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Liverpool
Summary
Looking for a new and challenging position, one which will make best use of my existing skills and experience and also further my personal and professional development.
Overview
13
13
years of professional experience
Work History
Returns and Claims Team
Primary Connect+
03.2023 - Current
- Achieved high customer satisfaction by effectively addressing return issues and providing accurate product information. Resolved complaints promptly through phone and email communication.
- Executed reconciliation of returned quantities with corresponding documentation.
- Oversaw meticulous logging of returns in Salesforce, ensuring detailed records are consistently maintained for operational integrity.
- Reviewed operational procedures to ensure adherence to return policies and quality standards, facilitating issue resolution as needed.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Customer Support Claims Specialist
Scott’s Refrigerated Logistics
10.2018 - 02.2023
- Obtain information necessary for claim to be established in the claims system.
- Handle all inquiries via email or phone from claimant regarding the status of a claim.
- Following up on claim statuses for the claimant or internal account and business managers through the delegation of approval by email or phone.
- Applying standard or contracted terms regarding the payment of claim.
- Identify viable payer(s) and obtain all necessary documentation to properly process the claim for payment including, when applicable, sales invoice, tax adjustments, cost of goods/production costs, evidence of disposal & other supporting documentations to support loss when necessary.
- Use of programs such as excel to perform timely processing and follow up on every claim from initial placement.
- Investigate with various departments internally, freight-forwarders and subcontractors to assist with our investigation to determine liability.
- Performing related data entry in proprietary applications.
- Issuing decline letters to claimants which includes outlining standard or contracted terms or our investigations with supporting evidence determined our liability.
Customer Service/Telephonist/Assisting Operations
Hunter Express Courier
05.2013 - 09.2018
- Ensuring customer satisfaction by answering customer calls and rapidly responding to inquiries or requests while maintaining a service-oriented, friendly and empathetic demeanour.
- Providing quotations to existing and non-existing customers.
- Using freight programs such as Rockhopper to book road freight and courier jobs via over the phone and quoting prices.
- Tracking shipments Australia wide to guarantee estimated time of arrival – investigate delays.
- Update clients and investigate potential queries they may have.
- Using Qantas Freight to book air freight jobs to and from major cities within Australia.
- Liaising with other transport companies within the country or delivery drivers to follow up on customer enquiries.
- Assisting AM operations team with damages and providing weekly reports to the Warehouse Operations Manager.
- Liaising with customers and arranging suitable delivery dates for home/bulk deliveries.
- Updating unidentified freight daily to assist Customer Service investigations.
Education
Year 10 Certificate -
Moorefield Girls Technology High School
Kogarah, Sydney01.2005
Skills
- Strong knowledge in postal codes, interstate and regional areas
- Conscientious and thorough with detail
- Sharp, quick learner, willingness to get involved
- Ability to work in a fast paced environment
- Resourceful and self-confident; can get the job done and do it well
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Verbal communication
ATTRIBUTES
- Honest
- Consistent
- “Can Do” Attitude
- Quick Learner
- Adaptability
- High attention to detail
QUALIFICATIONS SUMMARY
- Strong skills in time management, prioritising tasks and meeting deadlines
- Equally effective working independently and in cooperation with others
- Good eye for detail; well organised, skilled in setting priorities
- Able to handle complaints effectively
Timeline
Returns and Claims Team
Primary Connect+
03.2023 - Current
Customer Support Claims Specialist
Scott’s Refrigerated Logistics
10.2018 - 02.2023
Customer Service/Telephonist/Assisting Operations
Hunter Express Courier
05.2013 - 09.2018
Year 10 Certificate -
Moorefield Girls Technology High School