Ngaire Ashby
Customer Services
Aveley,WA
Summary
Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work History
Customer Services Manager
Post Haste Couriers
02.2018 - 04.2023
- Liaising with other departments within the business to execute and improve our customer service goals using customer feedback
- Managing the operation of the customer service department to ensure activity and productivity performance
- Forecasting and rostering Key Responsibilities
- People Management and performance
- Recruitment
- Workplace health and safety
- Manage and review our customer service policies
- Day to day Administration tasks
- Achievements
- Building effective relationships with our customers
- Implementing changes to benefit the business and the customers.
Customer Services Team Manager
09.2016 - 02.2018
- Participated in general management duties including performance management, disciplinary concerns, identifying training and development needs and assisting with recruitment activities
- Key Responsibilities
- Responsible for the daily management and supervision of our customer service team
- Point of escalation for any customer service enquiries, feedback, or complaints
- Ensure the effective operation of customer service systems and processes
- Assisting my manager with administration day-to-day tasks
- 2IC to the Customer Services Manager
- Customer Services Representative duties when short staffed Achievements
- Gained experience in a leadership position
- Customer service management skills
- Promoted to Customer Services Manager.
Customer Services Representative
Posthaste Couriers
08.2014 - 09.2016
- Offer an outstanding customer experience with first call resolution being the goal
- Attending to all enquiries promptly, efficiently, and courteously in a professional telephone manner
- Key Responsibilities
- Data entry
- Customer booking requests
- Customer order entries
- Tracking, tracking and lodging queries for further follow-up by our investigations team
- Managing inbound calls and email enquiries
- Analysing daily customer reports
- Pro-active follow up on outstanding deliveries from daily customer report data
- Achievements
- Promoted to a Senior Agent
- Managed 2 of our largest customers’ accounts.
Customer Services Team Leader
Magnamail Sydney
08.2013 - 05.2014
- Data entry
- Managing inbound calls and emails
- Customer order entries
- Customer refunds
- Customer enquiry/order follow-ups., Key Responsibilities
- Data entry
- Managing inbound calls and emails
- Customer order entries
- Customer refunds
- Customer enquiry/order follow-ups Achievements
- Promoted to a Customer Services Team Leader
Education
Customer Service Management
Freightways
10.2018 - 10.2018
Customer Service Training
Train The Trainer
04.2015 - 04.2015
Call Centre Operations Level 3 - Customer Service
ETITO
02.2011 - 11.2011
Business and Computing Level 3 - Business Administration
Manukau Technical Institute NZ
02.1995 - 11.1995
Skills
Customer Service, Leadership, Time Management, People Management, Communication, Adaptability, People Engagement Recruitment, Interviewing, Onboarding new staff, Entering timesheet data via biotime for payrole, Job adder, Success Factors, Microsoft 365 including Excel, Outlook, Word, Powerpoint,Teams, Administration duties, Performance Reviews, Computer Literacy, Resilience, Prioritisation, Customer reports, Punctual, Reliable
Personnel training and development
Inter-department collaboration
Budgeting and reporting
Microsoft Outlook, Word and Excel
Training and mentoring
Excellent time management skills
Staff Management
Effective problem solver
Complaint resolution
Administrative support
Timeline
Customer Service Management
Freightways
10.2018 - 10.2018
Customer Services Manager
Post Haste Couriers
02.2018 - 04.2023
Customer Services Team Manager
09.2016 - 02.2018
Customer Service Training
Train The Trainer
04.2015 - 04.2015
Customer Services Representative
Posthaste Couriers
08.2014 - 09.2016
Customer Services Team Leader
Magnamail Sydney
08.2013 - 05.2014
Call Centre Operations Level 3 - Customer Service
ETITO
02.2011 - 11.2011
Business and Computing Level 3 - Business Administration
Manukau Technical Institute NZ
02.1995 - 11.1995