Nicole Turner
Quakers Hill,NSW
Summary
Driven by a commitment to excellence, I leveraged my problem-solving and CRM expertise at Coral Bay East Coast PTY LTD to enhance customer satisfaction and streamline support processes. My leadership significantly reduced complaints and improved team productivity, showcasing my ability to blend technical skills with a customer-focused approach for impactful results.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
Coral Bay East Coast PTY LTD
05.2016 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Created and reviewed invoices to confirm accuracy.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Increased efficiency in handling customer inquiries by implementing advanced CRM system.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Coordinated with product development team to address frequent customer issues.
Subject Matter Expert
Peakbound
03.2015 - 05.2016
- Promoted a positive work atmosphere by regularly recognizing top performers'' outstanding achievements within the department.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Reduced average call length by creating effective troubleshooting guides and resources for agents.
- Collaborated with cross-functional teams to improve overall customer experience and product quality.
- Managed and exceeded performance metrics by consistently monitoring progress against set targets, identifying areas of opportunity, and implementing action plans to address gaps.
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Championed a culture of continuous learning within the team, fostering an environment that encouraged skill development and growth opportunities.
- Devised strategies to maintain consistent service standards during high-volume periods or staffing shortages without compromising quality or efficiency levels.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
Education
Advance Diploma of Business & Management - Business Administration And Management
Evocca College
Sydney, NSW12.2015
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Customer Relations
- Time Management
- Decision-Making
- Adherence to high customer service standards
- Complaint resolution
- Team Building and Leadership
- Customer Relationship Management (CRM)
- Conflict resolution techniques
- MS Office
- Handling Escalations
- Issue Resolution
Timeline
Customer Service Manager
Coral Bay East Coast PTY LTD
05.2016 - Current
Subject Matter Expert
Peakbound
03.2015 - 05.2016
Advance Diploma of Business & Management - Business Administration And Management
Evocca College
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