Rachael Olson
Yarrabilba,Queensland
Summary
Customer Experience Specialist bringing quality skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
30
30
years of professional experience
Work History
Customer Experience Specialist
Westcon Comstor
Sydney, NSW
06.2017 - Current
- Resolved customers' issues related to purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Maintained extensive knowledge of company products
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Trained staff on operating procedures and company services.
- Utilised ticketing system to manage customer enquiries
- Provided white glove service for top tier customers. This includes a customised approach to service delivery based on specific requirements.
Account Manager, Customer Service Supervisor
COPE Sensitive Freight
Yatala, QLD
02.2013 - 06.2017
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coached employees through day-to-day work and complex problems.
- Assisted with preparing information required for quotes and addressed potential service concerns.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
At Home Mum
Me
Oxenford, QLD
06.2010 - 02.2013
Instructional Designer
Dream Think Do
Canberra , ACT
06.2008 - 06.2010
- Created curricula, research topics and conceptualized course format, subject matter and presentation.
- Researched, wrote, edited and proofread manual for Cert IV in Project Management
- Assisted with RTO Certification and Audit process
Account Manager / Business Development Manager
Staging Connections
Canberra, ACT
01.2007 - 01.2008
Lecturer
Canberra Institute Of Technology
Canberra, ACT
01.2004 - 01.2007
Corporate Travel Consultant
American Express
Canberra, ACT
01.2000 - 01.2004
Corporate Travel Consultant
Qantas Airways
Canberra, ACT
01.1996 - 01.2000
Corporate Travel Consultant
American Express
Canberra, ACT
01.1994 - 01.1996
Corporate Travel Consultant
Coles Myer Ansett Travel
Canberra, ACT
01.1992 - 01.1994
Education
Project Management
Inspire Education
Online09.2013
Training And Assessment
Canberra Institute of Tech
Canberra, ACT12.2004
Tourism
Metropolitan Business College
Canberra ACT12.1991
Skills
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Multitasking and Prioritization
- Building Customer Trust and Loyalty
- Verbal and Written Communication
- Establishing and Maintaining Customer Relationships
- Computer Proficiency
- Excellent Attention to Detail
- Team player
- Mentor junior staff
- Trusted to work autonomously in a work from home environment
Timeline
Customer Experience Specialist
Westcon Comstor
06.2017 - Current
Account Manager, Customer Service Supervisor
COPE Sensitive Freight
02.2013 - 06.2017
At Home Mum
Me
06.2010 - 02.2013
Instructional Designer
Dream Think Do
06.2008 - 06.2010
Account Manager / Business Development Manager
Staging Connections
01.2007 - 01.2008
Lecturer
Canberra Institute Of Technology
01.2004 - 01.2007
Corporate Travel Consultant
American Express
01.2000 - 01.2004
Corporate Travel Consultant
Qantas Airways
01.1996 - 01.2000
Corporate Travel Consultant
American Express
01.1994 - 01.1996
Corporate Travel Consultant
Coles Myer Ansett Travel
01.1992 - 01.1994
Project Management
Inspire Education
Training And Assessment
Canberra Institute of Tech
Tourism
Metropolitan Business College