspondence accordingly.
  • Audited company's legal documents to verify compliant policies and procedures.
  • Maintained filing system for important documents such as contracts and invoices.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Updated and maintained databases with current information.

Direct Sales Representative

Philip Morris International
Melbourne, VIC
06.2017 - 06.2018
  • Leveraged expert sales and relationship-building abilities to exceed sales quota.
  • Established relationships with key stakeholders in the retail industry.
  • Resolved customer complaints in a timely manner.
  • Identified target markets for direct sales campaigns.
  • Assisted with the development of promotional materials such as brochures, flyers.
  • Drove sales of company products and services by meeting with customers using strategic and organized approach.
  • Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
  • Developed and implemented sales strategies to increase customer base.
  • Analyzed sales data from past campaigns to identify areas needing improvement.
  • Coordinated with logistics teams to ensure timely delivery of products to customers.
  • Followed up with customers post-sale to ensure satisfaction with their purchase experience.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Identified customer needs by asking questions and advising on best solutions.
  • Collaborated with other departments within the organization on cross-promotional activities.
  • Responded promptly to customer inquiries and requests for information.
  • Listened to customer needs to identify and recommend best products and services.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Worked with cross-functional teams to achieve goals.
  • Completed day-to-day duties accurately and efficiently.
  • Maintained updated knowledge through continuing education and advanced training.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Sales Agent

Apple
Melbourne, VIC
11.2016 - 05.2017
  • Resolved customer complaints in a timely manner.
  • Answered customer inquiries regarding product features, pricing, and availability.
  • Processed special orders for out-of-stock items when necessary.
  • Handled returns and exchanges according to company policies.
  • Built and maintained relationships with peers and upper management to drive team success.
  • Fostered relationships with customers to expand customer base and retain business.
  • Used computer system to retrieve customer information, part number inventory and status of purchase orders.
  • Provided customer service by answering questions, resolving problems, and responding to complaints in a timely manner.
  • Answered incoming telephone calls to provide store, products and services information.
  • Assisted customers with returns, exchanges and refunds.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Handled customer complaints and issues, resolving them efficiently to maintain positive relationships.
  • Identified needs of customers promptly and efficiently.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Retail Worker

Loreal Australia
Melbourne, VIC
02.2016 - 11.2016
  • Supported managers with organizing store and showcasing new items in eye-catching displays.
  • Managed cash register operations using POS system and processed sales and returns.
  • Greeted customers, identified their needs and provided assistance with product selection.
  • Answered store and merchandise questions and led customers to wanted items.
  • Bagged or packaged purchases and wrapped gifts.
  • Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
  • Organized backroom storage areas for efficient retrieval of stock items during peak business times.
  • Operated cash register to process payments from customers accurately and efficiently.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Engaged with customers and recommended products based on needs and requests.
  • Engaged positively with each customer, providing professional, and polite support for sales and service needs.
  • Drove sales using upselling and cross-selling strategies.
  • Restocked and organized shelves during slow periods to maintain store appearance.
  • Adhered to all safety regulations when handling hazardous materials such as chemicals or sharp objects.
  • Assessed assigned areas and displays to maintain presentable condition, restocking and reorganizing merchandise.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.
  • Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.

Election Poll Worker

Hoban Recruitment
Melbourne, VIC
10.2016 - 10.2016
  • Assisted in setting up the polling station prior to opening time, including arranging chairs and tables for voters.
  • Collected, evaluated and stored documents securely in permanent records.
  • Assisted in the preparation of ballots for upcoming elections.
  • Collected, counted, and reported results from each precinct in a timely manner.
  • Ensured that all voting materials were kept confidential at all times.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Factory Hand

