Rebecca Paine
Summary
Motivated and customer-focused professional with over 10 years of experience in customer service, online retail, and logistics administration. Skilled in managing end-to-end customer interactions across multiple channels including email, live chat, and phone support. Proven ability to resolve complex enquiries, process orders and returns efficiently, and maintain high service standards under pressure. Proficient in CRM systems, shipping coordination, and complaint handling with a strong focus on delivering a positive customer experience. Known for clear communication, attention to detail, and a calm, solutions-oriented approach.
Overview
13
13
years of professional experience
Work History
Customer Care Assistant
Francesca Jewellery
01.2021 - Current
- Act as the first point of contact for online customers, maintaining a Net Promoter Score (NPS) of 8+ by resolving enquiries with professionalism and empathy.
- Provide tailored customer experiences through strong product knowledge and effective upselling strategies.
- Manage the end-to-end process of online orders including returns, repairs, and fulfilment in coordination with Dispatch and Production teams.
- Ensure accuracy and timeliness in order processing using Shopify and other internal systems.
- Maintain compliance with ACCC guidelines when handling customer concerns and complaints using the WRIO technique.
- Monitor and resolve unfulfilled orders, stock discrepancies, and liaise with third-party providers to support prompt delivery.
- Support internal operations by maintaining adequate ring sizer supplies and coordinating stock requirements with the Operations team.
- Contribute to team sales KPIs and actively participate in promotional campaigns to enhance customer satisfaction and loyalty.
Logistics Administration/Warehouse Logistics Manager
Furniture Logistics
01.2020 - 01.2021
- Led the general setup and daily operations of the warehouse, ensuring smooth coordination between administrative and logistical functions.
- Processed customer orders accurately using the NAV computer system, maintaining data integrity and timely order dispatch.
- Managed incoming communications, including checking emails and answering customer and supplier phone inquiries with professionalism.
- Organised and scheduled daily delivery routes, optimising driver efficiency and delivery timelines.
- Oversaw stock receiving and conducted quality checks to ensure accuracy of deliveries and inventory records.
- Monitored and managed stock levels, flagging low inventory items and coordinating with suppliers to maintain adequate stock.
- Maintained a clean and organised warehouse environment, supporting WHS compliance and operational efficiency.
- Worked closely with delivery drivers, internal departments, and customers to resolve any logistical issues promptly.
Sales Assistant
Rebel Sports
01.2019 - 01.2021
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Processed transactions accurately while maintaining a high level of customer service.
- Increased sales by building strong customer relationships and providing excellent service.
- Helped customers locate products and checked store system for merchandise at other sites.
Barista
Donut King
01.2017 - 01.2018
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
Sales Assistant
Bakers Delight
01.2012 - 01.2017
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Collaborated with team members to achieve a cohesive and efficient store environment.
- Met and exceeded sales targets consistently, contributing to overall team success.
- Participated in ongoing training to stay updated on current products, promotions, and industry trends.
Education
Cert 4 in Business -
SCALA The Training Company
12-2025
Certificate III - Retail Operations
Rosny College
01.2016
Tasmanian Certificate of Education -
Rose Bay High School
01.2014
Skills
- Customer Service & Complaint Handling
- Phone Calls & Live Chat Support
- Appointment Scheduling & Follow-Up Calls
- Payment Processing & Refund Management
- Returns, Exchanges & Warranty Claims
- CRM Software (Shopify, Inside, Asana, PVX)
- Escalation Management
- Shipping & Logistics Coordination
- Email & Ticket Management
- Time Management & Multitasking
- Inventory Awareness for Support Teams
- Strong Communication & Conflict Resolution
Icon
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Accomplishments
- Certificate III in Retail Operations, 2014
- Tasmanian Certificate of Education, 2016
Timeline
Customer Care Assistant
Francesca Jewellery
01.2021 - Current
Logistics Administration/Warehouse Logistics Manager
Furniture Logistics
01.2020 - 01.2021
Sales Assistant
Rebel Sports
01.2019 - 01.2021
Barista
Donut King
01.2017 - 01.2018
Sales Assistant
Bakers Delight
01.2012 - 01.2017
Certificate III - Retail Operations
Rosny College
Tasmanian Certificate of Education -
Rose Bay High School
Cert 4 in Business -
SCALA The Training Company
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