Monica Knight
Melbourne,VIC
Summary
Motivated professional offering Bachelor of Science in Animal Health and Disease. Dedicated to open, communicative culture and motivating and building positive team dynamics to accomplish aggressive goals. Skilled in handling inbound and outbound calls, online requests and emails with excellent problem-solving, multitasking and research abilities. Background in administration roles with high-volume customer demands.
Overview
11
11
years of professional experience
Work History
Key Account Management - Customer Care
Thermo Fisher Scientific
Scoresby, VIC
03.2021 - Current
- SECONDMENT AS TEAM LEADER BELOW - Returned to Key Account Management role 2023
- Cultivated client loyalty through consistent quality, productivity, exemplary service and proactive management.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Creation and maintenance of innovative customer management system allowing advanced order tracking for key clients.
- Collaborate with colleagues to streamline system processes.
- Regular liaising with key stakeholders regarding contract pricing, reduction of delivery delays and product management.
- Continued responsibilities of Customer Care Representative for specific Key Accounts.
Customer Care Team Leader
Thermo Fisher Scientific
Scoresby, Victoria
07.2022 - 06.2023
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Provided feedback on customer service efficiency to deliver better support options.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Delivered fast, friendly and knowledgeable service for escalated issues and service complaints.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
Customer Care Representative
Thermo Fisher Scientific
Scoresby, VIC
09.2019 - 03.2021
- Special mention for ANZ ‘Best Team Player’ award 2020
- Liaising with all departments to provide customers with a high level of service
- Process Telephone, email, mail and fax orders.
- Provide pricing, availability and product recommendations to clients.
- Open dialogue with Sales representatives about potential new leads and clients
- Resolution of customer queries and complaints.
- Prepare return and credit documentation ensuring they are within company guidelines.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Maintaining a high level of customer satisfaction with a positive attitude whilst being committed to the company values
Customer Service Officer/HSR
Wesbeam
Dandenong, VIC
08.2018 - 09.2019
- Awarded the position of Office HSR and administrator.
- Providing excellent customer service to major builders and stores.
- Liaising with Sales, Production and Logistics teams to ensure orders are delivered and arrive as scheduled.
- Creating and processing purchase orders for office supplies, production consumables and selected stock.
- Finalizing truck schedules for deliveries.
- Communicate with management and other HSR’s to provide OH&S solutions.
- Completed an OHS for Management course Key Responsibilities and Skills.
- Organization and Chairing of Safety committee meetings.
Sales Assistant
Prouds Jewellers
Pakenham, VIC
10.2013 - 08.2018
- Delegating tasks to other employees, end of day tasks, stock control, monitor emails, invoices, ordering stock, packaging and stationery.
- Processing stock transfers in and out of the store, organizing items into corresponding categories for displays and put items out into the counter-line.
- Fostered relationships with customers to expand customer base and retain business.
Education
Bachelor of Science - Animal Health and Disease
University of Melbourne
01.2016
Skills
- High-energy attitude
- Conflict mediation
- Microsoft Office expertise
- Training and development
- Senior leadership support
- Cross-functional collaboration
References
References:
Provided upon request.
Timeline
Customer Care Team Leader
Thermo Fisher Scientific
07.2022 - 06.2023
Key Account Management - Customer Care
Thermo Fisher Scientific
03.2021 - Current
Customer Care Representative
Thermo Fisher Scientific
09.2019 - 03.2021
Customer Service Officer/HSR
Wesbeam
08.2018 - 09.2019
Sales Assistant
Prouds Jewellers
10.2013 - 08.2018
Bachelor of Science - Animal Health and Disease
University of Melbourne
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