Family
Penny Vonderwall
Customer Service
Williamstown,SA
Summary
A conscientious employee with exceptional understanding of Customer Experience and Service Levels, digital management of customer requests and systems workflows, complaints handling, logistics and receiving procedures for busy complex customer focused environments. A safety-conscious cross functional worker with exemplary customer service, communication and decision making skills.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
Work History
Operations Team Member - Click and Collect
Bunnings Warehouse
Munno Para West, South Australia
10.2019 - Current
- Maintained and prioritised job board and followed up to complete online orders, click and collect and delivery on-time.
- Streamlined customer requests by organising activities, managing customer communications, scheduling payments and tracking records and documents.
- Collaborated with team members and other business areas to identify best practices and improvements.
- Use efficient store practices to identify stock required and meet customer Service Level Expectations.
- Followed shipping and receiving procedures for goods and materials.
- Optimised customer experience by delivering superior services and effectively troubleshooting issues.
- Learning system improvements and proficiency in Customer Relationship Management.
Customer Service Supervisor
Bunnings Warehouse
Adelaide, SA
09.2007 - 09.2019
- Established and updated work schedules/resourcing to account for changing staff levels and expected workloads.
- Cash handling and reconciliation.
- Managing customer demands and resource reallocation.
- Assessed and authenticated customer exchanges, voids and returns.
- Actively supported customer service team members by quickly responding to questions via phone and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service expectations.
Customer Service Officer
Just Jeans
Modbury, SA
01.2006 - 01.2007
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Promoted company brand and unique offerings through personalised customer service.
- Responded to customer calls and emails to answer questions about products and services.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Counted cash drawers and deposits, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
Education
Costume Design
Adelaide Centre For The Arts
Diploma 01.2004 - 01.2007
Skills
Verbal and written communication
Customer Resource Management Systems
Interpersonal Communication
Well-trained in click and collect and online customer systems
Problem-Solving
Trained new team members in areas such as Point of Sale, Logistics and Customer Service Levels and delivered critical feedback to enhance and improve performance
Efficient and reliable team player
Interests
Fitness
Caravaning/Camping
References
Available upon request
Timeline
Operations Team Member - Click and Collect
Bunnings Warehouse
10.2019 - Current
Customer Service Supervisor
Bunnings Warehouse
09.2007 - 09.2019
Customer Service Officer
Just Jeans
01.2006 - 01.2007
Costume Design
Adelaide Centre For The Arts
01.2004 - 01.2007