Nicola Farquhar

Delivered end-to-end customer service and sales support within the portable generators department, managing enquiries from initial contact through to order completion and after-sales support. Supported business development initiatives, built strong customer relationships, and provided tailored product recommendations to drive revenue growth. Demonstrated strong communication skills and the ability to manage competing priorities in a fast-paced environment.

Computer & System Skills:

• Internal CRM and sales systems
• Quote and order processing software
• Microsoft Excel, Word, Outlook

Key Results & Achievements:

• Supported revenue growth through effective enquiry conversion and customer retention
• Maintained high customer satisfaction through accurate processing and timely follow-up

Acted as the first point of contact for customer and subcontractor enquiries via phone, email, and face-to-face interactions, delivering a professional and customer-focused experience. Coordinated communication between subcontractors, warehouse staff, stock controllers, and external partners to ensure smooth daily operations. Prepared and processed hire agreements, tracked stock, and managed payment transactions accurately.

Computer & System Skills:

• Hire and payment processing systems
• Stock tracking and inventory systems
• Microsoft Excel, Word, Outlook

Key Results & Achievements:

• Improved customer satisfaction through clear, courteous, and timely communication
• Contributed to operational efficiency through accurate hire agreement and payment processing

Managed front-desk and administrative operations, including email and mail coordination, dispatch scheduling, and document management. Achieved 100% on-time same-day deliveries through effective Toll Air Bag coordination. Reduced office supply costs through vendor optimisation and consistently met weekly administrative deadlines. Maintained accurate on-call schedules and improved filing and archive systems across departments.

Computer & System Skills:

• Microsoft Excel, Word, Outlook, PowerPoint
• Internal scheduling and dispatch systems
• Document management systems

Key Results & Achievements:

• Improved response times by 20% through streamlined communication processes
• Increased department efficiency through improved filing accuracy and workflow organisation

Coordinated and scheduled over 300 land survey bookings, ensuring compliance with council requirements. Maintained accurate data entry across proprietary systems and provided efficient administrative support through high-volume call and email management.

Computer & System Skills:

• ABS, QLDGLOBE, Dial Before You Dig
• Microsoft Excel, Word, Outlook

Key Results & Achievements:

• Improved scheduling efficiency by 25%
• Recognised for consistently high-quality administrative and customer support

Provided high-quality support to over 1,000 members, achieving a 95% customer satisfaction rating. Consistently exceeded KPIs related to call resolution, quality assurance, and productivity. Supported remediation initiatives by improving member awareness and contributing to key organisational projects.

Computer & System Skills:

• Claims management systems
• CRM and member databases
• Microsoft Excel, Word, Outlook

Key Results & Achievements:

• Recognised by management for excellent customer service and high productivity
• Contributed to the successful delivery of key remediation projects