De France Productions
Auckland, New Zealand
03.2010 - 10.2013
  • Met or exceeded target for on-time customer shipments.
  • Cleaned tools, work surfaces and storage areas to achieve proper sanitary conditions.
  • Recorded data related to production operations such as quantity, quality, and time used.
  • Moved items between machines, conveyors and transport equipment to meet production needs.
  • Organized finished products and materials for storing, shipping and processing.
  • Organized workstations and ensured adequate supplies were available at all times.
  • Reported any issues or discrepancies to supervisor immediately upon discovery.
  • Reported any issues with machinery or production processes to supervisors.
  • Cleaned and organized work areas and maintained tools and equipment.
  • Packaged finished products by following organizational procedures to streamline shipping process.
  • Counted number of finished products to confirm accurate completion of work orders.
  • Examined final products for conformance with quality and design standards.
  • Wrapped items, placed in boxes and added proper labeling to prepare for shipment.
  • Collaborated with other team members on projects and tasks as needed.
  • Followed instructions from supervisors regarding daily tasks and assignments.
  • Marked and tagged identifying information on materials meant for specific projects.
  • Collaborated with team members to meet daily production goals efficiently.
  • Maintained neat, organized and clean work areas to avoid safety concerns or production delays.
  • Worked effectively in team environments to make the workplace more productive.
  • Operated equipment and machinery according to safety guidelines.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Managed inventory and supplies to ensure materials were available when needed.

Retail Assistant

Red Rat Clothing
Auckland, New Zealand
01.2007 - 08.2009
  • Engaged positively with each customer, providing professional, and polite support for sales and service needs.
  • Checked shipment pack slips to confirm quantities and correct merchandise in delivery.
  • Prepared merchandise for purchase or rental.
  • Addressed customer questions and concerns regarding products and services.
  • Monitored sales floor traffic and assisted customers with their inquiries.
  • Handled returns and exchanges according to company policies.
  • Participated in team meetings to discuss sales goals and strategies.
  • Utilized problem solving techniques when faced with challenging situations.
  • Explained information about quality, value and style of products to influence customer buying decisions.
  • Ticketed, arranged and displayed merchandise to promote sales.
  • Assisted customers with product selection, answered queries and provided advice.
  • Processed payments using cash register, credit card machine and POS system.
  • Maintained stock levels by replenishing shelves, tidying displays and organizing merchandise.
  • Greeted customers upon entry to the store and provided a positive shopping experience.
  • Performed regular inventory checks to ensure accurate stock control.
  • Provided excellent customer service by attending to customer needs in a timely manner.
  • Counted cash, made change, and stored coupons to keep organized and balanced cash register drawer.
  • Operated cash registers efficiently during peak hours of business.
  • Followed company policies regarding returns, exchanges, refunds and other transactions.
  • Computed purchases and received and processed cash or credit payment.
  • Engaged with customers and recommended products based on needs and requests.
  • Maintained cleanliness and organization of store shelves and displays.
  • Placed special orders or called other local stores to find desired items for customers.
  • Assisted in setting up promotional displays, signage and window displays.
  • Handled customer inquiries, complaints, and returns efficiently.
  • Answered phones promptly and directed calls appropriately.
  • Placed special orders or called other stores to find desired items.
  • Completed day-to-day duties accurately and efficiently.

Hotel Front Desk Clerk

Work Experience Mcauley High School
Auckland, New Zealand
03.2006 - 04.2006
  • Kept records of room availability and guest accounts, manually or using computers.
  • Greeted guests in a professional and friendly manner.
  • Performed bookkeeping activities to balance accounts and conduct nightly audits.
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Showed off dining areas, pool, spa, and fitness center to prospective and current guests.
  • Stocked supplies at the front desk such as forms, stationery items, brochures.
  • Input customer data into reservation systems and updated to reflect room changes.

Education

Certificate 3 Disability Support Worker

AIFL Australian Institute of Flexible Learning
Melbourne, VIC
11-2024

Associate of Applied Science - Nursing

Manukau Institute of Technology
Auckland New Zealand
09-2015

Computer Technology

Te Wanaga O Aotearoa
Auckland New Zealand
10-2014

Timeline

Service Solutions Specialist

Philip Morris International
03.2021 - Current

Credit Control Administrator

Philip Morris International
06.2018 - 03.2021

Direct Sales Representative

Philip Morris International
06.2017 - 06.2018

Sales Agent

Apple
11.2016 - 05.2017

Election Poll Worker

Hoban Recruitment
10.2016 - 10.2016

Retail Worker

Loreal Australia
02.2016 - 11.2016

Factory Hand

De France Productions
03.2010 - 10.2013

Retail Assistant

Red Rat Clothing
01.2007 - 08.2009

Hotel Front Desk Clerk

Work Experience Mcauley High School
03.2006 - 04.2006

Certificate 3 Disability Support Worker

AIFL Australian Institute of Flexible Learning

Associate of Applied Science - Nursing

Manukau Institute of Technology

Computer Technology

Te Wanaga O Aotearoa

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Michelle Turoa