MS ANA BARANCEK
TORRENSVILLE,SA
Summary
Customer service management professional experienced with inbound and outbound customer service. Team player with exceptional listening and critical thinking skills.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career in customer service to the next level.
Overview
31
31
years of professional experience
Work History
Customer Service Manager - Domestic & International - AQUACULTURE
CLEANSEAS SEAFOOD
10.2017 - Current
- Supplying Spencer Gulf Hiramasa Kingfish for National and International customer base.
- Managed over 50+ domestic & international customers.
- Increased productivity by an average of 15% per annum
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Took ownership of customer issues and followed problems through to resolution
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Collaborated with upper management to improve customer service processes and support structures company-wide
- Followed through with client requests to resolve problems
- Kept accurate records to document customer service actions and discussions
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
- Collaborated with marketing department to launch and manage promotional activities and campaigns
- Negotiated contracts with outside carriers to minimize costs to company and customers
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Established team priorities, maintained schedules and monitored performance
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Successfully managed budgets and allocated resources to maximize productivity and profitability
- Identified and communicated customer needs to supply chain capacity and quality teams
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets
Service Coordinator / Office Manager
FRESHWATER SYSTEMS PTY LTD
05.2015 - 09.2017
- Commercial and Domestic Water Treatment
- Communicated with clients and service providers to provide updates on work progress
- Resolved customer complaints and issues to drive satisfaction and loyalty
- Coordinated and monitored service activities to confirm work met all requirements
- Maintained accurate records and full compliance with government regulations and agency guidelines
- Assessed customer needs and developed solutions to meet needs
- Managed and coordinated service teams to achieve successful completion of service projects
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments
- Participated in meetings and discussions with internal and external stakeholders to discuss KPIs and strategies for successful completion of service projects
- Developed productive working relationships with churches, schools, government agencies, and charitable organizations
- Prepared reports on service performance metrics and key indicators for management review
- Developed efficient processes and procedures to achieve prompt delivery and completion of service projects
- Developed and maintained database of service providers and vendors for easy and quick access to list of qualified providers for different jobs
- Established and maintained service schedules for several projects to help plan organize workload
- Developed and implemented training programs for service personnel to improve individual capabilities and enhance team performance
- Created and maintained daily and weekly reports for upper management
- Scheduled and oversaw maintenance, repair and installation activities
- Monitored safety compliance to maintain strict standards and protect team members from harm
- Managed efficient teams of up to 20 employees
- Contributed to development, implementation, and execution of maintenance programs
- Organized ongoing maintenance schedules to boost system performance
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity
Customer Service Coordinator/Manager - Victoria / Tasmania
Accolade Wines Australia - Customer Service Centre
04.2007 - 01.2011
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Responded to customer needs through competent customer service and prompt problem-solving
- Responded to customer calls and emails to answer questions about products and services
- Coordinated logistics for customer orders
- Maintained and managed customer files and databases
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Resolved concerns with products or services to help with retention and drive sales
- Set benchmarks for customer service employees and monitored progress against targets
- Conferred with sales team members to evaluate processes and improve integration of after-sales assistance
- Worked with corrective action teams to assess historical solutions and make proactive procedural adjustments
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Took ownership of customer issues and followed problems through to resolution
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Collaborated with upper management to improve customer service processes and support structures company-wide
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Followed through with client requests to resolve problems
- Kept accurate records to document customer service actions and discussions
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information
- Created and reviewed invoices to confirm accuracy
Domestic Retail & On Premise Sales (Hardy Wine Company)
Constellation Wines Australia - SA Sales Department
09.2005 - 04.2007
- Answered customer questions about products and services, helped locate merchandise, and promoted key items
- Engaged in friendly conversation with customer to better uncover individual needs
- Listened to customer needs and desires to identify and recommend optimal products
- Provided exceptional services and pleasant shopping experiences to retail customers
- Developed strong rapport with customers and created positive impression of business
