Paola Montana
Botany,Australia
Summary
Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
23
23
years of professional experience
Work History
Sales Consultant and Support Administrator
HOUSE OF BAMBOO
10.2022 - Current
- Supporting Sales design and architects team providing quotes, Estimates and Invoices
- Achieve sales budgets from leads supplied by Company
- Convert quotations into sales and successfully facilitate the end-to-end Sales process
- Customer service, sales support on residential and Commercial projects
- Respond to inbound customer leads, identify their needs and provide solutions.
- Effective communication with customers via phone and email, confirming or clarifying information and handling requests as required.
- Processing online orders, payments and refunds
- Arrange and deliver samples and order to residential and commercial customers.
- Scheduled installations through team calendars and meeting settings
- Data entry through CRM and Zoho apps.
Customer Care Consultant and Wholesale Accounts
CAROLINA LIFESTYLE
09.2021 - 07.2022
- As a Customer Care Consultant, I developed a customer-centric nature, and strong problem-solving abilities, for the success of the customer care team to deliver a high standard of customer service and assist in the achievement of objectives including sales, increasing customer satisfaction, and minimizing returned products
- Answer and create a connection with all in-bound customer service enquiries, including via phone, email, and live chat
- Navigate through multiple systems and platforms like Shopify, Zendesk, Vend and Marsello, whilst maintaining customer engagement, including while on the phone
- Create sales opportunities by discovering the needs of the client and using the company knowledge through materials, techniques, product range and brand stories
- Resolve customer issues including returns and exchanges in line with company policies and ensure that Key Performance Indicators (KPIs) are achieved
- Manage and coordinate the company wholesale business accounts within Australia, supporting the Area to increase sales, guide the stockist and deal with the warehouse to finalize and deliver the orders.
- Resolved complex customer issues, ensuring a positive and efficient experience.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer service Officer
REVENUE NSW
01.2021
- Customer service officer in the Revenue Department, Fines and Debts resolution area, supporting, guiding and informing customers and solving enquiries about personal debts and fines within the government of NSW
- Follow policies and procedures over the phone and online support.
Store Manager and Assistant Store Manager
GORMAN CLOTHING
07.2019 - 08.2021
- Lead, support and manage a day-to-day team and the smooth running of a flagship store
- Drive sales results to reach store budgets and targets, Including online and instore
- Excellent customer service and engaging effectively with customers
- Lead, plan and set goals for the team members and the store
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Assisted in recruiting, hiring and training of team members.
Sales assistant
SEED HERITAGE
01.2018
- Sales and customer service in a retail fashion high volume and fast-paced store
- Stock duties, unpacking and refills, checking daily task emails, helping to keep up visual merchandising shop standards.
Customer service retail and Online Assistant
SHORTIES CHILDRENSWEAR
01.2017
- Excellent customer service, retail and fashion experience in Women’s wear and Children’s wear, ability to organize shop stock and online stock take, organize and dispatch online orders, organizing online shipping orders, fees and tracking orders, assisting customers on shop floor and online, solving and following up customer enquiries, emails, returns, face to face and online
- Cash handling, visual merchandising and maintenance of VIP customers
- Dealing with suppliers, wholesalers and assisting in the research of new suppliers and supporting the manager in buying decisions
- Been part of human resources tasks and recruitment process, such as receiving, interviewing and selecting retail and managerial staff for the business
- Training and coaching staff.
School Administrative support staff
GARDENERS RD PUBLIC SCHOOL
01.2014
- Supporting the school office in all practices and procedures, performing secretarial and clerical duties, maintaining students school registers and pupil records, liaising with school related bodies and the public, collection and receipt of money.
Store Manager and Assistant Store Manager
TREE OF LIFE- EASTGARDENS- BROADWAY
01.2010 - 01.2013
- Store management experience, selling and customer service skills, as well as leadership, merchandising, development, and operations experience
- Responsible for ensuring a consistently high standard in sales and service, merchandising, profitability, operations and loss prevention
- Responsible for effectively managing the store as a whole by ensuring it meets company standards and budgets
- Organizing rosters and being part of the hiring process for the store, interviewing, training, coaching and development of the sales team members during their probationary review role.
- Completed point of sale opening and closing procedures.
- Improved customer satisfaction through staff training in customer service and product knowledge.
Sales Executive
PROTECCIÓN S.A.
01.2001 - 01.2010
- Trustee Superannuation Fund (Bogota, Colombia)
Sales Executive
CITIBANK COLOMBIA
01.2001 - 01.2010
- Financial services organization- CITIGROUP
Call Center Agent
DATATIEMPO LTDA
01.2001 - 01.2010
- (Customer relationship management organization)
Education
Marketing Management Graduate Diploma -
Jorge Tadeo Lozano University
Colombia South America12.2002
Business Administration Bachelor Degree -
Jorge Tadeo Lozano University
Colombia South America12.2001
Skills
- Excellent team player
- Administrative and Office Support
- Customer Account Management
- Order Processing
- Problem-solving abilities
- Teamwork and Collaboration
- Excellent communication skills, verbal, phone and written
- Customer service and sale experience
- Ability to work independently
Citizenship
Australian Citizen
Timeline
Sales Consultant and Support Administrator
HOUSE OF BAMBOO
10.2022 - Current
Customer Care Consultant and Wholesale Accounts
CAROLINA LIFESTYLE
09.2021 - 07.2022
Customer service Officer
REVENUE NSW
01.2021
Store Manager and Assistant Store Manager
GORMAN CLOTHING
07.2019 - 08.2021
Sales assistant
SEED HERITAGE
01.2018
Customer service retail and Online Assistant
SHORTIES CHILDRENSWEAR
01.2017
School Administrative support staff
GARDENERS RD PUBLIC SCHOOL
01.2014
Store Manager and Assistant Store Manager
TREE OF LIFE- EASTGARDENS- BROADWAY
01.2010 - 01.2013
Sales Executive
PROTECCIÓN S.A.
01.2001 - 01.2010
Sales Executive
CITIBANK COLOMBIA
01.2001 - 01.2010
Call Center Agent
DATATIEMPO LTDA
01.2001 - 01.2010
Marketing Management Graduate Diploma -
Jorge Tadeo Lozano University
Business Administration Bachelor Degree -
Jorge Tadeo Lozano University
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