Rachel Horne
Forrestfield
Summary
Dedicated Customer Service Professional experienced in team supervision and conflict resolution. Delivered high-quality support through effective communication and a strong work ethic. Seeking new opportunities to leverage extensive experience in a different industry.
Overview
16
16
years of professional experience
Work History
2IC
Midalia Steel - Internal Transfer
Welshpool
04.2025 - Current
- Supervised customer service team to ensure high-quality support.
- Handled escalated customer inquiries to resolve issues effectively.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Answered phone calls and responded to questions and concerns.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Delegated work to staff, setting priorities and goals.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Sourced and hired candidates for departmental vacancies.
Customer Service Representative
Steelforce - Internal Transfer
Forrestfield
11.2020 - 04.2025
- Assisted customers with inquiries and product selections effectively.
- Processed orders accurately through company software systems.
- Handled returns and exchanges following company policies efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
2IC
Infrabuild Kalgoorlie
Kalgoorlie
11.2010 - 10.2020
- Supervised daily operations including scheduling shifts, assigning duties.
- Delegated tasks to staff, establishing clear priorities and goals to enhance team productivity.
- Coordinated daily operations and team activities to ensure smooth workflow.
- Managed inventory processes and stock replenishment for optimal product availability.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Course -
Mental Health First Aid - Now Expired
06-2023
Course - Sales
Sales Academy
11-2010
Skills
- Customer service
- Team leadership
- Conflict resolution
- Performance management
- Hiring strategies
- Customer relationship management
Timeline
2IC
Midalia Steel - Internal Transfer
04.2025 - Current
Customer Service Representative
Steelforce - Internal Transfer
11.2020 - 04.2025
2IC
Infrabuild Kalgoorlie
11.2010 - 10.2020
Course -
Mental Health First Aid - Now Expired
Course - Sales
Sales Academy