Operations Manager
COACHLINES OF AUSTRALIA
04.2001 - 01.2005
- Skylink Airport Shuttle
- Supervised operations staff and kept employees compliant with company policies and procedures
- Developed systems and procedures to improve operational quality and team efficiency
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Developed and maintained relationships with external vendors and suppliers
- Developed and implemented strategies to maximize customer satisfaction
- Identified and resolved unauthorized, unsafe, or ineffective practices
- Introduced new methods, practices, and systems to reduce turnaround time
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Increased profit by streamlining operations
- Directed initiatives to improve work environment, company culture or overall business strategy
- Set, enforced, and optimized internal policies to maintain responsiveness to demands
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms
- Devised processes to boost long-term business success and increase profit levels
- Interacted well with customers to build connections and nurture relationships
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Scheduled employees for shifts, taking into account customer traffic and employee strengths
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
- Reported issues to higher management with great detail
- Mitigated business risks by working closely with staff members and assessing performance
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms
Cashier / Functions Coordinator / Usher / Candy Bar Assistant
WALLIS CINEMA GROUP - Piccadilly Cinema
01.1993 - 01.2001
- Coordinated schedules and timelines for events
- Brainstormed and implemented creative event concepts and themes
- Managed event logistics and operations
- Performed event coordination for larger parties and gatherings
- Managed administrative logistics of events planning, event booking, and event promotions
- Consulted with customers to determine objectives and requirements for events
- Developed post-event reports to determine effectiveness of each event
- Designed and implemented efforts to publicize events and promote sponsorships
- Communicated with catering, lighting and sound companies to obtain price quotes
- Inspected event facilities to confirm conformance to customer requirements
- Attended conferences and events to stay up-to-date with industry trends and planning standards
- Trained and supervised event staff to complete tasks on time
Education
Bachelor of Interior Architecture - Interior Design
University of SA
Adelaide, SASt Dominic's Priory College - North Adelaide
Bachelor of Arts - Fine Arts
Curtin University ONLINE
Perth, WA01.2024
Vintuition - Wine Appreciation & Understanding course -
01.2010
AHA Wine Appreciation course - Vintner level -
01.2007
Diploma of Interior Design & Decoration -
TAFE - Douglas Mawson Institute of TAFE
01.2001
Skills
- Written Communication
- Remote Office Availability
- Problem-Solving
- Analytical Thinking
- Teamwork and Collaboration
- Computer Skills
- Recordkeeping
- PPE Use
- Data Entry
- Multitasking
- Flexible and Adaptable
- Analytical and Critical Thinking
- Attention to Detail
- MS Office
Professional References
- Mr John King, General Manager Operations - Aurum Poultry Co , 0439 944 585
- Mr Troy Lawson, General Manager - Operations, Ingham's Enterprises, 0428 386 082
Professional Attributes
- Exceptionally high-level customer focused skills.
- Extensive leadership skills in a customer focused results driven environment.
- Highly organised, very professional and extremely motivated & driven to succeed.
- Exceptional time management & multi-tasking skills.
- Very high level of accuracy in all areas of work.
- Flexibility & adaptability.
- Managing & leading a team, motivating and putting forward & implementing new incentives as required.
- Extremely proficient in administration & people management.
- I am passionate & confident in my work and provide the best possible option in any situation.
- Amazing working relationships with customers, key stakeholders and all employees.
- Ability to work autonomously or within group/team situations, the ability to work to deadlines, under high pressure with very quick response times.
- Ability to take initiative in any situation presented.
- Highly knowledgeable in sourcing and preparing any documentation required.
- Proven ability to work to strict KPI's & budgets.
- Ability to take directives from management and provide results beyond what is required as well as provide leadership & encouragement to a staff.
Hobbies and Interests
- Fitness / Running / Hiking / Horse riding
- Cooking
- Gardening
- Painting / Sketching / Crafts
- Home renovating & Interior Design
- Reading - Historical genre
Languages
Croatian
Full Professional
French
Limited Working
Timeline
Customer Service Manager - Domestic & International - AQUACULTURE
CLEANSEAS SEAFOOD
10.2017 - Current
Service Coordinator / Office Manager
FRESHWATER SYSTEMS PTY LTD
05.2015 - 09.2017
Customer Service Coordinator/Manager - Victoria / Tasmania
Accolade Wines Australia - Customer Service Centre
04.2007 - 01.2011
Domestic Retail & On Premise Sales (Hardy Wine Company)
Constellation Wines Australia - SA Sales Department
09.2005 - 04.2007
Operations Manager
COACHLINES OF AUSTRALIA
04.2001 - 01.2005
Cashier / Functions Coordinator / Usher / Candy Bar Assistant
WALLIS CINEMA GROUP - Piccadilly Cinema
01.1993 - 01.2001
Bachelor of Interior Architecture - Interior Design
University of SA
St Dominic's Priory College - North Adelaide
Bachelor of Arts - Fine Arts
Curtin University ONLINE
Vintuition - Wine Appreciation & Understanding course -
AHA Wine Appreciation course - Vintner level -
Diploma of Interior Design & Decoration -
TAFE - Douglas Mawson Institute of TAFE
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